We have >250 customers in 20 countries.
This is the first time this problem has occurred.
Please ask your questions nicely, and we will do our best to help.

The test results indicate that eaDocX can’t talk to your Word instance. This is impossible for us to test, as we don’t know what your environment is. In order to function, eaDocX needs to talk to both EA and Word, both using their standard APIs – that’s what this test checks for.
Does your machine setup allow you to talk to the Word API?