Why can I not open my Word document in Smokeball?
When a Word document does not open when clicking on the document in Smokeball, this could mean:
- The file is not in the correct format.
- The file has not yet downloaded.
- Smokeball and Word are not communicating.
A document must be saved in ".docx" format into Smokeball. To make this setting automatic, follow the steps in this article.
If the file has not properly downloaded, this could be a result of your current internet connection. To check to see if this is so, see if other changes save into Smokeball. Add a note onto the matter and check to see if other colleagues can see the note.
If there is a delay (a 1-2 minute delay is common) exceeding five minutes, there may be some internet connectivity issues. Test the internet and if other programs are working at the appropriate speed, please submit a ticket or give our support line a call at (855) 668-3207.
Lastly, the problem could be that Smokeball and Word are not communicating. Open Word and check to see if the Smokeball Word toolbar is appearing. This article will show you how to get the add-in back up and running.
If these steps do not work, please give our support line a call at (855) 668-3207 or submit a ticket.