Word error 24

Hello,

I just started receiving this error after receiving a new computer and wanted to add my details here, for what it's worth. If I find a solution I will post in here. Background info: I loaded the Adobe Technical Communication Suite in June of 2008. We still have a few WinHelp projects (no option to upgrade those anytime soon), and I was able to use RoboHelp for Word successfully all this time. In January of 2009, I upgraded to Office 2007. Other than some initial sluggishness when inserting jumps, everything worked fine. (As a side note, the sluggishness has since mysteriously disappeared.) Some teammates upgraded to Office 2007 and received "Word error 24" right off the bat when working in WinHelp projects. Meanwhile, everything still worked great for me. Until...

I got a new computer last week, which came with Office 2007. I loaded the Tech Comm Suite. Everything works great except RoboHelp for Word. The first time I opened a WinHelp project, the "Word error 24" message appeared. I'm on Windows XP Professional Version 2002, SP2. (Same as my old computer.) My RoboHelp for Word version is 7.03. (Same as my old computer.) I have loaded all Microsoft Updates and Adobe/RoboHelp updates.

We have a multi-user license, so activating/deactiving does not apply (since that applies only to single-user licenses). The computer came with Office 2007 loaded, so I loaded the Tech Comm Suite after Word (in case loading RoboHelp after Word still matters). I changed my Macro Security settings to lowest setting and that made no difference. This should be a squeaky clean install since it's a brand-new computer. I had no other programs open during installation. (I told my IT guy about suggestions to disable virus scan software, and to load software with administrative rights. I haven't heard back from him yet specifically about that, but he didn't seem to think that was the cause.) I have shown him related posts online, and he has tried downloading some things and checking settings, but has not yet found a solution.

I have contacted Adobe Support and reported this as a bug, and am currently waiting for a response. If anyone used to get "Word error 24" and found a way to fix it, please report. Thanks.

Hello. I just wanted to add an update that I recently loaded Office 2007 SP2 and Windows XP SP3 to see if that resolved the Word 24 error. I’m still getting that error on new and existing projects when I use RHW with Word 2007. Here are some of the things I have done to try to resolve this issue, fyi. I reported this as a bug and have been corresponding with Adobe. If anyone has any suggestions in the meantime, I would appreciate any feedback.

• Background info: Loaded the Adobe Technical Communication Suite onto a new computer that came with Office 2007. (RoboHelp was loaded after Word.) Received “Word error 24” as described by other users and myself in this thread.
• Note: I always work on my local hard drive, and not on the network.
• Downloaded all Adobe, Windows, and Office updates.
• Set Word 2007 to have the lowest macro security level.
• Checked to see if the “Word error 24” message appeared on new projects as well as existing projects. It appears on both.
• Deleted all templates in the C:\Documents and Settings\(myname)\Application Data\Microsoft\Templates folder.
• Checked to see if the RHComAdd.dll add-in was disabled. (It is not.) There are no disabled items.
• Got my IT person to load just Word 2003 back on my computer. Tested to see if I could work in a project after specifying for RHW to use Word 2003 as the default. I can work in the projects, but now there is a “Connection to host process failed (Error Code: 0x%x)” error message in the RHW title bar.
• Loaded Office 2007 SP2. Still receive error.
• Loaded Windows XP SP3. Still receive error.
• Uninstalled RoboHelp. (Note: I first uninstalled the 7.03 update, then the 7.02 update, then the 7.01 update, and lastly RoboHelp itself.)
• Deleted all RoboHelp directories off my hard drive that were not automatically removed. (Removed the RoboHELP and RoboHTML folders from C:\Program Files\Adobe.)
• Got my IT person to delete all Adobe RoboHelp entries from the registry. (From HKEY_CURRENT_USER and HKEY_LOCAL_MACHINE.)
• Deleted all possible files from the Windows TEMP directory.
• Ran Disk Cleanup.
• Ran the Error-Checking tool.
• Made sure I had administrative rights on my computer. Verified this with my IT person.
• Completely disabled all virus scan and spyware scan software, and then loaded RoboHelp from the CD.
• Opened a project and still received the “Word 24” error message.
• Loaded the 7.01 update and verified that “Word 24” message still appeared. Loaded 7.02 update and got the same results. Loaded 7.03 update and got same results. Those are the only RoboHelp updates available at this time.
• Tried starting Windows XP in simplified mode.
• Changed the color depth and resolution, and then restarted my computer and opened a RHW project again. (Did this to try to determine if the video driver is outdated.)
• Verified that device drivers are compatible with Windows XP.

