Frequently asked questions
DivorceMate Toolbar missing from Word/WordPerfect
Note: In Word 2007/2010 the DivorceMate Toolbar is located in the Add-Ins Ribbon.
The DivorceMate Toolbar is missing from Word/WordPerfect.
CAUSE 1 (Word/WP):
Toolbar is installed and loaded, but not selected.
Click on View --> Toolbars and see if the DivorceMate Toolbar is listed (sometimes called "dmForms+") but not selected. If so click it to select it.
CAUSE 2 (Word only):
Toolbar is installed but not loaded.
Open the Templates/Add-ins dialog box:
- Word 97-20003: Click Tools --> Templates and Add-Ins
- Word 2007/2010: click on the Office button (File in Word 2010) --> Options --> Add-Ins; at the bottom next to Manage select "Templates" and then "Go"
In the Templates/Add-ins dialog box see if DivorceMate.dot is listed but not selected. If so, select it.
CAUSE 3 (Word/WP):
Toolbar is not installed into current version of Word/WP.
Run DivorceMate User Setup (Start --> [All] Programs --> DivorceMate Software --> DivorceMate User Setup) to reinstall the word processing toolbar and macros.
No Client Files - I'm in Mobile Mode
DivorceMate One is started and there are no active clients listed. The blue title bar at the top of the program reads "DivorceMate One - Mobile Mode"
DivorceMate One can't "see" your DivorceMate Client Data Folder. Typically this occurs when the connection to the network has been lost or temporarily disrupted. Occasionally it happens when someone "organizes" the office server and moves folders around.
1. Click on "Setup" at the bottom of DivorceMate One.
2. Note the location specified in "Default Folder - Database" (the first setting on the Setup window) - this is the folder that DivorceMate can't find.
3. Browse to the location specified and the problem should become apparent. Often simply opening "My Computer" or "Computer", and then double-clicking on the Drive letter specified in the Default Folder - Database setting will restore the connection, and when DivorceMate is restarted it will be able to find your client files.
4. If #3 doesn't solve or expose the problem, contact your computer technician and ask them to help you restore your network connection.
DivorceMate on a Mac
DivorceMate One for desktop requires Windows to run and does not run natively on the Mac OS platform. Check out our New DM Cloud product line. DM Cloud works with Mac, iPad, iPhone, or any other device and currently includes our Tools program. In Ontario and BC, Forms and Precedents will be added to the DM Cloud product line. See our website for more details.
If you wish to run DivorceMate One for desktop on your Mac, there are a few options available to get Windows on a Mac. Please keep in mind that DivorceMate One for desktop was not designed to run in the Mac OS environment and we do not support this setup.
One such option is Boot Camp which is included with the current Mac OS and allows you to boot (or start) the computer in Mac or Windows mode. To install Windows on the Mac you will need to purchase and install Windows separately, and switching from Windows to Mac mode requires you to restart the machine.
DivorceMate Compatibility on Windows, Tablet PC and Notebooks
The current version of DivorceMate One is compatible with the following versions of Windows: XP through Windows 10.
On Windows 8 touch enabled computers, the touch keyboard will need to be disabled for some DivorceMate features to work.
DivorceMate One is compatible with both; 32-bit and 64-bit versions of Windows.
Prompted for customer number when opening DivorceMate
This occurs when DivorceMate is not connecting to, or cannot find the database. To fix this is issue it is recommended that you first take note of your customer number from the “setup” menu in DivorceMate. Once you have your customer number, restart the computer. Following the restart, open your internet browser and go to www.divorcemate.com and click the link “Download”. This step will guide you through updating your DivorceMate Software to resolve the issue.
NOTE: Should your DivorceMate program open in “mobile mode” or “virtual mobile” mode, please follow the steps under “No Client Files- I’m in Mobile Mode” found in the FAQ.
