Troubleshooting

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Simple Accounting is designed to be reliable under almost all conditions, so if something unexpected comes up, don't panic: there is usually a simple explanation. Below are listed the solutions to the most common problems you may encounter. The majority of customer problems you are likely to encounter are described in this manual; so, your first course of action should always be to look here first. And the first place to start in this documentation is the Troubleshooting section immediately following. This is where we have summarized the most commonly encountered problems, their solutions, and related locations in the text where further details can be found.

However, if you do need our help, please be sure to have the following information ready before you e-mail fax or call:

The module name and version. This can be accessed by selecting HELP|About from the Main Menu.

Make and model number of your computer, printer, monitor, and the amount of electronic memory.

Your version of Windows. This can be right clicking on the My Computer icon and selecting Properties from the drop-down menu.

If this is a run-time error you should also have ready the following:

Where you encountered a problem in the program.
The printout of the error.

If you encounter a Run-Time error, you can print out an error report by selecting Print from the Run-Time Errors dialog box. Please fax this report to us immediately.

By the way, all confirmed software flaws discovered within any Simple Accounting product are repaired, free of charge.

PROBLEMS STARTING THE PROGRAM

Q/A	*The program displays the following message at Start-Up, then shuts down:* *Warning. Insufficient Disk Space To Run This Program* Simple Accounting checks for at least 1 MEG of free disk space before starting. The program doesn't actually require that much free disk space to begin; this safety feature is included in order to avoid any possibility of running out of space while processing transactions. To correct the problem, erase old files from your hard disk to free up more space. Do not delete any files from your Simple Accounting directory.

Q/A	The program displays the following message at Start-Up, then shuts down: "Share Violation Reading Drive..." using the program on a network. This problem can have two causes. This first results if you have not properly loaded the DOS utility SHARE.EXE on your file server. SHARE is used by Simple Accounting to manage access to shared files between users. Make sure that it is loaded according to the directions supplied with your network operating system documentation. The second cause would be that more than one user is attempting to run the evaluation version of the program from the file server computer. This will not work and can result in irreparable damage to your data files.

Q/A	The program indicates that I need to update my data files for a new program version, but when I proceed to do so the Prompt Line displays the following message, then exits: Insufficient Disk Space For File Update. Program Cannot Continue... When updating your data files, Simple Accounting saves the original data to backup files. If the program determines that there is insufficient disk space available for this backup it will not continue with the update. You must free up disk space by deleting unneeded files.

Q/A	The program indicates that I need to update my data files for a new program version, but when I proceed to do so a dialog box displays the message: Error In Data Dictionary Code (47). Program Cannot Continue... Your Data Dictionary is corrupted. Re-install the program, without installing the demonstration data, to correct the problem.

Q/A	When I start Simple Accounting I immediately see a dialog box which says that my data path is invalid and I need to edit the SIMPLE.INI file on this workstation. You have entered an invalid path to data in the user’s SIMPLE.INI file. Each user of Simple Accounting may have their own personal SIMPLE.INI file located in the Windows directory. This file stores the location of common settings. One of these is the path to your data files. If you enter an invalid path here, Simple Accounting cannot open locate your data files and will shut down. See the section Alternate Workstation Installation For Slower Networks in Networking for instructions on how to correct the problem.

Q/A	While running Simple Accounting I receive the following error message in a dialog box which shuts down the program: "Internal Error: WSLDIAL - 02" This can occur if you are using an outdated Simple Accounting DLL. DLLs contain program code which supports the main software. Each DLL version must match the main EXE version in order for Simple Accounting to function properly. Download the latest DLLs from our web site to your Simple Accounting directory to correct.

Q/A	While running Simple Accounting I receive the following error message in a dialog box which shuts down the program: "Unknown Error Posted: 755:WSLSTG" This error is posted when the system detects a shortage of memory (system resources). To remedy this situation, increase the size of your permanent swap file to allow for more memory usage. (See the section on Suggested Precautions While Using Windows for more information on this topic.)

DATA ENTRY

Q/A	*I can't move from the current data entry field on to the next one by pressing <Tab>* Many data entry fields require that you enter a certain value before you can exit that field. For example, you can't enter a invalid date such as 13/32/91 in a date field. Others require that you enter something, that is, you can enter anything you want, but you may not leave the field blank. Press <F1> on the field to get help on what are valid entries for the field with which you are having a problem, or consult your manual.

