This page lists frequent or recent questions to tech support.

1. My client has several debts with the same creditor, can these be combined into one letter ?
2. Whenever I start a new file, some old details of a previous case appear
3. I want to have the client's address in all standard letters
4. A message warning that the PGCOMMON.INI file has changed and I should make a system backup keeps appearing...what does this mean.
5. The message 'This file already in use' appears when I know it is not
6. When I add a new creditor and move to the creditor data window, the wrong creditor is showing
7. My statistics appear for the wrong period...why ?
8. The FS does not show both names, when a couple is involved...can we do this ?
9. We cannot add a new creditor with the same name but a different address, to one already on the database...is this possible ?
10. How do I add a new workers name
11. I need to re-run some statistics for last year...can I do this ?
12. I have a warning message about database problems/corruption...help ?
13. I need to save a letter for use again
14. Can I adjust the FS top margin to print on headed paper
15. The stats run directory is incorrect but the 'browse' button is greyed out and cannot be used to change the directory
16. I have a warning message about a DBISAM error...help !
17. Sometimes the Income/Expenditure/Debt Grids look funny
18. Word processor words and letters superimposed on printout but look fine on screen
19. My internet connection is down and PGdebt will not run, what can I do ?

My client has several debts with the same creditor, can these be combined into one letter ?
No...I am afraid this cannot be done at present.

Whenever I start a new file, some old details of a previous case appear
If this happens you have inadvertently saved a client file to be the New weekly template or monthly template.
To fix this open the New Weekly template...remove any unwanted details, but leave in anything you always want on every new file...then save the file using the 'Save as Template' option on the file menu. Repeat for the New Monthly template.
Note that a lot of information can be saved in the templates. A template is really just an empty client file ready for you to enter any details you wish when a new case comes along. You can save any income or expenditure items ( and amounts) but not debts. Also the details on the Print/FS Options screen are all saved with the template, so if you always want the FS User lines to contain the same customised text, you can save it in the templates.
PG7 has been changed to make it very difficult to save a client's file as a template, so this error should be much reduced

I want to have the client's address in all standard letters
This can easily be done, but you must change and save every letter.
Open a standard letter and place the cursor where you want the first line of the address to go...click letters/codes window, to show the codes list...find the code CLI ADD1 and double click on it...the code will go into the letter. Repeat for CLI ADD2, CLI ADD3 etc. until you have built up the codes for the whole address. Then hide the codes window and adjust the punctuation and spacing between the new codes you have just entered. Then save the letter. Repeat for all other letters.

A message warning that the PGCOMMON.INI file has changed and I should make a system backup keeps appearing...what does this mean.
This means you have been making changes to the statistics setup, on the Option/Supervisor/Statistics screen. Changes made here are saved to this file and you should back it up soon.
Ignoring the message does no harm to the current PG6 session, but you should not ignore it for long.
If the computer is damaged or stolen, you will be able to restore a lot of your PG6 system by just reloading PG6 from the CD, but NOT the PGCOMMON.INI file, which will revert to its unchanged state. This means your statistics will be unreliable unless you restore the file from your system backup.
There is no other way ! It can ONLY be restored from backup.
Making the system backup is very easy, please read the manual on how to do it or look in the help files under system backup. It only takes 1 minute and PG6 has a built in button to do it for you. The system backup does not back up your client files, but it does back up your creditor list and standard letters so you will not have to type in all those changes again. Remember...there are two sorts of people in computing...those who have had a computer failure and lost data, and those who haven't...YET !
Make a system backup whenever the computer warns you or once a month, whichever comes soonest.
Do not forget to backup your client files also.

The message 'This file already in use' appears when I know it is not
This message should never appear, yet it does so fairly frequently ! The reason is simple...The computer has been incorrectly shut down, or has crashed or there has been a power failure.
When the program is not properly closed down, the sequence which deletes temporary and lock files does not run and at next usage of the file in use at the time, the message appears. If you are SURE that it is not in use and the message is false, it can be cleared from the Options/User screen.
On networks this file probably means that another user has the file open already.
If this file occurs frequently with false warnings, please review how you are using the program and computer to avoid improper shutdowns.
PG7 allows you to override this warning more easily in non-network situations

When I add a new creditor and move to the creditor data window, the wrong creditor is showing
This can happen, but understanding how the program works can reduce it. Firstly, its not too serious, just page back to get top the the debt you want to work with.
When you visit the creditor data window the creditor showing will be the one where the cursor was left on the FS screen. So if you leave the cursor on 'Access' then Access will be the debt showing...if you leave the cursor on a blank line...then a blank creditor will show. This can happen occasionally as a result of the cursor moving automatically to the next line after you pout in the debt amount.
PG7 has code to ensure a creditor always shows when you move to the creditor data screen.

My statistics appear for the wrong period...why ?
The statistics run uses first and last dates which are set on the 'new stats run' dialog box. However, if the adjacent 'All file dates' box is checked, then the dates are ignored and ALL files are used for the stats. Make sure that the dates are correct and the 'All file dates' box is unchecked. The dates boxes should be white if they are active and grey if the are not. The program remembers these dates so they should not need frequent re-setting.

The FS does not show both names, when a couple is involved...can we do this ?
Yes ! This depends on the entry on Client Data, for the client's sex. If you record this a C (for couple) then both names will appear at the top of the FS.

