PGM 7.7B Hotspots

PGM 7.7B Hot Spots - Contents

Install and Update Problems:
Installing PGM 7.7B for users at PG Calc
Client or prospect needs download page link for PGM 7.7B
InstallShield errors installing PGM
Install blocked by Symantec Endpoint Protection, Download Insight
Installers blocked from running or unable to browse to PGM folder
Running download gives unverified or unknown publisher message
Determining whether user previously did local v. network install
Desktop has two PGM shortcuts after installing PGM update
Existing user is prompted for an authorization code after installing PGM update
Installing or Updating PGM on CrossOver Mac
Version inconsistent message
Version out-of-date message
Tax code date out of sync message
Automatic IRS discount rate update gives wget.exe error
Automatic IRS discount rate update gives unable to download error
PGM write error when saving IRS discount rate or other Customize settings
PGM does not open to the 40.8% and 23.8% tax rate defaults
Incompatible .inp version error when trying to open .inp file
PGM not compatible with the version of Windows you’re running
PG Calc logo not displaying on Desktop
Update causes PGM resolution that is too big or too small for screen
Typo in licensee name on PGM Help About copyright screen

Other Problems:
PGM crashes on File Templates, File - Open, and various File - Save commands
PGM crashes on Customize - Organization Information - Gift Annuity Disclosure Statement
File - Print doesn’t work. No output comes out of the printer
File - Print causes PGM crash or other funny behavior
Edit in Word CloseDocument error due to BMP logo file size
BMP logos may not print properly on Windows XP
Old-style WMF logos may not export properly Word
Date and prepared for name do not appear to right of logos when export charts to Word
Unnecessary page breaks when export charts to Word
Diagrams appear in View or Print but do not export to Word
Font problem when export diagram to Word and then save as PDF
Export to Excel results in “problem sending command to program” error
Protected View in Microsoft Word and Excel
Edit in Word fails with Office 2016 on Macintosh
Script error for PGM help links to pgcalc.com
PGM help system not working
Unable to run PGM DemoClips
Update summary archive for past versions
PGM desktop specifications

 

Issue: Installing PGM 7.7B for users at PG Calc.

Description: Security software at PG Calc prevents users without admin rights from installing PG Calc software using the standard download pages and installers.

Use the WinZip network installer to update your PGM folder:

P:\Other\PG Calc Software Installers\pgm\pgm77bzip.exe

Have Nick run the standard installer on your computer:

P:\Other\PG Calc Software Installers\pgm\pgm77b.exe

Issue: Client or prospect needs download page link for PGM 7.7B.

Description: Client didn’t get email with download link or the Download PGM 7.7B button does not appear in the email.

Workaround: Email the following link:

https://marketing.pgcalc.com/pgm-77b-downld 

If for some reason the above download page link also does not work and you are not able to talk the client or prospect through the problem, the following direct links can be emailed.

Download PGM 7.7B

Documentation:

• Summary - read about what’s new in PGM7.7B

• Installation Instructions - how to do a standard installation

• Network Installation Instructions - how to install PGM to a network server, or to install to a desktop machine using an alternate method if the standard installer above fails to run in your environment

• Macintosh Installation Options - how to run PGM on your Macintosh

• Introductory Guide  - a tour of PGM for new users

Alternative installer for network and install problems

Issue: InstallShield errors installing PGM.

Description: When running the standard PGM installer, the InstallShield engine can experience problems due to insufficient privileges, DLL conflicts with other past installs, and other reasons. This can result in InstallShield error messages such as

• Feature Transfer Error

• Error: Catastrophic Failure

• Error -5004:0x80070005 with the message “please make sure you have finished any previous setup and closed other applications” even though no other setups or applications are open.

Workaround: This type of error can usually be resolved by one of these 3 methods:

(1) Confirm that the user account has the requisite privileges to install software. That resolves 90% of these problems.

(2) Install PGM using the alternative WinZip installer, which is often faster than trying to troubleshoot the problem directly. Start with Part B of the network install instructions:

https://www.pgcalc.com/pdf/pgm77binstnetwork.pdf

Before installing, right-click on the PGM desktop shortcut and choose Properties to determine where PGM was previously installed. If you are updating a previous PGM version that has a working desktop shortcut, you can skip the steps in the instructions to create PGM desktop shortcut and register the .inp PGM input file type.

(3) Rename “C:\Program Files (x86)\Common Files\InstallShield” to something else like InstallShieldOld and run the install again. If that works, a new InstallShield folder should be created and you can decide whether to keep or delete InstallShieldOld or rename it back to InstallShield out of concern other applications might be affected.

Issue: Install blocked by Symantec Endpoint Protection, Download Insight

Description: User attempts to download and run the PGM installer, and instead a Symantec Endpoint Protection, Download Insight error screen pops up indicating that the pgm77.exe download file is not allowed. Reasons given might include security risk found, unproved, very few users, or very new.

