Internal Controls Support

Support for Finance & Accounting, Not-for-Profit and Information Technology PolicyPro

Frequently asked questions

Top issues

Required components

End of life

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What is the difference between "Run" and "Save" when downloading the software?

When you download the software you will be prompted to "Run" or "Save" the install package. "Save" lets you specify where the setup file goes just in case you need to reinstall it, or need to install PolicyPro on another computer. You will then need to manually start the install. "Run" starts the the installation process once the setup file is downloaded to your temporary internet folder. When you empty the folder the installation package is deleted.

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I haven't installed the previous release. Do I need to install that before installing the new release?

No. Each PolicyPro release is complete and up-to-date.

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I've already started work on a policy manual. Will I lose my changes if I install the new software?

No, you will not lose any of your work. PolicyPro software releases only update the software. Content updates are handled through a different process. Any changes you have made to a Draft, Official or Archive policy you have created will not be affected by a software update.

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Is PolicyPro Compatible with Office 2010?

Yes. PolicyPro is compatible with Office versions 2003 through 2010.

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Why do I need Microsoft Office?

The policy templates are in Microsoft Word format and are designed to be used within the PolicyPro workspace. If you do not have Microsoft Office you may not be able to access editable copies of the policies.

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Can my Policy manual and policies be stored on a network drive?

Yes, your policy manual and policies can be stored on a network drive or a shared folder. However, the PolicyPro software must be installed locally on your computer to ensure all of the necessary Windows controls are installed and registered. For more information, please see the PolicyPro help topic titled Store Policies on a Network Share.

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Does PolicyPro work in a Citrix environment?

PolicyPro was designed to be installed on the end-users' computer and not for use in a virtual installation. Depending on the configuration of the Citrix environment, it may be possible to successfully run PolicyPro, but First Reference does not recommend, nor currently support, these installations.

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Does PolicyPro work in a terminal services environment?

PolicyPro was designed to be installed on the end-users' computer and not for use in virtual installation. Depending on the configuration of the terminal services environment, it may be possible to successfully run PolicyPro, but First Reference does not recommend, nor currently support, these installations.

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I already have some existing policies. Can I import them into PolicyPro?

Yes, you can import existing policies in Word or PDF format.

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Database cannot be found message appears at startup

This error occurs when the software cannot find the database that contains the PolicyPro Table of Contents and can be caused by one of two scenarios:

1. PolicyPro was not installed while logged in under the user’s profile (i.e., installed under an Administrator or IT employee profile).
   To resolve the error in this scenario, copy the folder First Reference\<PolicyPro Edition> (and all its contents) from the My Documents folder of the installation account (e.g., Administrator) to the My Documents folder for the user's account.
2. The policy manual is stored on a network drive and that location is unavailable.
   To resolve the error in this scenario, re-connect to the network location and restart PolicyPro.

For more information please see the Help topic Database File Not Found.

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An unhandled Exception occurs as soon as the software is started

Ensure that software has been installed to the user’s local drive and that the user has full read/write/execute priviliges to both the install folder and the data folder. First Reference software is profile-based and must be installed and activated under the profile of the user. If the user does not have install privileges, privileges must be granted for the period of the install and can be removed after.

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Error Reading Setup Initialization File

The Error Reading Setup Initialization File error message typically indicates a problem with the downloaded installation package. Re-download the latest version of PolicyPro from the Download page and try the install again.

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The application failed to initialize properly (0xc0000135)

PolicyPro requires .NET framework version 3.5 SP1. Version 3.5 SP1 can be downloaded from the Microsoft Download Center.

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Setup is unable to remove earlier version

There is a problem with Microsoft Installer entries for the last installed release of this product, and the software must be manually removed before the update can be installed.

1. Click Start > Run (XP) or click Start (Vista and Windows 7)
2. Type appwiz.cpl in the Run (XP) or Search (Vista and Windows 7) box and press Enter.
3. Select the version of PolicyPro from the list of programs and click Remove (XP) or Uninstall (Vista and Windows 7)

If this is unsuccessful, please see the Microsoft Knowledge Base article KB 971187 - How to fix MSI software update registration corruption issues. This article contains an install and uninstall issue troubleshooter that diagnoses and fixes MSI issues. This troubleshooter should allow you to uninstall the problematic version of the PolicyPro. The Knowledge Base article can be found here

If the troubleshooter is also unsuccessful, please see Method 2 - Uninstall PolicyPro Using Program Maintenance in the Help topic Manually Uninstall PolicyPro for more information.

