Solutions are listed in order of likely effectiveness.


Disabled Items


Occasionally, the eXtyles menu fails to appear after installation because of Word’s macro security setting. Note that when this problem occurs, users have typically installed eXtyles successfully once or twice before.


To fix this problem for Word 2007 and newer:

  1. Open Word.
  2. Navigate to the Office Button or the File Menu → Options → Add-Ins → Manage, select Disabled Items, and click Go.
  3. Select “omml.dot” or “icehook.dotm” if either are included in the Disabled Items dialog and click Enable.
  4. Close and reopen Word.

If, after installation, a Word dialog asks if it can load macros from Inera Inc., select OK (indicating that Word can always accept macros from this source).


Word Crashed


Occasionally, Word crashes. When this happens, Word disables most, if not all, installed macros as a security precaution, including eXtyles. To fix this problem for Word 2007 and newer:

  1. Open Word.
  2. Navigate to the Office Button or the File Menu → Options → Add-Ins → Manage, select Disabled Items, and click Go.
  3. Select "extend.dot", “omml.dot” or “icehook.dotm” if any are included in the Disabled Items dialog and click Enable.
  4. Close and reopen Word.

eXtyles is not "hooked" into Word


Sometimes the "hook" that connects eXtyles to Microsoft Word is missing, preventing any eXtyles files from being listed in Word. This happens more often when multiple versions of Office have been installed on a user's machine. The hook is a file called "icehook.dotm", and it should be automatically placed in the Office STARTUP directory. To check and resolve this problem:

  1. Navigate to your Microsoft Office STARTUP directory
  • If you are running Office 2016, this location* is C:\Program Files (x86)\Microsoft Office\root\Office16\STARTUP\
  • If you are running Office 2013, this location* is C:\Program Files (x86)\Microsoft Office\Office15\STARTUP\
  • If you are running Office 2010, this location* is C:\Program Files (x86)\Microsoft Office\Office14\STARTUP\
  • If you are running Office 2007, this location* is C:\Program Files (x86)\Microsoft Office\Office12\STARTUP\
  • If icehook.dotm is not in the Office STARTUP directory, open a new window and navigate to your eXtyles directory*, C:\Program Files (x86)\eXtyles
  • Copy "icehook.dotm", and paste it into STARTUP.
  • Quit and restart Word.

  • * For all above locations, if you are running 32-bit Windows, the root directory is C:\Program Files\


    Adjust Security Settings


    Some eXtyles builds may not load correctly in Word as of October 11, 2012.


    In some cases, eXtyles will fail silently (i.e., Word will appear to open as normal, but the eXtyles menu or ribbon will not be available, without warning) and, in other cases, you may receive an alert about an expired security certificate. One customer has reported that they were requested to “Insert a Smart Card” on a machine not equipped with a smart-card reader; on cancelling this dialog, the eXtyles ribbon was not visible.


    In any of these cases, the cause appears to be an interaction between an incorrect setting in Inera’s security certificate for eXtyles builds created in the past 12 months and an update to Microsoft Windows on October 10, 2012.


    We have resolved the problem at Inera, and all builds 2455 and later will load correctly.


    If you experience this problem, please do the following to continue running eXtyles:


    If you are running Word 2016:

    From the File tab on the Word ribbon, click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

    • Add the path C:\Program Files (x86)\Microsoft Office\root\Office16\STARTUP\ if you are running 64-bit Windows
    • Add the path C:\Program Files\Microsoft Office\root\Office16\STARTUP\ if you are running 32-bit Windows


    If you are running Word 2013:

    From the File tab on the Word ribbon, click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

    • Add the path C:\Program Files (x86)\Microsoft Office\Office15\STARTUP\ if you are running 64-bit Windows
    • Add the path C:\Program Files\Microsoft Office\Office15\STARTUP\ if you are running 32-bit Windows

    If you are running Word 2010:

    From the File tab on the Word ribbon, click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

    • Add the path C:\Program Files (x86)\Microsoft Office\Office14\STARTUP\ if you are running 64-bit Windows
    • Add the path C:\Program Files\Microsoft Office\Office14\STARTUP\ if you are running 32-bit Windows

    If you are running Word 2007:

    Click the Microsoft Office Button, then click: Options → Trust Center → Trust Center Settings → Trusted Locations → Add new location...

