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troubleshooting [2021/01/13 12:22] – errolltroubleshooting [2021/06/18 09:06] (current) – [Logo disappearing] erroll
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 +====== Troubleshooting ======
 +\\
 +<note tip>For Quickbooks Integrator troubleshooting, [[/troubleshooting/integrator|click here]]</note>
 +
 +==== Common Problems ====
 +
 +The most common problems with FastManager can usually be resolved by following the steps outlined here: 
 +
 +[[/troubleshooting/common|Troubleshooting Common Problems]]
 +
 +
 +
 +----
 +==== Error Message: "Cannot find input table or query" ====
 +
 +"Cannot find input table or query" happens when FastManager has lost its connection to the database.
 +And that happens when the computer has momentarily lost its connection to the network,
 +
 +    Double-check that your computer can reach the shared folder or network location where the FastManager database is stored, then close and reopen FastManager.
 +    Or restart your computer
 +
 +If the problems continues, you may need to have your network administrator or I.T Support person examine why the computer is intermittently dropping its link to the network
 +
 +\\
 +----
 +==== Error Message: "Disk or network error" ====
 +
 +''Disk or network error'' indicates that the computer has lost its connection to the network, and as a result FastManager has lost its connection to the database.
 +- Double-check that your computer can reach the shared folder or network location where the FastManager database is stored, then close and reopen FastManager.
 +- Or restart your computer
 +
 +If the problems continues, you may need to have your network administrator or I.T Support person examine why the computer is intermittently dropping its link to the network
 +
 +\\
 +----
 +==== FastManager cannot find your database files ====
 +When launching FastManager, you see the error message:
 +
 +''FastManager cannot access your database files ...''
 +
 +  * This is most likely a networking problem:
 +    * Verify (through Windows File Explorer) that you can reach the shared folder where your FastManager database is stored,
 +    * Also verify that your FastManager Company Database Files are, in fact, visible in that folder
 +    * Then restart FastManager, or:
 +    * Restart your computer
 +
 +\\
 +----
 +==== Sales Screen - The tax is calculating incorrectly ====
 +
 +Most likely there is a 2nd tax is being charged on the Invoice, but you can't see it on the Sales Screen because 'Tax 2' is disabled in the Preferences:
 +
 +  * In FastManager, go to: ''File -> Preferences -> (continue) -> Options''
 +    * UNcheck the box: ''Disable Tax 2''
 +
 +After that, close and reopen the Sales Screen (if it was open)
 +  * Next, open that Invoice on the Sales Screen and check in the totals block at the lower-right to see if there is a value next to 'Tax 2'
 +    * If there is, you can change it by first selecting 'Edit this Invoice' from the Convert button, then clicking on the word 'Tax 2' and selecting a different tax
 +
 +Remember to also go to 'Edit -> Customers' to check that customer's setup on the Financial tab (set Tax 2 to "Non")
 +
 +\\
 +----
 +==== Logo disappearing ====
 +
 +There are only 2 possibilities:
 +
 +  - The specific path to the location where the logo was originally saved is no longer accessible to the computer in question
 +  - The logo was reloaded in FastManager and saved at a location which is not accessible to the computer in question.
 +
 +Solution:
 +
 +  * The logo should be re-loaded in FastManager, but this time it must be saved in the correct location (one that is universally accessible to all computers), by going to "Network" during the ''Save'' step.
 +
 +<note important>See: [[/setup/company#importing_your_company_logo|Importing your company logo]]</note>
 +
 +\\
 +----
 +===== Clear FastManager's Cache =====
 +\\
 +With the steps below we will reset FastManager's local configuration and cache.
 +This is often the solution to various minor glitches and other obscure issues that can crop up in certain systems or environments.
 +
 +<note>
 +NOTE: \\
 +This will also reset all your internal preferences, such as column-widths and saved filters.
 +\\
 +\\
 +This will **not** affect your company database (Customers, Orders, etc..), but it will make FastManager "forget" where the database is, which is really no issue - you will simply reconnect FastManager to the company database afterward.
 +</note>
 +
 +\\
 +First of all, check the lower-left corner of the FastManager program window for the "path" to your Company Database
 +
 +\\
 +{{ ::db_serial_version.jpg?direct |}}
 +
 +\\
 +Make a note of that path, you will need it later.