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The feature you are trying to use is on a CD-ROM or other removable disk that is not available

There is a problem with Microsoft Installer entries for the last installed release of this product, and the software must be manually removed before the update can be installed.

1. Click Start > Run (XP) or click Start (Vista and Windows 7)
2. Type appwiz.cpl in the Run (XP) or Search (Vista and Windows 7) box and press Enter.
3. Select the version of PolicyPro from the list of programs and click Remove (XP) or Uninstall (Vista and Windows 7)

If this is unsuccessful, please see the Microsoft Knowledge Base article KB 971187 - How to fix MSI software update registration corruption issues. This article contains an install and uninstall issue troubleshooter that diagnoses and fixes MSI issues. This troubleshooter should allow you to uninstall the problematic version of the PolicyPro. The Knowledge Base article can be found here

If the troubleshooter is also unsuccessful, please see Method 2 - Uninstall PolicyPro Using Program Maintenance in the Help topic Manually Uninstall PolicyPro for more information.

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The feature you are trying to install is on a network resource that is unavailable

There is a problem with Microsoft Installer entries for the last installed release of this product, and the software must be manually removed before the update can be installed.

1. Click Start > Run (XP) or click Start (Vista and Windows 7)
2. Type appwiz.cpl in the Run (XP) or Search (Vista and Windows 7) box and press Enter.
3. Select the version of PolicyPro from the list of programs and click Remove (XP) or Uninstall (Vista and Windows 7)

If this is unsuccessful, please see the Microsoft Knowledge Base article KB 971187 - How to fix MSI software update registration corruption issues. This article contains an install and uninstall issue troubleshooter that diagnoses and fixes MSI issues. This troubleshooter should allow you to uninstall the problematic version of the PolicyPro. The Knowledge Base article can be found here

If the troubleshooter is also unsuccessful, please see Method 2 - Uninstall PolicyPro Using Program Maintenance in the Help topic Manually Uninstall PolicyPro for more information.

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PolicyPro Editing Toolbar is Inactive When Word is Open

In some PolicyPro installations, the Document Editing Toolbar stops working if an instance of Word is opened and accessed while a policy is open in PolicyPro (e.g., when copying text from a file on your computer into a policy).

If this happens, save the changes to the policy by clicking the keyboard shortcut Ctrl-s and then close and re-open the policy. The Document Editing Toolbar should now be working. If the PolicyPro editing toolbar freezes when opened concurrently with Word^®, please avoid using these two applications at the same time.

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There is no Quick Print icon when using PolicyPro with Office 2007 or Office 2010

The Quick Access Toolbar is contains the items you have selected for Microsoft Word^®. PolicyPro "reads" this information and displays the same Quick Access toolbar items when editing policies in the Document Window.

To make an item accessible on the Quick Access toolbar within PolicyPro, you must add the item to your Quick Access Toolbar from within Word. For information about adding items to the Quick Access Toolbar, see the PolicyPro and Microsoft Office Troubleshooting topic in PolicyPro Help.

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New policies don't appear in the PolicyPro Table of Contents after an update

If new policies appear in the Compliance Window but don't appear in the Table of Contents for your manual after a PolicyPro update, there may have a been a problem with the Updates database. To rerun the update:

1. Click Subscription > First Reference Override
2. Type upgrade and click OK.

The next time you start the software, the newest updates file will be downloaded and applied.

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Print Icon Not Available in Model Policies

You cannot print Model policies, therefore. the print icon is grayed-out. You can only print or export Draft, Official or Archive versions of a policy.

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Document Already Open Error Message---The Selected Document is Currently in Use

The Document Already Open error message appears when you try to print a policy that is open in the Document Window. To resolve this issue, close the document by re-opening the start page. You should now be able to print the policy.

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Include Front Matter Checkbox Not Available on Print or Export Dialogue Boxes

This option is available only when All documents in current manual is selected.

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Include a Table of Contents Checkbox Not Available on Print or Export Dialogue Boxes

This option is not available when printing Selected Policy or Selected Single Document. You must select

• Selected Chapter to print all the policies in a particular Chapter, or
• Selected Manual to print all the policies in your policy manual

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No Toolbars are visible in the Document Window when editing a policy

PolicyPro has been optimized for Microsoft Word^® 2007 and later. As a result, the toolbar in Office 2000-2003 does not appear when editing a policy. To access the toolbar:

• Right-click on the blue space beside the Reviewing toolbar and select Standard from the Toolbar menu.

