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Live Troubleshooting Guide

Live Troubleshooting Guide

Introduction (Please Read)

This document will walk you through the steps needed to resolving ShareAnywhere™ Sync issues. This document will also teach you how to send our support department information on the ShareAnywhere process which will help us to resolve any issues that you may not be able to resolve on your own. This document has three parts:

Part 1: Resolves Silver cookies with a yield sign or no silver cookies in the system tray
Part 2: Getting your contact and property counts to equalize.
Part 3: How send information to the Support Department for remote assistance.

Part 1: Resolving no Silver Cookies in system tray or Silver Cookies with a yield sign

Follow these steps on EACH computer that has a sync issue (Silver cookies with a yield sign or no silver cookies at all).

1) Reboot your computer (rebooting your computer should be a daily task to maintain a healthy machine). After the reboot, open your web browser and go to your favorite web page to make sure your computer has an active Internet connection.

2) Tune-up your database. From the Login screen, (make sure you have all other users of the database logout) run the tune-up by clicking on the Tune-Up Database button.

3) Repair Realhound installation. From the Help menu, select Repair Installation. This will close your REALHOUND and you will have to restart the program. Test the sync by right clicking on the silver cookies and select Sync Now. If you have silver cookies in your system tray without a yield sign you can skip the rest of these steps.

4) All users must have a password. Verify that ALL of your User names (including the Administrator) have a password. From the File menu, select Administration and select User & Teams… . On the Users screen, click on each User name and, in the middle of the screen, confirm that the text “This User has a Password” is next to the Password Field (remember that ALL user names must have a password).

5) All ShareAnywhere® users (this includes the Administrator user name) must have the Allow Live Connection checkbox checked on their User screens. Verify that each User has this box checked. From the File menu, select Administration and select User & Teams… . On the Users screen, click on EACH User name (that is allowed to have ShareAnywhere®) and, in the middle right of the screen, confirm that the Allow Live Connection checkbox is checked (including the Administrator user name).

6) On each computer that is connecting to the Internet using ShareAnywhere®, verify that you can login to each one of those Realhound® databases with the Administrator User Name and password. The identical Administrator’s password MUST work on each computer. While logged in as the Administrator, test the sync again by right clinking on the silver cookies and selecting Sync Now.

7) Verify that each User’s password is the same for each computer connecting to ShareAnywhere®.

8) If you cannot login to even just one database as Administrator or if one of your team members has a different password for their login than the rest of the team has for them in their database, then it is most likely your User Table is not correct on your ShareAnywhere® live database and you must update your users. Update all of the user names and passwords on each computer so they match. Next, click the Refresh Users button from the Live… settings screen under the File menu (you will need administrative rights to access the Live… screen). Login to the database to test the sync again by right clinking on the silver cookies and selecting Sync Now. (Note: during normal database use, if you happen to change a user’s password who is using ShareAnywhere® you must click the Refresh Users button on the Live… screen under the File menu.)

9) Once you have clicked the Refresh Users button, login as the Administrator and select Sync Now from the silver cookies in your system tray. This will update ShareAnywhere® service the update the user table from the computer that you just clicked the Refresh Users button on.

10) If your silver cookies still have a yield sign or you do not have silver cookies in your system tray. Please advance to PART 3 and follow the instructions to get tech support carefully.

Part 2: Balancing the Contact and Property record counts on your databases
You will ONLY proceed with the following techniques if you have silver cookies WITHOUT a yield sign in your system tray and if you suspect that your contact and property counts are off between your synced databases.

1) Reboot your computer (rebooting your computer should be a daily task to maintain a healthy machine). After the reboot, open your web browser and go to your favorite web page to make sure your computer has an active Internet connection.

2) Tune-up your database. From the Login screen, (make sure you have all other users of the database logout) run the tune-up by clicking on the Tune-Up Database button.

3) Determine if your database counts are truly off. The ONLY way to determine if your counts are off is to login to each database and find a record in one database that is not in the other. You cannot compare the record counts on each database because the counts will vary by user visibility and security rights. You should not login with your user name to different computers on your team or office because your private contacts will populate the database on the machine you are using. EXAMPLE: You are the administrator of your shared office database with a security level of four. User B in your office, with a security level of two, needs some help. You login to their laptop with your administrator user name and password, but fail to turn off the Silver Cookies. The entire office database will begin to synchronize to that user B’s laptop, although they will not be able to see all of the records when the login with their level two User name and password.

4) If you cannot find any missing records you should NOT proceed to the next steps. Keep in mind that you might not have the security rights to see certain contacts, properties or groups, because your issue is with the Visibility & Teams settings in your database. Please search our knowledge base for the Tech Doc on visibility & Teams.

5) Right click on the silver cookies in your system tray and select Sync Now. Wait for the cookies to turn back from gold to silver and repeat this process for each computer being synced. 30 minutes after the last computer synced (the silver cookies turned gold and back to silver), compare your databases for missing records. If records are still missing and you have silver cookies WITHOUT a yield sign, go to the next step. If your silver cookies are absent from your system tray or have a yield sign, go to Part 1 of this guide to resolve this issue before continuing.

6) If you are missing records, next procedure will equalize your record counts. On each computer, shutdown the ShareAnywhere® sync by right clicking on the silver cookies in the system tray and selecting Quit Realhound Live.

7) You will only perform this next step ONCE in any 24-hour period and ONLY on one of your computers. On ONE computer, login to REALHOUND, from the File menu, select Live… and click the Empty Change Queue button and close the REALHOUND program. Wait 15 minutes (this is critical) before going to the next step.

8) Login to REALHOUND, right click on the silver cookies and select Sync Now. Do this on all of your computers. This sync process can take several hours depending on the database size and your Internet connection speed. Allow each of your computers several hours to sync. Check your database for missing records again in 24-hours.

Part 3: Send your diagnostic logs to the Support Department
If you do not have silver cookies in your system tray or your silver cookies have a yield sign and you have carefully followed ALL of the steps in Parts 1 & 2 of this guide, our Support Department will help you troubleshoot the ShareAnywhere™ software.

1) Login to your database as the administrator.

2) Under the File menu, select Administrator and select Users and Teams. Take a screen shot of every users information screen (including the administrator). This screen will show User ID, Name, Password, “Me” Contact, etc. You will take ONE screen shot of each listed User account.
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If you do not know how to take a screen shot using the print screen key on your computer, you can purchase a 3rd party program that will allow you to do it. We highly recommend SnagIt (www.techsmith.com). Paste your user screen shots into a Microsoft Word document.

3) Close your Users screen. Under the File menu, select Live… . Take a screen shot of this screen and paste it into the same Word document that you used in step #2 above.
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4) On that same screen check the box next to “Detailed Status Logs”

5) Close the Live Settings screen and login to your database again as the administrator.

6) In your system tray, right click on the Silver cookies and select Sync Now. The cookies will turn golden and then back to Silver. When they turn Silver, right click on them again and select Quit Realhound Live. Next, close your Realhound Live program.

7) Open the folder named rhtemp which is located on your C: drive ( C:\rhtemp )

8) Open the rhtemp folder and click on Name to sort by file name. Find the files in the folder that start with the word “live”. There will be at LEAST two text files that start with that name.
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9) Open your email program and create a new email message.
a) ATTACH the last TWO text files from the C:\rhtemp folder AND your Microsoft Word Document (containing the screen shots that you pasted into the document) to the email.
b) Sent this email with ALL requested attachments to us at support@realhound.com

9) After you have sent us the email in step # 9, return to the Live… screen and uncheck the Detailed Status Logs check box (This is critical because the logs take up valuable space on your hard drive). Close the Live… screen.