Hi there

I saw your post and have contacted someone I know at Adobe. Hopefully we will have an answer before long.

Cheers.. Rick

Hey guys,

I have just installed Robohelp 8 trial version to see whether it fits the needs of the company i work for. I have tried importing word documents into Robohelp for word and as well as in Robohelp HTML. I can import a maximum of 2 documents before i get a "Word Error 24" pop up. The same thing applies with Robohelp HTML where i get an Import Session failed (0x8000405).

I do not have any issues in using Microsoft Word 2007 by itself, but the moment Robohelp tries to import documents or even in creating topics i get the Word error 24.

I have at the same time tried out MadCap Flare V5 and i get an error when trying to import a document. I have tried contacting Adobe Technical Support but I haven't heard from them as of yet. If anyone has a soultion for this issue, your help will greatly be appreciated. I think it might be an issue with Word and something along side with a registry problem.

Thanks

Thanks for your post. I am still having the "Word error 24" issue as well. (I'm using RoboHelp version 7 though.) I reported it as a bug and have been corresponding with someone at Adobe, but as of today I have not received a solution yet. Your post helps me to know that upgrading to RoboHelp 8 will not fix the problem. In the meantime, I had to load back Word 2003 and use RHW with that. Hope that helps.

Anyone else encountering Word error 24 have SafeGuard Encryption on your computer? I had SafeGuard Encryption on my last laptop (same version of RoboHelp for Word, same version of Office/Word, same method of installing the Adobe suite, but an older version of SafeGuard Encryption), and I was able to use RoboHelp for Word with Word 2003 and Word 2007 without receiving the Word error 24.

When I got a new laptop in April that came with a newer version of SafeGuard Encryption, that's when I started receiving the Word error 24, but only when using RHW with Word 2007. I went back to using RHW with Word 2003 as a workaround. My IT contact loaned me a test machine that did not have SafeGuard Encryption installed. I loaded Office 2007, then RoboHelp, and after a week or so of testing various existing and new RHW projects, never received the Word error 24. I then installed McAfee and tested more without issues. Lastly I installed SafeGuard Encryption, and although a lot of other RHW errors started appearing (namely the "Connection to host failed" message in the title bar of RHW), I still have not seen the Word error 24 at all.

So for me, it seems that installing RoboHelp before installing SafeGuard Encryption fixed the Word error 24 specifically. I thought I'd mention that in case anyone else receiving Word error 24 also has SafeGuard Encryption on their machine. (We must have SafeGuard Encryption on our machines, and there is no uninstall option, so unfortunately this means starting over with a clean laptop if we want to use RHW with Word 2007.) For Word error 24 specifically, installing SafeGuard Encryption after RoboHelp seems to be key.

Hope that helps.

Hello.

My company just updated to RoboHelp 8 (in conjunction with Office 2007), and I'm receiving this Word error 24 as well.

I haven't seen any resolution to this issue yet.

Were any of you able to resolve this?

Thanks.

Take a look at my post in this thread dated 24 Sep 08.

If you try that and it does work, please post back to help others.

See www.grainge.org for RoboHelp and Authoring tips

Follow me @petergrainge

Peter, thanks for your response.

During the initial course of trying to resolve this issue, I came upon your post from 24 Sep 08.

I did indeed download and launch the Windows utility you posted the link for. After I downloaded and ran the utility, I began to be hopeful that this would solve my problem. Then after the initial scan, the software prompted me to pay them for a more thorough cleanup, so I decided to stop at that point.

If I decide to pay for the product, I'll post my results. Thanks again.

I would have done the same. The link gave the impression it was a Microsoft tool. Thanks for adding the warning. Problem is I still don't have anything else to suggest.

See www.grainge.org for RoboHelp and Authoring tips

Follow me @petergrainge

Did you ever get an answer to why this error was occuring?  I would desperately like to fix it on my system.

Thanks in advance.

Unfortunately, no. Recently our team upgraded to TCS2 which includes RH8, and that still didn’t resolve the issue. Good luck, and let us know if you find a solution.