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Our office is on holiday vacation from 07/16 to 8/7/2019 and we will answer your inquiry after re-opening. Thank you for your patience.

Your Bartels Media Team

How may we assist you?

First Aid

We are aware of incompatibility issues with Edge which seem to have been introduced by Microsoft with a recent Windows 10 "Creators" upgrade.

Work around: Disable Option in PhraseExpress Settings » Expert options » Text output » Force focus change.

Alternatively, consider using another browser like Chrome or FireFox.

Please check the following if text is text inserted incompletely or with wrong characters:

  • Applications and web browser input forms may use Javascript to process your input which may interfere with the PhraseExpress text insertion. For example, Adobe Dreamweaver or software development software ("IDEs") can perform heavy text input processing. You may need to change the paste method to clipboard paste in such case. If you use the browser Apple Safari v5.1, you need to configure the paste method to "SendKey".
  • If the first few letters of a text insertion are doubled in any Office program (such as Word, Excel or Outlook), then most likely the AutoCorrect feature of MS Office is enabled and interferes with the AutoCorrect feature of PhraseExpress. We strongly recommend disabling the AutoCorrect function in MS Word. You can import your MS Word AutoCorrect entries into PhraseExpress for use in any application anyway.
  • If text is inserted only partially or broken, then your computer perhaps is slower than PhraseExpress trying to insert the text. In such case, increase the paste delays.
  • If scrambled text is inserted, please verify if a suitable keyboard language is enabled. Also make sure to use the clipboard paste method if using Asian languages.
  • If inserting RTF- or Word formatted text, make sure that the computer has all required fonts installed that you have used in the phrase.
  • If the insertion of any phrase into a target program still fails, try this workaround: Press and hold the CTRL -key while selecting the phrase from the popup menu. PhraseExpress will copy the phrase contents into the clipboard instead pasting it. You can then paste the phrase manually by using the clipboard.
  • If the first character(s) of the autotext is not removed when inserting the phrase, most probably the auto-capitalization feature of the target application interferes and prevents PhraseExpress from fully removing the typed autotext before the phrase is inserted.

    Workaround: Do not trigger phrases by autotext but by hotkey. For example, you could use the default PhraseExpress hotkey ALT + SPACE to trigger the general phrase menu. Then type the beginning of the description of the phrase you wish to insert and confirm with the confirmation key ( TAB by default).
  • The autocomplete feature is disabled by default. You can enable the feature in PhraseExpress Settings » AutoSuggest.
  • Sentences must be entered identically at least three times before they are considered by PhraseExpress for suggestion. Make sure, that you enter sentences without making typos to let PhraseExpress identify them as repetitive input.
  • Sentences must have a certain minimum length to be suggested.
  • Is the Text prediction feature configured to work in only specific applications?
  • The AutoSuggest feature is generally disabled for Asian languages.

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.

Bitmaps and text formatting

Formatted phrases are a complex topic as multiple different factors are involved:

  • The source program from which you create a phrase from.
  • In case of a HTML source, the way, bitmaps are referenced (embedded, linked per URL or linked to a local file).
  • The target program (and its settings), that receives the formatted phrase.
  • The phrase format (Plain Text, RTF, Word) selected in PhraseExpress to store the phrase.
  • Phrase formatting output settings as defined in the PhraseExpress settings.

Saving a formatted phrase

If you highlight a phrase in the source program and create a new phrase in PhraseExpress, the following happens:

  1. PhraseExpress triggers a "copy to clipboard" action with the highlighted text.
  2. The source program fills the clipboard with the text contents, eventually in multiple formatting variations (HTML, RTF, plain text and eventually custom formats, such as native Microsoft Word formatting).
  3. PhraseExpress analyses the clipboard and prefers to use RTF, if provided by the source program, as phrases are internally stored as RTF in PhraseExpress. If only HTML is available, PhraseExpress converts the HTML into RTF which may change text formatting appearance.

Avoid conversions from HTML to RTF by using a source applications that fill the clipboard with RTF.

Examples:
  • Microsoft Word fills the clipboard with native Word formatting, HTML, RTF and plain text.
  • Microsoft Outlook sends RTF or HTML based on the email settings.
  • Microsoft Wordpad provides RTF and plain text.
  • Microsoft Notepad provides plain text only.
  • Browsers (Firefox, Chrome, Edge, Safari, etc.) and the E-Mail client Thunderbird provides HTML and plain text.

Please contact the vendor of the source application for information about supported formats.

You may also consider to create the phrase directly with the built-in PhraseExpress editor.

PhraseExpress embeds bitmaps into formatted phrases, regardless if they are linked to a local file or URL in any HTML formatted phrase.

Inserting formatted phrases

PhraseExpress sends a formatted phrase to the clipboard in RTF, plain text and HTML, which is a dynamically generated version of the RTF contents.

The target app selects the preferred formatting variation. If the target application prefers HTML over RTF, the phrase appearance may change due to the RTF to HTML conversion.

PhraseExpress has no influence in the target application's formatting choice. However, you can configure PhraseExpress which format to use to output phrases (Settings » Expert Options » Text insertion » Phrase output format).

if choosing "Automatic", PhraseExpress outputs in plain text, RTF and HTML in all target application but Microsoft Office. In this case, no HTML is output as Microsoft Office, unfortunately, prefers HTML over RTF for unknown reasons.

Review the target program clipboard paste settings, if available. For example, Microsoft Word has detailed clipboard paste conversion settings.

Please note, that phrases with bitmaps cannot be synchronized between Windows and Mac due to different storage technologies of either operating system.

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 "Secure Input" rendering 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.

If you miss items in the phrase menu, please check following settings:

  • The phrase may exist in a phrase menu but the menu may be to small. Press Arrow-Down or Page-Down to scroll through the menu or drag the menu window edges to resize it.
  • Have you configured the item to be hidden from the phrase menu?
  • Have you restricted the item to specific programs? In such case, the item is filtered from the phrase menu if necessary.
  • Have access restrictions been applied to the item? Perhaps another user has withdrawn your read rights in the meantime?
  • Check in the phrase tree view of the main program window, whether the phrase file/database containing the missing item is loaded at all. Use the search to find the element you are looking for.

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.

Slow program start?

With Windows 10 Update to 1903, the "ActiveProtection" feature of Acronis TrueImage software blocks mouse hooks. PhraseExpress uses such mouse hooks to determine the mouse position for displaying text menus at the mouse pointer, for example.

Solution: Consider disabling "ActiveProtection" in Acronis until Acronis provides a bug fix.