FAQ

Below are some Frequently Asked Questions which you can search or browse. You can also use the following options which are shown on the right of most screens to contact our staff:

  • the blue support chat button (if our staff are online) or
  • the grey message button (if our staff are offline).

We are located in Canberra, Australia and and are usually available from 6am to 10pm (Australian Eastern Standard Time-UTC+10 or Australian Eastern Daylight Time UTC+11). It is currently   in Canberra, Australia.

The following table shown times in 12 world cities to pick the best time for a support session (ideally between 6am and 10pm Canberra time).

Support and trouble shooting

How to copy the “status information” and send it to eMarking Assistant

To help diagnose an issue you might be asked to copy the “status of eMarking Assistant” and send it to Peter.Evans@emarkingassistant.com

To do this:
  • show the toolbar by pressing ALT/F8 or go to the Add-ins menu and select Show eMarking or eRubric toolbar
  • click the ?_install tab near the bottom right of the toolbar
  • click the Install, activate or buy button
  • highlight all the text in the Status of your license on this computer box. This starts with eMarking Assistant license details: and ends with the current date and time.  Press CTRL/C to copy this to the clipboard
  • paste this into an email and send it to Peter.Evans@emarkingassistant.com
We will then diagnose the issue and reply to you.

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eMarking Assistant and the Oct 2016 update of Office 2016 or Office 356 on Windows

Update (4 Nov 2016):

On Nov 2 2016 Microsoft released an update which solves this issue (read more on the Microsoft site).  They mention that this update is not yet available “if you’re an Office Insider on the Slow level or an Office 365 commercial subscriber on First Release for Current Channel”. I will post an update in the eMarking Assistant newsletter when they have fully fixed the problem.

If you disabled Office updates you can install the fixed update by opening Word and then:

  1. turn on automatic updates: File > Account > Update Options > Enable updates
  2. update your Office : File > Account > Update OptionsUpdate Now

If you disabled eMarking Assistant you can now enable it by:

  1. File > Options > Add-Ins > select Word Add-ins in the menu at the bottom of the screen > Go 
  2. Put a tick next to eMarking Assistant.dot
  3. click OK

—old message below here included for reference—

Summary:

If you are using Windows Office 2016 or Office 356 (see below to display your version), I strongly suggest that you disable automatic Office updates (instructions below) until I have investigated the issue with the latest Office update. It is much easier to disable automatic updates than roll back to a previous update!

Feel free to contact me if you have any questions about this issue or you can provide any additional information.

The problem:

I have verified that the latest (October) update to Office 2016 or Office 365 causes Word with eMarking Assistant to either:

  • not open or
  • to be non-responsive or
  • ask you to disable eMarking Assistant

There have been numerous reports from publishers of other Add-ins that there is a problem with this Word update. Microsoft have acknowledged the problem:

“On October 4th, 2016, we [Microsoft] released an Office 2016 Click-to-Run update which … unfortunately … introduced an issue that affects the way VBA form controls … behave in some situations…. In some cases, your Office app may stop responding when you attempt to open a macro-enabled file containing form controls…. We are deeply aware how important it is to resolve this issue and we are actively working on releasing a fix as soon as possible.” (read in full).

The solution:

When Microsoft releases their fix, I will announce this on this page and in the eMarking Assistant newsletter. Until then you should use the following workaround.

1. Turn off Office automatic updates in the following way:

  1. Open Word
  2. Use the File menu and select Account. This will show the word version and the latest Office update (see image below)
  3. Click the down arrow  next to Update Options and select Disable Updates. You will also need to click Yes to confirm you want to make the change.

2. If Word does not start or is unresponsive you can restore Word update  16.0.7167.2060 in the following way:

These instructions are a simplified version of the instructions from Microsoft at https://support.microsoft.com/en-au/kb/2770432. The video at the end of this page demonstrates the process:

  1. Right click the Windows logo at the bottom left of your screen and select the Command Prompt (admin) option to open the command window
  2. Type the following into the command window to move into the correct folder
    cd %programfiles%\Common Files\Microsoft Shared\ClickToRun
  3. Type the following into the command window to download and run the update
    officec2rclient.exe /update user updatetoversion=16.0.7167.2060
  4. You may then see a downloading window and it may take several minutes to download
  5. If you see a repair dialog box, click Online Repair, then click Repair, and then click Repair again.
Command window showing reverting to a previous update

Command window showing reverting to a previous update

 

 

 

 

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How can I start an online support chat session or online screen sharing support session?

