The information in this article applies to:
This document has two parts:
If the quick troubleshooting guide does not help, use the detailed information to assist with analyzing and troubleshooting problems.
You must first determine if the problem is reproducible on demand. Diagnosis of the problem is easier if you can cause the problem to occur on demand. However, if the problem is not reproducible on demand, unfortunately it will be much harder to diagnose. In this type of situation, you may have to implement each of the following suggestions for a period of time before you can determine whether or not the problem is still present, since it may not be immediately apparent.
If every workstation running Tabs3 and PracticeMaster software gets the error
Caution: Data integrity may be compromised if the task file is deleted while a user is accessing the software. Furthermore, deleting the task file while other users are active may cause Fatal Errors to occur during program execution. Do not delete the task file unless you are absolutely sure no Tabs3 and PracticeMaster software is being used.
Windows CSV Note: For Version 14.3 and later CSV users, deleting STTASK.DAT will have no effect as a troubleshooting step. Beginning with Version 14.3 CSV, STTASK.DAT is an empty file that is locked while the STI Director Service is running to prevent any issues with non-CSV software attempting to use the file.
If only certain workstations or one workstation gets the error....
Caution: Data integrity may be compromised if the task file is deleted while a user is accessing the software. Furthermore, deleting the task file while other users are active may cause Fatal Errors to occur during program execution. Do not delete the task file unless you are absolutely sure no Tabs3 and PracticeMaster software is being used.
Windows CSV Note: For Version 14.3 and later CSV users, deleting STTASK.DAT will have no effect as a troubleshooting step. Beginning with Version 14.3 CSV, STTASK.DAT is an empty file that is locked while the STI Director Service is running to prevent any issues with non-CSV software attempting to use the file.
An exception error indicates that something unexpected has happened within the Windows environment, such as an improper memory access. For example, this can happen when an application or component reads or writes to a memory location that has not been allocated to it (memory that it does not "own"), potentially overwriting and corrupting other program code in that area of memory.
Fatal exception errors are typically in the form of:
A fatal exception <XY> has occurred at xxxx:xxxxxxxx
where <XY> represents the actual processor exception from 00 to 0F.; The xxxx:xxxxxxxx represents the enhanced instruction pointer to the code segment and the 8-bit address is the actual address where the exception occurred.
The following situations would return a Fatal Exception error:
When any of these situations are encountered, the processor returns an exception to the operating system, which in turn is reported as a fatal exception error. Usually, the operating system cannot recover from the error and the workstation must be restarted or shut down.
The most common error message you will encounter while using Tabs3 and PracticeMaster software is an "Invalid Page Fault" or an IPF. The error message will be similar to:
This program has performed an illegal operation and will be shut down. If the problem persists, contact the program vendor.
If you click Details, you will receive a message similar to the following:
<TBMAIN> caused an invalid page fault in module <module name> at <address>
After clicking the OK button, the program is shut down.
The first clue as to the cause of an IPF is in the IPF error message that is displayed.
If you click Details, you will receive a message similar to the following:
<TBMAIN> caused an invalid page fault in module <module name> at <address>
Note the module name that is listed in the error message. The module name may help to narrow down the problem.
The error message may also include a section entitled "Function Traceback Path". This section of the error message lists the most recent program operations and files accessed. The information in the Function Traceback Path may provide additional insight into the cause of the IPF error message.
Noting when the error occurs can be very useful in determining the cause of the problem. For example, if the error occurs when printing checks, reports or statements, you should skip to the Is the Problem Caused by Printing Issues? section of this article.
After reading that information and the related article, if you are still unable to resolve the error, continue troubleshooting at the beginning of this article and work through the steps systematically. The goal is to try to get clues as to the cause of the problem and resolve it quickly by trying the most likely solutions first.
A key part of troubleshooting IPFs is determining how widespread the problem is. Ask yourself the following questions in order to effectively solve the problem:
The following sections of this article discuss each question and provides information on resolving each type of problem.
Can you reproduce or make the error happen on demand in a reasonable amount of time? The process of solving an IPF is to try a solution and then attempt to reproduce the error. If you cannot reproduce the error, then most likely you have solved the problem. If the error still occurs, then you need to continue troubleshooting the problem.
If the error is not easily reproducible, then you will have to try each of the solutions one at a time. After you try one solution, go back and work with the program for a while. If the problem has not been solved, try another possible solution. We recommend that you keep track of the solutions you have tried and their results. Remember, if the IPF occurs when you do specific things in Tabs3 or other applications, you may get some clues about which solutions to try first.
Corrupted data can cause IPF and other access violations. Be sure to run the Data File Integrity Check (DFIC) and the Archive Data Integrity Check programs and resolve any errors that are reported. Note that not all cases of corrupted data can be caught by these programs. Therefore, even if the integrity check reports no errors, corrupted data is still a possibility.