 +
 +<note important>If it says: "**MS SQL SERVER**" then you will need to take note of your SQL Connection settings. [[/networking#sql_backend|Click Here]] for more info</note>
 +
 +Close FastManager
 +
 +Next, press the Windows Key + R (simultaneously) on your keyboard to bring up the Run command
 +
 +Type (or copy/paste) the following and press Enter: \\
 +\\
 +<WRAP center round box 60%>
 +''%USERPROFILE%\AppData\Local\JCWSoftwareLLC\''
 +</WRAP>
 +
 +\\
 +  * This will open Windows File Explorer to FastManager's local configuration folder
 +  * Delete everything in that folder
 +
 +\\
 +{{ ::resetconfig.gif?direct |}}
 +
 +\\
 +Finally, [[/networking#connect_the_network_computers|(re)connect FastManager to the database]]
 +
 +
 +----
 +===== Clean Reinstall =====
 +
 +<note>
 +When doing a Clean Reinstall, it is important to also clear the cache (see above)
 +</note>
 +
 +\\
 +Go to ''Programs and Features'' in //Windows Control Panel//
 +
 +First - ;ocate ''FastManager Updates'' and uninstall it (if it is listed)
 +
 +Next, locate ''FastManager'' and uninstall it
 +
 +\\
 +{{ ::reinstall_1.jpg?direct |}}\\
 +{{ ::reinstall_2.jpg?direct |}}\\
 +{{ ::reinstall_3.jpg?direct |}}\\
 +
 +\\
 +Now go to the [[https://fastmanager.com|FastManager website]] and download the FastManager "setup" program (select: 'Existing Customer' from the ''%%Download%%'' menu):
 +
 +<note>It is important to download a //new// version of the setup program rather than use one you might already have saved</note>
 +
 +\\
 +{{ :download_1.png?direct&400 |}}
 +
 +\\
 +Once the setup program has downloaded, locate it in your //'Downloads'// folder (or wherever your browser puts the downloads) and double-click on it to start the FastManager installation process:
 +
 +\\
 +{{ :install_2.png?direct&600 |}}
 +
 +\\
 +----
 +===== Update FastManager =====
 +<note>If you do not have an active subscription, you will **not** be able to install the latest program update!</note>
 +
 +<note important>
 +You must first have the actual program installed (see above) //before// you can install the update
 +</note>
 +
 +The process for updating FastManager is simply a matter of downloading the update from [[https://fastmanager.com/updates.asp|our updates page]], and then installing it on the computer:
 +
 +  * Go to [[https://www.fastmanager.com|www.fastmanager.com]] and check on the home page under the ''%%Latest Update%%'' announcement (to the right of the page
 +
 +\\
 +{{ :update1.jpg?direct |}}
 +
 +  * Then click on the link to be taken to the downloads page
 +  * From there you can download the latest update
 +
 +\\
 +{{ :update2.jpg?direct |}}
 +
 +\\
 +{{ :update3.jpg?direct |}}
 +
 +  * Locate the file ''%%fastmanagerupdate_201xxx.exe%%'' in your downloads folder
 +
 +\\
 +{{ :update7.jpg?direct |}}
 +
 +  * double-click the file to start the install process
 +  * accept all the defaults
 +  * reboot if prompted
 +
 +<note important>If you have FastManager installed on multiple computers, it is important that you update all of them to the same Revision Number</note>
 +
 +----
 +===== Test/repair the databases =====
 +<note>This step is not relevant if you are using the SQL backend</note>
 +
 +
 +=== Create a Support Request ===
 +
 +If you have not already done so, open a new support ticket, requesting that we test/repair and optimize your databases. 
 +  * You can **[[https://help.fastmanager.com/open.php|Click Here]]** to go there and open the ticket now.
 +\\
 +Once the support request has been created, we will respond (by email) with a unique upload link that you can send the ZIP file through.
