Technical Support – Getting Help with the Program

Technical Support – Getting Help with the Program

Introduction (Please Read)

The purpose of this document is to show you how to immediately fix common problems with the program, get priority technical support, training, answers to import questions and solutions for common questions that you may have on the operation of REALHOUND. If you are having a technical problem with Realhound please carefully review the first section of this guide, which will help you fix 90% of all technical problems IMMEDIATELY.
**NOTE: You MUST follow these instructions to get timely Technical Support and answers to both your Training & Import questions.

Make sure you are using the latest version
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Make sure that you are on the current version of the program. If you are sharing a database or are not the Administrator of your database, please make sure you obtain the appropriate authorization before upgrading your program.

If you get an error while downloading or running the upgrade, you can manually upgrade the program.

Step 1 Enter in the following web address into your web browser to begin the download process: http://www.realhoundfiles.com/product/realhound/setupip.exe
Step 2 Save the “setupip.exe” file to a place where you can find it on your hard drive.
Step 3 When the download is complete locate the “setupip.exe” on your hard drive.
Step 4 Double click on the file to begin the installation of REALHOUND. Note- make sure the default location for the installation is the same folder where the program is currently installed.
Step 5 Please restart REALHOUND and check to see if this fixed your problem BEFORE proceeding to the next technique.

REALHOUND’s Tune & Lube Feature

Our innovate Tune & Lube feature automatically runs every time you restart your computer. Please restart your computer to automatically run this feature. It is a good idea to restart your computer at least once each day. Please restart your computer and see if this fixes your problem BEFORE proceeding to the next technique.

Speed-Up and then Tune-up Your Database

Open REALHOUND but do not login to your database. If you are sharing a database, please make sure that everyone is logged out (and stays logged out) of the database before proceeding.

Step 1 On the login screen click the Speed-Up Database button.
Step 2 After the Speed-Up Database process has completed, click the Tune-Up Database button. REALHOUND will alert you when the tune-up process is complete and when it is safe for you to login to your database.
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Step 3 Please login to your program and check to see if this fixed your problem BEFORE proceeding to the next technique.

Repair Installation

The Repair Installation feature reregisters Realhound program components in windows. This will fix various problems including photo and import related troubles.

Step 1 From the Help menu, select Repair Installation.

Step 2 Select “OK” and restart REALHOUND.
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Step 3 Please restart your program and check to see if this fixed your problem BEFORE proceeding to the next technique.

Uninstall and Reinstall REALHOUND

This technique is very effective for handling persistent problems with the program. If you are sharing a database or are not the Administrator of your database, please make sure you obtain the appropriate authorization before performing his operation.

Step 1 Uninstall Realhound from the Windows Control Panel> Add or Remove Programs feature. After you have completely uninstalled REALHOUND, go to the next step.

Step 2 Download and reinstall the most current version of REALHOUND on to your computer. Enter in the following web address into your web browser to begin the download process.
https://www.realhound.com/product/realhound/setupip.exe

Step 3 Save the “setupip.exe” file to a place where you can find it on your hard drive.

Step 4 When the download is complete locate the “setupip.exe” on your hard drive. Double click to on the file to begin the installation of realhound. **Note: make sure the default location for the installation is the same folder where the program is currently installed.

Step 5 Please restart REALHOUND and check to see if this fixed your problem BEFORE contacting the Support Department.

Get Technical Support ( Please Read! )

**NOTE- Training issues, Import questions and “How do I …” type questions are not handled by our support department. Please see the next section for instructions on how to receive answers to your Training and Import questions.

Technical support for Realhound is now initiated through Help menu inside the program. The program will generate a priority message to our support team with vital diagnostic data from your computer. This critical data helps us to determine the cause of any problems that you may be experiencing with the program. Submitting your support requests in this fashion also saves you and our support department valuable time. All support requests are handled in the following order:

Level One – Realhound’s internal support messaging system. Support messages are created from within your Realhound program and are sent directly to our support department with vital diagnostic data automatically attached to the message. Screen shots and other documents can be attached to these messages as well. Level One messages are handled before any other type of support request.

Level Two- General emails. Emails that are sent to support@realhound.com are handled based on importance. All Level Two support requests are initially responded to with the “Technical Support- Getting help with the program” tech-doc. Level Two support requests are handled before

Level Three. The Support Department does not respond to emails that do not have a detailed description of a program issue or emails that say “call me”.

Sending a Message to the Support Department From within the Program.
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If you are having a problem with the program you can request technical support under the Help menu> Support. (Note: If you can NOT login to your program please send us an email to support@realhound.com with a complete description of your problem and a screen shot of any error messages that you may be receiving.)

