Product Login

Accessibility Standards PolicyPro Support

ASPP product image


Can't find a solution?

Submit a ticket
Important Note about PolicyPro Desktop Software

As of June 1, 2019, the PolicyPro desktop software reached the End-of-Life and is no longer updated or supported and First Reference assumes no responsibility after this date. We strongly recommend PolicyPro desktop software users export existing policies to a local or network drive to ensure continued access to their policies.

For more information about how to export your policies from the PolicyPro desktop software, please see the document titled Exporting Policies from PolicyPro.

Top of page

Frequently asked questions

Will PolicyPro stop working on June 1, 2019?

It's possible the software may continue to function after June 1, 2019, however, First Reference assumes no responsibility after this date.

Top of page

I didn’t make changes to any of policies…do I still need to export them?

No. You only need to export policies that you have modified. The draft policies will be available to download by logging into your First Reference account at myaccount.firstreference.com.

Top of page

I didn’t add any of the forms to my manual before exporting. Can I still access those forms?

Yes. You can download the forms in Word format by logging into your First Reference account at myaccount.firstreference.com. For more information, see the document titled How to download policies and forms.

Top of page

Do I need Microsoft Office to access the policies and forms?

The policy templates and accompanying forms are created in Microsoft Word format. If you do not have Microsoft Office you may not be able to access editable copies of the policies.

Top of page

Can I get a new Word version of the Model policy if the Content is updated?

Yes. You can access copies of all the policies and forms in Word format by logging into your First Reference account at myaccount.firstreference.com.

Once logged in, click My Products on the Button Bar and click on the Policies and Forms link to see the list of policies available for download. For more information, see the document titled How to download policies and forms.

Top of page

Can I still get electronic copies of new policies?

Yes. You can access copies of all the policies and forms in Word format by logging into your First Reference account at myaccount.firstreference.com.

Once logged in, click My Products on the Button Bar and click on the Policies and Forms link to see the list of policies available for download. For more information, see the document titled How to download policies and forms.

Top of page

Can I export the forms from my manual?

Yes. Any forms or attachments you have included in your manual can be exported by clicking in the Include all forms in policies checkbox on the Export dialogue box.

Note: PolicyPro will crash and the export will fail if any of the attached forms are not in Word format (e.g., Excel, PDF).

Top of page

Can I export Draft or Archive policies rather than Official?

Yes, you can export policies that are in Draft, Official or Archive status. Select the appropriate status from the Policy Version drop-down to export all the policies in that status.

Top of page

Why do I have to create separate folders for my Draft, Official and Archive policies?

The export process overwrites any files in the selected folder. If you want to export files that have a different status, for example your Official and Archive policies, you will need separate folders for each policy status.

Top of page

Top issues

Database cannot be found message appears at startup

This error occurs when the software cannot find the database that contains the PolicyPro Table of Contents and can be caused by one of two scenarios:

  1. PolicyPro was not installed while logged in under the user's profile (i.e., installed under an Administrator or IT employee profile).
    To resolve the error in this scenario, copy the folder First Reference\Accessibility Standards PolicyPro(and all its contents) from the My Documents folder of the installation account (e.g., Administrator) to the My Documents folder for the user's account.
  2. The policy manual is stored on a network drive and that location is unavailable.
    To resolve the error in this scenario, re-connect to the network location and restart PolicyPro.

For more information please see the Help topic Database File Not Found.

Top of page

New policies don't appear in the PolicyPro Table of Contents after an update

If new policies appear in the Compliance Window but don't appear in the Table of Contents for your manual after a PolicyPro update, there may have a been a problem with the Updates database. To rerun the update:

  1. Click Subscription > First Reference Override
  2. Type upgrade and click OK.

The next time you start the software, the newest updates file will be downloaded and applied.

Top of page

An "Error Getting Source Document error: The Model Document Could Not Be Copied From the Internet" message appears when trying to create a Draft policy

Typically this message appears because there is a problem establishing an FTP connection with our server and the policy cannot be downloaded.

The first step in resolving this error is to ensure Policyprodocs.com is whitelisted at your firewall and/or proxy server. If whitelisting Policyprodocs.com doesn't resolve the issue, temporarily disable the virus checking software and see if that resolves the problem. If this resolves the issue, add PolicyPro to the Trusted Zone and allow all activities in the Kapersky settings.

Top of page

An "Online content currently unavailable" message appears in the Resources Window

Typically this message appears because there is a problem establishing an FTP connection with our server and the Resource Window Table of Contents cannot be downloaded.

The first step in resolving this error is to ensure Policyprodocs.com is whitelisted at your firewall and/or proxy server. If whitelisting Policyprodocs.com doesn't resolve the issue, temporarily disable any virus checking software and see if that resolves the problem. If this resolves the issue, add PolicyPro to the Trusted Zone and allow all activities in the Kapersky settings.

Top of page

PolicyPro Crashes when Printing all Policies in a Chapter or Manual

PolicyPro will crash when printing all policies in a Version, Chapter or Manual if any of the attached forms are not in Word format and the Include all Forms in policies option is selected. Either unselect the Include all Forms in policies checkbox or remove the attachments from the manual.(Although Excel, PDF and graphics files can be added to an individual policy within the manual, these items must be printed separately.)

