Issue

Changes made to Letters on my PC are not visible to other users when opening up the same documents via Gensolve.

Reason

Microsoft have released a new 'Store App' version of Office that is incompatible with Gensolve. If it is installed this way, the winword.exe and other executable files are stored in C:\Program Files\Windows Apps, instead of the usual Office directory. Microsoft Store Apps are sandboxed and have more limited permissions.

Any changes to Gensolve letters when Word is running this way aren't saved back to our server, so aren't visible to other users when opening up the same documents via Gensolve.

Solution

You can check to see if Word is installed this way by opening Word on your computer, then under the File menu (top left) choose Account from the list. If Microsoft Store is listed (as seen in the image below), you do have the Store App version and it will need to be replaced with the Desktop version.

All Gensolve letters that have been created or edited since having the Store App version installed are not stored in Gensolve, even if they appear to be. We strongly recommend opening these letters individually via Gensolve and saving a copy of them (through File >> Save As in Word) into your Documents or Desktop. That way any letters that go missing from Gensolve after Word is reinstalled can still be recovered.

Microsoft has a support link on how to reinstall Office here.