If the problem occurs in other applications besides Tabs3 and PracticeMaster software, then most likely, the problem is not with Tabs3 and PracticeMaster software, but rather with Windows, a component of Windows, or software that is running in the background. While some of the troubleshooting tips and possible solutions in this article may be of help, the focus of this article is to resolve IPFs that are specific to Tabs3 and PracticeMaster software. For more information about troubleshooting errors that are not specific to Tabs3 and PracticeMaster software, please see the References section of this article for other resources that may be of assistance.
Antivirus software and screen saver conflicts may be cause invalid page faults and other problems. For more information, please see KB Articles R10760, "Antivirus Software Information," and R10061, "Screen Saver Conflicts."
In most network environments, the program files and some helper files (i.e., DLL files) are located on a network file server. Any communication problems with the file server can cause an IPF or other access violation errors.
You can test this by copying the program directory to your local hard disk and running the program locally. Be sure to change any paths, such as the client data path in Tabs3 General Ledger Software, before testing. It is also a good idea to compare the files after copying with the DOS file compare program (FC.EXE).
If the problem is corrected when the program is run locally, further troubleshooting into the network is needed. The first step should be to apply the suggestions contained in our paper on redirectors.
Some computer's Power Management features can cause IPF problems in a network environment. We recommend disabling all power management features (both BIOS and Operating System level) on all computers including the file server.
Another category of IPFs can occur while you are processing checks, reports or statements. Although it might not be obvious, each of these processes triggers the use of several Windows components, including the printer driver and video driver. See KB Article R10820, "Troubleshooting Printing Problems in Windows Versions of Tabs3 and PracticeMaster Software", for more information about printing problems.
Tabs3 frequently queries the video driver for information it needs when formatting and printing the document. A damaged video driver could cause an IPF. To correct this problem, install a different video driver by following these steps:
If you no longer encounter the error, you have solved the problem. The problem was a damaged or incompatible video driver. You should try reinstalling the driver or contacting the manufacturer of the video card for an updated video driver.
Another possibility is that the program file or associated DLL file is corrupted. Reinstall the programs (i.e., both System Configuration and the specific application) on the file server. Also run the SETUP.EXE program located on the server for all workstations. Reinstalling all Tabs3 and PracticeMaster software is a relatively simple precaution to eliminate the possibility of corrupted DLL files. For more information, please see KB Article R11010, "How to Reinstall Tabs3 and PracticeMaster Software (Version 14 & 12)"; KB Article R10888, "How to Reinstall Tabs3 and PracticeMaster Software (Version 11)"; or KB Article R10695, "How to Reinstall Tabs3 and PracticeMaster Software (Version 10)."
Note: Reinstalling System Configuration updates various DLL files that are installed in the program directory. Rerunning the SETUP.EXE program updates various DLL files stored on the workstation's hard drive. For more information, please see KB Article R10678, "DLL Files Installed by Tabs3 and PracticeMaster Software".
If the IPF is specific to a certain record, the data associated with that record may be damaged. Try deleting the record and reproducing the problem. It may be necessary to delete more than one record.
WARNING: BE SURE TO MAKE A NEW BACKUP BEFORE DELETING ANY INFORMATION!
A damaged font can cause an IPF when working with Tabs3 and PracticeMaster software (or any other Windows application).
Tabs3 and PracticeMaster software uses the following fonts: Sans Serif and Courier New. However, printers can be configured to use any font for statements and reports. (Note: Tabs3 and PracticeMaster Version 10 products could only use fixed pitch fonts.)
Once you have determined (or suspect) a damaged font, follow these steps to remove and reinstall the font.
Note: This procedure will remove the font from your system and will require you to be able to reinstall the font from its original source.
If the problem is corrected, you may have identified the problem as being a damaged font.
If Tabs3 and PracticeMaster software fails to work correctly, continue troubleshooting.
If you have not resolved the error by now, try starting Windows in Safe Mode and reproducing the problem. Windows can be started in Safe Mode which prevents the loading of certain drivers and supporting files that can cause IPF errors if they are damaged or corrupted.
For more information and details about how to start your computer in safe mode, please see the following articles in the Microsoft Knowledge Base (http://support.microsoft.com):
Once your computer is started in Safe Mode, try to reproduce the problem.
If you still encounter the error in Safe Mode, then most likely the cause of the IPF may be a damaged Windows file. Reinstalling the Windows operating system may fix the damaged Windows file. After reinstalling Windows, try to duplicate the problem. Reinstalling your Windows operating system should not be attempted without the advice and assistance of a qualified professional.
More in-depth information about troubleshooting exception errors is available in the Microsoft Knowledge Base (http://support.microsoft.com).
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