DocsPlus Universal for Windows / Mac

For subscriptions purchased after November 2020.


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DocsPlus doesn't launch

When trying to launch DocsPlus:

  • Nothing seems to happen.
  • A teal loading screen appears then disappears, or freezes on a particular Step.
  • You get the error message:
    Internal exception occurred

Resolution

Sophos Antivirus

Sophos Antivirus has been known to prevent DocsPlus from launching.

Based on customer feedback, performing these steps in Sophos should allow DocsPlus to launch:

  1. Add this location to the standard scanning exclusion list:
     C:\Program Files (x86)\Crick Software

  2. Add these programs to the Exploit Mitigation Protection exclusion list:
    C:\Program Files (x86)\Crick Software\DocsPlus\DocsPlus.exe
    C:\Program Files (x86)\Crick Software\DocsPlus\CrickActivate.exe

  3. Add this file to the Threat Policy list with an exclusion type of Potentially Unwanted Application:
    C:\Program Files (x86)\Crick Software\DocsPlus\CrickNativeUtils.dll

If these steps don’t help, we recommend raising a support ticket with Sophos. We don’t use Sophos ourselves, so we aren't familiar with its settings.

FAULTY SPEECH

If the teal loading screen freezes on Step 11 of 22, a faulty speech engine may be present on your device. Please see the related article below.

32-BIT Windows

If the teal loading screen freezes on Step 13 of 22, your device is probably running a 32-bit version of Windows.

To solve this, please update DocsPlus to the latest version.

NVDA SCREEN READER

Installing this free software (www.nvaccess.org) prevents older versions of DocsPlus from launching (even if NVDA is uninstalled afterwards).

To solve this, please update DocsPlus to the latest version.

Alternatively, as a quick fix:

  1. Open any folder in Windows.
  2. Type %USERPROFILE% in the top address bar and press the Enter key.
  3. If you see a file named .accessibility.properties , right-click it and choose Delete.

Process Monitoring

Your computer may be running software that monitors processes.

DocsPlus features advanced software protection to prevent piracy. If it thinks it's being attacked, it will stop DocsPlus from launching.

We’ve received feedback that certain programs are incompatible:

  • Dependency Walker
  • Impero - a workaround is to add "DocsPlus.exe" as an injection exclusion from the Impero Server console.
  • Policy Central Enterprise
  • Print Audit 5
  • Sysinternals Process Monitor
  • Comodo Internet Security - a workaround is to enable "Don't detect shellcode injections in these applications" and add "DocsPlus.exe" to the list.
  • Sophos Antivirus - see above.

Any type of process monitoring software can potentially cause this issue, so experiment with disabling any programs that you suspect may be doing so.

If you discover that a certain program is incompatible, please contact Support so we can update this list.


About this article
Published
October 26th, 2021
Last revised
November 16th, 2021
Applies to
  • DocsPlus for Windows / Mac
  • DocsPlus Universal for Windows / Mac
Keywords
  
  

DocsPlus doesn't launch

Oct 26, 2021, 13:18 PM
Article ID :
Priority : Important
Type of article : Problem Solving
Last revised : Nov 16, 2021, 00:00 AM

When trying to launch DocsPlus:

  • Nothing seems to happen.
  • A teal loading screen appears then disappears, or freezes on a particular Step.
  • You get the error message:
    Internal exception occurred

Resolution

Sophos Antivirus

Sophos Antivirus has been known to prevent DocsPlus from launching.

Based on customer feedback, performing these steps in Sophos should allow DocsPlus to launch:

  1. Add this location to the standard scanning exclusion list:
     C:\Program Files (x86)\Crick Software

  2. Add these programs to the Exploit Mitigation Protection exclusion list:
    C:\Program Files (x86)\Crick Software\DocsPlus\DocsPlus.exe
    C:\Program Files (x86)\Crick Software\DocsPlus\CrickActivate.exe

  3. Add this file to the Threat Policy list with an exclusion type of Potentially Unwanted Application:
    C:\Program Files (x86)\Crick Software\DocsPlus\CrickNativeUtils.dll

If these steps don’t help, we recommend raising a support ticket with Sophos. We don’t use Sophos ourselves, so we aren't familiar with its settings.

FAULTY SPEECH

If the teal loading screen freezes on Step 11 of 22, a faulty speech engine may be present on your device. Please see the related article below.

32-BIT Windows

If the teal loading screen freezes on Step 13 of 22, your device is probably running a 32-bit version of Windows.

To solve this, please update DocsPlus to the latest version.

NVDA SCREEN READER

Installing this free software (www.nvaccess.org) prevents older versions of DocsPlus from launching (even if NVDA is uninstalled afterwards).

