Windows 10 Upgrade

[miplatt]

We are upgrading some computers to Windows 10. On one of the computers Digital Clay Station works well (so far). On another computer, when we use Generate Document to output a record to Microsoft Word, Clay closes completely and disappears. Both computers upgraded from Windows 7 to Windows 10 and both have Office 2010.

Any suggestions for what causes this and how to address the issue?

[ZevToledano]

What are the exact steps to reproduce this?

What is in the document template? Graphs, images, etc? Try to test it with a simple new template containing nothing.

[miplatt]

That template has text and, for some of the records, an image. Tried another existing text template which resulted in "Clay has stopped working" and tried to generate another simple template and got a message saying the system cannot save.

[ZevToledano]

What are the exact steps to reproduce this?

(It works for me on Windows 10)

[miplatt]

Here are the steps we do (if this is what you mean):

1) Sign into clay
2) open a dashboard we call Entity Manager
3) Use filters to locate desired record(s)
4a) right click on the record in the filter results and select the appropriate template option in generate document
or
4b) double click on the record to open it; within that record click on the generate document icon in the top menu and select the appropriate template

In both 4a and 4b, the system follows the template to output a word document with text (in some cases also a picture) from the record.

On this particular computer, after clicking to generate the document the entire claystation simply closed.

[ZevToledano]

Ok since I can't reproduce it by me, let's try narrowing it down:
- Try outputting to Excel then MHTML then HTML - which of these work?
- Make sure Word works on that machine when you run Word normally (i.e. it starts normally without any popups like activation warnings)
- Try a reboot

[miplatt]

Rebooted. Word is running normally. Export of csv file of records to excel works fine. Otherwise, everything is as described earlier.

Instead of the "generate document" option, we tried now via print/save document. In the window that shows the options, the buttons "Generate" and "Preview" are frozen and remain frozen regardless of what options are selected (e.g. html, word, etc.). that seems bizarre.

[ZevToledano]

I am a bit confused. Let's try to summarize so far:

1. The template is not the problem because the exact same template does work on other machines. Is this correct? If so, this means there is something different/special on the Windows 10 machine.

2. The specific template is not the problem since you tried another, simpler one. Please confirm that the other template was brand new and contained absolutely nothing inside it after you created it. I.e. start a new template in Clay, and don't add anything to it and just generate it using Clay.

3. Generating the template to Word is the problem, but what about generating the same template to Excel, MHTML and HTML?

4. I am not sure what the difference is between 'generate document' and 'print/save document'. Is 'generate document' a custom user template action that you built?
By the way the Generate and Preview buttons are disabled until you select a template from the list.

[miplatt]

Actually, when we created a new template, it did not save properly as mentioned above.

However, as a result of that and after further testing today, we proved that the computer was not properly connected to the network server (even though from other applications' behavior it seemed that it was). An adjustment of network settings has enabled Clay to work properly and output the proper word document.

Thanks for your help.

By the way, yes 'generate document' is a custom user template action.

[ZevToledano]

Strange. I assume the saving problem went away also with the network fix, and that either your templates or your temp folder are stored on a network server and this would explain everything you mentioned. In any case, all's well that ends well.