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IdealWare Online Users Manual

SP2-08-07 S/P PROCESSING
31582 Order Register and Update, Troubleshooting

PURPOSE

This article includes suggestions and instructions for dealing with problems that may occur during the printing of order registers.

A FEW WORDS TO THE WISE

When you encounter problems which prevent an order register from printing, printing completely or updating, you should:

1. Write down the terminal id and the unix login name of the user who logged that terminal onto the system. This information is helpful if you require assistance from Ideal support staff in dealing with the problem.
2. Make a note of all error messages displayed on the screen, some common error messages are discussed below in detail.
3. Take notice and record anything unusual that may have occurred either at the terminal that encountered the problem or anywhere else in your system just prior to the problem occurring.
4. DO NOT ATTEMPT TO BREAK OUT OF ANY ERROR OR TROUBLESHOOT ANY ORDER REGISTER PROBLEM until you have gained experience under the guidance of an Ideal software support technician. It is very possible to cause data corruption, resulting in time-consuming and costly efforts to restore corrupted data.
5. NEVER ATTEMPT TO BREAK OUT OF ANY ERROR THAT OCCURS DURING AN ORDER REGISTER UPDATE. Call Ideal support immediately and wait for help.
6. Once you have gained experience under the guidance of an Ideal software support technician, you will be able to deal with many common problem situations. But when in doubt, always call Ideal support for assistance.

PROCEDURE

Generally, you can break out of errors that occur during the printing of order registers without causing data corruption, but if the normal procedures for breaking out of an error do not succeed, call Ideal support immediately. Always keep notes of exactly what you did and the results of all actions taken. This information is very useful for determining the causes and potential solutions to problems for Ideal staff.

1. Break out of the error situation. See PROCEDURE - BREAK OUT.
2. Abort the register batch.
3. Place the offending order(s) ON HOLD.
4. Attempt to reprint the order registers using the same options as originally selected.
5. If the order registers print successfully, update the new batch.
6. Correct the error(s) associated with the order(s) that caused the original problem and take the order(s) OFF HOLD.
7. Create a new order register batch to pickup the corrected orders, print and update the batch.
8. If you are unable to correct the problems with the order(s) or if you encounter further errors when you attempt to print the register, call Ideal support.

PROCEDURE - BREAK OUT

Many error situations will permit you to break out simply by pressing [Enter], these error messages will include the following prompt:

Many error situations will resemble the following:

The example error message indicates the following:

• The specific program that encountered the error: ZPRINT8.
• The specific error encountered: ERROR 12(13).
• The line of the program where the error occurred: LINE 255.

Before attempting to break out, make a note of these three items of information. Also make a note of any other information that is displayed on the screen either above or below the error message box. Such information may include an order number and/or line number, customer code and/or product code.

Type the word READY at the prompt and press [Enter]:

Clearing the error either with or without the requirement for a password results in a screen display resembling the following:

The error is cleared and the terminal is exited from IdealWare. All processes on the terminal are terminated correctly. You can then run IdealWare again and attempt to print the register batch a second time. If any information about the order(s) that caused the error was displayed on the screen before you broke out, abort the batch and place those order(s) on hold before attempting to recreate the batch and print again.

PROCEDURE - PASSWORD/ENHANCED PASSWORD

Often when breaking out of an error you will be required to enter a PASSWORD or ENHANCED PASSWORD.

PASSWORD

If you have the correct user security the PASSWORD is your password that you entered when you logged into IdealWare. If your password is not accepted, you must have a supervisor type in the correct password.

ENHANCED PASSWORD

The ENHANCED PASSWORD is a special password that changes every hour. With proper user security the current enhanced password is displayed on the "Escape Menu":

When an error message is displayed on a terminal screen, that terminal does not have access to the Escape Menu, in which case the enhanced password can be looked up on another terminal or calculated by the following formula.

Enhanced PassWord logic: Wed Oct 31 10:29:40 PST 2007

MM + DD + D + HH + DD

where MM is current month, DD is current date, D is the day of the week and HH is the current hour. Thus for the date and time displayed above:

10 + 31 + S + 10 + 31

10 + 31 = 41    S    10 + 31 = 41

Thus:

41 + S + 41 = 41S41

MISSING OR INVALID G/L ACCOUNTS

One of the most common problems encountered when printing order registers is a missing or invalid general ledger account reference. The following error message is generated:

The error message indicates the following:

• The order number which caused the error: 11-A100078 BABIN
• The specific line that caused the error: SEE ORDER '11A100078/0010'
• The invalid G/L account reference: INVALID G/L ACCT '11150300010'

1. Make note of the above information.
2. Press [Enter], the registers will print and "missing" G/L accounts will be indicated on the general ledger posting summary.
3. If any more problem orders are encountered make note of them.
4. Abort the register batch.
5. Locate the problem order(s) and place them ON HOLD.
6. Create a new register batch with the same options as selected for the original batch.
7. Print and update the new batch.

Missing or invalid G/L account errors are caused by any of the following conditions.

• A product references a product group for which one or more G/L references have not been set up or set up incorrectly. Since G/L account references are commonly set at group level 2, this situation typically occurs when a new product is set up to reference a level 1 group.
• The G/L account references have not been setup correctly for the level group, usually level 2.
• The product and group are setup correctly, but the G/L account has not been setup.

After determining which of the above conditions is causing the problem and correcting it, create a new order register batch to pick up the single order only. Print the registers and update. If additional errors occur, troubleshoot again or contact Ideal support for assistance.

Order registers cannot be updated with a missing G/L code. You must reprint the batch without incident before you can update it.

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