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Jess M.
Jess M., Computer Support Specialist
Category: Microsoft
Satisfied Customers: 7609
Experience:  Computer Software Specialist for more than 10 years
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I had a letterhead documents on Word but

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I had a letterhead for business documents on Word but for some reason word seems to not be reading the letterhead and the page set up has changed but we do not know how to change it back?
It is like whatever reads pictures or set headers on word has stopped working so the page layout is all wrong now.
Have tried emailing a doc with the heading from another PC and then opening on this one but still the same. Its a problem with word.
Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.I am very sorry about your MS Word problem. Can you send me a copy of the problem Word file so that I can try to repair it?Please let me know so that I can help you further.Best regards,Jess
Customer: replied 2 years ago.

Yes but I cannot attach a word file to you? Will only give an option to send an image?

There was an 'Oakway Roofing' letterhead at the top which has disappeared. I can only send a doc with the letterhead from the laptop. I am currently on the PC with the problem.


I suggest that you upload the file in this link:http://filesXpress.comThen give me the short download link.
Customer: replied 2 years ago.

If I do it this way, are the docs secure on that site or can other people view them? There are customer addresses on our docs and wouldn't want them viewed by anyone else.

I am able to download the others?

Oh ok.... You can upload the file there and I can immediately ask the site to remove it if security is your concern.
Customer: replied 2 years ago.

This is the short link to it.

If you could get it removed that would be great. Only as it has someone's address on it that's all.


I got the file and the site also removed it. Please give me a moment to check the problem for you.
Customer: replied 2 years ago.

Ok great. Will wait to see how it comes up for you, with or without the letterhead?

I got the file and the letterhead is just fine. Here is my screen shot: just erased some info there for privacy reasons.
How is it going? Have you seen the screen shot I gave you?
Customer: replied 2 years ago.

Sorry, yes I have the screen shot.

This is how the doc should look but when we open our docs on this pc, the heading is missing and all of the info is over to the left. None of it is central as you can see it.

This is the same for every single word doc.

The PDF files are the same as with some docs I have to export from word to pdf but I cannot do it the other way to get the headings back.

How can I get the headings back? Any ideas?

Thank you for writing back with that information. Indeed, I believe this is a problem with your MS Word program and not this Word file since it is rendered properly in my Word.Can I remotely access your computer so that I can directly check the Word installation and fix the issues while you watch?Remote access is an optional additional service offer with a minimal one-time flat fee ($15) regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.Please let me know if you want this remote option.Best regards,Jess
Customer: replied 2 years ago.

Yes that will be ok. Just really need to get it back so we can continue working. Thankyou.

Thank you for your permission to do remote access. I will now send the formal additional service offer of remote access. Please accept it so that I can create our remote session. After accepting it, you will then receive the procedures to join me in the remote session.
Jess M. and 4 other Microsoft Specialists are ready to help you
Thank you for accepting my additional service offer of remote access so that I can help you directly in fixing your problem. For me to remote in, we need a remote access tool. Please follow the steps below to join me in the remote session. 1. Please click on this link: In that page, please click on the green I Agree button3. Then download the remote tool when prompted.4. Run the downloaded remote tool to join me in the remote session. I will be waiting for you there.Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.Best regards,Jess
Thank you for your patience. The issue was resolved through remote help. It was an issue with your VIEW settings. All is well and working this time.Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.Best regards,Jess