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troubleshooting [2021/06/07 13:22] – [Test/repair the databases] erroll | troubleshooting [2021/06/18 09:06] (current) – [Logo disappearing] erroll | ||
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+ | ====== Troubleshooting ====== | ||
+ | \\ | ||
+ | <note tip>For Quickbooks Integrator troubleshooting, | ||
+ | |||
+ | ==== Common Problems ==== | ||
+ | |||
+ | The most common problems with FastManager can usually be resolved by following the steps outlined here: | ||
+ | |||
+ | [[/ | ||
+ | |||
+ | |||
+ | |||
+ | ---- | ||
+ | ==== Error Message: " | ||
+ | |||
+ | " | ||
+ | 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" ==== | ||
+ | |||
+ | '' | ||
+ | - 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, | ||
+ | |||
+ | '' | ||
+ | |||
+ | * 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, | ||
+ | * 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, | ||
+ | * UNcheck the box: '' | ||
+ | |||
+ | 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' | ||
+ | |||
+ | Remember to also go to 'Edit -> Customers' | ||
+ | |||
+ | \\ | ||
+ | ---- | ||
+ | ==== 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, | ||
+ | |||
+ | <note important> | ||
+ | |||
+ | \\ | ||
+ | ---- | ||
+ | ===== Clear FastManager' | ||
+ | \\ | ||
+ | With the steps below we will reset FastManager' | ||
+ | This is often the solution to various minor glitches and other obscure issues that can crop up in certain systems or environments. | ||
+ | |||
+ | < | ||
+ | NOTE: \\ | ||
+ | This will also reset all your internal preferences, | ||
+ | \\ | ||
+ | \\ | ||
+ | This will **not** affect your company database (Customers, Orders, etc..), but it will make FastManager " | ||
+ | </ | ||
+ | |||
+ | \\ | ||
+ | First of all, check the lower-left corner of the FastManager program window for the " | ||
+ | |||
+ | \\ | ||
+ | {{ :: | ||
+ | |||
+ | \\ | ||
+ | Make a note of that path, you will need it later. | ||
+ | |||
+ | <note important> | ||
+ | |||
+ | 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%> | ||
+ | '' | ||
+ | </ | ||
+ | |||
+ | \\ | ||
+ | * This will open Windows File Explorer to FastManager' | ||
+ | * Delete everything in that folder | ||
+ | |||
+ | \\ | ||
+ | {{ :: | ||
+ | |||
+ | \\ | ||
+ | Finally, [[/ | ||
+ | |||
+ | |||
+ | ---- | ||
+ | ===== Clean Reinstall ===== | ||
+ | |||
+ | < | ||
+ | When doing a Clean Reinstall, it is important to also clear the cache (see above) | ||
+ | </ | ||
+ | |||
+ | \\ | ||
+ | Go to '' | ||
+ | |||
+ | First - ;ocate '' | ||
+ | |||
+ | Next, locate '' | ||
+ | |||
+ | \\ | ||
+ | {{ :: | ||
+ | {{ :: | ||
+ | {{ :: | ||
+ | |||
+ | \\ | ||
+ | Now go to the [[https:// | ||
+ | |||
+ | < | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | \\ | ||
+ | Once the setup program has downloaded, locate it in your //' | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | \\ | ||
+ | ---- | ||
+ | ===== Update FastManager ===== | ||
+ | < | ||
+ | |||
+ | <note important> | ||
+ | You must first have the actual program installed (see above) //before// you can install the update | ||
+ | </ | ||
+ | |||
+ | The process for updating FastManager is simply a matter of downloading the update from [[https:// | ||
+ | |||
+ | * Go to [[https:// | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | * Then click on the link to be taken to the downloads page | ||
+ | * From there you can download the latest update | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | * Locate the file '' | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | * double-click the file to start the install process | ||
+ | * accept all the defaults | ||
+ | * reboot if prompted | ||
+ | |||
+ | <note important> | ||
+ | |||
+ | ---- | ||
+ | ===== Test/repair the databases ===== | ||
+ | < | ||
+ | |||
+ | |||
+ | === 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:// | ||
+ | \\ | ||
+ | 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 // | ||
+ | **Any changes that are made in the meantime will be LOST when the repaired databases are returned.** | ||
+ | </ | ||
+ | |||
+ | \\ | ||
+ | **Step 1: locate your " | ||
+ | |||
+ | 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 " | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | \\ | ||
+ | Using Windows File Explorer locate that folder. In it you will find the following files: | ||
+ | |||
+ | * '' | ||
+ | * '' | ||
+ | |||
+ | And some folders, such as: | ||
+ | |||
+ | * '' | ||
+ | * '' | ||
+ | * ... and a few others. | ||
+ | |||
+ | Here is an example: | ||
+ | |||
+ | \\ | ||
+ | {{ : | ||
+ | |||
+ | \\ | ||
+ | <note important> | ||
+ | The most important file to have a backup of is '' | ||
+ | This is the file which contains all your customers, orders, and everything else (except your catalogs and items, those are stored seperately) | ||
+ | </ | ||
+ | |||
+ | \\ | ||
+ | **Step 2: Compress (zip) the database files** | ||
+ | |||
+ | * Get everyone to close FastManager | ||
+ | |||
+ | < | ||
+ | While FastManager is //open// , you will see 2 " | ||
+ | \\ | ||
+ | {{ : | ||
+ | \\ | ||
+ | These 2 lock files should // | ||
+ | If they are still there even after you are sure that FastManager is closed everywhere - contact the HelpDesk for assistance. | ||
+ | </ | ||
+ | |||
+ | |||
+ | * Use '' | ||
+ | |||
+ | * Select the fies: | ||
+ | * '' | ||
+ | * '' | ||
+ | |||
+ | * Now right-click on one of the highlighted items and select: | ||
+ | * '' | ||
+ | |||
+ | \\ | ||
+ | {{ :: | ||
+ | |||
+ | \\ | ||
+ | This will zip the selected files together into one ZIP archive | ||
+ | |||
+ | \\ | ||
+ | Now you should have a new file in that folder called: '' | ||
+ | * This ZIP archive is what you will be sending to the HelpDesk. | ||
+ | |||
+ | \\ | ||
+ | {{ :: | ||
+ | |||
+ | \\ | ||
+ | |||
+ | ---- | ||
+ | \\ | ||
+ | If you have any trouble with, or questions about, any of the above steps - please feel free to make use of the 'Live Support' | ||
+ | * // | ||
+ | |||
+ | {{ :: | ||
+ | |||
+ | \\ | ||
+ | ---- | ||
+ | ==== 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 // | ||
+ | * see also: [[maintenance: | ||
+ | * If you continue to experience laginess and slowness in the program, you may want to consider **[[kb: | ||
+ | * Or upgrading the database backend to [[/ | ||
+ | |||
+ | \\ | ||
+ | ---- | ||
+ | |||
+ | <WRAP left centeralign round box 30%> | ||
+ | **[[/kb|⇐ Knowledgebase]]** | ||
+ | </ | ||
+ | <WRAP right centeralign round box 30%> | ||
+ | **[[/ | ||
+ | </ | ||