Error Messages | Online Help - Zoho CRM

Error Messages

"This feature is supported only in Internet Explorer 6 or higher. Please access Zoho CRM using Internet Explorer and try creating mail merge documents again"

  • Reason: You might be using Zoho CRM in web browser other than Internet Explorer 6and above.
  • Solution: Access Zoho CRM using Internet Explorer and create mail merge documents again.

"Cannot download the Microsoft Word mail merge template. It is being used by another application or program. Close the template and try again"

  • Reason 1: You might be trying to merge records without closing the mail merge template in Microsoft Word.
  • Solution: Ensure that the corresponding Microsoft Word mail merge template is closed before clicking on the merge button in Zoho CRM.


  • Reason 2: The Microsoft Word application might not be closed properly, it could be running in the Task Manager.
  • Solution: Go to Task Manager (Hold Ctrl +Alt+Del) > Click Processes > Microsoft Word application > End Process.

"Zoho CRM Word Plug-in has encountered a problem while merging the template"

  • Reason 1: You might not have inserted Zoho CRM merge fields in the Microsoft Word mail merge Template.
  • Solution:
    • Open the corresponding mail merge template in Microsoft Word.
    • Insert the required merge fields.
    • Save the mail merge template.
    • Import the mail merge template again to Zoho CRM.
    Now, you can merge the template with the corresponding module to create mail merge documents.


  • Reason 2: The corresponding mail merge template might be created in higher version of Microsoft Word, which might not be available in your system.
  • Solution: Kindly upgrade your Microsoft Word or create the template in compatible MS Word version and create mail merge documents again.
  • Reason 3: There might be some temporary internet files stored in your system, related to the corresponding mail merge document.
  • Solution:
    1. Click Start (Desktop menu) > Run.
    2. In the Run dialog, enter %temp% and click OK.
    3. In the Temp page, delete "MMTemplate.doc" & "datasource.csv"
      Now, you can create mail merge documents from Zoho CRM.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                    Zoho SalesIQ Resources

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources