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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.

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