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Introduction
Using DocToHtml
Getting Started
Conversion Options Dialog
General
Output Filenames
Template Data Editor
Images
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CSS
Advanced
JavaScript
HTML Code
Font Attr
Paragraph Attr
List Attr
Table Attr
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Body & Footer
Footnotes & Endnotes Options
HTML Template
XML & Charset & PG
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Batch
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Progress Form
Batch Converter
Main Window
Settings Dialog
General
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Command Line Support
Search & Replace Dialog
Installation Issues
Uninstallation Issues
Crash Recovery
Support for 64-Bit MS Word
Troubleshooting
Common Issues
Deep Troubleshooting
Registration Benefits
How to Buy
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FAQ
How to Speed up the Conversion
Unsupported Formatting
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Troubleshooting

Alas, the world is not perfect. Few programs more complex than “Hello, world!” are totally bug-free, and DocToHtml is no exception. Although we do our best to minimize possible issues, DocToHtml might fail to operate properly under some conditions. For such cases, DocToHtml has a built-in feature for tracking the origin of the error, so that we can reproduce, investigate, and resolve the issue. Please use the error-tracking feature to help us improve our software and increase our customers’ satisfaction.

If you encounter an error, before taking any steps, please download the latest version of DocToHtml from its official webpage. But if installing the most up-to-date version does not solve the issue, please read the suggestions below. For us, bug fixing has the top priority, and usually we can fix a reproducible bug within a few days. However, please note that we may be unable to resolve an issue if we cannot reproduce it due to an incomplete or imprecise description.

When reporting a bug, please include the text from the System Information window. Without that data, we will be unable to reproduce the problem. To open the System Information window, click the System Info button in the bottom-left corner of the About window:

System Info Form in DocToHtml Converter

Copy the data, and paste it into your e-mail message; or save the data to a file, and then attach the file to your e-mail. We need that information to reproduce the issue and, subsequently, to fix it. The window shown above was designed specially to save you the hassle of entering the technical data by hand. The data will be used only to help us deal with software problems.

In the batch converter, when an internal error occurs during the processing of some conversion item, the last conversion list editor column reflects this fact by displaying one of the following values:
Icon in LogValueMeaning
ExceptionAn exception occurred during the conversion process. This type of error occurs in the MS Word Add-In, and usually the conversion process may continue after that. When such an error occurs, you can also see a window with the following text: “An error occurred in the application.” This window will prompt you to send us a bug report. You are welcome to do it, since we are dedicated to improving our software. Please note that we are not interested in your personal information. Any data received from you will be used only to reproduce and investigate the issue, and to improve our software.
Fatal exceptionAn exception occurred in the DocToHtml batch converter. The conversion process cannot proceed after this type of exception.

When the program encounters an internal error, a dialog like this will be displayed:

Bug Reporting Form in DocToHtml Converter

This dialog often indicates a bug in the program. When you encounter this situation, the first thing to do is to check whether a more recent version of DocToHtml is available on the program’s official webpage. If your version is older than that, please download and install the latest one. You can view the DocToHtml version in the About dialog, and also directly in the bug report window caption.

If the bug persists even when you use the latest version of DocToHtml, please feel free to send us a bug report by clicking the “Send bug report” button. The bug report will contain data describing the program’s and the operating system’s state at the moment when the error occurred. To view the report, click the “Show bug report” button. As a rule, the data will not include any information that can be used to identify you. In any case, the information will be only used to track down the software issue. (Our Privacy Policy states just that.) When you click the “Send bug report” button, a series of three forms will be displayed, where you can describe when and how the error occurs.

Sending Bug Report Window #1 in DocToHtml converter

If we need more information to troubleshoot the problem, we may use your e-mail address to contact you. We never transfer our customers’ contact data to any third parties.

Sending Bug Report Window #2 in DocToHtml converter

To let us reproduce and fix the error, please provide a full description of the conditions under which the error occurred. If it occurs during the conversion of a specific document, please send us the document along with your bug report. Again, any data received from you will be used only to track down the software problem, and will not be transferred to any third party.

Sending Bug Report Window #3 in DocToHtml converter

If you are reporting an inconsistent behavior of the user interface, a screenshot can be helpful in reproducing the issue. If the error occurs during the conversion of a particular document, the screenshot will probably be unnecessary, but the original MS Word document will be very helpful.

When you click the Continue button, DocToHtml will attempt to send your bug report to us. If you are using a firewall, you should allow DocToHtml to do this. Alternatively, you can save your bug report by clicking the “Save bug report” button, and then attach the saved text file to your e-mail message.

Of course, the bug reporting mechanism does not cover all possible error types. For instance, it cannot catch an incorrect conversion of a particular formatting. In this case, please describe the problem as precisely and completely as possible, and send the description to us, along with the settings that were used for the conversion (you can access them via the System Info window), the original MS Word document, and the “bad” output HTML document(s).

As a rule, we can fix a bug within a few days after it has been reported.