Troubleshooting

A file asks for a password

The file is protected. Type the password its author gave you. Mergi keeps it until you close the app, so it is not asked again. Without the password the file cannot be opened: nobody can recover it.

If a file gets a password elsewhere after you chose it on a tool page, the tool asks for the new password when you run it, then carries on.

"Permissions password needed"

The file can be opened, but its author limited what can be done with it (changing pages, copying, printing). Tools that write a new document from it (Merge, Organize, Split, Extract) need its permissions password. Ask the author for it.

I can't copy text or print

The author of the file does not allow it. The viewer follows those limits.

Search finds nothing in a scanned document

A scanned page is a picture: it has no text to search, select or copy.

A Premium tool shows an offer instead of running

That tool is part of Mergi Premium. If you bought it, activate your key on the Premium page.

The licence key is refused

• That key does not exist: check it in your email or your account on xssit.com.
• This licence has ended or is paused: see your account on xssit.com.
• In use on all the computers it allows: deactivate an old computer first (Premium page, Deactivate this computer, or from your account).
• The licence site could not be reached: check the connection, then try again.
• The clock of this computer is wrong: set the right date and time in Windows.

A very large file is slow or fails

Give Mergi more memory: Settings › Behaviour › Most memory to use, then Restart now.

Mergi does not update itself

Only the installed Mergi can. Download the newest setup from the Mergi page and run it over the one you have: your settings and licence stay.

The window opened off screen

Mergi remembers where its window was. If that screen is gone, press Win+Up to bring it back, or Alt+Space and choose Move.

Mergi is "still running" after I closed it

Close to the tray is on: Mergi waits next to the clock. Use Quit in the tray menu, or turn the option off in Settings › Behaviour.