"; PhraseExpress - Technical Support

How may we assist you?

First Aid

There are a few situations where PhraseExpress disables editing of phrases:

  • The local phrase file is set to read-only (file attribute "read-only" is set).
  • PhraseExpress was launched with the command-line parameter -readonly which disables editing functions. See chapter "Command line parameters".
  • You are trying to load a phrase file with an older PhraseExpress version. If the phrase file has been touched by any new PhraseExpress version client, it becomes write-protected for older versions which have become incompatible with the new phrase file format. Solution: Install the latest PhraseExpress version.
  • Phrase file provided by us may eventually be write-protected internally.
  • If using a PhraseExpress Server:
    • Editing is locked while the PhraseExpress window of another user on the network is opened to prevent simultaneous write collisions and synchronization issues. The status column of the Client Manager's monitor shows the current editor.
    • You may not have edit rights for a particular phrase folder.
    • If the network connection is interrupted, PhraseExpress falls back to a write-protected cache file. Editing is disabled as any change would be lost after PhraseExpress switches back to the network phrase file if the network connection is re-established again.
    • All PhraseExpress clients on the network must have the same version number. Editing may be disabled as older clients may not support features of a newer phrase file on the network.

PhraseExpress should launch in about 10 seconds with approx. 10k phrases.

The loading time depend on following parameters:
  • Phrase file location
  • Network speed
  • Number of phrases
  • Phrase contents
  • Computer performance (barely relevant for modern PCs)
Optimization tips:
  • Minimize redundancy:
    • If you use the same phrase multiple times in different phrase folders in your library, don't copy the phrase but use phrase links.
    • If you use the same text portions (e.g. signatures) within multiple phrases, create a global variable of the repetitive text and use the variable in the phrases.
  • Remove formatting from formatted text phrases wherever possible.
  • The obvious: Remove contents, that is not required.
  • Review bitmaps embedded in phrases: A bitmap, that may look stamp-sized in editor can have a 300MB uncompressed source. Consider linking bitmap files into a phrases rather than embedding the bitmap file itself into the phrase file. If you need to embed bitmaps, make sure that you embed the bitmap in the size you actually need.
  • If you have many formatted phrases and/or bitmaps, consider using PhraseExpress with a SQL Server that transmits the contents of any phrase to the client only when actually needed.
  • Review the clipboard cache contents and consider restricting the max number items in this folders. You many also enable the option to clear the cache on program shutdown.
To resolve unwanted text replacements:
  • If you delete the text replacement with Backspaces, PhraseExpress will suppress the text replacement for the very next time you enter it's associated autotext abbreviation. This unwanted autotext detection can be configured in the program settings under "Settings » Features".
  • Alternatively, press & hold the SHIFT-key and click the PhraseExpress tray icon right after an unwanted text replacement occurred. PhraseExpress will open the edit window of the unwanted text replacement, allowing you to edit the autotext or hotkey association. You can also restrict the detection of the autotext to specific programs.
  • Or, right-click the PhraseExpress task bar icon to get additional options to exclude that phrase or PhraseExpress in general from particular programs by unchecking the context menu option "Detect typing in [program xyz]".
  • Perhaps, it's not PhraseExpress, doing the text replacement: Exit PhraseExpress and repeat entering the text, that triggered the unwanted text replacement. PhraseExpress can't replace text if it is not running. If the text replacement still occurs, you would need to investigate which other application may cause the unwanted behavior (e.g. Microsoft Office AutoCorrect).

If you get an unwanted popup menu with text suggestions or phrases, you can right-click such entry in the popup menu to get options to prevent future suggestions.

You can define a custom hotkey to open the last executed phrase in the PhraseExpress settings in the program setttings under "Settings » Hotkeys".

If an imported phrase file has no contents:
  • Check the phrase file size in Windows Explorer. If it shows 0 KB, it really may be empty. It either never had contents or the phrase file has been exported by user who had no read access permission.
  • You may not have such read access permissions to the contents within the phrase file. Contact the user who exported the phrase file and let him add read permission to your user name.
  • The contents may accidentally be deleted and reside in the recycle bin. Click the recycle bin to expand any content (if any).

Make sure to actually register your purchased license key in the software. The act of purchasing alone does not license the software. You need to register the license key you received in the delivery email in the software. See the product documentation how to register the license key.

The "About" window informs if maintenance of your license key is expired. If you get license notifications because you are using a software version that has been released after maintenance expiration, you would need to renew maintenance for your license.

Our software is available in different product variations (Standard, Pro, Enterprise) with different sets of features as advertised in the comparison table of the respective shop webpage.

A special feature of our software is that you can try features of all editions, even if you purchased and registered a smaller edition that does not include such feature of any higher edition. However, in such case you will get occasional license reminders which list the features that triggered the license reminder. Those are not included in your license.