For information see the PolicyPro and Microsoft Office Troubleshooting topic in PolicyPro Help.

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Two Not-for-Profit PolicyPro icons appear on the desktop

Either instance of the icon can be deleted.

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Two Not-for-Profit PolicyPro items appear in the Add/Remove Programs listing

Manually remove the earlier version of NPPP from the listing.

1. Click Start > Run (XP) or click Start (Vista and Windows 7)
2. Type appwiz.cpl in the Run (XP) or Search (Vista and Windows 7) box and press Enter.
3. Select the version of PolicyPro from the list of programs and click Remove (XP) or Uninstall (Vista and Windows 7)

Note You may need to reinstall the current version of Not-for-Profit PolicyPro after performing this operation.

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PolicyPro requires the following components in order to operate:

• Windows XP (with Service Pack 3), Vista, Windows 7, or Windows 8
• Microsoft .NET Framework Version 3.5 SP1
• Microsoft Internet Explorer Version 8 or higher
• MDAC version 2.8 or higher (XP Users only)
• Microsoft Word (or Office) 2007 or higher
• A PDF viewer such as Foxit or Adobe Reader

Click here to get the .NET Framework, MDAC, or Internet Explorer from the Microsoft download center.

Http and ftp access to www.firstreference.com from within PolicyPro is also required for the software to function properly. If your company uses a proxy server, it must be configured to allow access to www.firstreference.com.

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Please Note

• The electronic version of PolicyPro must be installed on the end-users' computer, and has not been designed for use in a virtual installation or terminal services environment.
• The activation code for the software is profile-specific. If more than one person uses PolicyPro, each user requires a valid activation code to access the software after the 30-day trial period.
• PolicyPro uses Microsoft Word as the default editor for policy documents and requires Microsoft Excel for some of the forms. If you do not have Microsoft Word (or Microsoft Office) installed, you will not be able to edit policies within the software.
• This version of PolicyPro has been optimized for the English-language version of Windows. There may be compatibility issues with other language installations of Windows.

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Consult the First Reference End of Life policy regarding the use of your product.

Version 6.07
Version 6.06
Version 6.05
Version 5.05
Version 4.5
Version 4
Version 3.5
Version 3
Version 2

Version 6.07
Version 6.06
Version 6.05
Version 5.05
Version 4.5
Version 4
Version 3.5
Version 3

Version 6.07
Version 6.06
Version 6.05
Version 5.05
Version 4.5
Version 4
Version 3.5
Version 3

Version 3
Version 2

Finance & Accounting PolicyPro^®

Finance & Accounting PolicyPro Version 6.07
Finance and Accounting PolicyPro Version 6.07 consists of releases 2012-03 to 2012-06. Support for Finance and Accounting PolicyPro Version 6.07 ends on July 1, 2013.

Finance & Accounting PolicyPro Version 6.06
Finance and Accounting PolicyPro Version 6.06 spans releases 2011-06 and 2012-01. Support for Finance and Accounting PolicyPro Version 6.06 ended on December 1, 2012.

Finance & Accounting PolicyPro Version 6.05
Finance and Accounting PolicyPro Version 6.05 consists of release 2011-05. Support for Finance and Accounting PolicyPro Version 6.05 ended on July 31, 2012.

Finance & Accounting PolicyPro Version 5.05
Finance and Accounting PolicyPro Version 5.05 spans releases 2011-03 and 2011-04. Support for Finance and Accounting PolicyPro Version 5.05 ended on July 31, 2012.

Finance & Accounting PolicyPro Version 4.5
Finance and Accounting PolicyPro Version 4.5 spans releases 2011-01 and 2011-02. Support for Finance and Accounting PolicyPro Version 4.5 ended on January 31, 2012.

Finance & Accounting PolicyPro Version 4
Finance and Accounting PolicyPro Version 4 spans releases 2010-02 through 2010-06. Support for Finance and Accounting PolicyPro Version 4 ended on June 1, 2011.

Finance & Accounting PolicyPro Version 3.5
Finance and Accounting PolicyPro Version 3.5 spans releases 2009-05 through 2010-01. Support for Finance and Accounting PolicyPro Version 3.5 ended on January 1, 2011.