Workaround: This is third-party software designed to block software installs fitting a certain profile over which PG Calc has no control. Users should contact their organization’s IT staff to override the block and install PGM.

Issue: Installers blocked from launching or from browsing to PGM folder

Description: In some instances, security software may block the PGM installers from running. Or, the PGM folder may be hidden from the installer so that the user can’t select it from the Browse screen. Usually, such problems can be best resolved by the IT department at the user’s organization.

Workaround: First, try both the standard InstallShield installer (pgm77b.exe) and the alternative WinZip installer (pgm77bzip.exe). If both are blocked, and the IT department is unable to resolve, PGM can be installed using these steps:

(1) Open the pagm77bzip.exe file in WinZip or 7zip (or other software for handling zip files).

(2) Extract all the files and subfolders to the PGM application folder, overwriting the existing files with the same name. If the PGM application folder is inaccessible in WinZIp or 7zip but is accessible through Windows Explorer, extract to a local folder and then copy to the PGM application folder. Note: for an upgrade from PGM 7.7A to 7.7B, only 4 files need to be copied –annagree.nar, license.txt, pgm.ini, and tax.ini) - but if unsure that PGM 7.7A was previous version, copy all files and subfolders.

(3) If the this a first-time install of PGM, follow the instructions, “Create PGM desktop shortcut and register the .inp PGM input file type” in Part B of the Network Installation Instructions.

(4) Launch and confirm PGM 7.7B is shown on the copyright screen (also available from Help - About).

Issue: Running download gives unverified or unknown publisher message.

Description: User runs the PGM download and gets a message that the publisher is unverified or unknown.

Workaround: While the error message indicates a problem with the digital signature, the cause is most likely a download glitch. You can see the digital signature by viewing Properties for the downloaded pgm77b.exe file. The Digital Signatures tab is typically the third tab between Compatibility and Security. If the Digital Signatures tab is missing, that typically indicates that the file got garbled in the download. Delete the pgm77b.exe file from the download folder, and download again. If you don’t delete the file first, the browser may think it already has the file and not download a fresh copy.

Issue: Determining whether user previously did local v. network install.

Description: If you have a previous version of PGM installed but are not sure whether it was a local or network install and want to find out before installing the PGM update, there are a couple of things you can do to check. 

(1) Go to Start - Control Panel - Add or Remove Programs (on Windows 7, Programs and Features). If Planned Giving Manager is in the list of installed applications, the previous installation was probably done using the standard InstallShield installer. If Planned Giving Manager is not listed, the previous installation was probably done using the alternative WinZip installer such as for a network installation to be shared by multiple users.

(2) Right-click on the PGM desktop shortcut and choose Properties to determine where PGM was previously installed. Enter the same location when using the alternative WinZip installer (the standard InstallShield installer should update this previous installation folder automatically).

Issue: Desktop has two PGM shortcuts after installing PGM update.

Description: After installing the latest PGM update, the user’s desktop has two shortcuts to PGM. We believe this happens when the user was logged in as a different user when the new update was installed than they were logged in as when the original version was installed. As a result, they have two shortcuts under different profiles, such as one under al users and one under their profile.

Workaround: Check that the two shortcuts point to the same place, then delete one of them.

Issue: Existing user is prompted for an authorization code after installing PGM update.

Description: After installing the latest PGM update, the user is prompted for an authorization code when they launch PGM, even though they previously had the prior version of PGM on the same machine. This happens when the pgmw32.dat file is not in the location where the PGM update was just installed. This can mean: (1) PGM was previously installed on a network drive and now the user has installed it locally. (2) The user has previously installed to a different local directory without that location being properly registered by the installer. (3) The user is mistaken about having PGM installed previously, such as if they have gotten a new machine since the last time they used PGM.

Workaround: Try to find the old pgmw32.dat file by doing a search in Windows Explorer. If you can’t find it but the organization has more than one user, consider copying the pgmw32.dat configuration file from another user’s machine or the user’s old machine if still available in situation (3) so as to preserve the customization settings. See bog post for details on what to copy. As a last resort, provide a new authorization code and direct the user to recustomize.

Issue: Installing or updating PGM on CrossOver Mac

Description: CrossOver Mac has a concept of bottles (which is a term related to the underlying WINE technology it uses to run Windows software on an Apple Mac computer). A bottle is a self-contained space in which a Windows application can run without fear of interfering with other applications. Windows applications can share a bottle or each have their own.

Tips: After downloading the regular pgm77b.exe installer from the download page and launching it, a CrossOver Mac installer screen should come up. By default, this screen will be set to create a new bottle. This is the correct choice when installing PGM the first time, and we recommend selecting a Windows 7 compatible bottle although you can choose other Windows version if you prefer. If you are updating a previous PGM installation, you should edit this to select the existing bottle to be updated rather than create a new one.

It can be useful to create an icon for your PGM folder on your desktop. Open Crossover and click the Bottles button (in upper left). Highlight a bottle, go up to the Bottle menu, and choose Open C: Drive. Right-click on the PGM folder and create an alias. Drag this PGM alias folder to your desktop.

