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Last updated on 18.09.2019

Problems with the installation

When installing the Office Addons, I get the error message "This application has been blocked by the administrator as it potentially ...

Article ID: #RPOHD23092

If you receive the following error message: "This application has been blocked by the administrator because it potentially poses a security risk to your computer", then your Windows settings are not the recommended standard and should therefore be reset. Microsoft has an appropriate guide at Follow the steps in "Activating the ClickOnce Trust Request." The string value for MyComputer must be Enabled

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Problems with Microsoft Office

Office document or Outlook mails are not submitted, what can I do?

Article ID: #RPOHD23184

1. Check if the problem is not with your Office / Outlook. Uninstall and reinstall your Office / Outlook. After uninstalling the PaperOffice AddIn must be reinstalled. Perform the following steps:

- Quit all Office programs.

- Start the file C:\PaperOffice\bin\com.paperoffice.addinsetup.application and click on "Unregister" to remove the addins.

- Now click on "Register" to reinstall the AddIns.

Now check whether the error has been resolved.

If the error has not yet been resolved, execute step 2:

2. Click on the AddIn button "Transfer to PaperOffice" and open one of the following directories:

C:\Users\USERNAME\PaperOffice\import\OfficeAddin\Word for Word Documents

C:\Users\USERNAME\PaperOffice\import\OfficeAddin\Excel for Excel Documents

C:\Users\USERNAME\PaperOffice\import\OfficeAddin for Outlook Emails

and check if the just submitted document from Word or Excel is in one of the two directories. For Outlook emails, check if there is a json file in C:\Users\USERNAME\PaperOffice\import\OfficeAddin.

If the document (or email) exists in the appropriate directory, please contact technical support, which you will find in your briefing under "Support and Documentation" and then "Create support ticket."

3. In case the corresponding Word or Excel file or json file for emails is not in one of the listed directories, please contact Microsoft.

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Error during data import

Trying to import a PaperOffice 2015 database fails

Article ID: #RPOHD23276

If the import fails or the database is detected as incompatible, first try to import a saved copy of the "Data.mdb". You can also try fixing the "data.mdb" with Microsoft Access. Open Data.mdb and choose Repair & Compress. Then save the changes and repeat the process. If you are asked for a password, please use this MDB password: "kF78Y-tRg9".

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My scanner is no longer recognized, what can I do?

Article ID: #RPOHD28244

The error may occur, when Windows Updates made invisible changes in the background that also affected your scanner driver.
Uninstall the scanner driver for the time being, restart your PC, and reinstall the current scanner driver. PaperOffice uses the Windows system settings and will read out the scanners that have been installed correctly under Windows.

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My surface does not start. What can I do?

Article ID: #RPOHD27600

To find out, you need to do a self-diagnosis by clicking on "Options" in your login window and clicking "Perform self-diagnosis" under Help.
PaperOffice now performs a diagnosis and determines whether the virus scanner might block any component.

Afterwards, you have the option to start PaperOffice in diagnostic mode by clicking "Start PaperOffice in diagnostic mode". PaperOffice will collect diagnostic data in the background and provide it to the technical support after your confirmation, only system data will be collected. Confirm the next message with OK.

Log in now and perform the steps that will cause the failure. After the error has occurred, stop PaperOffice immediately by clicking on "X" in the upper right corner. PaperOffice will now restart automatically and diagnostic data is ready to be sent.
Describe the problem step by step now. Do not include personal information, such as your email address. Write down your diagnosis ID to inform the technical support team. Then click on "Send diagnostic data now and continue".

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PaperOffice starts, but the thumbnails are no longer displayed. What can I do?

Article ID: #RPOHD27968

If the error occurs, restart PaperOffice first and check if the error has not been fixed. If the error still persists:

You should try to isolate the problem by disconnecting the database connection. In your login window, click on Options and select "Disconnect the database connection".

Now create a new empty database and check, if the error should occur even with a new empty database by adding a test document to this database. If the bug was fixed by the new database, connect again to your existing database, which caused the error and create a backup. Restart PaperOffice and disconnect the failed database again.

Connect now to the backed up database and see if the problem is still there.

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Some fields are not displayed correctly or cropped in paperOffice, buttons are not visible.

Article ID: #RPOHD8096

Check if your Windows resolution is set correctly. The right resolution for the perfect PaperOffice presentation is 100%

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Incompatible anti-virus software

Once Sophos is installed, PaperOffice will stop working or some functions will not run

Article ID: #RPOHD22540

Yes, this is a known problem, once the Sophos antivirus software has been installed, PaperOffice will no longer work properly.

The antivirus vendor Sophos is blocking not only the component of PaperOffice, but your complete Windows system. Unfortunately, adding PaperOffice to the "White List" does not solve the problem.
Please contact Sophos Support.
We therefore recommend the winner Windows Defender.

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Supported platforms, technical requirements and hardware compatibility
Support Recommendations and releases
Operating systems
Released under: Windows® 10 x64 (64bit), Microsoft® Office® 2013-2016, Microsoft® Office® 365. Recommended: Windows® 10 x64 (64bit). The use of different components is possible, but may lead to technical limitations. PaperOffice required for proper operation of local administrator rights. Verify Operating System independent through a test installation if all functions meet your requirements, because due to lack of update / system support can be no official release.
Required: 1280 x 768, Recommended: 1920 x 1080 or more. Mobile devices - Required: 960 x 640, Recommended: 1280 x 720 or more.
Required: 4GB memory, processor performance Intel i5 of the current generation (or equivalent), internet connection (downstream at least 10Mbit, upstream at 1Mbit). Internet connection is not required for productive operation, only for downloading the setup package, creating the user account, database creation and adding the device. Recommended: as before, but 8GB RAM, Intel i7 (or equivalent), installation and database on SSD, internet connection (downstream at least 16 Mbit, upstream synchronous or at least 5 Mbit)
Network (optional)
Required: Standard TCP / IP network 100Mbit. Recommended: Standard TCP / IP network 1Gbit. For RSPS (Secure Personal Server) or server remote networking Server connection with min. 50Mbit synchronous, client connection with min. 20Mbit downstream, 1Mbit upstream.
Required: at least 1GB MB of free space on local database storage. Recommended: Data storage on a NAS device (such as QNAP) with at least 10GB MB of free space.
Printer / Scanner (optional)
For applications purposes with little paper volume: commercial flatbed or sheet-fed scanner using WIA or TWAIN interface, inkjet or laser printer. For applications with medium volume of paper: Powerful feed scanner with ADF (automatic document feeder) with WIA or TWAIN interface, laser printers. For applications with a high volume of paper: Big combo devices such as Konica Minolta BizHub series with WIA or TWAIN interface or Scan2file function.
Each PaperOffice program license (One, One Plus or Team) is valid for one user account, one database and for installation on one PC. To use PaperOffice in the network, NAS or your own server, you need the version PaperOffice Team.
The database server itself does not require a separate license.
PaperOffice can be reinstalled any number of times on the licensed PC.
If you want to work with several databases, you need a separate PaperOffice user account for each database. Otherwise, you can change the database every 96 hours.

PaperOffice as single-user version and local database storage = 1 piece PaperOffice One or One Plus
PaperOffice as a single-user version and database storage on NAS (such as QNAP) = 1 piece PaperOffice Team
PaperOffice in the network on 5 PCs and database storage on NAS (such as QNAP) = 5 pieces of PaperOffice Team
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