Network Troubleshooting Guide
Last reviewed: 12/15/2011
Article ID: R10184
The information in this article applies to:
- All Tabs3 and PracticeMaster Software
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...
- 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.
- 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.
- 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.
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."
- 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.
-
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.
- 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...
- You know the data is probably okay since other workstations do not get the error.
- The program files on the file server are probably okay since other workstations do not
get the error.
- 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.
- 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.)
- 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.
- 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.
- 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.
- 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!
- Use the Network Settings Utility Program on each workstation and server to verify all recommended settings have been
implemented.
- 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.
- Check network hardware, such as routers, hubs, switches, and cables for
errors or faults.
- Run the Network Test program overnight as documented in R11304 - All About Network Test.
General Troubleshooting
- There have been reports that certain power management features and virus detection programs
can cause fatal errors. You may want to temporarily disable these programs to determine if
the problem is eliminated. We had a report from a user who was running Norton
Screen Works. Norton AntiVirus is a component of Norton Screen Works. Every time she
started Tabs3, she received an Invalid Page Fault error. After disabling Norton Screen
Works, the Invalid Page Fault errors were eliminated. See KB Article R10760
- Antivirus Software Information. See KB Article R10339
- Power Management Issues with Tabs3 and PracticeMaster Software Products.
References
- KB Article R11367 - How to Reinstall Tabs3 and PracticeMaster Version 16
Software
- KB Article R11257 - How to Reinstall Tabs3 and
PracticeMaster Version 15 Software
- 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
- KB Article R11309 - Network Settings Technical Information
- KB Article R11304 - All About Network Test
- KB Article R10013 - Log Files in Tabs3 and PracticeMaster Software
- KB Article R10789 - Resetting Users
- KB Article R10045 - Fatal Error Messages
- KB Article R10760 - Antivirus Software Information
- KB Article R10339 - Power Management Issues
with Tabs3 and PracticeMaster Software Products
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