Network Troubleshooting Guide

Last reviewed: 12/15/2011
Article ID: R10184

The information in this article applies to:

SUMMARY

A majority of fatal errors and problems that users have result from a failure in their network software or hardware. Since many network problems are intermittent, occur only under heavy workload and are not reproducible on demand, it can be difficult to determine and diagnose the problem. In most network environments, the program files and DLL files are located on a network file server. Any communication problems with the file server can cause errors.

The following information can be used to help diagnose a problem more efficiently with regards to using Tabs3 and PracticeMaster software in a networking environment.

QUICK TROUBLESHOOTING GUIDE

Determine if Problem is Reproducible

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 the problem is still present or not since it may not be immediately apparent.

If every workstation running Tabs3 and PracticeMaster software gets the error or has a problem...

  1. Run a Data File Integrity Check if possible, and fix any issues reported. If the problem is in Tabs3, run an Archive Integrity Check as well. Corrupted data can cause fatal errors.
  2. Try reinstalling the program files for System Configuration and all other Tabs3 and PracticeMaster applications. Corrupted EXE and DLL files can cause fatal errors. See KB Article R11257 - How to Reinstall Tabs3 and PracticeMaster Version 15 Software.
  3. There could be network problems that affect all (or nearly all) workstations. Copy the program directory to a local hard disk and run the software locally. Be sure to change any paths, such as the GLS data path in Tabs3 General Ledger Software, before testing if necessary. If the software runs fine on a local hard disk but not on the file server, then the data and program files are okay. This usually indicates that there is a problem with the network hardware or software.

    4. Note: More information about checking and modifying data paths in Tabs3 Billing and Financial Software can be found in KB Article R10838, "Moving Tabs3 & PracticeMaster Software from One Computer to Another."

  4. The task file (STTASK.DAT) could be corrupted. Have all users log out of all Tabs3 and PracticeMaster software. The Active User List can be used to determine which users are accessing which tasks. Try deleting the task file found in the program directory and rerunning the application to see if the error is eliminated.

    5. Platinum Note: For Version 14.3 and later Platinum users (formerly CSV), deleting STTASK.DAT will have no effect as a troubleshooting step. Beginning with Version 14.3, STTASK.DAT is an empty file that is locked while the STI Director Service is running to prevent any issues with non-Platinum software attempting to use the file.

    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.

  5. If the problem is corrected when the program is run locally, further troubleshooting into the network is needed. See the Network Troubleshooting section below.

If only certain workstations or one workstation gets the error or has a problem...

  1. You know the data is probably okay since other workstations do not get the error.
  2. The program files on the file server are probably okay since other workstations do not get the error.
  3. Try logging into the workstation with a different Windows user profile. This will help determine if the problem is specific to the workstation or the user profile.
  4. The STI.INI file could be corrupted. Try renaming the STI.INI file to STI.TMP and rerunning the application to see if the error is eliminated. The location of the STI.INI file varies depending on the version of Windows and the version of Tabs3 and PracticeMaster software that is being used. KB Article R10662 includes detailed information regarding the location. (Note: Renaming the STI.INI file will cause a new one to be created with new workstation defaults which affects all Tabs3 and PracticeMaster products used on the workstation.)
  5. Check the Network Troubleshooting section below.

Review Log Files

Make sure you are aware of any and all problems occurring with the software. All the users in your office may not always report errors they receive or mention behavior that might be contributing to a problem. Tabs3 and PracticeMaster software has multiple log files that track such events.

  1. From any Tabs3 and PracticeMaster program, access the Error Log by selecting View | Log Files | Error Log. Review the log for any recent errors you might not be aware of. KB Article R10044 - How to Interpret Fatal Error Messages can provide additional information to help you determine what each error indicates.
  2. From any Tabs3 and PracticeMaster program, access the Reset Log by selecting View | Log Files | Reset Log. Review the reset log to ensure that users are not being improperly reset. More information on resetting users can be found in KB Article R10789 - Resetting Users.

More information on log files can be found in KB Article R10013 - Log Files in Tabs3 and PracticeMaster Software.

Network Troubleshooting

  1. Make sure ALL power management features have been disabled on all workstations and the server. This is especially pertinent if the error comes after a period of inactivity. Power Management must be disabled at both the BIOS and Operating System level!
  2. Use the Network Settings Utility Program on each workstation and server to verify all recommended settings have been implemented.
  3. Make sure the Network Interface Card (NIC) drivers for all workstations are up to date. This can be accomplished by contacting the reseller or manufacturer of the card. For more information on Network Interface Card drivers, see R10200 - Redirector Problems and Other Network Problems.
  4. Check network hardware, such as routers, hubs, switches, and cables for errors or faults.
  5. Run the Network Test program overnight as documented in R11304 - All About Network Test.

General Troubleshooting

References

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