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Frequently Asked Questions |
If you are experiencing a technical difficulty with your product please scan this F.A.Q. list for the solution. Many of the most common technical issues, and PDF tips are provided here. |
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How do I open or read PDF files? |
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Will deskPDF convert files from XYZ APPLICATION to PDF format? |
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I just purchased your product, where is my activation code to unlock the program? |
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I have installed deskPDF, now where is the program that I run? |
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I have installed deskPDF, why don't I see a 'deskPDF' printer option? |
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Why is the formatting incorrect when using deskPDF from XYZ Application? |
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Can deskPDF encrypt PDF files to prevent modification or printing? |
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When creating PDF files from Microsoft Office, does deskPDF preserve hyperlinks? |
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How do I create custom sized PDF files from Microsoft Word? |
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When does Docudesk provide an .MSI Installer? |
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Why do I receive an error message stating "Ambiguous name detected: TmpDDE" when trying to convert to PDF? |
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Why does Microsoft Word give me an "error 1120" message when printing to deskPDF? |
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When trying to convert a workbook from Microsoft Excel, why do multiple deskPDF dialogue boxes appear? |
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How do I keep my Microsoft Word documents from printing in reverse order? |
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I had a computer virus and had to reformat my hard drive, why isn't my registration code being accepted? |
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Why was my activation code accepted on one of my computers, but not the second? |
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Why is deskPDF telling me "Sorry, no credits remaining on this activation code and this machine is no recognized" when I try to activate the software? |
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Why is deskPDF telling me "Docudesk agent was unable to receive data" when I try to activate software? |
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Why is deskPDF telling me "Docudesk agent could not resolve DNS" when I try to activate the software? |
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Why is deskPDF telling me “Sorry, deskPDF was unable to connect to the activations server.” when I try to activate the software? |
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Why is deskPDF telling me “Sorry, the activation code given cannot register this version of the software” when I try to activate the software? |
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Will I receive a physical copy of my software purchase via postal mail? |
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| How do I open or read PDF files? |
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Adobe has made Acrobat PDF files a widely accepted standard, partly due to the fact that anyone can download and use Adobe's reader free of charge. You must have a reader application to open PDF files. deskPDF creates PDF files, but does not open or edit them. To open or read PDF files, download the free reader from Adobe's web site. Once installed, deskPDF will detect that Adobe's Acrobat Reader® is installed and give you the option to automatically open created PDF files in the reader following creation. |
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| Will deskPDF convert files from XYZ APPLICATION to PDF format? |
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deskPDF creates PDF files from redirected printer output. Just about any application that has a "Print" capability (can output to a standard printer) can work with deskPDF. With few exceptions, deskPDF will create Adobe Acrobat Reader® compliant PDF files from almost any application. If you have a program in question, please download the free trial to determine compatibility. |
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| I just one of your products. Where is my activation code to unlock the program? |
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deskPDF uses a simple serial number/activation code registration system. Our system must have your unique activation number in order to activate your software. For detailed instructions, see the step‑by‑step activation guide. If you purchased a Docudesk product and did not receive an email notification, please contact support. Be sure to include the Order ID and email address used when placing your order to expedite support. |
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| I have installed deskPDF, now where is the program that I run? |
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deskPDF creates a virtual printer on your computer. To use the program, simply print from almost any application, selecting 'deskPDF' as your printer. This will convert the printer output to PDF format and open the deskPDF program dialog, prompting you to name your PDF file. Alternately, you can use the right-click conversion on many file types from Windows Explorer. See the deskPDF User Guide for more details. |
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| I have installed deskPDF, why don't I see a 'deskPDF' printer option? |
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Some systems will require a re-boot after installing deskPDF. This is more commonly required on Windows '98 and Windows Me. |
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| Why is the formatting incorrect when using deskPDF from XYZ Application? |
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Many page layout/desktop publishing applications have page properties settings that can conflict with the settings in the deskPDF print driver. Be sure to check the page properties in the application you are using as well as the deskPDF page properties. By selecting Properties–Advanced from the printer dialog, you can select deskPDF's page size and orientation. See the deskPDF User Guide for more details. |