 +  * //Please do not attach the database files directly to the ticket (or to an email), they will be rejected by our ticket system for space and security reasons.//
 +
 +
 +=== Locate and prepare the company database files ===
 +
 +<note important>
 +From the moment that you ZIP the databases, your users should NOT create any new orders or edit //anything// in FastManager, until the repaired databases have been returned to you and restored into the data folder. \\
 +**Any changes that are made in the meantime will be LOST when the repaired databases are returned.**
 +</note>
 +
 +\\
 +**Step 1: locate your "FastManager Data Folder"**
 +
 +This is the folder where your company database is stored, as well as various other files and folders that FastManager uses.
 +
 +  * Open FastManager and check in the lower-left corner of the program window, there you will see the "path" to where your main company database is stored.
 +
 +\\
 +{{ :setup:db_location.jpg?direct |}}
 +
 +\\
 +Using Windows File Explorer locate that folder. In it you will find the following files:
 +
 +  * ''%%db.qdb%%''
 +  * ''%%catalogs.mdb%%'' (or it might be just ''%%catalogs%%'')
 +
 +And some folders, such as: 
 +
 +  * ''%%thumbnails_1%%'' 
 +  * ''%%upsshippinglabels%%'' 
 +  * ... and a few others.
 +
 +Here is an example:
 +
 +\\
 +{{ :faq:selection_032.jpg?direct |}}
 +
 +\\
 +<note important>
 +The most important file to have a backup of is ''%%db.qdb%%''.\\
 +This is the file which contains all your customers, orders, and everything else (except your catalogs and items, those are stored seperately)
 +</note>
 +
 +\\
 +**Step 2: Compress (zip) the database files**
 +
 +  * Get everyone to close FastManager
 +
 +<note>
 +While FastManager is //open// , you will see 2 "lock" files in the data folder. You will recognize them by the tiny "lock" emblem on the icon, as well as the fact that they are very very small (only 1kb):
 +\\
 +{{ :maintenance:selection_034.jpg?direct |}}
 +\\
 +These 2 lock files should //disappear// after everyone closes FastManager. \\
 +If they are still there even after you are sure that FastManager is closed everywhere - contact the HelpDesk for assistance.
 +</note>
 +
 +
 +  * Use ''Ctrl'' + ''left-click'' to selectively highlight the 2 database files.
 +
 +  * Select the fies:
 +    * ''%%db.qdb%%'' and 
 +    * ''%%catalogs.mdb%%'' (might be listed as just: ''%%catalogs%%'')
 +
 +  * Now right-click on one of the highlighted items and select:
 +    * ''%%Send to --> Compressed (Zipped) Folder%%''
 +
 +\\
 +{{ ::zip-dbs.jpg?direct |}}
 +
 +\\
 +This will zip the selected files together into one ZIP archive
 +
 +\\
 +Now you should have a new file in that folder called: ''%%db.zip%%'' or, possibly: ''%%catalogs.zip%%''. 
 +  * This ZIP archive is what you will be sending to the HelpDesk.
 +
 +\\
 +{{ ::db.zip.jpg?direct |}}
 +
 +\\
 +
 +----
 +\\
 +If you have any trouble with, or questions about, any of the above steps - please feel free to make use of the 'Live Support' facility on [[https://fastmanager.com|our website]]:
 +  * //(available Monday to Friday, from 9am to 5pm EST)//
 +
 +{{ ::livechat.jpg?direct |}}
 +
 +\\
 +----
 +==== More Thoughts ====
 +
 +  * Make sure that the FastManager Data Folder is *excluded* from real-time scanning in the antivirus software on ALL computers
 +  * Make sure that the FastManager Data Folder is NOT included in any kind of //automated// backup or sync tools
 +    * see also: [[maintenance:backup|How to backup the database]]
 +  * If you continue to experience laginess and slowness in the program, you may want to consider **[[kb:database#moving_the_fastmanager_database|moving the Data Folder to a new host]]**.
 +    * Or upgrading the database backend to [[/system_requirements#sql_backend|SQL Server]] (contact us for more info)
 +
 +\\
 +----
 +
 +<WRAP left centeralign round box 30%>
 +**[[/kb|⇐ Knowledgebase]]**
 +</WRAP>
 +<WRAP right centeralign round box 30%>
 +**[[/support|Getting Support ⇒]]**
 +</WRAP>