"Single document (pair) error"

[manu072]

Unable to perform plagiarism check because document fails to load. Software says "Single document (pair) error". Error reason:Generic error
Please solve this problem. 

[Alexei B.]

Thank you for this post. We are working on fixing this situation that some our clients have.
What happens is that Windows "ifilters" that allow text extraction from docx documents are failing. It is most likely due to some recent Microsoft's patch - we only see Windows 10 and latest office versions users having this problem.

What makes it worse is the fact that we don't have this problem in any of our testing environments. So we heavily rely on cooperation from our clients to fix this.

If you have this problem - please contact our support via e-mail.