Network Troubleshooting Guide

Last reviewed: 03/16/2007
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. 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 R11010 - How to Reinstall Tabs3 and PracticeMaster 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. 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.

    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. 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 STI.INI file resides in the workstation's Windows directory. 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.
  4. Check the Network Troubleshooting section below.

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. Make sure the steps given in R10200  - Redirector Problems and Other Network Problems have been followed. This includes Opportunistic Locking on Windows NT servers, NIC speed and duplex configuration, and recommended registry settings.
  3. Run the redirector test documented in R10104 - REDRTEST.EXE Utility Program on each workstation and server to verify all recommended settings have been implemented.
  4. 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.
  5. Run the TESTIO program overnight as documented in R10054 - TESTIO.EXE - Testing for Basic Network Reliability.

General Troubleshooting

References

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