Live Ports

Introduction (Please Read): This document provides you with the ports that should be opened in order for the Live “ShareAnywhere” Sync to function effectively and avoid an issue: Allow the following Ports: – 21 – 80 – 443
ShareAnywhere Missing Driver Issue

ShareAnywhere Missing Driver Issue

Introduction (Please Read) This document will teach you how to recognize if you are missing a necessary driver to run the ShareAnywhere process on Windows XP. This driver is found in Windows Service Packs 2 and 3 and can become corrupted during the upgrade process of Microsoft’s Internet Explorer. Untitled-1 (46) Step 1 Open your Windows Control Panel Step 2 Double click on Administrative Tools Step 3 Double click on Data Sources (ODBC) Untitled-1 (47) Step 4 Look for MS Access Database under the User DSN tab. This file is known as MDAC 2.8. If this driver is present than this is not your problem and you should not proceed any further unless you believe that you have a corrupt file. Step 5 If this File is missing click the Add button and see if you can find Microsoft Access Driver . (*.mdb) on the list Untitled-1 (48) Step 6 If you can, select it and click the Finish button. Step 7 Your Data Source Name is MS Access Database and click the OK button. Untitled-1 (49) How to repair a copy of MDAC 2.8 on WinXP with SP2 installed Step 1 Open windows Explorer by right clicking on the Start button and locate the mdac.inf file in c:\windows\inf folder. Untitled-1 (50) Step 2 Right click on mdac.inf and select install from the menu. Step 3 When prompted for a location, point to one of the following three locations. (note- the default path in the location box might not be the correct path) a. c:\windows\servicepackfiles\i386 b. windows xp sp2 cd c. c:\i386 Untitled-1 (51) Step 4 Click OK to start the install process

ShareAnywhere Log Files point to an Active X component as the Error

Introduction (Please Read): This document will help you solve the problem with the ActiveX component i.e. when you receive this error message “ACC: Error Message: ActiveX Component Can’t Create Object”. This happens when Data Access Objects (DAO) is not properly registered. Steps: Step 1 On the computer that hosts Microsoft Windows Terminal Server or the computer on which Microsoft Access is installed, click Start, and then click Run Step 2 Type regsvr32 followed by the path to your DAO file. Enclose this path in quotation marks. For example, to register the DAO 3.5 library, use the following command: regsvr32 “C:\Program Files\Common Files\Microsoft Shared\DAO\DAO350.DLL”
ShareAnywhere Setup diagrams

ShareAnywhere Setup diagrams

Introduction (Please Read) The ShareAnywhere® technology allows multiple setup options for keeping a shared database available for multiple users. The diagrams below show two methods often used in team environments. Network Share to Server utilizing ShareAnywhere® In this diagram the Realhound Live program installed to a local Server and the client connects to this software through a mapped drive letter. Notice that most are desktop PCs but one client is a notebook that will not have access to the database outside the office. The home notebook has the program installed to the local hard drive and also has a copy of the database stored on the local hard drive. 10 (2) ShareAnywhere® running on every PC with the software locally installed and each PC has a copy of the database. In this diagram each PC has the Realhound Live program installed to the local hard drive and each PC has a copy of the same database that has been setup on the ShareAnywhere® on the local hard drive.

ShareAnywhere – Adding Subsequent Computers to your Live Database

Introduction (Please Read): This document will provide you with the steps needed to sync subsequent computers with your existing Live database. If you have already started syncing with one computer, this guide will give you the steps to adding additional computers to sync with. Steps: 1. On the initial computer syncing to the Live database, add the new user name desired for the person who will be using the new computer. 2. On the new computer to be setup, open Realhound, create a new database and login as the Administrator with no password. 3. Go to File –> Administration –> Users & Teams and delete the second user on the list, leaving just the Administrator record. 4. Give the Administrator user the same password it has on the other syncing computers, and check the checkbox to Allow the Live Connection. 5. Close the Users & Teams screen and then go to File –> Live, input the Shared Database Name and PIN in the appropriate fields and click Connect. 6. Go to File –> Login to Database in order to log out. You can then log back into the database as the Administrator and allow the sync to run fully the first time. Once complete you will be able to log out and log back in as the desired user.