Many program issues can be solved immediately by searching our Tech-Doc knowledge base or by reviewing the Realhound User Guide.
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If the above techniques have failed to solve your issue you will need to send us a support request from within the program. Fill in your Name, Phone, Email and Company.
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Step 1 Type a brief description of your question or issue. For example: “Error when opening the program”.

Step 2 Next type your issue in DETAIL. Detailed issues will dramatically increase the chances that your issue will be corrected with one email. Don’t forget to tell us when the program last worked correctly, if you added any new programs to your computer, under what circumstances you get the problem and if you made any major changes to your database.

Step 3 Attach any screen shots of your problem to the message by taking a screen shot (“shift” + “print screen” keys) and pressing the “Attach a Screen Shot from the Clipboard”. You can also attach files to your message. When you are done press the “Send” button. Realhound will display a message telling you that your message has been sent.

Get Training and help with your Data Imports

Did you know that REALHOUND currently provides free instructor-led training 5-days a week and has free training videos online? You can sign-up for training on our website, www.REALHOUND.com , or directly from within the program. Because we invest so much time and resources in to our training classes our Support Department does not answer any Training or Import related questions. To access our training resources, select Help> Tech Support.

You can select from the following options highlighted in red…

If you signup for a training class, our instructors will be happy to answer any program related questions that you may have.
Our Support Department does not handle any Data Import issues or questions. All questions of this nature are handled through our FREE live webinar Import class, AKA “Import School”, which is currently held weekly. Please sign-up for class at

https://www.realhound.com/register-for-online-training/ .

Please make sure that you have completed and faxed/emailed the instructor a signed copy of your Import Agreement (which can be found on your (C: ) drive in your REALHOUND folder) before the Import class begins.

Resolution Tree – General Program Error

Introduction (Please Read):

You will do these steps ONLY if you have successfully run the program on your computer in the past. DO NOT skip steps or go out of order. Some steps will refer you to our knowledgebase for more information. Our knowledgebase can be found on our website under support or at the following link: https://www.realhound.com/Pages/FindTechDocs.aspx

Part One – How to Fix Most Problems
1) If your computer is running Microsoft Windows XP, Vista, Server 2003 or Server 2008, go to the next step. If your computer is using any other operating system, please install a compatible operating system before using the program.

2) Download and install Microsoft’s recently release Office 2003 SP3 (this mandatory update is necessary for your program to run properly) before continuing. Please download SP3 from the following link: http://www.realhoundfiles.com/download/office2003sp3.exe . Once this service pack has been installed, please go to the next step. (Please see keyword: “sp3 “ in our support knowledgebase for more information)

3) Restart your computer and then go to the next step.

4) Open Realhound. Does the program open to the login screen? If not, please go to PART TWO below. Otherwise, please go to the next step.

5) On the Login screen, click the Test Internet Access button. If you can connect to the Internet without an error message, go to the next step. If you get an error message or cannot connect to the internet, make sure you have an active Internet connection. If you have an active Internet connection, your antivirus software or firewall could be blocking the program’s access to the Internet. Contact your IT department or system administrator to get assistance with your antivirus and firewall system. When they have been properly configured to allow the program to run, please go to PART TWO below.

6) On the Login screen, click the Test Security Rights button. If you get the message that “Your security rights appear to be correct”, please go to the next step. If you get an error message, you must have “Full Control” of the folder where your database is stored (typically c:/rhserver/realhnd or c:/realhndip or on your company’s server). Contact your IT department or system administrator to get the proper security rights before continuing. When they have been properly configured to allow the program to run. If granting Full Control to the program folder fixes the problem, you may go to the next step. Otherwise, please go to PART TWO below. (Please see keyword: “Administrator “ in our support knowledgebase for more information)

7) On the Login screen, locate your database and click the Speed-Up Database button. After the process completes, go to the next step.

8) On the Login screen click, locate your database and click the Tune-Up Database button. After the process completes, go to the next step.

9) Login to your database (remember, unless you have changed it, the default login is the user name administrator with a blank password). If you CANNOT open your data file and you did not forget your password, please go to PART TWO below. Otherwise, please go to the next step. NOTE: If you forgot your password, please figure it out before going to the next step.

10) From the program’s Help menu, select Repair Installation. The program will close. Please go to the next step.

11) Open the Realhound program. Login to your database (remember, unless you have changed it, the default login is the user name administrator with a blank password). From the Help menu, select Upgrade…. (NOTE: If you are sharing a database or are not the Administrator of your database, please make sure you obtain the appropriate authorization before upgrading your program). Select Run the Upgrade Wizard if you are not on the current version. Does this fix your problem? If it does DO NOT fix the problem, go to the next step. If you get an error while downloading or running the upgrade, go to PART TWO.

12) If you are still having an issue with the program, go to PART TWO below.

Part Two – Reinstall the Program
NOTE: If you are sharing a database or are not the Administrator of your database, please make sure you obtain the appropriate authorization before proceeding with the following procedure.