Starting an online support chat session

The online support button on the right of most pages allows you to:

  • start a text and or audio chat with out support staff (if they are online) or
  • send a message (if they are not online)

You can also contact Peter Evans via Skype using Skype ID  evans-pj

Online support screen sharing session

Often the easiest way to sort out an issue is to use a screen sharing application called Mikogo (see below for instructions) to view your screen. If you use Skype we can also view your screen in Skype.

Arranging a time for a screen sharing session

If you want you can arrange a time for a support session by sending a message using the online support button. We are located in Canberra, Australia and are usually available from 6am to 10pm (Australian Eastern Standard Time-UTC+10 or Australian Eastern Daylight Time UTC+11). It is currentlyin Canberra, Australia.

The following table shown times in 12 world cities to pick the best time for a support session (ideally between 6am and 10pm Canberra time).

How to Connect to a Mikogo screen sharing session

  1. At the arranged time, go to the eMarking Assistant site and click the Online Support button that is on the right of most screens. You can then enter your name and the reason for the chat and then click the Start Chat button.
  2. You can move the chat window to the side of the screen to allow room to show Word. If you have a microphone you can click the mic button at the bottom of the chat window to talk rather than type
  3. Go to http://go.mikogo.com and enter the nine number Session ID that will be provided to you, your first name, make sure that Connection Program is selected, and then click Join session
  4. When the Mikogo program has finished being downloaded you can Open or Run it.
  5. The Mikogo window will then open and you will see that you are connected into the session
  6. You may then be asked be a presenter so the eMarking Assistant support staff can see your screen.

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Security in Microsoft Word (enable macros and protected documents)

eMarking Assistant and Rubric-O-Matic use Microsoft Word macros to provide functions which will help you mark assignments and provided feedback. However, macros can also be potentially harmful and you should only enable macros from trusted sources. The macros in the eMarking Assistant and Rubric-O-Matic documents have been locked to prevent modification or inclusion of malicious macros.

It is important that you do not change the security settings in Word (FILE > Options > Trust center > Trust center Settings > Macro settings & Protected view) so all macros in all documents are enabled without notice (see video at the end of this page).  The safest options are to set Word to open documents in Protected mode and disable macros but to notify you so you can override these on a document by document basis.

Depending on what version of Microsoft Word you are using your screen might look different but the general process is similar (see video at the end of this page). You can also find information by searching for your version of Word and “enable macros” or “protected mode” or “enable content” or “enable editing” or “reading mode” e.g. “Word 2013 enable macros”.

“Protected mode” is displayed at the top of the document

Recent versions of Windows and Office record where the file was downloaded from. If the file came from the internet or a network drive, the file is often opened in “protected mode” and you need  to follow the prompts to “edit it” before you can use eMarking Assistant”. Sometimes Word will say that the file is “potentially dangerous”.

“Enable content” or “Enable macros” is displayed at the top of the document

When you open the document you may see a pink or yellow ribbon at the top of the document saying that you need to Enable Content or Enable Editing or Enable Macros before you can start using eMarking Assistant.

The document is opened in “Reading mode”

Recent versions of Windows and Office may open the file in “Reading mode” which displays in a large font and you need to open the VIEW menu and select Edit document before you can use eMarking Assistant.

Old versions of Word might ask “Do you want to enable macros in this document”

Tick the box to enable macros in this document.

Old versions of Word might not display anything

Word macro security settings

Word macro security settings

Some versions of Word will be set to disable all macros without notification. All versions of Word have 4 settings as shown in the following image. In this case you should change the security level to disable all macros with notification and this will allow you to decide on a document by document basis if you want to enable or disable the macros.

To do this in Word 2007 or later

  1. go to the “File” tab > “Options” menu item > “Trust Center” link in the left margin > “Trust Center Settings” button > and set the macro settings to “Disable all macros with notification“ > click “OK” several times to return to the document
  2. quit out of Word by using the File tab > Exit out of Word
  3. When you reopen the eMarking Assistant document in Word you should be shown a banner and the top of the document asking you if you want to enable content and you should click “enable content

In Word 2003 or earlier

  1. use the “Tools” menu > “Macro” menu item > Security item > then set the security level to “Medium:” > then click “OK” to return to the document
  2. quit out of Word by using the File menu > Exit out of Word.
  3. When you reopen the eMarking Assistant document in Word you should be you will be asking you if you want to enable macros and you should click “yes“.