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| When does Docudesk provide an .MSI Installer? |
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The .MSI installer is provided for enterprise installations requiring 20 or more licenses of either deskPDF or deskUNPDF. |
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| Why do I receive an error message stating "Ambiguous name detected:TmpDDE" when trying to convert to PDF? |
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This problem occurs with an interruption of shell printing (right click conversion), this causes Microsoft Word to leave a temp macro in the normal.dot file. To correct the problem, open Microsoft Word and click Tools–Macro–Macros. When the Macros dialog box appears, select Organizer. The Organizer dialog box will open. In the Organizer dialog box, select the macro project items tab. In the Normal.dot box select the tmpDDE macro and click delete. Click yes to confirm the removal of the macro. |
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| Why does Word give me an "error 1120" message when printing to deskPDF? |
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The 1120 error is a generic VBA/ Word error that occurs when a printer is not installed or not available. The error means that there was not a clean installation of deskPDF. To correct the error please uninstall deskPDF from your computer, re-boot, download and install deskPDF onto your computer again. If the problem persists, please contact customer support. |
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| When trying to convert a workbook from Excel, why do multiple deskPDF dialogue boxes appear? |
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This problem is caused by different variations with the Microsoft Excel sheet alignment causing multiple print jobs to occur. To correct this problem select all Excel sheet tabs in the workbook at the bottom left of the Excel Viewer. This can be done by selecting the first sheet while holding down the shift key. Continue to hold down the shift key while selecting the last sheet tab in the workbook. Then click File and select Page Setup. At the bottom of the page tab you will see an option for Print Quality. Change the dpi setting to 300 or 600, depending on what the setting was when you opened Page Setup. |
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| How do I keep my Microsoft Word documents from printing in reverse order? |
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To correct this problem simply click Tools and select Options in Microsoft Word. Choose the Print tab and unselect "Reverse print order" . |
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| I had a computer virus and had to reformat my hard drive, why isn't my registration code being accepted? |
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When you reformat or upgrade your system, you will need another activation code. In this event please contact customer support. Please give a brief description of why you are requesting a new activation code. After we review your situation we will issue you another activation code. |
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| Why did deskPDF accept my activation code on one of my computers, but not the second? |
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The activation code that you receive is only good for the number of licenses you purchased. If the second computer is a laptop and/or exclusively for the license holder, Docudesk will grant a second activation code. Please email customer support and give a brief description of why you are requesting a new activation code. After we review your situation we will issue you another activation code. |
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| Why is deskPDF telling me “Docudesk agent was unable to receive data” when I try to activate the software? |
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You are receiving this error because deskPDF is having difficulty communicating with Docudesk’s activation server. If you receive this message, please email customer support with your installation ID number. Your installation ID number is located in the "Activate or Upgrade" dialogue box. You will find the "Activate or Upgrade" dialogue box when you click Start–Programs–Docudesk–deskPDF 2.5. |
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| Why is deskPDF telling me “Docudesk agent could not resolve DNS” when I try to activate the software? |
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You are receiving this error because deskPDF is having difficulty communicating with Docudesk’s activation server. If you receive this message, please email customer support with your installation ID number. Your installation ID number is located in the "Activate or Upgrade" dialogue box. You will find the "Activate or Upgrade" dialogue box when you click Start–Programs–Docudesk–deskPDF 2.5. |
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| Why is deskPDF telling me “Sorry, deskPDF was unable to connect to the activations server” when I try to activate the software? |
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If you receive this email please click Start–Programs–Docudesk–deskPDF
–Activate or Upgrade. Copy your deskPDF installation ID number to the clipboard and email it to customer support. We will then manually generate your activation code and email it to you. |
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| Why is deskPDF telling me “Sorry, the activation code given cannot register this version of the software” when I try to activate the software? |
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If you receive this message you are most likely trying to activate a different version of deskPDF from the one that you purchased. To correct this problem, please visit our download page to download the version of deskPDF that matches the product purchased. You may verify which version you purchased by referring to the Docudesk email receipt. |
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| Will I receive a physical copy of deskPDF via postal mail? |
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For all orders we provide an immediate link for electronic download. Docudesk will ship CD Rom copies for back-up use for purchases of 20 licenses or more. |
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