Finance & Accounting PolicyPro Version 3
Finance and Accounting PolicyPro Version 3 spans releases 2007-01 through 2009-04. Support for the Finance and Accounting PolicyPro Version 3 ended on January 1, 2010.

Finance & Accounting PolicyProVersion 2 Finance and Accounting PolicyPro Version 2 spans releases 2004-01 through 2006-04. Support for the Finance and Accounting PolicyPro Version 2 ended on January 1, 2008.

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Information Technology PolicyPro^®

Information Technology PolicyPro Version 6.07
Information Technology PolicyPro Version 6.07 consists of releases 2012-02 through 2012-04. Support for Information Technology PolicyPro Version 6.07 ends on July 1, 2013.

Information Technology PolicyPro Version 6.06
Information Technology PolicyPro Version 6.06 consists of release 2012-01. Support for Information Technology PolicyPro Version 6.06 ended on December 1, 2012.

Information Technology PolicyPro Version 6.05
Information Technology PolicyPro Version 6.05 consists of release 2011-04. Support for Information Technology PolicyPro Version 6.05 ended on July 31, 2012.

Information Technology PolicyPro Version 5.05
Information Technology PolicyPro Version 5.05 consists of release 2011-03. Support for Information Technology PolicyPro Version 5.05 ended on July 31, 2012.

Information Technology PolicyPro Version 4.5
Information Technology PolicyPro Version 4.5 spans releases 2011-01 and 2011-02. Support for Information Technology PolicyPro Version 4.5 ended on January 1, 2012.

Information Technology PolicyPro Version 4
Information Technology PolicyPro Version 4 spans releases 2010-02 through 2010-03. Support for Information Technology PolicyPro Version 4 ended on June 1, 2011.

Information Technology PolicyPro Version 3.5
Information Technology PolicyPro Version 3.5 spans releases 2009-03 through 2010-01. Support for Information Technology PolicyPro Version 3.5 ended on January 1, 2011.

Information Technology PolicyPro Version 3
Information Technology PolicyPro Version 3 spans releases 2007-01 through 2009-02. Support for the Information Technology PolicyPro Version 3 ended on January 1, 2010.

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Not-for-Profit PolicyPro^®

Not-for-Profit Version 6.07
Not-for-Profit PolicyPro Version 6.07 consists of releases 2012-02 through 2012-04. Support for Not-for-Profit PolicyPro Version 6.07 ends on July 1, 2013.

Not-for-Profit Version 6.06
Not-for-Profit PolicyPro Version 6.06 consists of release 2012-01. Support for Not-for-Profit PolicyPro Version 6.06 ended on December 1, 2012.

Not-for-Profit Version 6.05
Not-for-Profit PolicyPro Version 6.05 consists of release 2011-04. Support for Not-for-Profit PolicyPro Version 6.05 ended on July 31, 2012.

Not-for-Profit Version 5.05
Not-for-Profit PolicyPro Version 5.05 consists of release 2011-03. Support for Not-for-Profit PolicyPro Version 5.05 ended on July 31, 2012.

Not-for-Profit Version 4.5
Not-for-Profit PolicyPro Version 4.5 spans releases 2011-01 and 2011-02. Support for Not-for-Profit PolicyPro Version 4.5 ended on January 1, 2012.

Not-for-Profit Version 4
Not-for-Profit PolicyPro Version 4 spans releases 2010-02 through 2010-04. Support for Not-for-Profit PolicyPro Version 4 ended on June 1, 2011.

Not-for-Profit Version 3.5
Not-for-Profit PolicyPro Version 3.5 spans releases 2009-03 through 2010-01. Support for Not-for-Profit PolicyPro Version 3.5 ended on January 1, 2011.

Not-for-Profit Version 3
Not-for-Profit PolicyPro Version 3 spans releases 2008-00 through 2009-02. Support for the Not-for-Profit PolicyPro Version 3 ended on January 1, 2010.

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Operations & Marketing PolicyPro^®

Operations & Marketing PolicyPro Version 3
Operations and Marketing PolicyPro Version 3 spans releases 2007-01 through 2009-02. Support for the Operations and Marketing PolicyPro Version 3 ended on January 1, 2010.

Operations & Marketing PolicyPro Version 2
Operations and Marketing PolicyPro Version 2 spans releases 2006-01 through 2006-04. Support for the Operations and Marketing PolicyPro Version 2 ended on January 1, 2008.

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