If Something Goes Wrong – Providing us with Diagnostic Info

If your copy of CCRQInvoice or CCRQBOM runs into a problem it can’t resolve, you will get an error window that displays a message describing the error. To be able to quickly diagnose the problem our technical support staff needs detailed information on the problem – here are some tips on how to best get that to us.

If an error window like this appears, people often send us a screen shot or a written description of the error. Unfortunately, that doesn’t always provide us with what we need. The error window contains some detailed technical information, but it might not all be shown in a screen shot.

A complete copy of the error message, along with all of the technical details, is saved as a PDF file named Error.PDF. This is usually stored in a Computer Consulting Resources folder found in your My Documents folder. Rather than send a screen shot, please locate that PDF file and send that as an attachment to us at support@ccrsoftware.com.

Note that in some versions of our software this window may have a different appearance, but the basic information is still there.

Greater Technical Detail

In some cases we may need even more technical detail than what is provided in the Error.PDF file. We may ask you to enable a tech support feature and send us additional files. To do this:

1. Start the CCRSoftware product.
2. Select the Help menu.
3. Select the Tech Support option.
4. Change the Logging option to Verbose (in some cases you may be asked to select a different option here).
   
5. Select Clear Log to clear out older information (in some cases you may be asked to skip this step).
6. Run the function that has been causing problems. If you have an option to select data, please select the smallest amount of data possible that will generate the error. If you select a large amount of data to process the log becomes very difficult to analyze.
7. As soon as the error displays, select the Save Support Files option from this same menu.
   
8. This will save a number of files to the folder that is displayed on the screen. There will be at least three files, possibly more. Attach ALL of these files to an email message and send them to support@ccrsoftware.com.

It is also helpful if you can tell us what operating system you are using and what version/edition/release/nationality of QuickBooks you are using.

Thanks!

Category: General Tips