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I'm having a problem with Ver 11 of FrameMaker. When I hit

Customer Question
I'm having a problem with...
I'm having a problem with Ver 11 of FrameMaker. When I hit the format tab and try to scroll down thru the menu the 'font' list pops up and it won't let me scroll any further.
JA: What kind of computer do you have?
Customer: Dell Precision laptop. I've been running FM on this computer for several years but the problem only starting happening this week.
JA: Have you installed any updates recently?
Customer: I tried yesterday and the dialogue box said it had been updated within the previous hour
JA: Anything else you want the Software Expert to know before I connect you?
Customer: not that I know of
Submitted: 28 days ago.Category: Software
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Answered in 5 minutes by:
11/16/2017
Software technician: Kris Rodgers, IT Manager replied 28 days ago
Kris Rodgers
Kris Rodgers, IT Manager
Category: Software
Satisfied Customers: 3,308
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 28 days ago
Just the last few days
Customer reply replied 28 days ago
No, I don't want you to connect to my laptop
Customer reply replied 28 days ago
are you still there?
Software technician: Kris Rodgers, IT Manager replied 28 days ago

Can you tell me the version you're running please?

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Customer reply replied 28 days ago
FrameMaker ver 11
Software technician: Kris Rodgers, IT Manager replied 28 days ago

Can you tell me the full version number.

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Customer reply replied 28 days ago
Ver 11.0.2.384
Software technician: Kris Rodgers, IT Manager replied 28 days ago

Can you do a repair from the application window and then we will do a manual update

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Customer reply replied 28 days ago
I ran a manual update yesterday -- How can I do a repair?
Software technician: Kris Rodgers, IT Manager replied 28 days ago

What version of Windows is it?

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Customer reply replied 28 days ago
2010
Software technician: Kris Rodgers, IT Manager replied 28 days ago

Windows 10?

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Customer reply replied 28 days ago
Hello?
Customer reply replied 28 days ago
Kris!!! are you still there??
Software technician: Kris Rodgers, IT Manager replied 28 days ago

Yes, can you search "appwiz.cpl" and open it from the start menu please?

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Customer reply replied 28 days ago
OK, done
Software technician: Jeffrey B,
 replied 25 days ago
Jeffrey B
Category: Software
Satisfied Customers: 430
Experience: ICT Support 1/2/3/ Line at Peopleware
Verified

Hello, my name is***** will be assisting you today. Lets get started!

I'm so sorry for the extended wait time. Did you still need assistance with your issue?

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 24 days ago

Understood.

Can we please try the following:

Launch Framemaker.
Select File > Preferences > General.
Uncheck Remember Missing Font Names.
Open, save, and close the affected file.

You will not get the error for that file anymore.

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 24 days ago
In my version of FrameMaker the preferences are under the 'Edit' tab BUT I did as instructed and it did NOT fix the problem.
Software technician: Jeffrey B,
 replied 24 days ago

Understood.

You have restarted the computer?

Kind regards,

Jeffrey

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Customer reply replied 24 days ago
I restarted my computer but the problem still occurs ....
Software technician: Jeffrey B,
 replied 24 days ago

I understand, thank you.

Can you please try the following:

deselect the preference in FrameMaker to “Remember missing font names” and then resave the document.

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 24 days ago
That was done before before I restarted the computer
Software technician: Jeffrey B,
 replied 24 days ago

I understand.

Is there a message which font or fonts are missing?

Kind regards,

Jeffrey

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Customer reply replied 24 days ago
Please return to the beginning of this string of messages -- my problem has nothing to do with missing fonts!!
Software technician: Jeffrey B,
 replied 24 days ago

I understand, sorry I misread.

I am going to contact Filemaker support and contact you asap.

Kind regards,

Jeffrey

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Customer reply replied 24 days ago
FRAMEmaker
Software technician: Jeffrey B,
 replied 24 days ago

Sorry excuse me, I made a typing error.

Yes, correct Framemaker.

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 23 days ago

Hello,

I am available, please let me remotely connect, free of charge.

Lets get this solved.

Kind regards,

Jeffrey

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Customer reply replied 18 days ago
are you still available?
Software technician: Jeffrey B,
 replied 18 days ago

I am currently unavailable.

Can we please make a apppointment for this for tomorrow?

Kind regards,

Jeffrey

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Customer reply replied 18 days ago
I'll be traveling tomorrow. Can we do Tuesday about 2pm Eastern?
Software technician: Jeffrey B,
 replied 18 days ago

Yes, Offcourse.

I will be standing by.

Kind regards,

Jeffrey

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Customer reply replied 18 days ago
how does that happen without me being charged?
Software technician: Jeffrey B,
 replied 17 days ago

We just need to startup Teamviewer:

If you are on a windows computer, Click this link

http://download.teamviewer.com/download/TeamViewerQS.exe

A program called Teamviewer will start downloading to your computer (it does not open a webpage, a blank screen will show but the file is downloading to your computer).

Run the Teamviewer download and it shows you an ID and Password.

Give me the ID and Password here please so I can connect

Do not close the program but leave it open else I will not be able to connect

Please let me know how this goes.

Kind regards,

Jeffrey

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Customer reply replied 17 days ago
ID 239 477 075
PW 7531
Software technician: Jeffrey B,
 replied 16 days ago

Hello, Sorry for the delay.

I am available in 4 Hours, sorry for this.

Can we reschedule this in 4 hours please?

Kind regards,

Jeffrey

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Customer reply replied 16 days ago
I thought we scheduled for 2pm Eastern time? I was just going to keep the link open until you were ready ...
Software technician: Jeffrey B,
 replied 16 days ago

Great Thank you, ***** ***** the delay.

I will be available in 1 Hour.

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 16 days ago

Hello,

I am available.

Kind regards,

Jeffrey

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Customer reply replied 16 days ago
ID 239(###) ###-####
Software technician: Jeffrey B,
 replied 16 days ago

connecting

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Customer reply replied 16 days ago
seriously!! It says 'incompatible'
Software technician: Jeffrey B,
 replied 16 days ago

connecting

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Software technician: Jeffrey B,
 replied 16 days ago

Hello,

Please let me know when you are available again.

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Kind regards,

Jeffrey

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Customer reply replied 16 days ago
I can be available until 2pm. Just let me know when you're ready
Software technician: Jeffrey B,
 replied 16 days ago

Understood, sorry I am not available.

Can we please make our appointment just like yesterday?

Kind regards,

Jeffrey

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Customer reply replied 16 days ago
When?
Software technician: Jeffrey B,
 replied 16 days ago

in 3 hours please.

Kind regards,

Jeffrey

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Customer reply replied 16 days ago
OK, just let me know
Software technician: Jeffrey B,
 replied 15 days ago

Great! thank you, ***** ***** do.

Kind regards,

Jeffrey

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Software technician: Jeffrey B,
 replied 15 days ago

Hello,

I am available.

Kind regards,

Jeffrey

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Customer reply replied 15 days ago
ID 239 477 075
PW 9978
Software technician: Jeffrey B,
 replied 15 days ago

connecting

Ask Your Own Software Question
Software technician: Jeffrey B,
 replied 15 days ago

It would be greatly appreciated to rate me after this conversation. The rating can be done in the top of this screen.

Kind regards,

Jeffrey

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Ask Jeffrey B Your Own Question
Jeffrey B
Jeffrey B
Jeffrey B
Category: Software
Satisfied Customers: 430
430 Satisfied Customers
Experience: ICT Support 1/2/3/ Line at Peopleware

Jeffrey B is online now

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