Trouble Shooting Problems & Error Messages

In many ways, AnyOrder is similar to a ballet production. From the audience's view, everything seems run smoothly, almost without effort. But behind the scenes is an exceedingly complex choreography responsible for juggling hundreds of processes, many occurring at the same time. AnyOrder belongs to a category of software known as relational databases. At times, over 20 different database files are open. Each of the database files may contain hundreds or thousands of records. To protect this data, AnyOrder has many built-in safe guards. But all of this--complex choreography, open databases, and the overhead required by safeguarding databases--places considerable demands on your system.

Because of their nature, database programs tend to be more sensitive to the computing environment, and errors can occur more frequently than other types of programs. We've spent a considerable amount of time trying to make error messages understandable. In most cases, it's just a matter of following the instructions. In some cases, however, internal errors may be triggered. Internal errors have only sparse information since the exact cause of the error is uncertain. At times, as described in more detail below, you may find that you need to exit the program before getting back on track.

The information which follows has been prepared to provide assistance when you encounter errors or when things aren't working the way they should.

The program uses quite a number of database files to store information that has been entered on the Main Invoice Screen and in other parts of the program. For a list of the files and more information on each, see Files Used by the Program. The file format used by this program has been time-tested over the years and is very stable. Under normal working conditions, you shouldn't have any problems.

However, if a file damaging event occurs (such as a power outage, power spike, a defective disk drive or by turning off the computer when the program is on), the files can be damaged. Indications of damaged files are the following: odd characters and gibberish appearing in the blanks of the Invoice Screen, information that is missing, or information that is not properly lined up in the blanks.

In most cases, the program will detect a data file problem when it first starts up.

A special module (the diagnostics screen) has been built into the program that is automatically activated when file problems are detected. The detection process occurs when the program is first started, and the module will appear if it finds a file problem. It will, then, analyze the problem and lead you through some steps to try to correct it.

Some types of data file problems may prevent the diagnostics program from starting. In that case, you can open the diagnostics screen directly without going through AnyOrder. (If you are on a network system, work on the server machine where the data files are stored.) Click on START at the bottom of the Windows desktop. Then click RUN. Then click on BROWSE. Find AnyOrder's program directory (probably C:\AnyOrder), and click on "Diagnose.exe." Then click on OK to start Diagnose.exe.

$If you are unable to access the diagnostic program built into AnyBook, you can reach it by using Window's RUN dialog box. C:\AnyBook\Diagnose.exe starts it.$

If you are unable to access the diagnostic program built into AnyBook, you can reach it by using Window's RUN dialog box. C:\AnyBook\Diagnose.exe starts it.

If you are using the program on a network, we recommend that you run these procedures on the server. If that's not possible, they can be run from one of the clients, but some procedures are more effective when run on the server.

With file problems, the first procedure to try is "Re-indexing Database Files." Select this menu choice, allow the program to re-index the files. Then exit from the Diagnostics Screen and try starting the program.

If that doesn't correct the problem, go back to the Diagnostics Screen. This time, select "Clean & Compact Files" from the menu. Allow that process to run, exit from the Diagnostics Screen and try starting the program.

Another process you can try is "Rebuild Primary Data Files." It's highly recommended that you back-up the files before running this process. The process will re-build three key data files used by AnyOrder: Sales.dbf (which holds the bulk of the data found on the Main Invoice Screen, Sales.dbt (which holds the notes found on the Main PO Screen), and Orders.dbf (which holds contents of the Item Area on the Main Invoice Screen.) The process begins with fresh, empty copies of each file, and then it runs through each invoice starting with the first and copies each field one by one. In this way, the files are rebuilt from scratch, removing any possible rogue bytes that might be present in the original files. After the files are re-built, the old files are deleted and replaced with the newly built files. The program then re-builds the index files.

In the great majority of cases, one of the above three processes will clear up problems. If not, however, you can try Stage II Cleaning Process. This process, however, may not run on Vista or Windows 7 machines. Try it. If you receive an error, then the process won't be available.

If you have large data files with lots of old invoices, then try moving some of the old invoices to storage. With the Level 7 program, you can use Rover for storage which provides lots of flexibility. (After moving invoices to Rover, you can even move invoices back to your main file if need be.) Whatever method you use for storage, you can still access your invoices. Oftentimes, reducing the number of invoices in your main data file, even just a slight amount, will fix a nagging problem.

