How To Isolate Your Problem Area
This document contains very important steps that you should
take whenever you are experiencing problems with Collect!
These steps should be taken before you call Collect! Technical
Services. Many problems are not what they appear to be.
Because of this, certain preliminary steps must be taken to
try to resolve problems that you encounter. If your problem
still persists after you have tried the basic solutions,
please address the issue to Collect! Technical Services.
Please note the results you get when you troubleshoot
as indicated below. We will ask for these results when you
phone Collect! Technical Services. These preliminary tests are necessary.
We may refer you back to this document to troubleshoot.
1. Restart Your Computer
Most problems are easily corrected.
1. Exit from all programs and turn off your
computer.
2. Restart the computer.
3. Try doing what you did before.
If the particular problem you encountered is fixed, then the
problem was an anomaly in your system. You should check
your computer configuration if erratic behavior continues.
2. Run Maintenance
Run a maintenance on your database to make sure there are
no errors.
If a hardware problem is corrupting your database,
it will continue to do so even after you repair the damage by
running maintenance. However, this is an essential first step.
Before ANY other solution is considered, you must run
maintenance.
3. Be Prepared When You Call Collect! Technical Services
When you call, you should be at your computer with
Collect! running and the help documentation at hand.
We may ask you to bring up a particular screen or perform
certain steps in Collect! so please ask for help only when
you are able to follow along in the actual Collect! program.
Be prepared to give the following information:
1. The version and build of your Collect! application.
What version of Collect! are you running? Please pull down
the Help menu at the top right of the Collect! screen and
choose About. You will see the Version
and Build that you are running displayed at the top of the
box About Collect!
2. The path to the instance of Collect! that you are currently
running. This is also in the Help menu, About option. When
the information about Collect! is displayed, look at the bottom
of the dialog for "exe path:" and "db path:".
3. The type of computer you are using, including network
system.
4. The operating environment that you are using.
5. The exact wording of any messages that appeared on
your screen. Find these in the Application Log. This may
be accessed through the System menu. Choose Diagnostics,
Application Log. Many choices exist for filtering the log
to only show the messages you need to review.
6. A description of what happened and what you were
doing when the problem occurred.
7. How you tried to solve the problem.
Summary
Although these steps may seem tedious and frustrating
when you are experiencing difficulties, they are truly the
only way to get to the bottom of the problem. In the long
run, this saves you and Comtech a great deal of time and
effort. The practice of troubleshooting your problems also
helps you to become more effective in maintaining the
integrity of your database and, hence, your business
operations.
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