Q/A	I can't seem to save any records. Whenever I press [Ok] the cursor moves to a date entry control in the window. Most data entry windows have one or more controls which are required. This means that the record cannot be saved until something is entered into each required control. You will not be able to save a record until all such fields are completed in the window.

Q/A	*I entered the wrong number in a numeric field and now I can't seem to correct it.* Press <Home> to move to the far left of the field, and re-type the proper value. For whole numbers, you may simply type the number, with only the decimal point. The trailing zeroes will automatically be included by the program.

Q/A	*I need to enter 20,000 in a Quantity field, but the field will only accept numbers up to 9999.999.* Since you will most often be costing and pricing on a per thousand basis, enter the value the same way and enter 'M' in the U/M. So if you need to order 20,000 labels, enter 20.000 in the Quantity field and M in the U/M field.

Q/A	*I entered the wrong code in a character field, how do I blank out the field?* Press Ctrl/Y to blank out the entire field, or Ctrl/T to delete only the characters to the immediate right of the cursor.

Q/A	*I can't seem to enter a valid password at various points in the program.* Passwords are case-sensitive. If part of your password is in lower-case letters, check to see if you have the <CapsLock> key active.

Q/A	*After deleting the items from a transaction, the transaction seems to disappear.* All Simple Accounting transactions are automatically deleted as a whole when there are no more line items. That is why we recommend care in deleting all line items until you are certain that the transaction is unneeded.

ERRONEOUS DATA

Q/A	*I can't seem to locate data which I am certain that I entered into the system correctly.* The index files, which keep your data properly sorted, is corrupted. If this is the case, your data is not damaged. Run the Re-Index utility to correct the problem.

	*Browse windows do not display data in the proper order on screen or on a report.* An index file is probably corrupt. Running the Re-Index utility should solve the problem.

Q/A	*Certain browse windows display no records.* There are two possibilities. First, there are no records in the data file from which this browse box gets its data. You'll need to add records to this data file before continuing. Second, the index file for the data file is corrupt, making the system think there are no records. In this case, run the Re-Index utility to correct the problem.

Q/A	*When I view data from a browse box, or editing window, I get all kinds of foreign characters on the screen.* Ouch! Your data has been damaged due to a problem with your hard drive or another program. You can try running ScanDisk or another file recovery utility and see if this helps, but realistically, your best option is to restore data from your last backup. You have a backup, don’t you? Well... don’t you?

Q/A	*Our workstations lock up frequently at certain points when more than one user is trying to do the same thing..* You probably have a networking problem, most likely on the workstations---not on your server. If you are using Windows 95: Then you need to look at Microsoft's Knowledge Base Articles detailing some known bugs in Microsoft Networking and their patches which fix them. Check out http://support.microsoft.com/support/kb/articles/Q152/1/86.asp. Note: The above does not apply to Windows98 which already includes this fix! If you are using Windows NT Server: Then you need to look at Microsoft's Knowledge Base Articles detailing some known issues regarding Opportunistic Record Locking and their solutions. Check out http://support.microsoft.com/support/kb/articles/Q129/2/02.asp The updated file to correct this problem on Windows95 is VRDUPD.EXE which you can download nowby clicking here. If you are using Novell Netware: Then you should probably be using the BTrieve version of Client32, available from your Novell provider. *In either of these cases, this is not* a flaw in Simple Accounting*, but rather in the operating system itself which affects all* multi-user programs you may have. Also, in either case, you should not proceed without the help of your qualified networking professional who can properly applies each of these fixes.

PRINTING

Q/A	*Reports print in the wrong typeface, or with strange characters on each page.* Check to see that you have selected the correct printer driver installed in the Windows Control Panel.

Q/A	Reports print unnecessary blank pages. Check to see that you have selected the correct printer driver in the Windows Control Panel. Also, check that there is not already some left over garbage in your printer’s internal buffer.

