Fixing Issues Opening Mail-Merge Documents in i-Clarity

If you’re having trouble opening a mail-merge document from within i-Clarity, don’t worry — this guide will walk you through the steps to get things working again.

Step 1 – Check That the File Storage Location Is Accessible

First, we need to make sure that the document is stored in the correct place and that your PC can access that location.

1. Find the location of your Ad Hoc Files.

   • Instructions for finding this are available here: Enterprise (New) / I-Clarity (Old)

2. Copy the folder path to your clipboard (highlight it, right-click → Copy, or press Ctrl + C).

3. Open File Explorer on your PC and paste the path into the address bar.

• If the folder opens successfully, the location is accessible — you can move on to Step 2.

• If it doesn’t open, you’ll need to make that folder accessible:

  • If your storage location looks something like \\myoptician.file.core.windows.net\myoptician\..., please contact i-Clarity Support so we can install this connection for you.

  • If your files are stored on a local server or internal PC, please contact your IT support team for assistance.

Step 2 – Repair Your Microsoft Word Installation

If the folder path is correct, the issue might be caused by your Microsoft Word installation (part of Microsoft 365 / Office 365). Sometimes, small installation errors can prevent mail-merge documents from opening correctly.

Luckily, repairing Microsoft 365 is quick and often resolves the issue.

To repair Microsoft 365:

1. Open the Windows Settings menu.

2. Go to Apps → Installed Apps.

3. In the search bar, type Microsoft 365 (or Office 365).

   • Look for the version ending in en-us.

   • If you have other language versions installed, these can sometimes cause conflicts — please check with your IT team before uninstalling them.

4. Click the three-dot menu next to Microsoft 365 and select Modify.

5. When prompted, select Yes to allow the program to make changes.

6. A window will appear offering two options:

   • Quick Repair – try this first (it usually takes a few minutes).

   • If that doesn’t solve the issue, run an Online Repair instead.

Once the repair is complete, try opening your mail-merge document again.

If it opens successfully — great!
If not, please reach out to i-Clarity Support for further help.