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Practice Manager & Document Manager issues

This support note applies to:

  • AO Practice Manager (NZ)
  • AO Practice Manager (AU)
  • AE Practice Manager (NZ)
  • AE Practice Manager (AU)
  • AE Document Manager (NZ)
  • AE Document Manager (AU)
  • AO Document Manager (AU)
  • AO Classic Document Manager (AU)
  • AO Classic Document Manager (NZ)
  • AO Document Manager (NZ)
  • PDF Manager (AU)
  • PDF Manager (NZ)
Article ID: 52700068

This page is a reference for outstanding issues for which we're working on a solution. We'll keep adding issues to this page as they're found.

Use the Ref no from the tables below if you're calling support for any of these issues.
Document Manager
IssueDescriptionSolutionRef no
Error: This linked document in DM has been attached from another database, and cannot be opened from here.

This error can happen after server migration and you're trying to open an email that has a Document Manager link.

Send the email again with the document which has the link to the new server.

Any email link sent after a server migration will not work, but hyperlinks in documents will automatically update.

IssueDescriptionSolutionRef no

Error when selecting or de-selecting Read-only in an Intranet template document.


When opening an Intranet template document that has been imported in bulk from a folder, and selecting or de-selecting Read-only, you might see the error, The system cannot find the file specified.

The template opens without an error.

To fix the error, see below depending on if you use existing documents or new documents:

Existing documents imported from a folder in bulk

  1. After importing documents from a folder, open the document and make a note of the filename in the title bar.
  2. Right-click the template, select Properties > Versions > Import new version.
  3. Browse to IntranetData folder to select the template document.
  4. De-select Read Only, so you can edit the document.

New templates

Make sure you use the single file template method in Intranet Administration.

  • Go to File > Create from existing and select single template file.


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