1) If your computer is running Microsoft Windows XP, Vista, Server 2003 or Server 2008, go to the next step. If your computer is using any other operating system, please install a compatible operating system before using the program.

2) If your computer’s operating system is Microsoft Vista, turn off the UAC and disable the Autotuning feature. Go to the next step. (Please see keyword: “Vista “ in our support knowledgebase for more information)

3) You must have administrative rights to your computer to run the program for the first time, register your license and, in many cases, upgrade your program. Contact your IT department or system administrator to get the proper security rights before continuing. (Please see keyword: “administrator “ in our support knowledgebase for more information)

4) Turn off your computer’s antivirus software

5) Uninstall the program from the Windows Control Panel> Add or Remove Programs feature. After you have completely uninstalled the program, go to the next step.

6) If you are on a networked version of the program (the program is installed on your office’s server), go to PART THREE below (Yes, it is OK to ask your administrator or local IT professional for assistance). Otherwise, go to the next step.

7) Enter in the following web address into your web browser to begin the download process.
http://www.realhoundfiles.com/product/realhound/setupip.exe

8) SAVE (do not choose run) the “setupip.exe” file to a place where you can find it on your hard drive. When the download is complete locate the “setupip.exe” on your hard drive.

9) Double click on the file to begin the installation of REALHOUND. Note: Make sure the default location for the installation is the same folder where the program is currently installed (typically c:/rhserver/realhnd or c:/realhndip)

10) Open Realhound. On the Login screen, locate your database and click the Speed-Up Database button. After the process completes, go to the next step.

11) On the Login screen, locate your database and click the Tune-Up Database button. After the process completes, login to your database. Your problem should now be resolved.

Part Three – Reinstall the Program from Your Network Server
1) You must have administrative rights to your computer to run the program for the first time, register your license and, in many cases, upgrade your program. Contact your IT department or system administrator to get the proper security rights before continuing. (Please see keyword: “administrator “ in our support knowledgebase for more information)

2) Because you are on a network version, you will create a shortcut on your desktop, pointed toward the rh.exe program executable file on the server (typically, this is located on the mapped drive letter of your server to either /rhserver/realhnd or /realhndip). You MUST have Full Control of the folder where the program is stored on the server. The same is true for the folder where the data file happens to be stored. Contact your IT department for more assistance or refer to our Quick Start Guide.

3) If you have no idea of what we just said in step 2, above. Please contact your system administrator or local IT professional for assistance before going to the next step.

4) Double click the REALHOUND shortcut icon that you just created on your desktop to open the program. On the Login screen, click the Test Security Rights button. If you get the message that “Your security rights appear to be correct”, please go to the next step. If you get an error message, you must have Full Control of the folder where your database is stored. Contact your IT department or system administrator to get the proper security rights before continuing.

5) On the Login screen, locate your database and click the Speed-Up Database button. You will get a message asking you to make sure that everyone is logged out of the database. After the process completes, go to the next step.

6) On the Login screen, locate your database and click the Tune-Up Database button. You will get a message asking you to make sure that everyone is logged out of the database. After the process completes, login to your database. Your problem should now be resolved!

How to Stop SQL Server and Upload a SQL Database

How to Stop SQL Server and Upload a SQL Database

Untitled-1dsa How to Stop SQL Server and Upload a SQL DatabaseIntroduction (Please Read) This document will walk you through the steps needed to stop a SQL database and upload your database when requested. Step 1: First Open the SQL Server Management Studio Untitled-1dfs How to Stop SQL Server and Upload a SQL Database Step 2: When Management studio comes up click on Connect to login to your SQL Server. Untitled-dws1 How to Stop SQL Server and Upload a SQL Database Step 3: Once logged in on the left pane you will notice your SQL Server name with a small Green circle with a Play Arrow inside of it. This is an indication that your SQL Server Services are running. Untitled-1saq How to Stop SQL Server and Upload a SQL Database ****MAKE SURE EVERYONE IS OUT OF THE DATABASE BEFORE YOU START THESE STEPS**** Step 4: Simply right click on the Server Name and select “Stop” Step 5: Once the services are stopped the indicator on the Server name will turn red instead of Green. In the example below I could not really stop the services on a production database as it is being used. Perfect time to again mention everyone must be out of the Realhound Program when these steps are being taken. Untitled-1ds How to Stop SQL Server and Upload a SQL Database Step 6: You must verify the file location of your database and the easy way to do that is straight from the same Management Studio screen. Step 7: Right Click on your database name and select “Properties” Step 8: You will get the Database Properties window. Step 9: Click on “Files” on the left pane and the right pane will show you more properties regarding this area Untitled-1ew How to Stop SQL Server and Upload a SQL Database Step 10: Every database consists of two thing a Data file and Log File we need both so to find out where they reside on the SQL server, look in the Right pane and scroll to the right to show the path locations. Step 11: Now we can clearly see where the path directories of the files are and the names of the files we will need to copy. Step 12: Next navigate to this location on the Server and locate the two files we saw under the Management Studio screen. Step 13: Highlight both files and right click. Select “Send To” and then select “Compressed (Zipped) Folder” Step 14: Once the database and log file are completely zipped copy them from this location to the desktop and use the Realhound Website to post the files up to us. https://www.realhound.com/Pages/ClientAccess.aspx Step 15: Last step you must restart the SQL Service. Step 16: Starting is the same as stopping , Right click on the SQL Server name and select Start. Untitled-1dsds How to Stop SQL Server and Upload a SQL Database Step 17: You can close the SQL Server Management Studio.
How to Capture a Screenshot