Issue: Version inconsistent message.

Description: If you use the regular install when you have PGM already open, the install should finish but you may get a message that you need to reboot. If you continue to use PGM without rebooting, you will get the following message:

“Warning: your pgm.ini version 7.7B is inconsistent with your pgmw32.exe version 7.6. If you got a message requesting a reboot when you installed PGM, please do that now. If not, please reinstall the latest version or check with PG Calc.”

Workaround: Reboot the machine and see if the error goes away. If not, reinstall PGM.

Issue: Version out-of-date message.

If there is a mismatch between the afr.ini file and the pgm.ini file, a user may get the following message:

"Warning: A new PGM version 7.7B is available from PG Calc. Your version X.X is out-of-date. Please contact support@pgcalc.com for information on getting the latest version."

Workaround: This message will appear for clients who have PGM 7.7 or earlier and have not yet installed PGM 7.7. Refer clients who have installed PGM 7.7B and still get this message to Winston or Bill.

Issue: Tax code date out of sync message.

If there is a mismatch between the afr.ini file and the tax.ini file, a user may get the following message:

"Warning: Your PGM installation is out of sync. Your installation reflects the Internal Revenue Code D/M/YYYY but should reflect the Code 6/7/2023. Please reinstall the latest version or check with PG Calc at support@pgcalc.com.”

Workaround: Refer clients who still get this message after reinstalling PGM 7.7B to Winston or Bill.

Issue: Automatic IRS discount rate update gives wget.exe error. 

A configuration problem with the new automatic IRS discount rate update feature could produce the following error:

"Unable to run wget.exe to download afr.ini file from pgcalc.com. Windows reports ShellExecute error code __: __________"

Workaround: Try having client reinstall PGM. If the error persists, get the full error message including error code number and description, then refer to Winston or Bill. The client can also turn off the automatic IRS discount rate update feature under Customize - Setup - General by setting the millisecond delay to 0.

Issue: Automatic IRS discount rate update gives unable to download error. 

The following errors indicate a problem downloading IRS discount rates from pgcalc.com:

Starting 24th of month: "Unable to download the next month’s IRS discount rate from pgcalc.com. You may have no internet connection, be blocked from downloading by your firewall or virus protection, or lack permissions to save the updated afr.ini file in your PGM application folder. If the new IRS discount rate is available and you want to enter it manually, go to Customize - IRS Discount Rate Table."

Starting 1st of month: Unable to download the latest IRS discount rate(s) from pgcalc.com. You may have no internet connection, be blocked from downloading by your firewall or virus protection, or lack permissions to save the updated afr.ini file in your PGM application folder. You can enter the latest rates manually on the next screen."

There is more than one potential case for this error message:

• User has PGM 7.4 or earlier (which is out-of-date).

• User doesn’t have rights to modify the afr.ini or pgmw32.dat file in the PGM application folder (can be tricky to identify missing rights).

• Organization uses proxy server to connect to internet (requires additional configuration for wget.exe).

• Organization uses security software that blocks internet connection unless the wget.exe application or URL are whitelisted.

• Organization doesn’t recognize validity of the Let’s Encrypt https certificate on pgcalc.com

• Other

PG Calc is often unable to diagnose which cause it is without further information, which means the user will often need to get internal IT help at their organization to help trouble shoot and identify the exact cause.

Trouble-shooting tips: 

(1) Confirm that the client has installed the latest version 7.7B by checking the version number found on the Help - About screen. If the PGM version the client has is before PGM 7.4A, the client most likely will not have the new wget.exe utility file that came with PGM 7.4A and subsequent versions, and starting October 16, 2017 will have been getting download error messages due to a new https security requirement on the PG Calc website.

(2) Check if afr.log file contains the message: “ERROR: cannot verify www.pgcalc.com's certificate, issued by `/C=US/O=Let's Encrypt/CN=Let's Encrypt Authority X3':  Unable to locally verify the issuer's authority.” Let’s Encrypt is a new certificate vendor we started using on www.pgcalc.com in October 2018. If the afr.log contains that error, we believe the fix is for the client to get their IT department to add Let's Encrypt to their certificate chain. As a workaround, the client can enter “--no-check-certificate” under Customize – Setup – General – Additional wget.exe command line arguments for automatic IRS discount rate download.

(3) Check that the client has read/write/modify rights to the afr.ini file located in the PGM application folder (by default, C:\PGM\afr.ini). Also check that the pgmw32.dat file has read/write/modify rights.

(a) For a non-technical user, it will be easiest for the client’s IT department check the rights as it can sometimes be difficult to determine definitively.

(b) If the user is Windows savvy, they can test whether they have rights by editing the afr.ini file in NotePad, add a nonsense line such as “Test=Test” at the end, then try save to the file, edit it again, and remove the line. If Windows won’t let the user save changes, they don’t have sufficient rights. If Windows does let them save changes, they do have sufficient rights.

