Information is the key to resolving issues

As you know, we are here to help you with any questions or issues that you encounter with your computer system.  In order to make the most efficient use of your support dollar, you should gather and record as many details as you can before contacting us.  For example, does the issue arise when there are two different stations using the software?  Does it occur apparently randomly, or is it consistent?  Are there any error messages generated?  The more details that you can gather ahead of time, to pass on to us, the more efficient we can be in addressing your issue. 

Some issues are truly random events, particularly if the underlying cause is a problem in the hardware.  However, the vast majority are consistent, if the same criteria is used.  They may not show up, if anything different is done, however. Remember that your system is multi-user.  Resources are shared, so the overall pattern of use is important to isolate conflicts.

Among the helpful information for us to know, is the following:

  • The sequence of events that lead up to the error:  At times, an issue only arises when a particular sequence of steps is taken.  Report-A may fail, only if it is run immediately after Posting-Q, for example.
  • The options that were selected:  When running a program or report, it is very common that an issue will arise only with a give option, or set of options.  If we are trying to test, and are using a different set of options than you, then we may not encounter the issue.
  • Any error messages or codes that were generated:  A message such as "k-trap: 0x0000000E" may not seem like it is means anything, but it may be very valuable in determining what is causing the issue.
  • Any other information that you have, that may be related to the issue.


Writing down information such as this can be very useful.  We suggest keeping a log at every workstation, and log any errors, or issues, that arise.  If there are error messages on the screen (or the options selected), you can copy the screen by pressing (hold down the "Ctrl" key, and hit the "PrtScr" key).  This makes a copy of the screen. This can be pasted into an email message, by selecting "Edit", and then "Paste" (or doing Ctrl+P ), when you are in the body of the email.  By sending that email to us at, we will be able to look at the same thing that you are seeing.

Sometimes it is surprising what piece of information can be the key to isolating, and addressing, and issue.  There are many times when seemingly unimportant information leads to finding the underlying cause, and ultimate resolution, of an issue.  After all, that is what we want to do for you:  Resolve any issues that you have, so your system, and company, operate at peak efficiency.


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