Top of page

PolicyPro Crashes when Exporting all Policies in a Chapter or Manual

PolicyPro will crash when exporting all policies in a Version, Chapter or Manual if any of the attached forms are not in Word format and the Include all Forms in policies option is selected. Either unselect the Include all Forms in policies checkbox or remove the attachments from the manual.(Although Excel, PDF and graphics files can be added to an individual policy within the manual, these items must be exported separately.)

Top of page

PolicyPro Editing Toolbar is Inactive When Word is Open

In some PolicyPro installations, the Document Editing Toolbar stops working if an instance of Word is opened and accessed while a policy is open in PolicyPro (e.g., when copying text from a file on your computer into a policy).

If this happens, save the changes to the policy by clicking the keyboard shortcut Ctrl-s and then close and re-open the policy. The Document Editing Toolbar should now be working. If the PolicyPro editing toolbar freezes when opened concurrently with Word®, please avoid using these two applications at the same time.

Top of page

There is no Print icon on the Office Quick Access Toolbar

The Quick Access Toolbar is contains the items you have selected for Microsoft Word®. PolicyPro "reads" this information and displays the same Quick Access Toolbar items when editing policies in the Document Window.

To make an item accessible on the Quick Access toolbar within PolicyPro, you must add the item to the Toolbar from within Word. For information about adding items to the Quick Access Toolbar, see the PolicyPro and Microsoft Office Troubleshooting topic in PolicyPro Help.

Top of page

Print Icon Not Available in Model Policies

You cannot print Model policies, therefore the print icon is grayed-out. You can only print or export Draft, Official or Archive versions of a policy.

Top of page

Document Already Open Error Message---The Selected Document is Currently in Use

The Document Already Open error message appears when you try to print a policy that is open in the Document Window. To resolve this issue, close the document by re-opening the start page. You should now be able to print the policy.

Top of page

Include Front Matter Checkbox Not Available on Print or Export Dialogue Boxes

This option is available only when All documents in current manual is selected.

Top of page

Include a Table of Contents Checkbox Not Available on Print or Export Dialogue Boxes

This option is not available when printing Selected Policy or Selected Single Document. You must select

Top of page

End of life

Consult the First Reference End of Life policy regarding the use of your product.

Version 8.03
Version 8.02
Version 8.01
Version 8.00
Version 7.04
Version 7.03
Version 7.02
Version 7.01
Version 7.00
Version 6.07
Version 6.06
Version 6.05

Accessibility Standards PolicyPro Version 8.03
Accessibility Standards PolicyPro Version 8.03 is the final release of this software and reached end-of-life on June 1, 2019. Support for all versions of Accessibility Standards PolicyPro ended on June 1, 2019.

Milestone Effective Date
End of Life Announcement2/20/19
End of Support6/1/19

Accessibility Standards PolicyPro Version 8.02
Accessibility Standards PolicyPro Version 8.02 was superceded by version 8.03 on May 18, 2017. Support for Accessibility Standards PolicyPro Version 8.02 ended on August 18, 2017.

Accessibility Standards PolicyPro Version 8.01
Accessibility Standards PolicyPro Version 8.01 was superceded by version 8.02 on April 25, 2017. Support for Accessibility Standards PolicyPro Version 8.01 ends on July 25, 2017.

Accessibility Standards PolicyPro Version 8.00
Accessibility Standards PolicyPro Version 8.00 was superceded by version 8.01 on January 2, 2017. Support for Accessibility Standards PolicyPro Version 8.00 ended on March 2, 2017.

Accessibility Standards PolicyPro Version 7.04
Accessibility Standards PolicyPro Version 7.04 was superceded by version 8.00 on September 16, 2016. Support for Accessibility Standards PolicyPro Version 7.04 ended on December 16, 2016.

Accessibility Standards PolicyPro Version 7.03
Accessibility Standards PolicyPro Version 7.03 was superceded by version 7.04 on January 2, 2016. Support for Accessibility Standards PolicyPro Version 7.03 ended on March 2, 2016.

Accessibility Standards PolicyPro Version 7.02
Accessibility Standards PolicyPro Version 7.02 was superceded by version 7.03 on January 2, 2015. Support for Accessibility Standards PolicyPro Version 7.03 ended on March 2, 2015.

Accessibility Standards PolicyPro Version 7.01
Accessibility Standards PolicyPro Version 7.01 was superceded by version 7.02 on January 28, 2014. Support for Accessibility Standards PolicyPro Version 7.01 ended on July 1, 2014.

Accessibility Standards PolicyPro Version 7.00
Accessibility Standards PolicyPro Version 7.00 was superceded by version 7.01 on June 17, 2013. Support for Accessibility Standards PolicyPro Version 7.00 ended on September 1, 2013.

Accessibility Standards PolicyPro Version 6.07
Accessibility Standards PolicyPro Version 6.07 was superceded by version 7.00 on March 26, 2013. Support for Accessibility Standards PolicyPro Version 6.07 ended on July 1, 2013.

Accessibility Standards PolicyPro Version 6.06
Accessibility Standards PolicyPro Version 6.06 consists of release 2012-01. Support for Accessibility Standards PolicyPro Version 6.06 ended on December 1, 2012.

Accessibility Standards PolicyPro Version 6.05
Accessibility Standards PolicyPro Version 6.05 consists of release 2011-00. Support for Accessibility Standards PolicyPro Version 6.05 ended on July 31, 2012.

Top of page

Our website uses HTML5 and CSS3
HTML5 logo by World Wide Web Consortium
HTML5 logo