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The F5, F6, F7, & F8 or ALT/F8 function keys do not work (FN lock)

If the function keys do not operate correctly in eMarking or eRubric Assistant this may be because your computer uses these function  keys to perform special actions e.g. start or stop multimedia, switch between different screens or perhaps turn WiFi on or off, rather than generate the standard function key codes. This will generally be shown as small icons on the function keys (see below).

Function keys showing additional functions

Function keys showing special functions on a Dell computer showing special device functions

Function keys on a Macintosh computer showing special device functions

Function keys on a Macintosh computer showing special device functions

Each computer manufacturer uses their own way to switch between the standard F1 to F12 function keys and these special device functions and if you google the name of your computer manufacturer and “Fn lock” or “Function keys” or similar you will find information for your specific computer. Below is general information that many also apply to your computer.

Windows computers

To generate the standard F1 to F12 keys rather than the multimedia functions you need to hold down the Fn key. If you have a Fn Lock key you can press it to toggle between the standard F1 to F12 keys and the special multimedia keys. On the Dell computer illustrated above you need to hold down the Fn key and then press the ESC or Fn Lock key to toggle to the Fn key or special  key mode. On a Surface Pro type cover 2 you need to hold down the CAPS LOCK and then press the FN key to use the FN keys as FN keys

Macintosh computers

If you are using certain Macintosh computers you may need to:

  • set your keyboard to use all function keys by clicking System Preferences > Hardware > Keyboard > and tick the option “Use all F1, F2 keys as standard function keys
  • disable existing keyboard shortcuts by clicking System Preferences > Hardware > Keyboard > Keyboard shortcuts > then untick the options next to F5, F6, F7 and F8).

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How to edit a file that Word opens in protected mode (downloaded from the Internet)

Recent versions of Windows and Office record where a file came from (the internet, your local storage or network storage). Depending on how Office has been setup, files downloaded from the Internet or network storage might open in Word in protected mode. and this means that you are unable to edit it or run macros in it.

The following video shows you what you will see when you open a file in Word in Protected mode and how you can change this to open the file in unprotected mode or unblock the file.

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“{” and field codes are visible in my document — ALT F9 to show/hide field codes in your document

Microsoft Word uses field codes to hide additional functionality behind the text of Word documents e.g. the destination of a hyperlink.

Pressing ALT F9 shows these field codes throughout the document (see below).

Field codes are shown

Field codes are shown

Pressing ALT F9 hides the field codes (see below)

Field codes are hidden

Field codes are hidden

 

 

 

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“page #” is shown in some comments and how to resolve this

In rare circumstances, { PAGE \# ‘”Page: ‘#’ ‘” } (or something similar) may be saved in some reusable comments on some computers.  This is a Microsoft field code for inserting the page number into the document and you can press ALT F9 to display either the field code or the field result ( see FAQ or (read more from Microsoft).

If this occurs on your computer, I would grateful if you could contact me so I can identify why this occurs and resolve the issue.

People have found the following ways to resolve the issue:

  • press ALT F9 several times to toggle between displaying either the field code or the field result.
  • insert the comment into the document or margin > at the end of the comment press the Enter key several times to insert paragraph marks > show the paragraph marks by using the HOME menu, then Paragrap group and clicking the ¶ button > then select the comment being careful not to include the paragraph marks > then resave the comment. This is shown in the following video

  • If you have many comments which  include  { PAGE \# ‘”Page: ‘#’ ‘” } you can export all comment into a Word table (the Setup tab > Manage Comment banks menu > export comment bank). You can then edit the table to remove the field code. Then import the comment bank using the Setup tab > Manage Comment banks menu > export comment bank.

If this error occurs on your computer I would be grateful if you could contact me so I can identify exactly when this error occurs and then resolve it.

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How can I contact eMarking Assistant or get assistance?

You can contact eMarking Assistant and get assistance in any of the following ways:

  • click the blue Online support button (on the right of most pages) to start a text or audio chat if our support staff are online
  • click the grey Offline message button (on the right of most pages) to send a message if our support staff are not online
  • sent an email to info@emarkingassistant.com
  • contact Peter Evans via phone on: +61 (0) 407 742 851
  • contact Peter Evans via Skype on:   evans-pj Skype evans-pj

eMarking Assistant also runs regular online webinars in the last week of every month. We can also arrange an online screen sharing if required for trouble shooting.

Self help assistance is also available via:

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What version of Office, Operating system, processor you are using?

