Functional administrators may encounter an error when saving a template, header/footer or component in xential|studio. This article describes the problem, the cause and the solution.
Symptoms
When saving, the following error message appears:
"Unable to process request on xential server."
A 404 error is also displayed.
Cause
During installation or update of Microsoft Word, a module called sensitivity labels is installed alongside it. This module causes conflicts with xential|studio.
Impact on existing objects
When sensitivity labels are active in Microsoft Word, opening an existing template, component or header/footer in xential|studio initially appears to work correctly. However, as soon as you add a selection question with its corresponding answers, the template can no longer be saved.
Impact on new objects
For new objects, changes cannot be saved at all. The error message appears immediately at the first save attempt.
In both cases, the objects can no longer be opened in xential|studio afterwards. An error message appears immediately upon opening and xential|studio closes. At that point, the object is damaged and can no longer be used.
Step-by-step guide
The solution is to remove the sensitivity labels module for the affected account.
Important
Objects that have been damaged by this issue may no longer be recoverable. In that case, import a previous export version of the object.