help...if all else fails
PG Computing is currently a very small, part
time business and intends to stay that way !
This means that, although I
always answer the phone if I am here, I am not always available for technical
help. Extending the technical help hours is not possible without a steep
increase in the initial cost of PGdebt or alternatively, making users pay for
tech. help. This latter solution is common with software providers and even '
free' technical helplines and 0800 numbers have to be paid for
If I am not contactable, please leave a
message, or preferably a fax or e-mail with FULL details of the problem and I
will deal with it as soon as possible. However, you may care to try a little
self help...here are a few suggestions.
Please note that many problems are caused
by changes in the Supervisor section of the Options windows by persons who
should not have access to these sections. Please set a genuine (secret)
Supervisor Password to keep these sections safe. Frequent other problems are
caused by not shutting the computer down properly, this may or may not be the
user's fault, but make sure everyone knows that it is VITAL to close the
machine down properly. Improper shutdown can corrupt a table which is seldom
used, but which then brings up an error days or weeks later. Later versions of
PGdebt try to combat this but prevention is better than a cure !
CABx in Northern Ireland have
their own special in-house help facilities.
CABx in Scotland have
their own help service from CAS IT services.
CABx in England and Wales have no special arrangements with PG Computing.
It is unlikely that Citizens Advice IT services (was CUBS) can help with PG6
problems, though they may be able to help with Windows or Network matters.
If all else fails try the following, in
this order, but do not delete any files:
- If its a 'This file is already in use'
problem...see the FAQ section.
- If its a 'wrong password' problem...First
be aware that the passwords are case sensitive so please try every
combination of upper and lower case for the password. If all else fails,
reload the program. Obviously, if you can beat the password by reloading,
it it vital that the CD is locked away somewhere safe !
- If its an 'Unable to find pgcommon.ini
file' problem...then either the pgcommon.ini file has been deleted or
someone has changed the path to the common files incorrectly...this may
be a network problem...check that the drive mapping is correct. This fault
can be difficult to sort out...contact PGC. The FAQ section has some help
on this also.
PG7 has code to allow you to return
to the last good configuration
- Close down other programs which are running
at the same time as PGdebt
- Try the help files...there are 200
or more pages in much more detail than the manual
- If you have a network...Ask the network
supervisor if it is a network problem
- Check the FAQ and Problems sections of
this site for help...you may not be the first to have the problem
- Check the Technical
Bulletins section of this web site. There may
be a bulletin covering your problem
- Close down PGdebt and restart...Later
versions of PGdebt check for certain corrupt files and correct these on
every startup. The program also reloads and re-reads all initial setup files
etc. so its worth doing this with all versions of PGdebt.
- Consider using the Repair buttons on Options/Supervisor/Defaults...This
will fix some errors. If the creditor database has been corrupted, the 'repair'
button here may help
- Close down the computer properly
and restart if you have not already done this...This can sometimes fix
errors and both PGdebt and Windows will reboot and reinitialise. If you
did not close down properly for any reason you may find that Scandisk will
run...this is normal Windows behaviour.
- PGdebt 5 (FIVE) ONLY...Reload disc 3...Do
NOT delete anything...just reload disc 3...this will replace most corrupt
files without changing your set-up. Check to see that the Manager Name has
been retained ( it may be lost in some early versions).
- Reload the whole program...All 3 discs
with PG5, or both discs/CD with PG6/7...again do not delete anything and
check afterwards to see that the Manager Name has been retained.
- Reload your system from your system
backup disc...You do have a system backup disc don't you?
This will restore your system to the state it was on the day you did the
system backup ! This may or may not be a good idea depending on how long
ago you did it...try other options above first.
- If only one client's file is affected
consider rewriting the whole file (give it another filename) and then delete
the original client file giving trouble. The other clients should not be
- Don't click the Court forms menu item,
even just to 'take a look' unless you need to use these forms, once this
item is clicked, the forms module loads and takes more memory, it also increases
file sizes, even if the form is not actually used for that client
If you get a lot of lockups or freezes or other
indeterminate problems...check your memory (RAM) installation. PGdebt will
run on Windows 95 computers with only 16mb RAM, but it is very tight and
problems may occur. If your PC has low RAM, consider upgrading it, RAM is
a very cost effective upgrade and more will improve everything, not just PGdebt.
Minimum RAM requirements:
Windows 95 16mb
Windows 98/me 32mb
Windows 2000 / NT4 32mb absolute minimum, 64 better.
Windows XP 64mb absolute min, 128 better, or higher if
required by Windows