Skip to main content
Version: 4.1 (2026 H2)

Help and troubleshooting

The most common stumbling blocks, ordered by what you see. If a point does not help, contact your organisation's internal support. They have access to the primedocs administration and can check releases, profiles and templates.

Applies to: primedocs Web, primedocs Desktop and the Office add-ins. Each point names the access point where it makes a difference.

A template is missing​

Templates appear only if they are released for you and match the chosen profile, the organisational unit and the document language.

  1. Check that the right profile and document language are chosen.
  2. In primedocs Web, set the search scope under Filter to all templates. In primedocs Desktop, use the search box.
  3. In primedocs Desktop, Synchronise (click Last update at the bottom right) if the template is new. See Working offline and synchronisation.
  4. If it stays missing, ask support to check the release for your user or group.

The document contains wrong details​

  • Wrong sender, wrong phone number, wrong signature: a different profile was active on creation, or the profile contains old values. Switch via Profile in the document (Word with primedocs Desktop) or check the profile, see Profiles and deputisation. If the user data is wrong, the source in your organisation's directory is corrected (IT support).
  • A change in header or footer has disappeared: it was made in the text instead of via Properties or Profile. See Finishing a document in Word.
  • A field is empty: it was not filled in the properties dialog. In Word with primedocs Desktop open Properties and add it. In primedocs Web, create the document again.

Where is my document?​

  • primedocs Web: after Create & Download it is in the browser's download folder. For longer creations, Executions in the user menu shows status and result. Started from Teams or SharePoint, it is where you started. Started from a business system (GEVER records management system such as CMI or Fabasoft, ERP, CRM), it is in the business system or in the download folder, depending on the configured output. The result message tells you.
  • primedocs Desktop: it opens in the Office application and is not yet saved. Save it like any Office file.

The primedocs tab is missing in Office or greyed out​

  • Tab missing: primedocs Desktop is not installed or the add-in is disabled in Office. Contact support. A document created in primedocs Web shows the tab only on computers with primedocs Desktop.
  • Many commands are greyed out: the document probably does not come from a primedocs template. In PowerPoint Design Conversion helps, in Excel Apply theme.

The primedocs button is missing in new Outlook​

The web add-in is not deployed for your account or not loaded yet. Restart Outlook. If the button stays missing, contact support.

The signature is duplicated, old or wrong​

Usually Outlook itself inserts a second signature, or the profile carries old values. See E-mails and signatures in Outlook.

"Sign-in required" or "Authentication required"​

A connected service needs your sign-in, for example Microsoft Purview for sensitivity labels or OneDrive for output. Sign in and Retry or Reload. See Settings and connected services.

primedocs Desktop is offline or outdated​

At the bottom right, Last update shows when primedocs Desktop last received data from the server. Check the connection (VPN) and Synchronise. Under primedocs → Help → Versions and connection you see whether the client is connected. See Working offline and synchronisation.

I cannot sign in​

primedocs uses your Microsoft 365 or Windows account. Your user account is created automatically on first sign-in. For sign-in problems contact support. If no organisational unit is offered, ask support to check the release.

Changing the UI language​

primedocs Web: user menu → Settings. primedocs Desktop: primedocs tab → Options → Languages. The document language is chosen on creation. See Settings and connected services.

Helping support​

To help support quickly, state:

  • Access point and place: primedocs Web, primedocs Desktop, Word, Outlook (classic or new)
  • Version: primedocs Web under About primedocs, primedocs Desktop under primedocs → Help → Versions and connection
  • Template and profile with which the error occurs
  • Wording of the message, if possible as a screenshot

In primedocs Desktop, primedocs → Help → Send report packs log and diagnostic data. Change data source under Account resets the offline cache (local cache). Do this only when instructed by support, because primedocs Desktop then reloads all data.