If you unable to correct the problem, then you'll want to do a restore. As long as your back-up files are not corrupted, that should be the end of it, and you'll be able to use your program again. (For extra safety, we recommend using alternating back-ups as described here.) You may end up losing some of the work you did when the damaging event occurred, but the remainder of your files should be intact.

Whenever you have errors which may involve data file corruption or you encounter repeating errors that indicate some sort of problem with one or more databases, run through the process explained above.

If that doesn't work, we also one last process that may help in some situations. It's a process which will re-build all of the data files.

There is one caveat. You can only use this process if you've been able to fix things enough to reach the Main Purchase Order Screen. If the Main Purchase Order Screen appears and you still have problems with the program, then you'll want to try the following.

To use this process you must do a new install. Download the installation file from our website. Install the program over your old program. (If you are on a network, whenever you install AnyOrder, you want to make sure that all of the workstations and the server are running the same version of AnyOrder. Also, if you are on a network, run the process described here on the server.)

Instead of starting the program from the icon, you'll start it using a command. In Windows XP, select START and RUN. In Vista and Windows 7, use the "Search" box that appears on the Start menu.

Note if you have AnyOrder installed to a different directory or drive, make the appropriate correction. For example, if you have AnyOrder installed to the F:\AnyOrder directory, you would enter: F:\AnyOrder\AnyOrder.exe /TRB

The extra "/TRB" is called a command line argument. It tells AnyOrder to do a "Total Re-Build." If you use this command, it must be done the first time you start the program with a new installation. When you start AnyOrder in this manner, it will use a series of empty data files that come with AnyOrder, and using those data files as templates, it will re-build your data files. After re-building the files, it will re-index them and the program will start as normal.

AnyOrder uses the printing system which has been set up in Windows. If you're having problems printing, make sure that your printer has been properly installed under Windows. The Windows help system provides information on how to get your printer set up and how to get the proper driver installed.

AnyOrder needs a sufficient amount of memory to operate. At any one time, the program may have 20 or more data files open. Some of the data files, like those that hold invoice and product data, are large files.

Usually, the first sign that a memory problem exists is that characters on the Main Invoice Screen will disappear or become unreadable. The other sign is that menu items such as (FILE, EDIT, GO TO, etc.) on Menu Bar will disappear or become garbled. A "Memory Access Violation" error message may appear. When you see any of these happen, it's probably a memory problem. Oftentimes, exiting the program and re-starting it will solve the problem. If AnyOrder has been on for a period of time, exiting and re-starting helps the program re-set its internal memory banks. If that does not solve the problem, you may need to close some of the other programs that are open to help clear up additional memory.

The other sign of low memory occurs when you are using two or more program modules. For example, when you work in the Royalty module for several hours, either viewing generated reports or doing statements, you may loose the list of generated reports or find that only one name is listed multiple times. That's caused by low memory.

1. Installing more memory in your computer will help, but, of course, we realize that might not always be possible, so the next few steps will help without installing more memory.

2. Make sure, you are only running AnyOrder. Don't run any other programs, like word processors or a browser or email program when using the Royalty area. That will help cut down on memory requirements.

3. When you have the opportunity, exit now and then from the module, i.e. exit from Royalty or the Purchase Order Module. This will help. It re-sets the memory banks and you'll have a fresh set of memory to work with. This might be one of the most effective ways of dealing with it.

4. When you use the Royalty or Purchase Order program there's actually two programs running: the main AnyOrder program and Royalty functions. You can actually run the Royalty or Purchase Order program without running the Main program. This will save memory and perhaps give you some more breathing room. The following instructions use the Royalty Module as an example, but it works with the other modules built into AnyOrder. To run the royalty program, you need to make an icon for your desktop. Here's how to do it:

b. When you do this a dialog box appears. Click on the "Browse" button which allows you to browse through your folders. Find C:\AnyOrder and look for Royalty.exe. Select it.

c. Then click "Next" and it will ask if you want to name it. Name it: Royalty Functions.

d. Then click "Finished." You'll see another AnyOrder icon, but it will be named "Royalty Functions." Double-click on it and Royalty Functions will start. This only starts the royalty program and not the main program, so it really cuts back on memory and will help.