This approach allows you to consider upgrading to higher product variation even after your initital purchase decision.

Options:
  • If you already purchased the higher edition, make sure to actually deregister the license key of a smaller edition and register the license key of the higher edition.
  • Consider to upgrade to a higher edition.
  • Discontinue using features that are not included in your license.

If an e-mail is currently marked in your inbox and you press the Backspace key, the marked e-mail will be put into the mailbox recycle bin.

When entering an autotext, PhraseExpress also simulates pressing the delete key to remove the typed autotext and replace it with the desired text module.

Solution: Do not use autotexts that you type whily you have marked but not opened e-mails in your mail program.

Following trouble-shooting tips should be able to help you if you experience connection issues:

General

  • Make sure to use the latest software versions. The PhraseExpress clients must have the same major version number as the PhraseExpress server. Example: If you use PhraseExpress v14 clients, you also must use a PhraseExpress server v14. You cannot use a v12 Server with a v14 client for example.
  • Make sure that the computer running the PhraseExpress server has a TCP/IP network connection to all computers running the PhraseExpress clients.
  • Check any firewall or any other “security” program does not block PhraseExpress from accessing the network.

Server Trouble-Shooting

  • Make sure to run the latest PhraseExpress server version.
  • Check whether if PhraseExpress server service is running on the server PC: Open the Windows Management Console by right-clicking the "My Computer" desktop icon and select the popup menu item "Management". Switch to the list of Services and find the entry "PhraseExpress server" from the list. Make sure that the PhraseExpress server service is marked as "Running". If "Stopped", click on "Restart". If this fails, reboot your computer and try again.
  • Launch the Client Manager and switch to the "Monitor" tab. Red-colored status text indicates a problem.
  • If you ran out of available licenses purchase additional licenses or remove license key association if you wish to use a license for another user.
  • Switch to Client Manager tab "Log" and have your IT administrator inspecting the log file to identify entries that could point to a problem.

Client Trouble-Shooting

  • A green-colored exclamation mark in the task tray icon indicates a proper connection to the PhraseExpress server and everything should be fine. Hover the task tray icon for additional information.
  • If the task tray icon contains a red-colored exclamation mark, the client is not connected to a PhraseExpress server and uses a local phrase file instead:
    • Open the PhraseExpress client main program window, select Tools » Settings » Networking and enable the Networking option.
    • Connect to a PhraseExpress server by selecting File » Open » Connect to PhraseExpress server.
    • If the client cannot automatically find the server, your network configuration may blocks UDP broadcast polls used for the automatic server search. In this case, enter the server PC's IP address manually.
  • If the exclamation mark of the client task tray icon is missing, it lost network connection to the PhraseExpress Server and now uses a temporary copy of the network phrase file. Try to reconnect to the PhraseExpress server as explained above.

PhraseExpress supports formatted text and bitmaps in phrases. To turn an unformatted phrase into a formatted phrase, simply start apply formatting, like bold, italic, font changes.

You can export a phrase into a phrase file or as a txt/rtf/doc text file.

Like most software, PhraseExpress includes a software update check to inform you about newer versions.

Newer versions may include critical adjustments, that maybe required because of changes in the operating system or other software.

As updates may be required to prevent data loss, we are obliged by liability laws to inform you about software updates.

If you insist not to update your software at your own risk, you can disable the update check and notification feature in the PhraseExpress settings.

By disabling the update notification, you will not be notified about any critical update anymore.

We strongly recommend to keep your software up-to-date to maintain its operability with future OS updates.

The macOS system function "Secure Input" protects sensitive text input (such as password input) from being spied out by malicious programs.

This feature is activated by the program, that receives the text input and it has to be disabled by the same program after data entry. For example, the Safari browser is enabling "Secure Input" in password input fields.

Unfortunately, some applications do not to seem to release the "Secure Input" mode which makes any subsequent text input invisible for 3rd party apps, including ShareMouse.

This not an error in PhraseExpress and it has no way to remotely disable "Secure Input". If this would be possible, also malware would make use of such remote disabling, making the security feature "Secure Input" obsolete.

Work around: Disable "auto-submit" feature of any auto-login feature and/or close and restart the application, that caused the interference.

"G-Data Internet Security" can prevent PhraseExpress to detect abbreviations in browsers like Chrome or Firefox and other applications, like Microsoft Word.

This will cause PhraseExpress not to expand autotext abbreviations or to show the phrase menu.

To configure "G-Data Internet Security" for use with PhraseExpress:
  1. Open "G-Data Internet Security" by right-clicking on its tray icon and select Start G-DATA INTERNET SECURITY.

  2. Click Web protection / More settings…

  3. Click on Advanced in the browser protection section.

  4. Uncheck all desired browsers.

After following above steps, PhraseExpress shall detect your autotext input reliably.