Issues and Solutions

The most common cause for installation issues is based on user permissions. Make sure you are installing the proper version of the plug-in as they are CS version based. Ensure that you have the required Adobe applications installed as well. CtrlLayers, for example, requires InDesign and will not work with InCopy.

Product support - Potential issues and solutions

 

Issue: Installation was not successful.

Issue: I am unable to acquire a trial key after installation.

Issue: I cannot activate my 30-day trial period using the Ctrl License Manager.

Issue: InCopy cannot open earlier versions of Adobe CS .indd files (CS3/CS4/CS5 etc.)

Issue: Can CtrlChanges markings be displayed without the sticky notes in a PDF?

Issue: The serial key I received is invalid when I try to activate my license.

Issue: I cannot export single PDF pages out of InDesign CS5 I only get spreads for some reason.

Issue: InDesign CS5 with CtrlChanges Standard/Pro installed. When I export PDFs the changes or sticky notes do not appear in the PDF, why?

Question: Exporting PDFs with CtrlChanges notes, collaborators can not make comments using Acrobat Reader.

Issue: I get an error message that says "The extension 'CtrlReviewHQ' does not contain valid signature?

Question:
How do I uninstall extensions that was installed using the Adobe Extension Manager CS6?

Question: Some of your CS6 product installers comes in a format called .zxp instead of .exe, how do I install them?

 


 

Installation was not successful.

Solution: The most common cause for installation issues is based on user permissions. You will need to be logged in as the administrator on your computer for installation to be successful. Please check your system or contact your IT department. Also, make sure you are installing the proper version of the plug-in as they are CS version based. CS4 plug-ins, for example, are not compatible with CS5 applications. Ensure that you have the required Adobe applications installed as well. CtrlLayers, for example, requires InDesign and will not work with InCopy.

 


 

I am unable to acquire a trial key after installation.

Answer: When acquiring a 30-day trial key (either from within the Ctrl License Manager or in the dialogue box the appears when starting up InDesign or InCopy) the CLM needs to be able to connect to our server. If you are behind a firewall or have additional security measures in place on your system, this may interfere with the connection. To resolve this issue please use our online trial key request page to request your trial key manually.

 


 

I cannot activate my 30-day trial period using the Ctrl License Manager.

Solution: To activate your 30-day trial period you must be the administrator for your computer and not just a user. The Ctrl License Manager (CLM) needs to verify the trial period on your system which requires root/admin access. Please make sure you are logged in as an administrator or contact your IT department and try again.

 


 

InCopy cannot open earlier versions of Adobe CS .indd files (CS3/CS4/CS5 etc.)

Answer: This is not an error but rather a limitation that InCopy has since it does not include a ”conversion engine” for legacy .indd files (like InDesign has for converting older documents). You will need to ”update” your document using InDesign so that it is the same CS version of InCopy that you are using.

The best practice for this is to export the document in either INX or IDML (CS5) format and then open the exported file and save it as a new .indd file. This will clear out older unused code and “clean” the document for use with newer versions of Adobe’s applications. For more information regarding the INX and IDML formats, please visit adobe.com

 


 

Can CtrlChanges markings be displayed without the sticky notes in a PDF?

Answer: The yellow sticky notes in PDF files is part of how Acrobat displays comments, you can select to hide them if you do not want them visible. From the “Comments” menu in Acrobat choose “Comment View” then “Hide All Comments”. (You can display them again by selecting “Show All Comments”).

 


 

The serial key I received is invalid when I try to activate my license

Solution: If you receive an error message stating that your license is invalid when you copy and paste in your serial key it could be because of the dash (-) character. Try replacing these by typing the character again directly, or by typing in the entire license number rather than using copy and paste. 

Make sure that you have the correct license number for your product – often it is a case of trying to activate a newer version (CS4, CS5) with an older license (CS3). If you need to update your existing products please use the upgrade request page or contact your local dealer.

 


 

I cannot export single PDF pages out of InDesign CS5 I only get spreads for some reason, is there a problem with PDF exports and CtrlChanges sticky notes?

Answer: This is more of an InDesign issue than an CtrlChanges issue. For some reason exporting single page PDFs out of InDesign CS5 does not seam to work, when exporting single page PDFs from InCopy CS5 it’s works fine.  There is a solution to this, it is a script that you can find and download online, search for ”togglespreads.jsx”. Follow the instructions on how to use this script, until all the PDF export features has been fixed. If you have trouble finding the scripts please got to this url: http://indesignsecrets.com/interactive-pdf-from-indesign-cs5-always-has-spreads-on.php

 


 

I am using InDesign CS5 with CtrlChanges Standard/Pro installed. When I export PDFs the changes or sticky notes do not appear in the PDF, why?

Answer: Since the introduction of InDesign CS5, Adobe has changed the way PDFs are produced. You will need to export PDFs as Interactive PDFs to se the changes and sticky notes made by CtrlChanges Standard or Pro. Simply choose File > Export and then choose the Adobe PDF (Interactive) format.

 


 

Exporting PDFs with CtrlChanges notes, collaborators can not make comments using Acrobat Reader. 

Answer: This is correct and is a limitation that Adobe has in place for PDFs not created using Acrobat. PDFs exported from InDesign need to have the "Extend Features in Adobe Reader"-functionality activated via Acrobat first. To do this simply open your exported PDF in Acrobat, go to the menu option Advanced and choose ”Extend Features in Adobe Reader”, save the PDF with a new name and then users of Adobe Reader will have the full editing functionality.

 


 

I get an error message that says "The extension 'CtrlReviewHQ' does not contain valid signature. The extension will not be installed. 

Solution: Your Adobe Extension Manager needs to be updated, please run the Adobe updater to make sure Extension Manager is up to date. If that does not work (updater does not find any new patches) please check the version of your Extension Manager and then update from here: http://www.adobe.com/downloads/updates/

 

Extension Manager 5.5.2 update
This update addresses a critical bug in Extension Manager that prevents extensions from being installed in Mac OS 10.7.
Multiple Languages: Macintosh

Extension Manager 5.5.3 update
This update addresses a critical issue in Extension Manager that prevents InDesign extensions from being imported in OS X Mountain Lion (10.8).
Multiple Languages: Macintosh

 


 

How do I uninstall extensions that was installed using the Adobe Extension Manager CS6?

Answer: The are two ways to do uninstall extensions, the first is to start the Adobe Extension Manager found in your directory of application. Once started find the extension you want to remove by clicking the "Remove" button. The second option is by doing almost the same but launching the Adobe Extension Manager from your application. Go to the menu InDesing, Illustrator or PhotoShop and choose "Manage Extensions", this will launch the Adobe Extension Manager and then follow the steps in previous example. 

 


 

Some of your CS6 product installers comes in a format called .zxp instead of .exe, how do I install them?

Answer: Yes, this is true... the .zxp format is a new format used by the Adobe Extension Manager. If your system doesn't react normal when double clicking the installer, please start your Adobe Extension Manager application and then got to File > Install extension.




Contact

CtrlSoftware 
Textilgatan 43
120 30 Stockholm
Sweden

Phone +46 70 592 2980