(c) In Windows Explorer look at the Properties for the afr.ini file. If the General tab has the Read Only box checked, unchecking it may solve the problem. If the Security tab does not have checkmarks for Authenticated Users under Allow for Modify, Read, and Write that could be the problem. If “Authenticated Users” is not listed, determining the user name or group name to check may require IT assistance.

(d) To check if the pgmw32.dat file has sufficient rights, open PGM, choose one of the options from the Customize menu, change one of the options, exit PGM, and confirm to save configuration changes when existing. Reopen PGM and see if the change if stuck. Then change the option back to the original setting and save changes on exit.

(4) If the client’s IT department indicates the organization is using a proxy server to connect to the internet, the wget.exe utility will need to be configured to use the proxy server and port number. To do so, substitute “http://proxy.server.com:8080” in the steps below with the proxy server name and port number.

My Computer > Properties
Advanced > Environment > Variables
System variables > New
Name:   http_proxy
Value:   http://proxy.server.com:8080

(5) The client’s IT department may need to open the default port 80 in their firewall or need to whitelist the https://www.pgcalc.com/download/afr.txt URL and/or the wget.exe utility in their internet security software.

(6) Check the afr.log file in the PGM application folder, If the cause of the error is not clear, feel free to relay the afr.log error information to PG Calc. If the file contains a “connection timed out” error, that could mean either the page is being blocked by your firewall or other security software or an actual timeout. If there are indications the internet connection is in fact slow, in PGM go to Customize - Setup - general and increase the “Millisecond delay to allow automatic IRS discount rate download.” The default is 1 and the maximum is 30,000 milliseconds (30 seconds). Note, however, that changing this setting won’t help if the page is being blocked by a firewall or other internet security software.

(7) Here are some ways to help determine if blocking may be occurring. First, cut and paste the link below to open it from the machine in question in a browser such as Internet Explorer or Firefox:

https://www.pgcalc.com/download/afr.txt

If this succeeds, note that if the organization has a proxy server, it may be already configured in the browser but would need to be configured for use of wget.exe by PGM. If so, you’ll need to determine the name and port number of the proxy server in order to configure it as described in (4) above.

Second, run the following command at a Windows command prompt (replace “c:\pgm” with your PGM application folder name if different):

c:\pgm\wget.exe --no-cache -o afr.log -O afr.ini http://www.pgcalc.com/download/afr.txt

This is the command that is being run by PGM to perform the automatic download. Next, try replacing “http://www.pgcalc.com/download/afr.txt” with a web page that you know to exist such as “http://www.boston.com/” to see if the download succeeds and is saved to the afr.ini file.

(8) If you are able to identify a wget.exe command line parameter that will fix the specific problem, you can configure PGM to use it by going to Customize - Setup - General and entering the parameter in the field for additional wget.exe command line arguments for automatic IRS discount rate download. It’s advisable to test such parameters as described in (7) first. PGM inserts any additional arguments so entered on the wget.exe command line before the parameters shown in (7) above.

As firewall and internet security software can differ from organization to organization, there may be additional trouble-shooting options such as examining logs or internet traffic monitors. PG Calc can’t provide definitive assistance but can often help analyze results.

Workaround: Enter the IRS discount rate manually. If the client simply doesn’t have internet connectivity, the client can turn off the automatic IRS discount rate update feature and error messages under Customize - Setup - General by setting the millisecond delay to 0. If the client’s internet connectivity is spotty, they may just need to launch PGM a couple of times before they will get the next month’s rate.

Issue: PGM write error when saving IRS discount rate or other Customize settings.

Description: You launch PGM, see the message that the IRS Discount Rate Table has been updated, and then get the following write error. You also get this error if you try to use File - Save Configuration or make changes under Customize and then ask to save configuration changes when exiting.

“Write Error: can't open C:\PGM\pgmw32.dat!
Cannot save changes to configuration file.
Problem could be one of following:
(1) Read only attribute property has been set for file.
(2) User does not have write privileges for file.”

Workaround: As described in the message, this typically means either that the pgmw32.dat configuration file in the PGM application folder has been made read only or the user does not have write/modify permissions. The user may need help from their internal IT to get the necessary privileges. Note that sometimes in a network install shared by several users, the pgmw32.dat file may have been locked down so that only one user can change it. In that case, other users will be able to use PGM with the latest IRS discount rate but will get the error message every time they launch PGM, until the user with privileges has run PGM and saved the new rate.

Issue: PGM does not open to the 40.8% and 23.8% tax rate defaults.

