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What to do when I cannot open a document in SuperOffice CRM?

Updated on 1 Dec 2021

When I try to open a document I get an error Path does not exist. Why does it happen and how do I fix it?

 

Several known situations that may cause problems with opening documents in SuperOffice CRM. 

Common scenarios when everybody in the company has issues with opening documents:

Common scenarios when one user has issues with opening documents:

 

No one can open any document in the SuperOffice Windows client

Most probably the cause of the problem is lost access or absence of reading and write rights to the SO Arc folder. To solve the issue:

  1. Make sure that the computer is connected to the server where the SO Arc folder is located. 
     
  2. Make sure that everybody has the read and write access rights on the SO Arc folder.
     

No one can open any document in the SuperOffice Web client

Another possible cause of the problem is an expired or changed password of an impersonated user in SuperOffice product configuration. To solve the issue:

  1. Open the SuperOffice web (or NetServer if it is installed separately) product configuration app, which can be found in the SuperOffice server. 
     
  2. Navigate to the section called AD integration (1) and click on the Validate (2) button. That should generate a notification of successful user authentication (3).

 

No one can open one particular document

Possible causes of this problem are as follows: (a) this document has been deleted from the SO Arc folder or (b) the user who created the document, has been deleted.

In both cases, to restore a lost document you will need to have a backup of the database and/or SO Arc folder. One of the SuperOffice consultants can help you with this task.

Note! A consultant´s services are available at a fee. Please contact your SuperOffice representative, if you would like to get more information about this service.
 

A user cannot open any document in the SuperOffice Windows client

A possible reason for this problem is that the computer does not have access to the SO Arc folder or the read/write rights to the SO Arc folder are not activated.

To solve the issue, paste the SO Arc patch to the File Explorer. The SO Arc path can be found in the SuperOffice Client's folder, SuperOffice.ini file.

It should open the SO Arc folder on your SuperOffice server.

 

A user cannot open some or one document while in Travel mode

This problem may be caused by the fact that this document was not copied when the user went on Travel or the document has been deleted from the SO Local folder (local SO Arc).

 

More information

FAQ: What to do when e-mails and documents from SuperOffice CRM stopped opening with Microsoft Office programs?

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