Troubleshooting

If you are having a problem, these general steps can identify and possibly fix problems with setup and configuration.

General Computer Maintenance

link

This can't hurt and it might help. The last step, rebooting, is critical to troubleshooting.


Stuff to Check

  1. Database location - Each installation should be accessing the same exact Database. If you are using drive letters, please confirm that the drive letters are mapped to the same shared folder.

  2. File Permissions - The Windows user that is logged into the workstation needs full access (read, write, etc) to the database file and folder in which it resides. Giving explicit access to the actually users can circumvent any possible problem with file permissions. You can test this by renaming the .hdf database file temporarily and by creating a text file in the database folder.

  3. Sometimes anti-virus and security software can interfere. Try disabling all security software temporarily and see if that helps.

  4. Installation version - Each installation accessing the same database should be running the same version of the software.

  5. Backup folder configuration - The backup configuration is configured separately on each installation. Either turn off the backup or verify that the location of the backup is valid, i.e plenty of space and appropriate file permissions.

  6. Test network performance

  7. Log file

  8. Verify dates and times on all computers involved are correct. Less than 2 minutes difference isn't relevant.

  9. Mini-dump - If the program crashes, it attempts to create a dump file in the folder c:\HicProMiniDump. This file can then potentially be analyzed by the developer at Holladay Software to determine what is the problem. If that file can't be created and the program attempts to create a dump file, you could get an error message stating that the dump file couldn't be created. Obviously for the file to be created, the appropriate file permissions are required.

Things to do

  1. Update all to latest version

  2. Either fully Disable security and anti-virus software or simply add an exception for the "C:\Program Files (x86)\Holladay" folder

  3. Reinstall: If user Bob is using the program then it's helpful to be logged in as Bob when you install it. If user Bob and user Suzy on the same computer want to use it, then it may help install it twice (but unlocked only once). Since this is not typically the way Windows software works then a simple re-installation might help in case this rule wasn't followed.

  4. Do Database Repair : MAIN MENU -> DATABASE -> REPAIR

  5. Do a Deep Database Repair. Support menu at top of program -> Deep Database Repair

  6. Try running a previous version.


If the problem persists…

At this point, it's likely there is a nontrivial problem like a bug in the program or serious hardware issue. Here are some possible next steps.

  1. Email the log file to support@hicsoap.com

  2. Email the database file and Mini-dump file (if it exists) to support@hicsoap.com to evaluate.

  3. Arrange for support to connect remotely to have a look at your installation.

  4. Try the configuration with a blank/empty database and see if the problem still exists.

  5. Restore from a previous database. MAIN MENU -> DATABASE -> RESTORE.

There are instructions for dealing with specific problems.

See the menu for those pages.