If you receive an error message while working in the program, basic troubleshooting helps you identify the underlying cause. Begin by following these steps:

  1. Record the exact error message and the steps you took before receiving it.
  2. Enter the exact error message in Knowledgebase (i.e., "Error: [exact error message]"). Because some error messages are similar, please check each solution carefully.  Even if the message may appear to be the same, the environment or cause may differ.
  3. Exit and Sign Out of the software. Log in and repeat the same steps.
  4. Reboot your workstation, log in to the software and repeat the same steps. Errors can result from a lack of system resources, which rebooting can restore.
  5. Log into the same workstation as a different user (preferably using the Supervisor password) and repeat the same steps to determine whether the problem is unique to your user name. If you are not able to duplicate the issue with another user name, add a new user with the same security rights and continue working with the new user. If you choose to delete the old user name, first review the solution what to consider before deleting a user name.
  6. Log in using the user name which experienced the error message on a different workstation and repeat the same steps to determine whether the problem is unique to one machine. If you are not able to duplicate the issue on another workstation, run an update/repair on the workstation.
  7. Log in at the server, which doubles as a workstation, and repeat the same steps to determine whether the problem is related to how the program deployed to the machines on your network. If you are not able to duplicate the issue on the server, update/repair the deploy kit.
  8. Log in to the Sample Database at the server to determine whether the problem is related to your database.