Accuro Technical Issues

If you’re having technical issues with Accuro Express, then please browse this page for the most common errors transcribers/proofreaders have. When watching the videos, ensure you click “Watch on YouTube” as there may be references to links in the description box.

The template isn't opening

If the template isn’t opening, then it is an issue with your version of Office.

Ensure you uninstall all version of Office, Microsoft 365, OpenOffice etc. from your PC and then visit the Microsoft 365 website to download and install your Microsoft 365 desktop apps.

If you don’t have a Microsoft 365 subscription, you need one to work with Accuro – click here

Transcript filenames must match error

If you’re receiving an error message saying that the file name must match the dictation name, then follow the instructions in this video here.

I'm receiving error messages/crashing

If you’re receiving error messages or Accuro Express is crashing upon opening Accuro Express, on opening a dictation, or when trying to upload a file, ensure that everything is closed other than Accuro Express.

If you’re still receiving error messages, please try reinstalling Accuro Express by following the video here.

If your issue persists, try uninstalling your anti-virus as below.

I'm receiving error messages (cont'd.)

If, after reinstalling Accuro Express, you’re still having issues with Accuro error messages or crashing, then it is likely that you have anti-virus that is blocking Accuro from functioning.

In this case, we recommend you try uninstalling your anti-virus software completely – do not worry, Windows Defender (always on) is more than adequate defence for your computer. 

In practice, you should use anti-virus like you would a face-mask, put it on (install and run a scan) and then take it off once used (uninstall it). 

The upload screen isn't appearing

If you can see the nine green dots icon at the bottom of your screen, but clicking it doesn’t open it, or you’ve clicked Upload/Documents and the upload screen isn’t appearing, then watch the video here.

Other issues

If Windows or your anti-virus is blocking Accuro Express from installing, then you should go through the following steps:

Ensure you click “more info” and then “run anyway” on the blue Windows popup. 

Try pausing, disabling or uninstalling your anti-virus software, or add an exception for the following paths:

  • https://www.accuro-online.co.uk
  • https://portal.accuro.co.uk

 

If you don’t have any anti-virus and it’s still being blocked:

Open “Internet Options” by searching it in Windows.

Click the “Security” tab at the top.

Click “Trusted sites” (green tick icon).

Click “Sites”.

Add the two websites to the zone:

  • https://www.accuro-online.co.uk
  • https://portal.accuro.co.uk

 

If Accuro Express still won’t install, please contact us.

If you’ve forgotten your password, please follow this link below:

https://portal.accuro.co.uk/Account/ForgotPassword

Please note: Your username is the code you were provided by Accuro’s recruitment team, it will look like this: ABC001 or ABC001EDIT.

Right click on the Task list button on left-hand side of Accuro Express. Select Clear database. Right click on the ‘Task list’ button again and select Refresh.  The tasks will then download, and you will receive a purple pop up in the bottom right hand corner of your screen as each file downloads. Wait for the last task in your task list to download and the last pop up to come through before trying to open the dictation and template again.

If you are receiving this error upon attempting to upload the document, you must ensure that your transcription software, File Explorer (where all of your documents/folders are stored) and Word are closed prior to clicking on the ‘Upload’ button. Please check they are closed and then try clicking on the Upload button again.

 

If you are receiving this prior to typing/editing the document, right click on the Task list button on left-hand side of Accuro Express. Select Clear database. Right click on the ‘Task list’ button again and select Refresh.  The tasks will then download, and you will receive a purple pop up in the bottom right hand corner of your screen as each file downloads. Wait for the last task in your task list to download and the last pop up to come through before trying to open the dictation again – do not double click the dictation as this may cause this issue.

Right click on the Task list button on left-hand side of Accuro Express. Select Clear database. Right click on the Task list button again and select Refresh. The tasks should appear again. Occasionally, you may need to log out of Accuro Express and log back in for them to do so. It may be that files have been recalled for reasons such as urgency/no longer requires typing and so will not appear in your list. If you are unsure then please contact the office and we will let you know.

You may need to allow (whitelist) Accuro email address. Please follow the relevant guide below:

Gmail: 

  • Open your Spam folder.  
  • Search for emails containing accuro.co.uk (as per image below) 
  • Select (tick) all the emails shown. 
  • Right click any of the emails highlighted.  
  • Click Not spam. 

Outlook/Hotmail/Live: 

  • Open your Junk Email folder and select the messages you want to keep. 
  • From the top toolbar, select Not junk > Not junk (or Not spam > Not spam). You can also open the message and select the It’s not junk link at the top. 
  • If you’ve blocked someone by mistake, open your Blocked senders list and select the  next to their name. 
  • Add the sender to your Safe senders list. 

 

Yahoo 

  • Click settings 
  • Click more settings 
  • Click filters 
  • Click Add new filters 
  • Fill in the filter form as per the image below, and click save. 

Still having issues?

If you’re still having issues, and you have tried everything above, then please fill out the form by clicking the button below: