The information in this article applies to:
It is our experience that fatal errors and data corruption are typically caused by outdated redirector software, hardware, or network communication problems. We are dedicated to helping you resolve these problems when they occur. The steps in this article will assist you and our Technical Support Representatives in attempting to determine the cause of recurring fatal errors and/or data corruption.
Please follow the steps below to gather information about your network environment and data files. For each step, indicate the date completed in the space provided.
| Print Article Print this article. Find the Workstation Test Results worksheet pages. Photocopy or print as many copies of this worksheet as necessary so that you can record the required information for all workstations. Date Completed: _________________ By: ___________________________________________ |
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| Network Server Information If the Tabs3 and PracticeMaster programs are installed on a local hard disk and only one computer has access to them, skip this section. If more than one computer accesses the Tabs3 and PracticeMaster programs, please provide the following information about the network below. Network Server Type To determine the type of network server on which the Tabs3 and PracticeMaster software is installed, go to any workstation (but not the server itself) and select Help | About in the Tabs3 and PracticeMaster software (e.g., Help | About Tabs3). In the lower section of the window, locate the File System (you will need to scroll down to see it). For example, if the program is located on the S: drive, locate the line that reads File System, Drive S:.
Fill in the server information under either "Windows 2003/XP/2000/NT4" or "Novell NetWare", based on your server type as determined using the above table:
Network Server Version/Service Pack The method used to determine the version of the network software depends on the server type. If your server is Windows based or Windows 2003/XP/2000/NT, go to the server itself and right-click My Computer, then select Properties. The Windows operating system, version and service pack will be shown. If your server uses Novell, go to the server and access the System Console. At the command prompt, type Version and press Enter. The NetWare Server version and service pack will be shown. Disabling TurboFAT on Novell NetWare ServersBy default, Novell uses a special File Allocation Table feature called TURBO FAT to improve performance. However, there have been data corruption problems (not related to Tabs3 and PracticeMaster software) reported with this feature. Novell's Technical Information Document 10064734, "How to Disable NetWare Turbo Fat", contains details of this issue, and we STRONGLY recommend that you disable this feature. KB Article R10200 has additional information regarding this issue as it pertains to the Tabs3 and PracticeMaster software. Disabling Opportunistic Locking on Windows 2003/XP/2000/NT4 ServersUsers can also experience file corruption due to the use of Opportunistic Locking by Windows NT. This is a problem that affects networks with Windows XP/2000/NT4 servers. Microsoft has acknowledged problems with Opportunistic Locking in Microsoft Knowledge Base article #303528, "How To Keep a Jet 4.0 Database in Top Working Condition" and we STRONGLY recommend that you disable this feature. KB Article R10200 has additional information regarding this issue as it pertains to the Tabs3 and PracticeMaster software. Disabling Opportunistic Locking on Novell NetWare ServersNovell NetWare also includes an Opportunistic Locking feature. We recommend that Opportunistic Locking be DISABLED at the Novell NetWare File Server. KB Article R10200 has instructions on how to do this. Date Completed: _________________ By: ___________________________________________ |
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| Virus Checking Software Virus checking software can sometimes cause interference with other applications, particularly with disk-intensive applications such as Tabs3 and PracticeMaster's accounting and practice management programs. Frequently, problems with performance and data integrity issues can be alleviated or resolved by preventing the virus checking software installed on the server or workstations from interfering. In some cases, this is accomplished by disabling the virus checking software entirely, at least temporarily. Alternatively, the program directory may be excluded from the locations scanned by the virus checking software. If this is not an option, it may be a good idea to at least prevent the virus checking software from scanning certain types of files in the program directory, specifically *.DLL, *.DAT, *.IDX, *.TOC, *.DTA and *.KEY. KB Article R10760, "Antivirus Software Information", provides additional information regarding issues with antivirus software. Please indicate in the space provided the name and version of your virus checking software, and whether it is installed on the file server, the workstations, or both. Write in the date completed only after implementing at least one of the above suggestions for a period of time sufficient to determine what effect it has on the problems you have been experiencing.
Name of virus checking software:
______________________________________________________ Date Completed: _________________ By: ___________________________________________ |
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| STERROR.LOG Print the STERROR.LOG file. If using Tabs3 Version 10.7 or later, select View | Log Files | Error Log and then click Print. If using an earlier version of the Tabs3 and PracticeMaster software, the STERROR.LOG file can be found in the program directory and printed using any text editor. It is approximately 5 pages in length. Additional information about the contents of the STERROR.LOG file can be found in KB Article R10757, "Anatomy of a Fatal Error Message". Date Completed: _________________ By: ___________________________________________ |
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| RESET.LOG Print the RESET.LOG file. If using Tabs3 Version 10.7 or later, select View | Log Files | Reset Log and then click Print. If using an earlier version of the Tabs3 and PracticeMaster software, the RESET.LOG file can be found in the program directory and printed using any text editor. Date Completed: _________________ By: ___________________________________________ |
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| Data File Integrity Checks
Run the Data File Integrity Check (DFIC) program in each Tabs3 and PracticeMaster program and record below the number of errors,
if any, found in each. For each program in which the DFIC completes without errors, enter 0 (zero) in the space provided. For any
DFIC errors found, please print the error report and attach it to this document. Place an X next to any program that is not installed. Date Completed: _________________ By: ___________________________________________ |
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| REDRTEST.EXE Print the REDRTEST.EXE utility program instructions and download the latest REDRTEST.EXE utility program as directed in the instructions. Run this program at EVERY workstation from the program directory on the server. Also run this program on the server. If on any computer, the REDRTEST indicates items that "NEED UPDATE", "SHOULD BE CHANGED", or are "NOT SET PROPERLY", make sure to address the situation. Once fixed or updated, rerun the REDRTEST.EXE program on the affected workstation(s) again to be sure that all items are OK. Each time the REDRTEST.EXE utility is run, it updates the REDRTEST.LOG file (located in the same directory as REDRTEST.EXE) with the results. Once REDRTEST.EXE has been run successfully on ALL workstations, please use WordPad (or any other text editor) to print the REDRTEST.LOG file and include it when you send in this worksheet. Because the REDRTEST.LOG file records REDRTEST results, it is not necessary to print and fill out the REDRTEST.EXE Results page of the Workstation Test Results worksheet below unless you are specifically directed to do so by a Technical Support Representative. For additional information regarding redirectors and recommended registry settings, refer to KB Article R10200, "Redirector Problems and Other Network Problems". Date Completed: _________________ By: ___________________________________________ |
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| TESTIO.EXE Print the TESTIO.EXE utility program instructions and download the latest TESTIO.EXE utility program to the file server as directed in the instructions. Determine the best time to run this program. It should be run overnight, preferably over a weekend. Run this program from all workstations at the same time. After you have run the utility on all workstations, use WordPad (or any other text editor) to open the TESTIO.LOG file located in the same folder with the TESTIO.EXE file. Print the TESTIO.LOG file and include it when you send in this worksheet. Note: You must have a version of TESTIO.EXE with a date of June 2003 or later in order to generate a TESTIO.LOG file. If TESTIO.EXE encountered an error on any workstation (e.g., "Error 75 in line 2070"), record ALL of the error information on the Workstation Test Results worksheet in the designated space provided. Date Completed: _________________ By: ___________________________________________ |
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| Disable Power Management Power management features have been known to cause invalid page faults or other fatal errors in application software, or even cause application software to show "Not Responding" after periods of inactivity. Power management features have also been known to cause network errors if a Network Interface Card (NIC) has power management features enabled. It is possible that disabling power management could correct these problems. More information is available in KB Article R10339, "Power Management and Tabs3 and PracticeMaster Software". Date Completed: _________________ By: ___________________________________________ |
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| Network Interface Card Information Fatal errors and data corruption can sometimes be caused by outdated or defective Network Interface Cards (NIC), as well as outdated or damaged NIC driver files. NIC link speed and duplex settings that do not match those of the hub or switch to which the card is connected can also cause errors, sluggish performance, and connection loss. In the Workstation Test Results worksheet below, please provide information about the type of each workstation's NIC and the driver file(s) it uses. Also, enter the NIC's speed and duplex settings, followed by those of the connected hub or switch, in the fields provided. Possible speed/duplex settings include (but are not limited to) 10 MB Half Duplex, 10 MB Full Duplex, 100 MB Half Duplex, 100 MB Full Duplex, Autosensing, 1 GB Half Duplex and 1 GB Full Duplex. For more information on matching the NIC speed and duplex settings with those used by the connected hubs/switches, see KB Article R10200, "Redirector Problems and Other Network Problems". Date Completed: _________________ By: ___________________________________________ |
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| Submit Info Submit this completed form, the Workstation Test Results worksheet(s), and any other requested attachments to the Technical Support Representative you are working with. Your Technical Support Representative will tell you how to submit this information. |
Make as many copies of this worksheet as needed to record the indicated information for each workstation in the office. In the spaces provided, fill in the workstation name and operating system (i.e., WIN95, WIN98, ME, 2000, XP, NT). Note: We recommend you configure your Web browser to use margins of .5 inches before printing this worksheet.
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It is not necessary to print and complete this worksheet unless specifically directed to do so by a Technical Support Representative. If you do print this, we recommend that you first configure your Web browser to use margins of .5 inches.
Workstation Name/Operating System:______________________________
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Workstation Name/Operating System:______________________________
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Workstation Name/Operating System:______________________________
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Workstation Name/Operating System:______________________________
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