Network Related Problems: Network Locks, File Access Problems, and General Network Behavior

When you are using AnyOrder in a networking environment, there are a number warning messages and behaviors particular to networking systems that you should be aware of. See the section on Networking Suggestions for assistance.

If AnyOrder will not start on the server, it's probably due to something called Data Execution Prevention (DEP). For more information, see: DEP

Additionally, one problem you may come upon occurs when adding AnyOrder to another computer (or a new computer) on a networked system. If, when adding AnyOrder to a new computer, you get data file errors, check to make sure that you are running the same version of AnyOrder on all networked computers.

You can check the version number from the Main Purchase Order Screen by selecting HELP >> ABOUT. You'll see something like Version 14.45. First check the existing computers. If they are running version 14.45, then any new workstations you add should be version 14.45.

If you run different versions of the program on a network, database files will be mismatched, and that causes all sorts of file access problems. If you run into this situation, download the latest version from the AnyOrder website and install it on all computers. Begin with the server computer. After installing to the server, start AnyOrder on the server. If there's been a change of database files, the program will automatically convert the files to the new version. Then install it on each of the workstations. More on re-installing AnyOrder.

If you have the same version running and you are still receiving data file errors upon starting the program, see data file errors.

First, try re-installing the program. If that doesn't do it, try temporarily turning off your virus and adware software. If it runs, you've found the problem.

Another likely cause is something called Data Execution Prevention (DEP). The sign of a DEP problem is that the program can't get started at all. Nothing happens when you try to start the program. This a very common problem with Microsoft Server software and can be fixed easily. For more information: DEP Settings.

Finally, AnyOrder isn't compatible with some non-English regional settings. Usually, the program will just begin to start but a data file access error will occur. To check, click on START >> "Control Panel" >> "Regional & Language Options." Temporarily change your Windows regional setting to an English regional setting. Then try starting AnyOrder. If it starts, then you have a regional setting problem. Try to use a regional setting that works with the program. If that's not possible, contact us. We may be able to customize the program for your use.

If the program has been running fine, and suddenly one day it stops, try re-installing the program. If you don't have the original installation program, you can download another copy from the developer's website at: AnyOrder

AnyOrder also has a separate diagnostic program. The diagnostic program will usually open when file data problems are detected, and it will provide suggestions on how to fix the problem.

If, however, the diagnostic program doesn't start on its own, you can manually open it from the Windows Desktop. Click on START >> RUN. Use the Browse button to find the C:\AnyOrder directory. Select "Diagnose.exe" and click on OK. The diagnostics program will open. Usually, the first thing you should do is to select FILE and CLEAN & COMPACT FILES (see File Problems, above, for screen displays and complete directions)

AnyOrder uses two email systems. The first system (available with Level 3 programs and above) activates an external email program. The email program opens with the customer's name and email address. In order for this to work, you must have a email client such as Outlook or Thunderbird. AnyOrder can't activate a web-based email program such as Hotmail or Gmail. Throughout the program, you'll find buttons that you can click to activate your external email program. They look like:

In order to use these buttons, you must have a browser and email program installed on your system. If you do, and if you are still having problems, the cause is most likely related to the Windows registration system. Instructions on how to register your email or browser program as the Windows default can found under Email and Websites.

The second email system is an internal email system which is available with the Level 7 program. The advantage of using the internal system is that it will automatically attach invoices, billing statements or royalty reports. If you are having problems with Internal email, it will be related to email settings. More information on email setting are found here: Email Set-up Page

AnyOrder includes two phone dialers which can be utilized to make calls to your customers. In order to use the phone dialers, you need to have a voice modem installed in your computer. If you have a phone modem installed and you are having problems making calls, see Trouble Shooting Modem Problems.

If AnyOrder's screen fonts look too large, or overlap one another, or appear just plain garbled, see Font Display Problems

Often the reason for this problem is a change in your company name. The registration code is keyed to the company name that you provided upon registration. If you change the company name, even something simple as adding a period after "Inc," the registration code will no longer be valid. If it becomes necessary to change your name, drop us a line and we'll provide you with a new registration code.

One rare problem that we've encountered is the situation where new invoices can not be added. That can happen if the last invoice in the data file has been corrupted in some manner. If this happens to you, copy down the information from the last invoice, then delete it.