How to Capture a Screenshot

Introduction (Please Read) This document will provide you with the steps needed to capture a screenshot. Steps: Step 1 Open the screen you want to take a shot of. Untitled-16 How to Capture a Screenshot Step 2 Press the Print Screen key on your keyboard (note: it can be called “Print Scrn” or “Prt Scr” or any other variation, but it is almost always placed next to the F12 key) Untitled-123 How to Capture a Screenshot Once you press the Print Screen key, the shot of the screen will be made. Now all you need to do is paste the shot in the Word document so you could see it. Step 3 Open Microsoft Word, right click and click on Paste Untitled-1fds How to Capture a Screenshot The created screenshot will be pasted to the Word document. Untitled-1edw How to Capture a Screenshot Creating a screenshot of the top form Sometimes it is necessary to create a screenshot of the top form and not the remainder of the screen. Untitled-1frwrw How to Capture a Screenshot The procedure is absolutely identical to the one previously discussed except for the ALT key which should be pressed at the same time when pressing the Print Screen. Step 1 In order to create a screenshot of the top form, press ALT and Print Screen at the same time. Untitled-1ty How to Capture a Screenshot Once you press the ALT and Print Screen keys, the shot of the screen will be made. Now all you need to do is paste the shot in a Word document so you could see it. Step 2 Open Microsoft Word, right click and click on Paste The created screenshot of the top form will be pasted to the Word document.
How to run the Diagnostic Trace for Support

How to run the Diagnostic Trace for Support

Introduction (Please Read) This document will help you to run the built in Diagnostic Trace, the Diagnostic Trace is support tool that allows us to see what line of code is being run in your software and which line is not responding correctly. The Trace files help our Development Team narrow down what part of the coding in the program are causing the issues and this helps them with a resolution. This document explains how to run the Diagnostic Trace file in Realhound. Step 1: Once Realhound opens to the login screen, press Ctrl & 2 on your keyboard at the same time. This will start the Diagnostic Trace. Untitled-15 How to run the Diagnostic Trace for Support The following screen will be displayed. Untitled-1121 How to run the Diagnostic Trace for Support Step 2: Click on “OK” and then login. You will need to replicate the issue you received before by going through the same steps that first gave you the error or hang up in the software you have seen before. Once you have gotten the errors and closed the warning boxes. Wait about 30 seconds then Press Ctrl & 2 again to turn off the trace. The following screen will be displayed. Untitled-1123 How to run the Diagnostic Trace for Support Click on “Yes” if you want to view the trace file or click on “No” to not view the trace file and close the Diagnostic Trace. Step 3: If your issue is that the program freezes, then you will need to use your Task Manager to close down Realhound. You will not get the option to stop the trace before this because your program freezes. However once you restart Realhound you will be prompted with this message. Click “Yes” to turn off the trace Untitled-143 How to run the Diagnostic Trace for Support Step 4: You will need to email us the trace files stored in your C:\rhtemp\ folder. There may be more than one send all of the files named, “Trace date&time.txt”. Send these text files as a standard attachment in an email or response to Support@realhound.com Untitled-154 How to run the Diagnostic Trace for Support
Performance Benchmarks Test

Performance Benchmarks Test

Introduction (Please Read): This document will teach you how to use REALHOUND’s internal Performance Benchmarks Test. This test is designed to find problem areas of interaction between the program, your hardware and your network in comparison to other REALHOUND users. If any problem areas are detected you can then work to resolve those specific issues. Steps: Step 1: Login to your database. Under the Help menu select About REALHOUND… to bring up the Now Serving… screen. Step 2: Click the Test button to begin the benchmarks. Step 3: The program will run the benchmarks test for 30 seconds. Afterwards the results of the test will be shown. An Overall score between 40-60 is average. The lower numbers mean better performance. Your network speed, server speed, available server resources, program installation methodology, local computer speed and available memory will all impact your results. 9-5 Performance Benchmarks Test
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