Collection Letters Troubleshooting

Question: What do I do if there is text missing from the letter?

Answer: If some of the text to be inserted in the collection letter does not appear in the letter, try the following:

• Close the letter and repeat the steps for generating the collection letter.
• Review the member information in Portico to determine if the corresponding member data exists. If no member data exists for some bookmarks, the bookmarks will be deleted from the member's letter.

 

Question: An Out of Memory message appeared. What should I do?

Answer: If the message out of memory is received, try one or more of the following:

• If documents other than the collection letter are open in Microsoft Word, close them and try to generate the document again. This may clear up the problem if one of the open documents was very large or if there were a large number of documents open.
• Close all open applications except for Portico and Microsoft Word.
• Reboot the computer.

This error can also appear if a large number of letters appear in the collection letters queue. To help prevent this error, review your letter templates and look for ways to reduce the size of the letter template. For example, use fewer images or use smaller, high quality images.

Question: Some information was incorrectly replaced with data from Portico. What happened?

Answer: If the text inserted by Portico replaces information that was not intended to be replaced, open the original collection letter. Verify the location of the bookmark cross-reference. Delete the cross-reference and reinsert it.

 

Question: The address printed incorrectly on the envelope. What should I do?

Answer: If the address does not print properly on the envelope, try the following:

• Verify that the envelope is inserted into the printer properly. Check the manual for the printer or from the menu bar, click Tools, then click Envelopes and Labels. On the Envelopes tab, click Options, then click the Printing Options tab to determine how the envelope should be oriented.
• Click the Envelope Options tab to verify the settings are correct.