User Guide. Troubleshooting Guide

Transcription

1 User Guide Troubleshooting Guide

2 $$3$ Star-ng$/$Launching$STX$Challenges$ $$4$ Login$Challenges$ $$5$ Setup$Challenges$ $$6$ Appointment$Challenges$ $$7$ Transac-on$Challenges$ $$8$ Purchase$Order$Challenges$ $$8$ Client$Marke-ng$Challenges$ $$9$ Daily$Hours$&$Payroll$Challenges$ $$9$ Reports$Challenges$ 10$ Upda-ng$Challenges$ 10$ idevice$challenges Table of Contents Additional Support Resources This$Troubleshoo-ng$Guide$is$designed$to$help$you$solve$many$of$the$most$common$challenges$encountered$ when$using$the$stx$desktop$so5ware.$$ STX$ uses$ server $ files$ when$ accessing$ the$ database.$ If$ you$ have$ only$ a$ single$ computer,$ that$ is$ your$ Server$ computer.$ If$ you$ have$ more$ than$ one$ computer$ on$ a$ local$ network,$ there$ is$ a$ Server$ computer$ with$ Worksta-on$computers$connec-ng$to$the$Server$computer$through$a$local$/$remote$network.$$ Always$ make$ sure$ the$ Server$ computer$ is$ never$ set$ to$ go$ to$ sleep,$ the$ Firewall$ is$ turned$ off,$ and$ the$ STX$ applica-on$is$not$listed$in$the$login$items.$each$of$these$se`ngs$can$be$found$by$going$to$the$apple$menu$and$ selec-ng$the$system$preferences$op-on.$ Security$&$Privacy$>$Firewall$tab$>$Firewall$should$be$Off$ Energy$Saver$>$Sleep$op-ons:$$ Computer$sleep$ slider$bar $should$be$never$ Put$Hard$Disks$to$sleep$when$possible$should$be$unchecked$ Enable$Power$Nap$should$be$unchecked$ $Users$and$Groups$>$Admin$User$>$Login$Items$tab$should$not$have$STX$listed$ For$ addi-onal$ assistance$ please$ feel$ free$ to$ contact$ the$ STX$ technical$ support$ department$ at$ $ Please$note,$technical$support$fees$may$apply.$ The$ following$ are$ technical$ support$ phone$ numbers$ for$ third$ party$ companies$ whose$ informa-on$ may$ be$ related$to$your$challenge:$ Apple:$ $ First*Na-onwide*Payments:$ $ Aatrix*Payroll:$ $ CheckMark*Payroll:$ $ Dymo*Label*Writer:$ STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 2$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

3 Starting / Launching STX CHALLENGE:*Unable*to*connect*to*the*server Descrip-on:$ The$ STX$ applica-on$ is$ not$ able$ to$ connect$ with$ the$ files$located$on$the$server$computer.$ Click$the$Choose*another*server *bueon. If$the$above$error$message$is$showing$on$the$Server$and$STX$can t$be$started:$ Enter$ $in$the$Server$Address$field$and$click$OK.$ If$the$same$window$reappears,$restart$the$Server$computer$properly$using$the$Apple$ menu$and$select$the$ Restart $op-on.$ If$the$challenge$persists,$contact$STX$technical$support.$ If$the$above$error$message$is$showing$on$a$local$Worksta-on$and$STX$can$be$started$on$ the$server,$you$should$see$the$server$listed$in$the$local$servers$box.$if$not: Check$the$network$connec-on$of$the$worksta-on$computer:$ If$Ethernet:$ Check$the$cable$connec-on$to$the$computer,$hub,$switch,$router$and/or$wireless$base$sta-on.$Simply,$unplug$ and$plug$in$each$end$of$the$cable.$ The$cable$connec-ng$to$this$Worksta-on$computer$is$poten-ally$malfunc-oning.$Replace$the$cable.$ If$Wireless:$ $ Check$ the$ wireless$ network,$ making$ sure$ it$ is$ connec-ng$ to$ the$ same$ network$ currently$ connected$ to$ the$ server.$ Other:$ This$Worksta-on$computer$is$malfunc-oning.$Contact$a$hardware$professional.$ If$the$above$error$message$is$showing$on$a$Remote*Worksta-on$and$STX$can$be$started$on$both$the$Server$and$ the$local$worksta-on$computer(s):$ 1.$The$Server$IP$address$has$probably$changed.$Follow$these$steps$to$look$up$and$enter$the$new$IP$address:$ On$the$Server$computer,$go$to$ Click$the$What*Is*My*IP*Address$link$ Record$the$IP$Address$ Enter$the$IP$address$on$the$Remote*Worksta-on$in$the$Server$Address$field$ 2.$$The$Internet$router,$modem$or$wireless$base$sta-on$is$no$longer$connec-ng$properly.$Check$the$following:$ Be$sure$the$ethernet$cable$is$properly$connec-ng$to$the$modem,$router$or$wireless$base$sta-on.$Unplug$and$ remplug$each$end$of$the$cable.$ Be$sure$the$modem,$router$or$wireless$base$sta-on$is$turned$on.$ The$modem,$router$or$wireless$base$sta-on$may$need$to$be$restarted/rebooted.$ The$modem,$router$or$wireless$base$sta-on$may$need$to$be$reconfigured$for$Remote$Access.$Contact$your$ network$professional$to$assist$with$port$forwarding$or$se`ng$up$a$vpn. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 3$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