    • Add the path C:\Program Files (x86)\Microsoft Office\Office12\STARTUP\ if you are running 64-bit Windows
    • Add the path C:\Program Files\Microsoft Office\Office12\STARTUP\ if you are running 32-bit Windows

    If you are running Word 2003:

    From the Tools menu, select Macro → Security and set your security level to Medium. This Word 2003 fix will also work for Word 2007 and 2010.


    Microsoft Outlook Email Editor


    When Microsoft Word is run, the eXtyles menu may fail to appear if Microsoft Outlook is running and has been configured to use Microsoft Word as the email editor. This failure is due to a bug in Word causing startup and shutdown macros to fail. To work around this problem, you must configure Outlook to use an application other than Word to edit email. For more information, please see MSDN knowledge base articles Q209977 (http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q209977) and Q209978 (http://support.microsoft.com/default.aspx?scid=kb;EN-US;Q209978).


    Resetting the Word Menu Bar


    Sometimes the menu bar in Word becomes “corrupt.” This can be fixed by the following steps:

    1. Open Customize from the Tools menu.
    2. On the Toolbars tab, scroll down the list and select Menu Bar.
    3. Press Reset.
    4. Quit Word and restart Word.


    Deleting Normal.dot


    Occasionally, Word gets confused about menus and “loses” the eXtyles menu. If this happens, you can sometimes recover the eXtyles menu by searching your hard drive for Normal.dot or Normal.dotm, then deleting it. However, before doing this, try the previous solution, Resetting the Word Menu Bar, as you may lose some customized settings by deleting Normal.dot. When running Windows XP or later and attempting to find and delete all copies of Normal.dot or Normal.dotm, select More Advanced Options and make sure that both “Search system folders” and “Search hidden files and folders” are checked.


    Word Data Registry Key (Word 2007 and Word 2010)


    Word may interfere with the eXtyles display by storing user data about it in the registry. If deleting the Normal.dot or Normal.dotm in the previous solution and following the steps under the advice for disabled items do not work, please delete (or ask your IT group to delete) the following registry key:


    HKEY_CURRENT_USER\Software\Microsoft Office\12.0\Word\Data


    Deleting this key may also undo some user settings in Word, but it will not damage the installation.


    Templates and Add-ins


    If your organization uses Word macros (other than those within eXtyles) and the other solutions have failed, in Word, select Templates and Add-Ins from the Tools menu. On the Templates tab, if the box beside “icehook.dot” is unchecked, check it.


    Adobe Acrobat 6


    A bug in Adobe Acrobat 6.0 interferes with the eXtyles menu. The Acrobat 6.0.2 upgrade can be downloaded from the Adobe website (http://www.adobe.com) to eliminate the problem.

    Alternatively, if you remove PDFMaker.dot from the Word startup directory, the eXtyles menu should reappear on the Word toolbar. Normally, this directory will be located at C:\Program Files\Microsoft Office\Office\STARTUP. However, (1) Office can be installed to a location other than C:\Program Files\ and (2) an alternate startup directory can be set from the Options dialog under File Locations.


    Adobe Acrobat 7


    A bug in Adobe Acrobat 7.0 interferes with the eXtyles menu. Though an upgrade from Adobe that corrects this issue is not yet available, Microsoft has released a bulletin (http://support.microsoft.com/?kbid=906899) that lists a number of workarounds.


    Virus Scanner


    During updates, some virus scanners quarantine omnivm.exe, a critical eXtyles file, as “malicious” due to their updated definitions. If you don’t see omnivm.exe in the directory C:\Program Files\eXtyles, follow your antivirus application’s instructions for removing this items from quarantine.



    Full Hard Drive


    A full hard drive can cause the eXtyles menu to disappear.