Characters not displayed, or partially displayed, in Microsoft Word 2010
This is an issue with Microsoft in which the refresh rate of the document is not functioning properly. In order to fix this, simply adjust the zoom of the document by clicking on the “view” tab in your Microsoft Word Toolbar. Increase the zoom of the document to 130% or decrease the zoom to 90% to allow the characters to display correctly.
DivorceMate One not responding shortly after launch - Tablet PC
There have been a few reports of DivorceMate One not responding shortly after it is started. The error message indicates either mscomctl32.ocx or dividing by zero or both. There is a Microsoft knowledgebase article dealing with this issue and providing an update to the mccomctl.ocx control:
Our tests have indicated that in these cases the ".manifest" files in the DivorceMate program files directory must also be deleted. We have created a small application that deletes the .manifest files and updates the ocx file:
Input drops onto separate page and/or after 1 page input is hidden
Cause: Input is in a table row that will not break across pages. When the row gets too big for the original partial page it drops down to the next page. If the user continues to type past the end of the page, text is hidden behind the table border.
Solution: The majority of the input areas in the DivorceMate Forms are table rows that have been set up to break across pages. If you are not typing in a designated input area (shaded) then try inputing the information into a shaded area.
To reformat a row so it will break across pages:
1. Place your cursor in the affected area.
2. Click: Table --> Select Row
3. Click: Table --> Cell Height and Width
4. Check the box beside "Allow row to break across pages".
Word 2000 or XP:
1. Place your cursor in the affected area.
2. Click: Table --> Table Properties
3. Under the Row tab check the box beside "Allow row to break across pages".
4. Ensure "Specify row height" is not checked.
1. Place your cursor in the affected area.
2. Right-click and select "Format" from the drop-down list.
3. Under the Row tab check the box beside "Divide row across pages".
Windows 8 Touch Keyboard Issue
It has been reported that some of the tree view controls in Tools One and Precedents One don't work properly in the Windows 8 touch/tablet environment.
As a work around you can disable the touch keyboard in Windows 8.
To do this manually/permanently see Scott Hanselman's post.
If you want to be able to quickly turn the touch keyboard on and off we have made a small application for you that automates this process:
“Class Factory Error” when generating a calculation
This message is displayed when a macro in your word processor is not properly functioning and needs to be updated. This can be done by first restarting the computer, and then running an update for DivorceMate directly from www.divorcemate.com. Click the “download” link. From here you will be guided through the process to properly update DivorceMate.
Document will not Break Across Page
If your document will not break across the page (i.e. once you reach the end of a page, your text seems to “disappear”), turn on the “break across page” function. This function is found in different locations depending on your word processor (Word or Wordperfect) and your version of that word processor. For example, in Word 2007: Layout/Table/Properties/Row/check box marked “Allow row to break across pages” under “Options” heading. In Wordperfect: Table/Format/Row/Divide.
Paste Unformatted Text
Use the “Paste Unformatted Text” icon in the DivorceMate Toolbar (instead of the regular “Paste” feature in your word processor) to paste any text into any form. This will maintain the integrity of the form.
Net Family Property cannot be less than zero (Ontario)
The DivorceMate Financial Statement will display Zero where Net Family Property would otherwise be negative. This is due to section 4(5) of the Family Law Act which provides:
If a spouse's net family property as calculated under subsections (1), (2) and (4) is less than zero, it shall be deemed to be equal to zero. R.S.O. 1990, c. F.3, s. 4 (5).
Finding the Tools in DivorceMate One
Here's an excerpt from the DivorceMate One Introductory Booklet
WordPerfect calculation issues, when rows added or removed
WordPerfect has a feature that automatically adjusts formulas in a table when rows are added or removed from that table. The DivorceMate financial statement calculations depend on this feature to work properly.
This feature does not work properly, however, when WordPerfect's AutoCalculation feature is set up to calculate the entire document on-the-fly. For the vast majority of DivorceMate users this will not be a problem because DivorceMate turns off the WordPerfect AutoCalculation feature when it is installed. Those users who turn this feature back on will likely experience some calculation issues.
