Word plugin - common issues

Word documents are not opening from my matters

Usually this is caused by Group Policies (a feature inside of Windows, that controls the working environment of user accounts).

First steps:

Open Internet Explorer
Select the Settings cog in the top right corner
Navigate to Internet Options
Select Advanced in the far right tab
Choose to Reset
Reset again
Close
Retry the Word Plugin

If the problem persists:

Open Internet Explorer
Select the Settings cog in the top right corner
Navigate to Internet Options
Select Security in the second tab
Choose “Trusted Sites”
Select Sites
Add https://go.intouchapp.co.uk

The Word plugin has disappeared

If Word crashes unexpectedly sometimes it disables third party plugins and you need to manually enable them again.

Within Word navigate to File > Options
Choose ‘Add-ins’ in the left hand menu
Under the manage section choose Slow and Disabled Add-ins
Tick the InTouch add-in and select Enable / Apply
If that fails, uninstall the plugin and install it again

Virus message

The below error message might display when trying to load a document from a matter.

This is a security warning stopping files being opened from websites that could potentially harm your computer. InTouch opens up the word application from it’s web interface which will flag up this relevant warning on some occasions. There is no need to worry about opening files from InTouch and it is possible on some browsers to stop this message appearing only for InTouch (so you remain protected on other websites).

How do I Remove it?

Open Chrome
Click on the 3 horizontal dots at the top right of the window
Navigate to Settings
Select the Advanced drop down menu
Navigate to System
‘Open your computer’s proxy settings’
Navigate to Security
Select the Green Tick named ‘Trusted Sites’
Click on Sites
Enter www.intouchapp.co.uk into the “Add this website to the zone:”