To find out the version of Office you are using:

  • use the File menu and select Help to see
    • the version of Office e.g. Office 2007 (version 13), Office 2010 (version 14), Office 2013 (version 15)
    • the bit version of office e.g.16 bit, 32 bit or 64 bit
    • the edition e.g. home, professional, professional plus, enterprise
  • in earlier versions you might need to use the Office button (large round button at the top left) or the Help menu and select About Microsoft Office

To find information about the Operating system and hardware:

  • use the Start button (at bottom left) > Control Panel > System and Security > System to see:
    • the version of Windows e.g. 2000, 2002, XP (2003) , Vista (2007), Windows7 (2010), Windows 8 (2013), Windows RT
    • The edition of Windows e.g. Home, Home Premium, Professional, Ultimate
    • the computer brand
    • the Processor and speed e.g. Intel(R) Core(TM) i7 Q 740 @ 1.73Ghz
    • the Amount of Installed Ram e.g. 4.00 GB
    • the bit type of the system e.g. 32 bit, 64 bit
    • whether there is touch input

eMarking Assistant runs on all versions of Office for Windows since Office 2000 except:

  • Office 2013 running on Windows RT tablets running ARM based hardware
  • Office 2010 starter edition (ad-supported)

 

 

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How do I find the license ID and status of my license on my computer?

Follow the instructions at the bottom of this FAQ to check the status of your eMarking Assistant or Automated Analytic Rubrics license in the following way. The following  information  is shown:

  • has it been installed (eMarking Assistant) or run (Automated Analytic Rubrics) and if so when and what was the version e.g. 2.1.2
  • what is your license ID e.g. ABCDE-FGHIJ
  • has your subscription been activated and if so when?
  • when will the status change?
  • is it a primary, secondary, complementary or site license?
  • what operating system are you using?
  • what version of Office are you using?
    on your computer by doing the following:

If using eMarking Assistant do the following:

  1. open any Word document and show the “eMarking Assistant toolbar” by pressing ALT F8.
    • If ALT F8 does not show the  “eMarking Assistant toolbar“, you may not have installed eMarking Assistant and you should open the eMarking Assistant document which you downloaded
  2. Use the “Help” tab on the eMarking Assistant toolbar and click the “Computer ID, license & buy” button to show the “Help and license information” window which shows the relevant information. You can highlight the text in the Status field and copy (CTRL/C on Windows or Command/C on Macintosh)  and paste the information into an email and send to info@eMarkingAssistant.com if requested.

If using Automated Analytic Rubrics do the following:

  1. open the “Automated Analytic Rubrics” document and show the “Help and license information” by pressing ALT F8.
    • If ALT F8 does not show the  “eMarking Assistant toolbar“, you may not have installed eMarking Assistant and you should open the eMarking Assistant document which you downloaded
  2. The “Help and license information” window shows the relevant information. You can highlight the text in the Status field and copy (CTRL/C on Windows or Command/C on Macintosh)  and paste the information into an email and send to info@eMarkingAssistant.com if requested..

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Why might eMarking Assistant become disabled and hide the Add-ins tab?

Occasionally conflicts occur between Word add-ins and one or both add-ins will be disabled. This is very rare and I am only aware of 4 times this has occurred in more than 5 years. If this does occur the Add-Ins tab (Word 2007 or later) or the Show eMarking or eRubric toolbar option (Word 2003 or earlier) will disappear. You can confirm that the add-in has been disabled by doing the following (In Word 2007 or later):

  • Using the File tab and selecting Options
  • Click the Add-Ins tab and looking in the Inactive or the Disabled Application Add-ins group and looking for the eMarking Assistant.dot add-in.

You can reenable the eMarking Assistant.dot Add-in by

  • using the Manage dropdown menu at the bottom of the page and selecting Templates then clicking Go…
  • Placing a tick next to eMarking Assistant.dot and clicking OK
  • You should now see the Add-ins tab containing the Show eMarking or eRubric toolbar option

If the eMarking Assistant.dot Add-in becomes disabled again you should arrange a time for an online support session or send the list of active add-ins to info@eMarkingAssistant.com and we will investigate the issue.

 

 

 

 

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Some firewalls and antivirus software may rename Word documents containing macros

(This is very rare and if you are unsure you may want to ask someone to assist you doing this.)

Some firewalls and antivirus software may rename Word documents containing macros and this will prevent you from enabling macros and thus installing eMarking Assistant.

To check if the file has been renamed you should:

  • check that the eMarking Assistant document file name contains .doc at the end
  • if it does not you need to rename the file by changing the bit after the dot to .doc i.e. change eMarking_Assistant_1_94.docz to eMarking_Assistant_1_94.doc
  • some versions of Windows have been setup to hide known file types and in this case you need to show the file extension by going to Windows Explorer > Organise > Folder and search options > View > Files and folders > and remove the tick from the Hide extensions for known file types > click Apply > click OK
  • When you return to your desktop you will then see the file extension and you can change it to .doc

Once you have renamed the file you should be able to enable macros in the document.

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How do I check if I have the latest version of eMarking Assistant?

New version of eMarking Assistant are released based on feedback and suggestions from users. An activated license entitles you to unlimited upgrades.

You can look to see if there is a new version by:

  • showing the eMarking Assistant Toolbar (ALT F8)
  • if you are using eMarking Assistant, clicking the Help tab on the toolbar then clicking the Install, Computer ID & Buy button.
  • noting the version and build date which is shown about 1/2 way down the status window
  • clicking Check for updates will load a web page listing your current version. Scrolling up the page will shown any newer version and listing the enhancements and a link to download the latest version.

A list of all versions is shown on the following page: http://www.emarkingassistant.com/community/mod/forum/view.php?id=14

Upgrading to the new version involves downloading the new version and then clicking the “Install or Upgrade eMarking (or eRubric) Assistant” button at the start of the document (in earlier versions this was titled “Install and start your 30 day trial”). Existing reusable comments and eRubrics will continue to be available and you do not need to uninstall the old version. You can elect to reinstall the default comments if you want.

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How do I uninstall eMarking Assistant?

Even if you decide not to use eMarking Assistant you will probably not need to uninstall it. Once your trial or license expires you will only see a reminder if you show the eMarking Assistant toolbar or use an eMarking Assistant feature.

If you do want to uninstall eMarking Assistant you can do so in the following way (see video at the end of this section):

  1. open the original eMarking Assistant document that you used to install the software. The document name starts with “eMarking_Assistant” if you need to search for it. If you have deleted it you can download a new version from http://emarkingassistant.com/)
  2. open the document and click the Uninstall eMarking Assistant button on the first page
  3. when you restart Word the eMarking Assistant toolbar or addins menu will be removed.

Feel free to contact Peter Evans if you have any difficulty.

Unable to display content. Adobe Flash is required.

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How do I temporarily disable eMarking Assistant (and then reenable it)?

You can delete eMarking Assistant by clicking the grey Uninstall eMarking Assistant button in the first section of the eMarking Assistant document. If you do not have the eMarking Assistant document you can download a new one from http://emarkingassistant.com/

If you can’t delete eMarking Assistant in this way or you want to temporarily disable it and then reenable it, you can do so in the following way:

  1. Open Word and file the location of the Word Startup folder then quit out of Word
  2. Open the Word Startup folder in File Explorer or Windows Explorer
  3. Either:
    1. If you want to temporarily disable eMarking Assistant, you need to click the Options button to show file extensions and then rename it from eMarking-Assistant.dot to eMarking-Assistant.disableddot
      1. To reenable it simply rename it back to eMarking-Assistant.dot
    2. If you want to delete eMarking Assistant, you can highlight the file and then press the Delete key

This method will work with any Microsoft Office Add-in or Template which is run from the Startup folder.

 

 

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How do I get the toolbar to show in any Word document (not just the eMarking Assistant document)?

The eMarking Assistant toolbar (and the supporting program/macros) are embedded in the eMarking Assistant document. If you want to use the toolbar in any document, you need to install eMarking Assistant so the toolbar and the macros are copied to Word’s startup folder so they are available any time Word is operating.  You can see if eMarking Assistant is installed by pressing ALT F8 to show the toolbar > clicking the Install, Comp.ID, License & Buy button > clicking the Show updated status button > reading what is shown in the status window.

To install eMarking Assistant so you can use it in any document, you need to click the Install eMarking Assistant button at the start of the document and follow the prompts as shown in the following video.

In some rare circumstances eMarking Assistant is installed but the add-in has become disabled and thus the toolbar is only visible in the eMarking Assistant document. You can check if the add-in has become disabled in the following way:

  • either:
    • (in 2010) click the File tab > Options item > Add-Ins selection
    • in 2007 click the Round Office button (top left) > Options button > Add-Ins selection
  • if eMarking Assistant is a Disabled add-in you can re-enable it by:
    • use the Manage drop down > select Word add-Ins > click Go
    • put a tick next to eMarking Assistant > click OK
  • The eMarking Assistant toolbar should now display when you press ALT F8

Once you have installed eMarking Assistant you can use it in any document by pressing ALT F8.

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