To ensure this feature is turned off, while your cursor is in a table, click Table --> Calculate... --> and ensure that the "off' option is selected.
WordPerfect 11 Illustration
WordPerfect 8 Illustration
Sometimes my law firm ends up acting for the wrong party when merging a form
You probably did not set your law firm up under "Firm Lawyers" and instead have your firm listed under "Other Lawyers".
Start DivorceMate One and click "Lawyers" button; make sure you have your law firm name listed under the "Firm Lawyers" tab; and make sure that your firm is NOT listed under the "Other Lawyers" tab. For family support workers, enter "Self Represented" or "Not Represented" as the name of the lawyer under the "Firm Lawyers" section.
Totals in Word Financial Statement reset to $0.00 after first calculation
Problem: if a computer's Regional Language Settings are set to English (U.K.) then Word does not recognize figures with dollar signs as valid numbers and ignores them when calculating.
Solution: Set the computer's Regional Language Settings to English (Canada): Start --> Settings --> Control Panel --> Regional and Language Options.
Merge File Changes Do Not Automatically Refresh
This seems to be an issue within Word 2007 which introduced a new file format known as DOCX.
Start Word 2007 and click on the Office 2007 logo at the top left corner of your screen. Choose Word Options at the bottom. Next, click on Save - the fourth option on the list to the left. The first entry - Save files in the format: - should read "Word 97-2003 Document (*.doc)".
If this does not correct the issue, please contact support.
As a workaround, use the DivorceMate toolbar by clicking on the last icon. This will manually refresh your document.
Paragraph numbering not incrementing - Word Separation Agreement
When editing a completed separation agreement the paragraph numbering is not incrementing.
Solution: With the separation agreement open, place your cursor in the first paragraph. Click Format --> Bullets and Numbering. Ensure "continue previous list" is checked (it probably will be) and then click OK. The entire document should renumber properly.
Distorted Display - Not all Buttons Accessible
DivorceMate was designed to work under the default Windows font size settings. If these settings are modified then the DivorceMate screens will not display properly.
To correct the problem reset the font display back to the default setting (Small or Normal; not Large).
Start - [Settings] - Control Panel - Display - Settings (tab) - Advanced: Set it to Large (Win 98 - 2000) or Normal (Win XP)
The current version of DivorceMate One is compatible with all versions of Microsoft Word later than Word 97. For the best results, we recommend a 32 bit version of Office between XP and 2016.
Saving DivorceMate documents into DocsOpen
When using MS Word integration with Docs Open, if the Visual Basic Editor is opening before opening or saving documents in Word, in every subsequent attempt to save a Word document the Application ID on the Profile is blank. If you press Cancel on the Document Profile, the following message is displayed:
Do you want MS VB to save this document?
The above was happening after the creation of a DivorceMate document.
To solve this issue, apply (or reapply) Service Release 1/1a for Microsoft Office 2000.
Refer to Microsoft Knowledge Base Article 238895. And refer to Hummingbird Solution ID SD002203.
Import client data and docs from one DivorceMate One database to another.
Use this tool to import client data and accompanying documents from one DivorceMate One data location to another.
Back up your data first!
While we go to great lengths to ensure the import process is safe, and problems are unlikely, they are possible. It may be impossible to undo an import that fails part way through.
The Archived Versions available here are old programs that have been replaced by the current version of DivorceMate One. They have been made available for extraordinary/historical purposes only.
Technical support is not provided for Archived Versions.
Installing an Archived Version of DivorceMate One on a computer will replace any versions already installed. You can only have one version of DivorceMate One installed on a computer at a time.
Customer Numbers/CD Keys for the Archived Versions will be required for successful installation. Your historic CD Keys/Customer Numbers can be found in your records on previous invoices or CD envelopes. DivorceMate staff do not have access to all Archived Version keys.