Description: When PGM is launched, it does not show the new default blended tax rates of 40.8% for ordinary income and 23.8% for capital gains in FYA program 2, LIP program 3, and LTP program 4. Instead, it shows the defaults such as 38.8% and 18.8%. This happens when a custom default startup file was created in an earlier version, which saved the tax rates along with other inputs as your defaults. PGM 7.5 and subsequent versions automatically convert some old rates - 39.6% to 37%, 33% to 32%, 28% to 24%, 25% to 22%, and 15% to 12%. But do not convert rates that don’t match up to one of the old rates

Workaround: Open PGM, switch to FYA program 2, and edit the tax rates to set the new defaults: 37% for the ordinary income rate, 20% for the capital gains tax rate, and Yes to the 3.8% Medicare surtax on net investment income. Then go to the File menu, choose Startup Defaults, and Save Current Inputs as Custom Startup Defaults. That should override the previous tax rate defaults but preserve any other custom settings you may have made. If you do not need to preserve the other custom start default settings changes you may have made, go to the File menu, choose Start Defaults, and Delete Custom Startup Defaults. Then go to the File menu and choose New.

Note: This can also happen if you open a .inp file created in an earlier version of PGM using File - Open. PGM will retrieve the tax rates saved with the case, which it would need to reproduce the calculations that may have been previously sent to the donor. If that is not what you want, you can edit the tax rates and resave the case to overwrite with the new tax rates.

Issue: Incompatible .inp version error when trying to open .inp file.

Description: If you attempt to open a .inp file created in PGM versions 7.5 to 7.7B in version PGM 7.4A or earlier, you will get the following error message:

Error: [C:\PGM\yourfilename.inp] contains incompatible .inp version 7.5D. You may need to update to the latest version of PGM.

Or

Error: cannot read [C:\PGM\yourfilename.inp], incompatible file format

Workaround: First, determine if the file being opened is not an .inp file. The user can get this error if opening a.doc, .xls, .gar, .nar, or some other non .inp file type. The File Open dialog lists only .inp files by default, but the user can get other file types by using *.* or by typing a partial file name and selecting an autofill choice. Other .doc and .xls files can be opened in their respective Word and Excel applications. Only .inp file can be opened in PGM with File Open.

If the file being opened is an .inp file, the user may need to update to PGM 7.7. While PGM 7.7B can read .inp files created in PGM 7.7 and earlier versions, .inp files created in PGM 7.7B generally should not be opened in earlier versions. This mismatch typically only happens if some users at an organization update and others do not, or a user who has updated emails an .inp file to someone who has not yet updated. We have clarified the text of the error in PGM 6.6A, but that of course won’t help PGM 6.6 or earlier versions that have already been released.

Issue: PGM not compatible with the version of Windows you’re running.

Description: When you attempt to run PGM, you get the following error:

“The version of this file is not compatible with the version of Windows you’re running. 

This may indicate that the pgmw32.exe file has been corrupted, either during the install process or afterwards, and so is no longer recognized as a valid application file. Even if the date and time stamp appears correct, go to the PGM application folder (C:\PGM by default) and right-click on pgmw32.exe to check Properties. If the digital signature tab is missing or incorrect, that is confirmation the file itself has become corrupted and needs to be reinstalled.

Workaround: Use the network installer to reinstall PGM.

Issue: PG Calc logo not displaying on Desktop.

Description: If you install with the regular install, your desktop shortcut should display the new PG Calc logo. If you install with the network install, you will not necessarily get the new logo on your desktop shortcut unless you create a new one. Let us know if don’t get the new logo if you used the regular install. 

Workaround: Have user go to desktop and hit F5 to refresh, that may cause icon to appear. If not, here’s how to update manually (in Windows XP, Windows 7 may be different):

(1) Right click on the desktop shortcut and choose Properties.

(2) Go to the Shortcut tab and click the Change Icon button

(3) Select the upper left icon, and click OK.

Issue: Update causes PGM resolution that is too big or too small for screen.

Description: Installing the update will replace the user’s display.ini file and set the display resolution to auto-detect. So if the user has previously set a customize display setting, that will need to be reconfigured.

Workaround. Determine the resolution of the machine on the Control Panel - Display - Settings tab. Launch PGM, hit enter past the About PGM copyright screen and the initial menu to get to the main screen. Then choose the Customize menu (Alt-C) - Setup - Display Type and Colors - Display Resolution. Select the display resolution appropriate for the machine’s monitor settings.

Issue: Typo in licensee name on PGM Help About copyright screen.

Description: The organization name is entered incorrectly on the initial configuration screen after entering the authorization code. This initializes both the organization information that appears on charts and the licensee name that is stored in the pgmw32dat file. While the organization information can be edited under Customize – Organization Information, the user cannot edit the licensee name that appears on the copyright screen that appears on launching PGM or under Help About.

Workaround: Go to Customize – Organization Information and if needed correct the heading line 1, short name, narrative name, legal name, and reference name. If the licensee name that appears on the copyright screen also needs to be fixed, there are two choices:

(1) Delete the pgmw32.dat file in the PGM application folder (C:\PGM by default), launch PGM, and go through the initial configuration process with the authorization code gain. Note: this means losing any other customize settings, but can be the simplest solution for a new user who has done minimal customization.

(2) Email the pgmw32.dat file to wjones@pgcalc.com with instructions as to the edit needed. We will make the change and send the edited pgmw32.dat file back. Note: this is the best option if there to preserve other customization changes that may have been made.

