This article relates to Microsoft Word opening outside of Presentation Manager, rendering features of Presentation Manager unable to be utilised and therefore unable to create patient letters.

After extensive investigation of the issue, it has been highlighted this was introduced on 18th April 2022 when Microsoft started their release of a Microsoft Office update,Version 2201 (Build 14827.20246).

If after upgrading to V13.777 or above you are still experiencing issues, please follow the instructions below.

To regain functionality of Presentation Manager now, we advise temporary pausing and rollback of Microsoft Office updates.

Pausing and rolling back Microsoft Office updates

These steps are not suitable for Office 2013, see the manual steps below instead.

This process will remove any Office updates installed since April 2022 and roll back to Feb 2022, this may include removing a recent security update. This is however only a temporary measure. Please consult with your IT if you have any concerns.

1. Close all Office apps (Outlook, Excel & Word etc) & EXACT
2. Download and run the batch file by clicking here to pause and rollback your office updates
   Click more info and "run anyway" if prompted
3. Enter any Windows administrator credentials if prompted (see IT if you are not sure what these are)
4. Once the Office updates screen has completed, log back into EXACT and try to create a letter
5. Repeat the above steps on any other affected computers.

Pausing Microsoft Office updates manually

1. Open Microsoft Word
2. Click File in the top left
3. Click Account in the bottom left
4. Click Update Options then Disable Updates
   If you cannot see this option, please speak with your IT as it's likely controlled by your organisation's administrator users.
   

Rolling back Microsoft Office updates manually

This process will remove any Office updates installed since April 2022, this may include removing a recent security update. This is however only a temporary measure. Please consult with your IT if you have any concerns.

1. Close any Office apps that are currently open on the affected computer (i.e Word, Excel, Outlook).
2. Run Command Prompt as Admin.
   
3. Run the appropriate command below to change the directory in CMD to your Office version (depending if 32 or 64 bit and if it's Office 13 or Office 16 etc).
   
   Office 2013 32-bit:
   cd %programfiles%\Microsoft Office 15\ClientX86
   Office 2013 64-bit:
   cd %programfiles%\Microsoft Office 15\ClientX64
   Office 2016, 2021 & 365:
   cd %programfiles%\Common Files\Microsoft Shared\ClickToRun

4. Paste the appropriate command below, depending on your office version (right click and paste), then press enter.
   
   Office 2013:
   officec2rclient.exe /update user updatetoversion=15.0.5431.1000
   Office 2016, 2019, 2021 & Office 365:
   officec2rclient.exe /update user updatetoversion=16.0.14827.20192
   
   

5. Preview and print a letter to confirm it’s now working ok.

6. Repeat the above steps on any other affected computers.

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