Troubleshooting VMware Problems

1. Evolve appears to be stuck, how to I reset it?

  1. Click on the VMWare dock icon (the one with a red and blue square)
  2. Click on View, then Single Window
  3. When the Windows screen appears, close and resolve any error dialog boxes which appears
  4. If you cannot see the Windows Task bar, or the Start button at the bottom left of the screen, it most likely means VMware has experienced some glitch. To resolve it,
    1. Click on the Virtual Machine menu at the top of the screen on Restart
    2. If it is not responding, hold down the "Option" key on the keyboard, and click on Force Restart
    3. Once Windows has restarted, continue on to step 5
    4. Double-click on the Legal Evolve icon on the Windows desktop (or it may be name "Office Evolve"), and login as usual
  5. If the log-in screen hangs, follow these steps to resolve
    1. Click on the log-in screen once
    2. Hold down Control and Shift, then press Esc
    3. Click on the Processes tab, and highlight OfficeEvolveDesktop.exe, then End Process followed by Yes
    4. Repeat step 5 above and continue on
  6. Once you have successfully logged in, click on View menu at the top of the screen, then select Unity to restore the Mac desktop and hide the Windows desktop.

2. How do I switch to the Windows environment to diagnose the application?

This task should be performed by a system administrator - it involves in depth understanding of Windows, Mac and VMware.

Switching to Windows environment will allow diagnosing problems easier. For example, it will give you access to log files. During normal operations, the user will be using the Unity mode. Unity mode is VMware's way to collect up windows opened in the Windows environment and present it on the Mac windows manager environment. To exit out of Unity mode, give focus to a VMware window by clicking on it, click on the View menu, and click Exit Unity.

3. My application appears stuck or is misbehaving, how do I "force quit" and start it again?

Give focus to the application that is stuck by clicking on it a couple of times.

  1. Hold Control + Shift, press Esc. This will bring up the Windows Task Manager.
  2. Select the Processes tab (If you don't see this click 'More Details' on the bottom left), then highlight "OfficeEvolveDesktop".
  3. Click on End Process, then agree to the question that comes up. You can then start Office Evolve again.

Please note Suspending the VMware guest will not resolve any issue, as it simply "pauses" the Windows virtual machine. The next time you restore Windows, it will resume to the same point where you had the error.

4. I cannot seem to drag and drop a document into Documatics. How do I file a document into Documatics?

First try right-clicking around the screen, both inside and outside the VMware application. On occasions VMware mouse button detection algorithm will have glitches, and this technique should reset it. Try the drag-and-drop again. If it doesn't work, proceed.

Make sure the document you're trying to import does not have any of the following characters / \ : * ? " | < >.

Due to the complexity of the interoperation between Windows and Mac, on some occasions, VMware will have some glitches. For example, drag and drop stops working. You may also use the "Inbox" feature to import files into Documatics.

Move the document you wish to import into Documents/Inbox folder in your user profile. The Inbox folder is monitored by Documatics. Make sure the file does not start with an underscore "_", as they will be ignored. Files imported by Documatics will be prefixed with an "_", so it knows not to import them again. Once the files are imported, it can be deleted from the Inbox folder.

5. I cannot open a document. What could be wrong?

There may be several reasons why this occurs.

The most common reason is the document you're trying to open does not have a file extension. Documents created in older versions of Word for Mac does not have the appropriate file extension (.doc). You must add this extension manually before opening the document. Right-click on the file in question, click on Rename. In the extension box, enter ".doc". Attempt to open the document again.

Another reason is some files in the /Users/Shared/Documatics does not have permission marked for everyone. This happens when one user logs in and works on a file and the Mac OS by default gives permission only to this user. The next day, a different user logs onto the computer, and she does not have access to the file. So it may be a good thing to try: select the Docuamtics folder, File > Get Info. At the permission table, make sure Everyone can Read & Write. Make sure you Apply to Enclosed Items. You may need to get administrator privileges by clicking the padlock icon first before you can make changes to the settings.


6. Emails will not open in Mac Environment

  1. Right-click on email and export to dropbox
  2. Move the file to the desktop.
  3. Right-click to choose "Get Info" option
  4. Change default program to "Entourage
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