Issue: PGM crashes on File Templates, File - Open, and various File - Save commands. 

Description: So far half dozen users or so have reported this issue, which happens when choosing these options from the File menu, from the initial menu, or by clicking on icons in the toolbar. The crash error happens at the point Windows is displaying the standard File Open or Save dialog box.

Status: We believe that the problem is caused by Dell laptops running older versions of Dell ControlPoint Security Manager. This issue existed in PGM 6.1C and PGM 6.2. Many of the affected users started getting the problem after installing PGM on new Dell laptops with Windows XP. We have not seen the problem yet on Windows 2000, Windows Vista, or Windows 7.  In PG Calc testing, the PGM crashes stopped when the Dell ControlPoint Security Manager was uninstalled. Installing the most recent version of the Dell ControlPoint Security Manager did not cause the crashes to recur. Other Dell ControlPoint utilities do not appear to cause this issue.

Workaround: Uninstall Dell ControlPoint Security Manager module under Control Panel - Add/Remove Programs, then reinstall with latest download from Dell web site, and reapply any configurations settings. Note: Dell ControlPoint has three other modules that do not need to be uninstalled: Power Manager, Display and Devices, and Connections Manager.

Issue: PGM crashes on Customize - Organization Information - Gift Annuity Disclosure Statement.

Description: PGM crashes after entering Customize Organization Information, after changing the answer to one of these 2 questions on the Gift Annuity Disclosure Statement screen.

“Does your charity maintain a gift annuity reserve fund to comply with state requirements?

Are your charity's gift annuity assets managed by an outside firm?”

The crash may not occur until you click Back or Next or try to answer one of the other question on the screen, such as the policy on reinsuring gift annuities question.

Workaround: This is due to a bug introduced in PGM 7.2 which was fixed in PGM 7.2A. Installing PGM 7.7B should cure the problem.

Issue: File - Print doesn’t work. No output comes out of the printer.

Description: This happens to some people and not others. We suspect it may have to do with what printer driver is selected, but that has not been confirmed. When File - Print is chosen, the printer icon will flash in the system tray in the lower right of screen like a print job is being initialized, but only briefly. When printing works, the printer icon stays on screen longer and typically flashes a message that the job has been sent.

Workaround: Instead of using the Print function in the File menu, print using the Print button on the main screen or the Print icon on the toolbar.

Issue: File - Print causes PGM crash or other funny behavior.

Description: User reports problem printing that may or may not be caused by PGM.

Troubleshooting tip for printer driver problems: Change the default printer to “Microsoft Print to PDF” in Control Panel before launching PGM (for versions before Windows 10, choose Microsoft XPS Document Writer, which creates an XPS file that is similar to a PDF). If the print problem does not occur in creating the PDF or XPS file, it is likely the problem printing to your printer is a flaky or out-of-date printer driver.

Workaround: For suspected printer driver problems, go to the printer manufacturer’s web site and download and install the latest Windows printer driver for your printer.

Issue: Edit in Word CloseDocument error due to BMP logo file size.

Description: Edit in Word gives the following error message:

“Error PGM): Fatal Error (PGM): Error writing external file format in CloseDocument.”

This message can appear when a charity logo is being displayed in the heading, and the .BMP file is relatively large (we’ve seen this for file sizes around 5MB or higher). It’s not entire consistent and may be affected by memory usage such as the number of presentations selected and whether or not view window is open.

Workaround: Try to shrink the size of the BMP file, edit one presentation at a time, or turn off use of logo file in Customize Organization - Information.

Issue: BMP logos may not print properly on Windows XP.

Description: The new expanded feature to use BMP graphic logo and image files in the headings and diagrams do not print on Windows XP. You can see the logo in View, and export to Word, but the logo doesn’t print.

Workaround: Use Edit in Word rather than Print, or turn off use of logo file in Customize Organization - Information. Consider upgrading to Windows 7 or 8.

Issue: Old-style WMF logos may not export properly Word.

Description: The new expanded feature to use graphic logo and image files in the headings and diagrams also supports use of an old WMF graphic file format, which is now disfavored. This includes the charity.wmf file which has a sample charity logo of a building with greek columns. These work in diagrams, but there can be problems in headings if the document is exported to Word, which can include the logo be clipped, resized, or not printing correctly. The exact behavior can depend on the version of Word (2003, 2007, 2010, 2013).

Workaround: Use a BMP file rather than a WMF file, or turn off use of problem logo file in Customize Organization - Information.

Issue: Date and prepared for name do not appear to right of logos when export charts to Word.

Description: If you select a logo to use with your chart heading, the logo appears on the left and the date and prepared for name appear on the right. However, if you Edit in Word, the date and prepared for name do not appear. This is due to a technological limitation that prevents putting text to the right of an image in the export feature in PGM which we hope to fix in a future release.

Workaround: Enter information into the Optional Text field that you want to appear in the heading when you Edit in Word. Or you can manually add the information you want to the heading in Word.

