Technical Support FAQs

Web Reference Libraries

Q: Are the Lawi Web Reference Libraries compatible on a Mac operating system?

A: Yes, the Lawi Web Reference Libraries are compatible on a Mac operating system. We recommend you use the Mac version of the Mozilla Firefox or Google Chrome software as the Internet browser. However, the Interactive Forms software included with a few of the Lawi Web reference libraries is only compatible with Windows operating systems.

Q: How do I create an Internet Explorer shortcut on my desktop for a Lawi Web Reference Library?

A: After you login to a Lawi Web Reference Library, complete the following steps to create the shortcut:

1. SelectFile on the top menu.
2. SelectSend on the drop-down menu.
3. SelectShortcut to Desktop on the pop-up menu.

Q: Whenever I try to launch a Lawi Web Reference Library, Internet Explorer attempts to open the website; however, I get the error message “The user name and password you entered are not valid.” How do I get the authentication logon dialog to appear so I can enter my username and password?

A: In most cases, the error message is displayed because the option Anonymous logon has been selected in Internet Explorer. To ensure this option is not selected, follow these steps:

1. Under Tools on the top menu bar, select Internet Options.
2. Select the Security tab, and click the Internet icon.
3. Select the Custom Level button and scroll down until you see the title User Authentication.
4. Under User Authentication you will see the sub-title Logon.
5. If the option Anonymous logon is selected, the logon window will not display.
6. Select the Reset button located at the bottom right corner. This will reset the security settings to the default settings. Anonymous logon is not a default setting.
7. Select OK on all dialog boxes.

Interactive Forms Software

Q: Why am I getting a link to download the Interactive Forms software rather than the Launch button?

A: A process named WebFormApp.exe needs to run to see the Launch button. If after turning off your computer or restarting your computer the Launch button disappears, the process is not starting when your computer restarts. Contact your system administrator to allow this process to start.

Q: When I click on the blue Launch button in a Web reference library I get the following error message: “The software registry key is invalid. Please call your vendor’s technical support department.”

A: Complete the following steps:

1. Select on the Start button in Windows. Click on Control Panel then double-click on the Add or Remove Programs icon.
2. Hold down the Ctrl, Alt and Delete keys to open Task Manager. Select the Processes tab and locate WebFormApp.exe. Highlight it and click End Process. Close Task Manager.
3. Go back to the page where the blue Launch button is located and refresh the page. The Launch button should be replaced by a link to download the Interactive Forms software.
4. Click the download link and choose Run when prompted. When prompted to Repair or Remove, choose Repair.
5. Complete the installation.
6. After the installation is finished, click the link that says Access Software Now or refresh the page. The Launch button should reappear.

Q: Can I e-mail a saved form as an attachment?

A: Yes, a saved form can be e-mailed as an attachment. To open or view the form, the person receiving the attachment will need to have the Interactive Forms software installed on their computer.

Q: How do I save a form to PDF?

A: Complete the following steps:

1. Launch the BNA Interactive Forms software.
2. Open the form you wish to save.
3. Select on File, click on Save to PDF.
4. Select where you want to save the form, then click on Save.
5. Select on OK.

Q: How do I update the access code for my Interactive Forms?

A: Perform the following steps:

1. Launch the Lawi Interactive Forms software.
2. Select Help, then click About.
3. Select on Change Subscription.
4. Type the new access code in the Password field and click OK.
5. When prompted, Select Yes to restart the program.

Q: After I download the Interactive Forms Program in Windows software it will not launch. Why is this?

A: Windows software has a function called User Account Control or UAC. This needs to be turned off in order for the forms program to load correctly. Once the installation is done, and the forms are launched for the first time, you can turn the UAC back on.

Q: May I print a blank form without the pre-populated zeros on the form?

A: Yes, if the form is not designed to be machine-read. With the blank form displayed on the screen, perform the following steps:

1. Select Edit on the top menu. Click on Override Calculations. Click on All Pages.
2. Select Edit on the top menu. Click on Erase Fields. Click on All Pages.
3. Print the form.

Q: When installing the Interactive Forms software on a PC running Windows XP, I received a logon box asking me to log on as an Administrator. What should I do?

A: The installer has detected you do not have sufficient access rights to perform the installation. In some organizations, users are restricted from having the access rights to install software on their computer. We recommend you contact your technical support department for assistance with the installation.

Q: When I click on the blue Launch button in a Web Reference Library, I get the error message “Apollo was unable to connect to web server or proxy server.” I am running the personal firewall software – Symantec’s Norton Internet Security/McAfee Internet Security. Why am I getting this error message?

A: Either one or both of the executable files that launch the Interactive Forms program are being blocked by Internet Security software. The files being blocked are called apollo.exe and engine.exe. These files are recognized in the Internet Security software by their descriptive names. The descriptive name for the apollo.exe file is “Application Browser”. The descriptive name for engine.exe file is “Forms Software Platform”. You must change the Internet Access level associated with these descriptive names to allow these files to launch. Complete the following steps:

Follow these steps for Norton Internet Security:

1. Open Norton Internet Security and click Personal Firewall.
2. On the bottom right corner, click Configure.
3. Select the Program tab.
4. Locate in the Program column Application Browser and Forms Software Platform. Select the program Application Browser and/or Forms Software Platform. Identify the Internet Access level in the Internet Access column for the program.
5. If the Internet Access level says either Block or Block all, click the down arrow next to Block or Block all to access the pull down menu option for that program.
6. From the pull down menu, select Permit All.
7. Click OK on all succeeding dialog boxes.
8. The apollo.exe and/or engine.exe should now have full access to run the Interactive Forms software.

Follow these steps for McAfee Internet Security:

1. Open Security Center.
2. Click Internet and Network.
3. In the right pane, click Configure.
4. Click the arrow next to Firewall Protection is Enabled, then click Advanced.
5. In the left pane, click Program Permissions.

From this screen, you can manually Add Allowed or Blocked Programs, view Program Details, or change the Action you selected for each program.

Q: What is the best way to find the directory where I saved the forms and profiles I have created?

A: You can conduct a file search using the Search function from the Windows Start Menu. Complete the following steps:

1. Select the Start button in Windows. Select on Search.
2. Select All files and folders.
3. Type *.form to search for forms, or type *.profile to search for profiles in All or part of a filename.
4. In the Look in dropdown, specify the drive you want to search.
5. Click on Search.
6. If the results from the search are not successful, return to step 4 and change the drive. Repeat steps 4 and 5 until you get successful results or have exhausted all possible drive selections.