General

Troubleshooting

License

1. Can CenoPDF generate PDF files that can enable Adobe Reader to save user's changes to a new PDF file?

No. The free Adobe Reader does not allow users to save PDF files. Other more expensive products from Adobe may be used to create PDF files with embedded code, so-called Usage Rights, to activate some special features in Adobe Reader to allow users to save PDF files from it. CenoPDF cannot create such PDF files, but there are several alternative solutions to this:

• If you are to allow user to submit form data to you, you may use JavaScript to populate the form data into emails to be sent to you. Please refer to the toturial for more information.
• You may submit the form data (not the PDF file) to your web site. This requires some web development work. Please refer to the toturial for more information.
• You may submit the FDF (Forms Data Format) file to your web site, then use Import Form Data PDF action to reconstruct the PDF form later.
• You can use CenoPDF to create PDF forms; then send the PDF files to a PDF editing service company. They can enable the Usage Rights in Adobe Reader for you with small fee.
• If you have Adobe Acrobat 8 Professional, the command Advanced > Enable Usage Rights in Adobe Reader can do the job for you.
• If you buy multiple licenses, a potential cost-saving solution is to use Adobe product on a dedicate computer to enable Usage Right and use CenoPDF on other computers to create forms. Consult Adobe Systems Incorporated for their products and licensing information.

2. Can CenoPDF create PDF forms from scanned documents?

Yes, as long as you can import your scanned documents into Microsoft Office Word or Publisher, you can always use CenoPDF to add PDF fields to them. To import your scanned documents into Microsoft Office Word or Publisher you can use either way as follows:

• Use Optical Character Recognition (OCR) software. This is the best solution, but you will need additional third-party software to do this.
• Directly put the image files into Microsoft Office Word or Publisher. This way is very easy to do, but the final PDF file will be bigger and with less quality.

3. If I encounter any problem, what should I do?

1. Check if you have installed the correct version of .NET Framework before installing CenoPDF.
   Please ignore this if you are using Windows Vista since .NET Framework is included.
   If you download .NET Framework from Microsoft's website, make sure it is Microsoft .NET Framework Version 2.0 (or 3.0) Redistributable Package. Note: the one called .NET Compact Framework does not work with CenoPDF. You must download the one without the word "compact" in the name.
2. Close all the other applications before installing CenoPDF.
   If the installer keeps telling you that Microsoft Word is running, but you do not see its window, you should reboot your computer, then run the installation again.
3. Check if you are using the latest version of CenoPDF.
   Launch Microsoft Word and go to CenoPDF > Check for Update or go to CenoPDF > About CenoPDF to compare the version and build number to those on our download page. Make sure you download and install the latest version of the software before contacting us.
4. Check if all the latest service packs have been installed.
   For example, Windows XP Service Pack 2 and Office 2003 Service Pack 2.
5. If your CenoPDF used to work before, but suddenly stops working now, try these steps in this tutorial.
6. Enable the logging feature.
   If the installation is successful, but you still have problems running CenoPDF, you can enable the logging feature (see below on "How to enable the logging feature of CenoPDF?") and email us the log file so that we can further help you.

4. How do I enable the logging feature of CenoPDF?

To enable the logging feature, go to CenoPDF installation directory, which, by default, is located at C:\Program Files\Lystech Computing\CenoPDF version. Open the Addin.config file in a text editor. Change the value of Level to ALL and save the file. Next time when you restart Microsoft Word or Microsoft Publisher, the logging feature will be in effect, which will generate a log file at C:\CenoPDFLog\Log.txt if any problem occurs. Email us the log file so that we can further help you.

5. Why does my Microsoft Office take longer to launch after CenoPDF is installed?

This is normal. By default, Microsoft Office loads CenoPDF add-in at its startup time, which will take some time. You can use Add-in Manager to disable CenoPDF if you do not want to launch it when you start Microsoft Office. Please refer to the toturial for more information.