To delete the invoice, select FILE >> FILE MAINTENANCE FUNCTIONS >> DELETE INVOICES. Make sure you delete the last invoice only. After deleting the invoice, exit from the program and re-start it. If that doesn't fix the problem, try selecting FILE >> FILE MAINTENANCE FUNCTIONS >> CLEAN & COMPACT INVOICES. One of the two of the above two procedures should fix the problem. Once AnyOrder is running, you can create a new invoice and re-enter the information from the invoice that has been deleted.

This means that there's a problem with the "Notes" field in one of the databases. Write down the name of the database (sales, cust_num, cat_no, etc.)

IMPORTANT: If you have encrypted credit card numbers, you must un-encrypt all numbers prior to running this process. DO NOT RUN THIS PROCESS WITHOUT UN-ENCRYPTING ALL CREDIT CARD NUMBERS FIRST

If it's possible, you should do back-up of your files. BUT, and this is important, you must back-up your files to a DIFFERENT disk or directory than normal. This is particularly important if there's a problem with your current files. Your older back-up files are probably without errors and you may eventually need them. Remember, if you can do a back-up, DO NOT back-up to your normal back-up disk or directory. Use a different disk or directory.

Exit the program. Start up the diagnostics program by clicking on the Windows START button: Click on START >> RUN. Use the Browse button to find the C:\AnyOrder directory. Select "Diagnose.exe" and click on OK. The diagnostics program will open.

Once in the diagnostics program, select FILE >> STAGE 2 CLEANING PROCESS PLUS MENU RECORD (DBT/BLOB) RECOVERY. A dialog box will appear. From the list, select the data file that is causing the problem. Then click on "Start Process." During the process, AnyOrder will run through all the records of the database and correct any problems that it finds. It also runs a process which correct problems in the Notes field (which, in dBase language, is known as a Memo, DBT or BLOB file). Once the process is complete, the diagnostics program will re-index your files. Exit from the diagnostics program; then re-start AnyOrder

Note that the Stage 2 Cleaning Process may not run on Vista & Windows 7 Operating System. If that's the case, the only way to recover from this error is to restore backed-up files. More information: Restore.

Most errors will trigger a dialog box that explains the problem and suggests how to correct it. If there is an internal programming error, however, the explanation will be very brief, and it will be followed by the name of the programming file, the name of programming routine, and the line number of programming code on which the error occurred.

Whenever you see "File," "Routine" and "Line Number" listed in an error box, that's your clue that the error has resulted from an internal programming error. Internal programming errors are rare. We've tested the program thoroughly and tried to eliminate any such errors. But unfortunately, even like large, corporate software firms, we can and do make mistakes. When such an error occurs, try choosing the "Ignore" option first. The program may continue and you may never have the problem again.

If the error message keeps reoccurring after pressing "Ignore," try "Cancel." Cancel will close the program, and you can restart the program and try it again.

These sorts of errors happen from time to time - and they are nothing to worry about. AnyOrder has lots of safety systems built in to protect your data. At the most, you may lose the current invoice on which you are working. If you lose more data, then you can always do a restore. Remember to always back-up your data.

Clicking on "Cancel" may not always work, and when error messages continue to occur, you may find that you'll need to click on the "X" on the upper right of the screen. That often closes everything down and releases the program.

The most reliable way of closing down the program is the use the Windows Task Manager. The Task Manager, available on newer Windows operating systems, is accessed by pressing CTRL+ALT+DEL on your keyboard. When the Task Manager appears, click on the "Applications" Tab. Highlight "AnyOrder" and click on "End Task." That will shut down the program.

On very rare occasions when exiting from a series of errors, you may get a message asking you to back-up your files. As a precaution, when you are in the midst of errors, we recommend that you do not back-up your files. Rather, click on "Cancel" when the Back-up dialog box appears.

Although, we've never had any data loss from internal errors, this precautionary step may help preserve your backed-up data in the very rare situation when a data file has become damaged from the error. Restart the program after such errors and make sure your invoices are OK. If they are, you can continue working with no problems. If not, then Restore your back-up files. You may end up losing some of the work you did when the error occurred, but all of your other invoices should be intact.

We have used various versions of the program daily for several years and never have experienced a data loss, nor have we ever had to use Restore, but the feature is available in the event if something goes wrong.

If an error continues to occur repeatedly, write down the sequence of events which caused the error. The more details the better. Also jot down the error description, routine and line number (from the error dialog box). If you are a registered user, contact us via email or phone, and we'll try our best to help you get it cleared up.