Issue: Unnecessary page breaks when export charts to Word.

Description: When using Edit in Word, PGM will sometimes insert extra unneeded page breaks, with the result that notes or disclaimer text that would fit at the bottom of a page goes onto the next page. While there is no one cause, use of a logo in the heading or a larger font size can contribute to this happening.

Workaround: Delete blank lines in Word to recombine the pages.

Issue: Diagrams appear in View or Print but do not export to Word.

Description: If a diagram is selected in conjunction with one of the multi-page charts such as DCFA or TS that paginates based on the length of the projection, then Edit in Word, the diagram may not appear in Word. This is a bug, which we believe is caused by an internal page miscount, the result of which is that the last page or two of the presentation may get omitted when the Word document is created. We hope to fix this bug in a future release.

Workaround: Deselect the charts so that only the missing diagram or diagrams are selected, and Edit in Word. Then combine the pages in the two Word documents. Alternatively, deselect the multi-page chart that is causing the problem, and Edit in Word.

Issue: Font problem when export diagram to Word and then save as PDF.

Description: A few users have reported a problem when they export a diagram from PGM to Word and the use File - Save As to create a PDF in order to email the PDF to a donor. However, the text inside the diagrams is messed up with the font spacing off, both for labels on the diagram items and text in the numbers and how it works sections under the diagram.

We have seen this font spacing problem once or twice before with clients using the Save As feature in Word when they don’t have Adobe Acrobat installed on the machine. We believe the cause is a Windows or Word font configuration issue as opposed to a PGM problem but troubleshooting such problems can prove difficult.

Workaround: Windows 10 comes with a built-in print driver called “Microsoft Print to PDF” that can be selected in PGM when choosing Print to save PGM presentations to a PDF file. If that option is not available, we recommend installing PDF creator software:

(1) Adobe Acrobat. http://www.adobe.com/products/acrobat.html. Adobe Acrobat Standard is $299. A free 30 day trial is available. Note: Adobe Reader is insufficient.

(2) Win2PDF. http://www.win2pdf.com/index.htm. This tool costs $35. You can download and try it for free (an extra page appears at the end of each PDF you create indicating it’s an evaluation or non-commercial use trial until you pay the $35).

We’ve tried both (1) and (2) here.  Both allow you to create PDFs directly from PGM by choosing Print and then choosing (1) Adobe PDF or (2) Win2PDF from your list of printers. You can also export the document to Word and choose the appropriate PDF driver from there. Adobe Acrobat adds a menu item in Word with some additional helpful commands, and also lets you edit PDFs to insert or replace pages as well as other things you may not need.

There are other PDF creator products available, possibly including some freeware choices, so if your IT department has a tool they prefer to support, you may want to go with that.

Issue: Export to Excel results in “problem sending command to program” error.

Description: You choose Transfer to Excel in PGM or double-click a Microsoft Excel workbook in Microsoft Windows Explorer. The Microsoft Excel application starts, but the Excel file does not open and you receive an error message. The error message may be different depending on the version of Windows you are using. 

Windows 7: “There was a problem sending the command to the program.”

Windows Vista: “Windows cannot find 'FilePath\FileName', Make sure you typed the name correctly, and then try again.”

Windows XP: “Cannot find the file 'path' (or one of its components). Make sure the path and filename are correct and that all required libraries are available. There was a problem sending the command to the program.”

Workaround: Follow the steps for your version of Microsoft Excel:

Microsoft Excel 2010:

1. Click the File tab, and then click Options.

2. Click Advanced, and then click to clear the Ignore other applications that use Dynamic Data Exchange (DDE) check box in the General area.

3. Click OK.

Microsoft Office Excel 2007:

1. Click the Microsoft Office Button, and then click Excel Options.

2. Click Advanced, and then click to clear the Ignore other applications that use Dynamic Data Exchange (DDE) check box in the General area.

3. Click OK.

Microsoft Office Excel 2003 or earlier versions of Excel:

1. Click Options, on the Tools menu.

2. Click the General tab.

3. Click to clear the Ignore other applications that use Dynamic Data Exchange (DDE) check box, and then click OK.

Issue: Protected View in Microsoft Word and Excel.

Description: Some PGM users who use Microsoft Office find that they are not allowed to edit PGM presentations when they choose File - Edit in Word or File - Transfer to Microsoft Excel. Instead, a strip below the Word or Excel Menu Bar says:

"Protected View - Editing this file type is not allowed due to your policy settings."

Or

"Protected View - Office has found a problem with this file. Editing it may harm your computer."

Workaround: This is due to PGM saving in the older .doc and .xls formats. For instructions on how to reconfigure Protected View, go to the help topic “Trouble opening presentations in MS Word/Excel 2010, MS Word/Excel 2013, or MS Word/Excel 2016” in the PGM help system. It can be found in the help index under Word, Excel, or Protected View.

Issue: Edit in Word fails with Office 2016 on Macintosh.

