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Search below for common problems and solutions. We’re also available to help you M-F 9:00 am to 5:00 pm. Call us at (480) 361-1324 to speak with a representative or complete the form below.

Common problems and solutions:

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When I try to assemble a document I get an error message. There appears to be a problem with your license code.

Problem: There are a number of reasons that this error message appears.

Solution: Check to make sure license code is valid and you have accepted the agreement.

  1. Open AvidLaw Probate
  2. Double click on Enter Attorney Information
  3. Check that your law firm name and address are entered and correct
  4. If your law firm name or address has changed then you may need a new license code (annual users only)
  5. Select AvidLaw AIP License Agreement
  6. If the agreement says “you have accepted the license agreement and can now use this software” please try using the software again to see if the problem is resolved. If it is not resolved then email us at support@avidlaw.com or call us for further assistance
  7. If the agreement does not say “you have accepted the license agreement and can now use this software”, check for one of the following problems:
    Problem 1: License code is not entered
    Problem 2: License agreement not accepted
    Problem 3: License has expired (annual only)
    Problem 4: License code is invalid
  8. When you have identified the problem please do the following as needed:

Problems 1 and 2: Enter license code, accept the agreement, check to see if it says “you have accepted the license agreement and can now use this software” or if problems 3 or 4 appear. If you are able to use the software please try using the software again to see if the problem is resolved. If it is not resolved then email us at support@avidlaw.com or call us for further assistance

Problem 3: Call us to renew your license or switch to matter-based licensing

Problem 4: Please email us at support@avidlaw.com or call us for further assistance

When I go to do a new probate or open an existing probate, case information from another matter in already entered.

Problem: The attorney information answer file may have been corrupted by saving it with answers to case information. If the attorney information answer file is saved with answers pertaining to case information then it will always enter that information when you open a new answer file or an existing answer file. Even if you change the answers and save the file again the answers saved on the attorney information answer file will be displayed the next time you open any answer file to assemble documents.

Solution: Please, follow these steps.

  1. Open AvidLaw Probate
  2. On the main screen select the item Enter Attorney Information (do not double click)
  3. In the lower left-hand corner find the file path for the attorney information answer file (C:/Users/Public/Documents/HotDocs/Templates/AVLAIP/)
  4. Write down the file path or leave AvidLaw Probate Open as a reference
  5. Go to the specified file path within Windows
  6. Select the Start button, Computer (or the My Computer icon on your desktop) then open the drive (C:) where the file is located and follow the path from step 3
  7. When you have located the file attorneyinformation.anx (has a capital red A) right click on it and then select delete
  8. Go back into AvidLaw Proabte
  9. Double click on Enter Attorney Information
  10. Reenter your law firm’s information, document options and license code (please contact us if you need your license code)
  11. When you are finished exit the window and the file will automatically save
  12. Try to open a new answer file or the answer file you are working in and see if the information is still displayed as before
  13. If the information is still displayed as before please contact us for further assistance

When I download AvidLaw Probate it says it can’t extract the files.

Problem:  Your computer downloaded the file as a .zip file and not a .hdi file.  A hdi file is similar to a zip file but it is only used for HotDocs.

Solution:  Change the file extension from .zip to .hdi

  1. Make sure HotDocs is installed on your computer
  2. Download and save AvidLaw Probate to your desktop
  3. Right click on the file and select rename
  4. Erase the file extension .zip and type in .hdi
  5. Press enter (the icon should now be a blue and white lowercase d, If not HotDocs may not be installed or the extension was typed in wrong)
  6. Double click on the file and it should begin installing