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Support Article

Cannot open Word when using a Cisco F5 load balanced URL



When using a certain Cisco F5 load balanced URL errors occur when generating word correspondence with PRPC 6.2 SP2. The correspondence opens but no content is dynamically added to the document and an error is displayed after a certain amount of time.

Error Messages

There was a problem launching PRPC Word Editor

Steps to Reproduce

Try to run the create correspondence processing when using the Cisco F5 load balanced URL.

Root Cause

The root cause of this problem is in a third-party product. 

The Cisco F5 iRule configuration was inserting content into each response the contained a test or html content-type.  When WordMacoManager.biw(.dot) file was downloaded the F5 Cisco content was added to the file contents. This corrupted the file and was not being loaded into Word, was not a valid template. 

The error message is part of PRPC Java script when launching Word Correspondence. If there is no callback from the file the error message "There was a problem launching PRPC Word Editor" is displayed. 


This issue is resolved by making the following change to the operating environment: 

Remove any Cisco F5 iRule configurations that modify PRPC responses as these could have a negative affect on other components of PRPC. 


Published November 13, 2015 - Updated October 8, 2020

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