To solve this, please update DocsPlus to the latest version.

Alternatively, as a quick fix:

  1. Open any folder in Windows.
  2. Type %USERPROFILE% in the top address bar and press the Enter key.
  3. If you see a file named .accessibility.properties , right-click it and choose Delete.

Process Monitoring

Your computer may be running software that monitors processes.

DocsPlus features advanced software protection to prevent piracy. If it thinks it's being attacked, it will stop DocsPlus from launching.

We’ve received feedback that certain programs are incompatible:

  • Dependency Walker
  • Impero - a workaround is to add "DocsPlus.exe" as an injection exclusion from the Impero Server console.
  • Policy Central Enterprise
  • Print Audit 5
  • Sysinternals Process Monitor
  • Comodo Internet Security - a workaround is to enable "Don't detect shellcode injections in these applications" and add "DocsPlus.exe" to the list.
  • Sophos Antivirus - see above.

Any type of process monitoring software can potentially cause this issue, so experiment with disabling any programs that you suspect may be doing so.

If you discover that a certain program is incompatible, please contact Support so we can update this list.

Product Types :
  • DocsPlus for Windows / Mac
  • DocsPlus Universal for Windows / Mac
supportkeywords :
  • step 13 of 22
  • 22
  • 13
  • step
  • stuck
  • freezes
  • screen reader
  • nvda
  • launch
  • Print Audit 5
  • Dependency Walker
  • Process Monitor
  • Impero
Relates to
Related support downloads
  

DocsPlus doesn't launch

Oct 26, 2021, 13:18 PM
Article ID :
Priority : Important
Type of article : Problem Solving
Last revised : Nov 16, 2021, 00:00 AM

When trying to launch DocsPlus:

  • Nothing seems to happen.
  • A teal loading screen appears then disappears, or freezes on a particular Step.
  • You get the error message:
    Internal exception occurred

Resolution

Sophos Antivirus

Sophos Antivirus has been known to prevent DocsPlus from launching.

Based on customer feedback, performing these steps in Sophos should allow DocsPlus to launch:

  1. Add this location to the standard scanning exclusion list:
     C:\Program Files (x86)\Crick Software

  2. Add these programs to the Exploit Mitigation Protection exclusion list:
    C:\Program Files (x86)\Crick Software\DocsPlus\DocsPlus.exe
    C:\Program Files (x86)\Crick Software\DocsPlus\CrickActivate.exe

  3. Add this file to the Threat Policy list with an exclusion type of Potentially Unwanted Application:
    C:\Program Files (x86)\Crick Software\DocsPlus\CrickNativeUtils.dll

If these steps don’t help, we recommend raising a support ticket with Sophos. We don’t use Sophos ourselves, so we aren't familiar with its settings.

FAULTY SPEECH

If the teal loading screen freezes on Step 11 of 22, a faulty speech engine may be present on your device. Please see the related article below.

32-BIT Windows

If the teal loading screen freezes on Step 13 of 22, your device is probably running a 32-bit version of Windows.

To solve this, please update DocsPlus to the latest version.

NVDA SCREEN READER

Installing this free software (www.nvaccess.org) prevents older versions of DocsPlus from launching (even if NVDA is uninstalled afterwards).

To solve this, please update DocsPlus to the latest version.

Alternatively, as a quick fix:

  1. Open any folder in Windows.
  2. Type %USERPROFILE% in the top address bar and press the Enter key.
  3. If you see a file named .accessibility.properties , right-click it and choose Delete.

Process Monitoring

Your computer may be running software that monitors processes.

DocsPlus features advanced software protection to prevent piracy. If it thinks it's being attacked, it will stop DocsPlus from launching.

We’ve received feedback that certain programs are incompatible:

  • Dependency Walker
  • Impero - a workaround is to add "DocsPlus.exe" as an injection exclusion from the Impero Server console.
  • Policy Central Enterprise
  • Print Audit 5
  • Sysinternals Process Monitor
  • Comodo Internet Security - a workaround is to enable "Don't detect shellcode injections in these applications" and add "DocsPlus.exe" to the list.
  • Sophos Antivirus - see above.

Any type of process monitoring software can potentially cause this issue, so experiment with disabling any programs that you suspect may be doing so.

If you discover that a certain program is incompatible, please contact Support so we can update this list.

Product Types :
  • DocsPlus for Windows / Mac
  • DocsPlus Universal for Windows / Mac
supportkeywords :
  • step 13 of 22
  • 22
  • 13
  • step
  • stuck
  • freezes
  • screen reader
  • nvda
  • launch
  • Print Audit 5
  • Dependency Walker
  • Process Monitor
  • Impero
Relates to
Related support downloads
  

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