6. My program froze while seeing the message "Initializing CenoPDF...". How to troubleshoot?

During the time you see the message "Initializing CenoPDF...", CenoPDF is loading the font files in your system. If some of your font files are corrupted, the program may freeze. If this happens, please use the following steps to troubleshoot:

1. You have to use Ctrl-Alt-Del to terminate the frozen program.
2. Go to Desktop > Start > Run. Type %TEMP% and click the OK button. This will bring you to the Windows temporary files folder.
3. Look for the file CenoPDFFontLog.txt. This file logs the font files that have been processed during the initialization.
4. Open the log file and scroll down to the last line. You should see something like Processing 'C:\WINDOWS\Fonts\filename.tff'.
5. The filename above is the last font file CenoPDF was processing before it froze. Most likely that font file is corrupted.
6. Delete that font file using Windows Explorer.

7. I get a Security Warning when launching Microsoft Publisher 2003. What should I do?

Depending on the security settings in Microsoft Publisher 2003, you may see a Security Warning box when Publisher is loading CenoPDF. If this occurs, CenoPDF might not be loaded correctly. To get rid of this warning box, you can go to menu Tools > Macro > Security. Select Trusted Publishers tab and check the Trust all installed add-ins and templates box. You must restart Publisher in order to load CenoPDF correctly.

8. My Word Art contents are not displayed correctly in the PDF file generated from CenoPDF. What should I do?

It is a known problem that some Word Art effects, but not all, cannot be exported correctly in the final PDF file. We suggest you try different Word Art effects and only use the ones that work correctly.

9. Why does the CenoPDF menu disappear after I install Adobe Acrobat 6?

Adobe Acrobat installs PDF Maker add-in in Microsoft Office, which may conflict with CenoPDF that causes CenoPDF menu to disappear. Our tests have shown the conflict only occurs when Adobe Acrobat 6 is installed. Adobe Acrobat 7 or higher is compatible with CenoPDF.

To resolve the conflict, you can remove the PDF Maker add-in from Microsoft Word. Contact us if you need further assistance.

10. What are the known issues in CenoPDF?

• If you use transparent color in your document, the color may not be displayed correctly in the output PDF file. Please make sure the transparency settings are 0% in all of your shapes. If your document contains .png images, which support transparent color, you should replace them with .jpg images or other formats with only opaque colors.
• You cannot add PDF fields to the header or footer of a Word document.
• In your Word document all pages must be same size.
• Some Word Art contents may not be generated correctly in the output PDF file. We suggest you try different Word Art effects and only use the ones that work correctly.

11. Can I use a Purchase Order to buy CenoPDF?

Yes, we accept Purchase Orders. We use shareit.com to process our orders. Please refer to their instructions about how to place a Purchase Order. In your Purchase Order, please specify the product name is CenoPDF and product ID is 222741.

12. After I purchase CenoPDF license, can I remove the watermark generated by novaPDF printer?

No. Although novaPDF printer is part of the CenoPDF installation, the CenoPDF end user license does not include license to novaPDF.

In other words, with the purchase of CenoPDF license, you will get a registration code that will remove the watermark when you export to PDF from CenoPDF, but this code will not remove the watermark if you print your document through novaPDF printer.

13. If I purchase a single license CenoPDF, can I install it on both my desktop and my laptops?

Yes, you can install CenoPDF on more than one computer as long as only one person uses it at one time, as stated in License Agreements:

"...This registered copy of CenoPDF may be installed on computers used by one single person only, or it may be installed on one computer used non-simultaneously by several persons, but NOT both..."

14. How do I order multiple licenses?

If you want to run CenoPDF on different machines for multiple users, you need to purchase multiple licenses. To do this, first go to our Purchase page to order the number of licenses you need. Once the purchase is complete, you will recieve the registration codes in an email for each license. You can assign a different registration code to each license arbitrarily.

Second, download and install the free trial version of CenoPDF to each computer you are planning to run CenoPDF on. After CenoPDF is installed successfully, run Microsoft Word and you will be prompted to input the registration code to unlock CenoPDF from the trial version to the full licensed version.

15. Why there was no confirmation after I entered my registration code in the software?

This is by design. In earlier versions of CenoPDF we used to display a message after a correct registration code is entered. After, however, we realize that hackers have been using this feature to crack our software, we removed it.

Even you do not see any confirmation, your registration code still takes effect and there won't be any watermark on the bottom of output PDF files.