Q/A	I have accidentally started printing a long report, but need to end it immediately. Cancel the print job in Simple Accounting, then go to the Windows Control Panel, select Printers. You should see the job in the Print Manager. Select ‘Purge’ to end the job. If the printer continues to print, clear its internal print buffer by turning it off, then back on, according to the manufacturer's instructions.
Q/A	The program will not allow me to select a printer for printing. Simple Accounting automatically checks the status of the selected printer port before allowing you to print. If a problem is indicated when selecting a printer port, check to see that the printer is turned on, is on-line and that the printer cable is securely attached at both the computer, and printer, ends. If you are using this program on a network, check that you are properly logged in, and linked to the server's printer. If these steps don't solve the problem, there may be a hardware problem.

Q/A	My report did not print the records in the expected order. If the report allowed you to select the order of display from the Sort Window, check the heading of the report to see if you didn't select the wrong Sort Order, by mistake. If this report does not allow you to select the Sort Order, an index file is probably corrupt. Running the Re-Index utility should solve the problem.

Q/A	Documents and reports are not printing with the correct date or time. Check the current date and time in the Calendar. If the Calendar does not indicate either the correct date or time, go to the Windows Control Panel to reset the system date and time. Note: Simple Accounting uses your computer's internal clock to set the proper date and time. If your system displays these incorrectly each time you power up, you may need to alter the date and time with your computer's internal set up program, or replace your computer's system battery. Please consult your computer's manual on how to do this.

Q/A	Bar Codes are not printing or regular characters print where a bar code should be on a label or envelope. Check to see that you have installed the USPS PostNet and Code 3 of 9 bar code fonts included with Simple Accounting. These must be installed using the Windows Font Installation utility. See Installing Bar Code Fonts for instructions on how to do this.

Q/A	I can print preview a job, but when I send the report to the printer, my printer lights blink, but nothing prints. Sometimes I get an error message: "Error Writing to Device: LPT1" Can you print from other applications? If the answer is 'No', you need to press [Start], then [Settings], then [Printers], then right click on the printer and make certain it is set to the proper printer port (press the [Port] button). If you can print from other programs, you may have a buggy Windows Printer Driver. This is extremely common, especially with newer model Hewlett Packard printers in the Laser Jet 5 and 6 series. Try getting an updated printer driver from HP, or, install the printer driver for the Laser Jet IV, which is known to work correctly. Unless you are using the most advanced features of the printer (very few users are!) you will notice no difference in functionality
	.
Q/A	I cannot print invoices in Tagged mode, howerver I can print other forms from the Sales Orders browse and I can print one invoice at a time. The customer(s) you are trying to print invoices for a set up for Summary Billing. You can only print invoices one at a time for Summary Billing customers.

MISCELLANEOUS

Q/A When I send faxes from WinFAX, they appear to send but get stuck in the WinFAX OutBox.
You will need to run the utility DelFix which is included with WinFAX. Here's how:

1. Click Start, point to Find and choose Files or Folders. The Find dialog box appears.
2. Choose the drive on which you installed WinFax from the Look In drop-down list.
3. In the Named field, type...

REBUILD.BAT

...then click [Find Now]. Windows will find and display all files matching your search criteria in the lower half of the Find dialog box.

4. Double click REBUILD.BAT to run it. A dialog box appears, prompting you to select a database to rebuild.
5. Locate your \WinFax\DATA directory and select the default.

Q/A The Dialer will not dial my phone numbers.
First, check that you have selected the proper communications port for the Auto-Dialer in SETUP|User Options. If that is properly set, go to the Windows Control Panel Device Manager and check the status of your modem; the problem is most likely in your Windows set up, or with your hardware.

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Q/A	*When I send faxes from WinFAX, they appear to send but get stuck in the WinFAX OutBox.* You will need to run the utility DelFix which is included with WinFAX. Here's how: 1. Click Start, point to Find and choose Files or Folders. The Find dialog box appears. 2. Choose the drive on which you installed WinFax from the Look In drop-down list. 3. In the Named field, type... REBUILD.BAT ...then click [Find Now]. Windows will find and display all files matching your search criteria in the lower half of the Find dialog box. 4. Double click REBUILD.BAT to run it. A dialog box appears, prompting you to select a database to rebuild. 5. Locate your \WinFax\DATA directory and select the default.

Q/A	*The Dialer will not dial my phone numbers.* First, check that you have selected the proper communications port for the Auto-Dialer in SETUP\|User Options. If that is properly set, go to the Windows Control Panel Device Manager and check the status of your modem; the problem is most likely in your Windows set up, or with your hardware.