Description: When running PGM on a Macintosh with Office 2016 for Macintosh installed, Edit in Word gives the following Microsoft Word error:

“Word experienced an error trying to open the file.
Try these suggestions.
- Check the file permissions for the document or drive.
- Make sure there is sufficient free memory and disk space.
- Open the file with the Text Recovery converter.”

Workaround: This problem appears to be due to Microsoft no longer supporting the .doc format used by PGM in Office 2016 for Macintosh (Office 2016 for Windows is not affected, only the Macintosh version). As a result, none of the Microsoft suggestions are helpful. We suggest one of the following:

1. Install an earlier version such as Microsoft Word 2011 for Macintosh

2. Install the Windows version of Office 2016 in the CrossOver mac bottle or virtual machine in which PGM was installed on the Macintosh.

3. Switch to PGM Anywhere, which uses the .docx format.

Issue: Script error for PGM help links to pgcalc.com.

Description: If you go to the PGM Help menu and choose “PG Calc Web Site” you get a choice of several links to pgcalc.com. If you click most of those links (or other links to pgcalc.com in the help system), you may get the following “Script Error”:

“An error has occurred in the script on this page.
Line: 41 [may different from page to page]
Char 1:
Error: The value of the property ‘set’ is null or undefined, not a Function object

Or

Error: Object expected
Code: 0
URL: [link differs from page to page]
Do you want to continue running scripts on this page? Yes/No”

Workaround: This is due to HTML help on Windows not handling certain web page scripting. Users can be instructed to ignore this warning by answering Yes, No, or just closing the error dialog window. This is a known problem with pages on pgcalc.com and we are working to get these pgcalc.com pages fixed. Users don’t need to send us the error messages, unless it is a link other than one the PG Calc Web Iinks known to have this problem.

Issue: PGM help system not working.

Description: The PGM help system which is accessible from the Help menu in PGM does not work.

Workaround: We have a new .chm help system starting with PGM 6.6 and the Windows patches that were sometimes needed for the old system no longer apply. If a user has a problem with help on a network installation, they may need to refer to the network install instructions for configuration options (https://www.pgcalc.com/pdf/pgm77binstnetwork.pdf). Otherwise, suggest they try reinstalling PGM, and if that doesn’t help, refer the problem to Winston or Bill.

Issue: Unable to run PGM DemoClips.

Description: Some PGM users may be blocked from running DemoClips. This may be due to their use of Flash technology, which can be profiled and blocked by security software in use at some organizations.

Workaround: At some organizations the block may apply to DemoClips being run from inside PGM but not to Flash running from external websites. In that case, it may be possible to run DemoClips from the following links:

Overview
A brief overview of PGM's four programs 
Basics of running PGM 
Using templates to jump-start your case 
Setting up presentation headings for your organization 

Gift Annuities
How to produce a gift annuity proposal 
How to produce a deferred gift annuity proposal 
How to produce a gift annuity agreement 
Setting up gift annuity agreement and disclosure information for an organization 
How to combine a gift annuity's partial payment and first regular payment
How to compute the deduction when a gift annuity is reassigned to charity
How to compute the deduction when a gift annuitant dies early 

Charitable Remainder Trusts
How to produce a charitable remainder unitrust proposal 
How to produce a charitable remainder unitrust projection 

Projections
How to project life income benefits over time 
How to project lead trust benefits over time 
How to illustrate step and balloon (“shark fin”) lead trusts

Tax and tax related
How to estimate gift tax on a life income gift 
How to calculate the deduction for relinquishing a life interest

Import/Export
How to save and retrieve a PGM case 
How to export a PGM presentation to Microsoft Word 
How to export a PGM presentation to Microsoft Excel 
How to export a PGM presentation to Microsoft Power Point 
Ways that PGM and The Raiser's Edge can work together 

Miscellaneous
Finding help on a number in a PGM presentation 
How to change diagram icons and icon labels 
How to personalize a Tools presentation 

In other cases, use of Flash may be blocked completely, in which case the user’s only recourse may be to ask their IT department for an exception. PG Calc is looking into a replacement technology for Flash to use in DemoClips.

Issue: Update summary archive for past versions.

Description: When it is useful to lookup issues in update summaries for past versions, these links can be accessed or sent to a client:

Issue: PGM desktop specifications.

The desktop edition of Planned Giving Manager performs most optimally on the following operating systems:

Windows 8*
Windows 10*
Macintosh**

* PGM desktop runs as a traditional laptop/desktop application under Windows 8 and Windows 10, including on Microsoft Surface Pro devices. PGM desktop will not run on Surface, Surface 2, and other Windows RT devices utilizing ARM chipsets, and will not run on Windows Phone or Windows 10 Mobile. PGM Anywhere is available for use on mobile devices.

** PGM desktop can be run on Apple Macintosh personal computers using Windows virtual machine software.

PGM desktop has been successfully deployed under Windows Server, Terminal Server, Citrix, VMWare, Virtual PC, and other such environments for running Windows applications. Network install instructions for PGM desktop are provided.

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