Normal.dotm conflict

Hi there,

Thanks for your post.  I am going to connect you to our Support team to take a look into why this may be happening and how to prevent in the future.

Hi Sara!

Thank you for the response.  I just heard back from the end-user, and she said the popup did return, so my changes were a very temporary fix.  Any steps towards a resolution would be appreciated.

Thanks,

  -Joel

​@CCIO Support ​@Sara Sultan I have also recurrently had this pop-up for around the last month.

​@JKibler can you please reach out support if this happens again?

Hi Sara!  

We got one message from the support team but no responses to any followups.  We already went through the standard steps of killing the normal.dotm file and letting Word recreate that on its own with the standard perms, but the issue is still recurring.  Are there any next steps recommended for this?

Thanks,

  -Joel

Hi Joel,

I just reached out to our Support team.  They will update you on the ticket.

Hi Jeff!

I've updated Laurie to 9.10.4, the latest version I could find on the site, and it has not resolved the issue, it just changed it.  Rather than .dotm errors, she's now getting errors that the file is renamed or has been moved/deleted:
  

This is when the files are opened directly from Recents in Explorer.  When opened from Smokeball, they're opening successfully, but in Protected View every time and she has to change that manually.  

Please advise.  I can also arrange a remote session with Laurie if that's easier.  

Thanks,

  -Joel

​@CCIO Support - I don’t believe Smokeball documents are meant to be opened using “Recents” in Explorer. I think Smokeball documents may be stored in Amazon AWS, then locally synchronized (or vice versa; local storage may be to a local SQL server?). When the file is opened a temporary file is created in a folder location not usually accessible to users. If your user is trying to open as a recent document in explorer that temporary file may no longer be present. Again, I am speculating about the mechanics of this.

Regarding protected view, I have not seen that issue, but the word installation may be treating the temporary folders as an unsafe location. If so, you may need to list the folder where Smokeball temporarily saves the documents as a “trusted location” to stop the protected view prompt from coming up. In my experience Smokeball tech support can and will log in and fix these types of issues for you.

​@JKibler once again showing us why he has the Smokeball Genius tag.  Excellent and correct answer Jonathan!

I’ve been getting that message a lot lately. 

Hi Alan,

Let me connect you with support to look into this.