We cannot add a new creditor with the same name but a different address, to one already on the database...is this possible ?
No, if the Debt name and the Agency name and the Debt Category are all exactly the same as an existing entry, this cannot be duplicated. Possible solutions are:
1. Delete the offending creditor first then add one with the required address
2. Edit the offending address to correct it
3. Make either the debt name or the agency name, or the debt category slightly different
NB. This happens less often with ver.6.033 onwards...rules have been relaxed. But unfortunately, upgrading to 6.033 from earlier 6.0xx versions will not give you the feature without PGC having to mod your database separately.
PG7 will automatically update old versions of the creditor list to implement the latest, more relaxed rules...this problem should be very rare.

How do I add a new workers name
In some versions of PGdebt, this information is rather hidden away(!) The answer is that workers names are treated as statistics, for purposes of program housekeeping. Go to OPTIONS/SUPERVISOR/STATISTICS and you will see the worker names button. Press this and then use the controls on that page to add, delete or modify a name. The help files have been updated to make this easier to find.

I need to re-run some statistics for last year...can I do this ?
Yes, Start a new stats run and just insert the dates of the period you wish to check. Remember to reset the dates to your current ones after the run. However, the files are checked for stats, as they exist today, the figures you extract may not be identical with those produced at the original stats run, they will include changes made since then.
Generally, make the stats run soon after the end of the period for which it is required.

I have a warning message about database problems/corruption...help ?
This means the creditor address database has probably been damaged...it can happen if the PC crashes or power fails etc. whilst the database is in use...its very rare but serious !
On some versions you can repair this database with a button on Options/Supervisor/Security but if you do not have this, or it does not fix it then you have to restore the database from the system backup.
The system backup is a really vital part of PGdebt. It allows you to back up all your creditor list, standard letters, templates and stats codes...all onto one floppy. In this case the corruption was caused by a known hard disc problem on a very old computer.

I need to save a letter for use again
If the letter is to be used frequently, then make it as a standard letter, insert all the appropriate codes and just save it as a standard letter.
If the letter is particular to a specific client, dealing with particular circumstances, which are such that a standard letter is not going to be needed for other clients, but you wish to save it for use again with the same client, then save it as though it was a standard letter, but give it a name such as 'Smith01'. This name will indicate that it is special to one client and not intended for general use. Try not to accumulate too many of these..delete them when they are finished with. If you get too many it will reduce the chance of your system backup fitting on one disc. These letters are saved as part of the system backup.
The Letters/text files feature can save copies of old letters, but it is not easy to use unless you are confident with Windows files and directories. It is not recommended for general use. If you wish to try it, see the help files or read the Technical Note on the subject.
PG7 has a completely new 'draft letter' facility where any odd letters can be saved, in a different place from the standard letters list.

Can I adjust the FS top margin to print on headed paper
Sorry, this cannot be done, apart from anything else it would use up a lot of paper space and force the FS onto two pages

The stats run directory is incorrect but the 'browse' button is greyed out and cannot be used to change the directory
This is because the data directory is 'locked'.
1. Go to Options/Supervisor/Files and Paths and uncheck the box entitled 'Prevent users changing this     directory'
2. Close down PG6
3. Restart and the browse button that was inaccessible will now be available
4. Change to the correct directory
5. Run the stats
6. Reinstate the check in the Checkbox on Options/Supervisor/Files and Paths
7. Close down PG6 and restart...All will be OK in future
PG7 has code to eliminate this problem

I have a warning message about a DBISAM problem...help !
A DBISAM error is an error in the database system used by PG6 and PG7 (not 5) for many purposes. If you see this message then one of the tables is corrupt. You can try to fix this by closing down PGdebt (save your work first !) then close down the PC and restart.

If this does not fix it then start the program again and go to Options/Supervisor/Security and click the button to 'Replace corrupt tables'. If the warning specifically referred to the Creditor database (CREDITOR.DAT or CREDITOR.IDX) then click the button to 'Repair the creditor database'. Close down PGdebt and restart.

If all else fails Reload PGdebt from the CD...do not delete anything...just reload, but it is unlikely this will be required.

This warning is rare but it does occasionally happen !  If this warning comes up often, then you are almost certainly having memory problems on the PC. PGdebt requires 32mb RAM and random errors may occur with less. You should not run PGdebt on a PC with less than 32mb memory. You can conserve memory by not running any other application at the same time as PGdebt.

Sometimes the Income/Expenditure/Debt Grids look funny
On a few PCs the appearance of the main input grids can sometimes look distorted with the incorrect columns showing. This is very rare and is probably hardware related. Please try to resize the grid by dragging the left or right edge and this should force a repaint of the image. If this does not work you can try and reduce 'hardware acceleration', but this is for experts only. It may be necessary to live with this occasional glitch if you have a PC which is affected. It can usually be fixed by saving any open file then shutting down and restarting PGdebt. Less than 1% of PGdebt users have noticed this.

Word processor words and letters superimposed on printout but look fine on screen
On a small percentage of PCs, it can happen that letters and words can appear to be OK on screen, but when printed, they arte pushed together or superimposed. We are not sure why this only happens to some PCs, but the issue can be fixed by reverting to Word Processor simple mode. Go to the Options/supervisor/security screen and place a tick alongside the line "Use WP simple mode". That will cure this issue.

My internet connection is down and PGdebt will not run, what can I do ?
Not very much, unfortunately. PGdebt does need to contact the internet about once a week and if you dont have internet access this may prevent the program running. If access is intermittent then keep trying. One successful connection will last for a week if you do manage to get through. Re-installing will not help.