4 Login Challenges Challenge:*Entering*the*correct*password,*but*it*is*not*being*accepted.* Solu-on:$Make$sure$the$Caps$Lock$key$is$off$on$the$keyboard.$Passwords$are$case$sensi-ve.$ Challenge:*Employee*login*and*password*will*not*work.* Solu-on:$The$employee$ID$field$might$have$a$blank$space$at$either$the$beginning$or$the$end$of$it.$$ 1.$Log$into$STX$using$the$OWNER$password.$ 2.$Go$to$Setup$>$Employees$ 3.$Click$to$highlight$the$employee$having$challenges$logging$into$STX.$ 4.$Doublemclick$the$ID$field$and$reenter$the$ID.$ 5.$Click$Save.$ 6.$Close$the$Employee$Setup$Window.$ 7.$Log$Out.$ 8.$Log$into$STX$using$the$employee s$id$and$password.$ Challenge:*"Your*STX*License*will*expire*soon. ** Solu-on:$Call$STX$So5ware$at$ $Monday$ $Friday$9am$ $5pm$ET$to$request$a$renewed$license$key.$ Challenge:*The*STX*icon*is*missing*from*the*Dock.* Solu-on:$The$icon$must$have$accidentally$been$removed$from$the$Dock.$To$put$the$icon$(shortcut)$for$STX$back$ into$the$dock:$ 1.$Open$a$new$Finder$window.$ 2.$Open$the$Applica-ons$folder.$ 3.$ Drag$ STX$ to$ the$ dock$ and$ place$ the$ icon$ into$ the$ desired$ loca-on.$ The$ other$ dock$ icons$ will$ move$ when$ you re$dragging$stx$around$the$dock.$ Challenge:* Account*Temporarily*Disabled * Solu-on:$The$account$is$only$locked$for$30$minutes$star-ng$on$the$sixth$failure$and$rese`ng$for$30$minutes$ each$ -me$ a$ password$ is$ aeempted$ WITHIN$ that$ first$ 30$ minute$ period.$ Even$ if$ the$ CORRECT$ password$ is$ entered$during$the$30mminute$lockout,$it$will$not$accept$it.$instead$the$-mer$will$start$the$30mminute$wai-ng$ period$over$again.$ For$ STX$ v284$ or$ higher$ will$ allow$ for$ a$ recovery$ code$ to$ be$ ed$ or$ texted$ to$ the$ OWNER$ to$ reset$ the$ OWNER$ only$ Password.$ If$ an$ $ or$ mobile$ phone$ number$ to$ receive$ texts$ for$ the$ OWNER$ password$ recovery$in$the$stx$so5ware$has$not$been$setup,$please$contact$stx$support$at$ $to$update$the$ STX$So5ware$or$receive$addi-onal$assistance.$ If$you$have$locked$an$employee$account,$the$owner$will$need$to$log$into$STX$and$reset$the$password$for$the$ employee$ by$ going$ to$ Setup$ >$ Employees$ >$ Security$ tab$ for$ the$ locked$ out$ employee.$ Click$ the$ Change$ Password$bueon$to$reset$the$employee s$password.$ STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 4$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

5 Setup Challenges Challenge:*When*entering*a*new*item*in*Setup,*the*name*reverts*to*New...*when*the*window*is*closed.* Solu-on:$Make$sure$to$Tab$out$of$the$name$field$to$record$the$change$before$closing$the$window.$$ The$name$being$entered$may$already$be$in$use.$Try$another$name.$If$you$do$not$see$the$duplicate$name$in$the$ list$of$ac-ve$items,$check$the$show$inac-ve$checkbox$to$show$inac-ve$items.$if$a$duplicate$exists,$then$rename$ either$the$inac-ve$or$new$item$and$click$save.$ Challenge:*An*en-re*group*of*items*previously*entered*are*now*missing*/*not*showing.* Solu-on:$The$group$must$have$inadvertently$been$made$inac-ve.$Check$the$Show$Inac-ve$checkbox$which$will$ reveal$inac-ve$items.$check$the$ac-ve$box$to$make$the$appropriate$group$ac-ve.$ Challenge:*How*do*I*select*the*services*to*be*taxed?* Solu-on:$Enter$the$service$tax$percentage$in$Setup$>$General$>$Company$Info.$Then$go$to$Setup$>$Services$>$ Services$tab.$Highlight$a$service$and$check$the$Taxable$checkbox.$ Challenge:* The*serviceGroup*property*of*STXMService*must*have*a*STXMServiceGroup*assigned. * Solu-on:$At$least$one$Service$Note$Type$needs$to$be$ac-vate:$ 1.$Go$to$Setup$>$Services$and$click$the$Notes$tab.$ 2.$Click$Show$Inac-ve$checkbox$to$ac-vate$the$General$note$type.$ 3.$Click$the$Save*bueon. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 5$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

6 Appointment Challenges Challenge:*An*employee*is*not*showing*on*the*appointment*book.* Solu-ons:$The$employee$is$either$terminated$or$the$ Allow$booking$this$employee$checkbox $is$unchecked.$ Terminated$Employee:$ Go$to$Setup$>$Employees$and$check$the$Show$Terminated$checkbox$ Click$the$name$of$the$terminated$employee$ Go$to$the$Payroll$tab$and$remove$the$Termina-on$Date$ Click$the$Save$bueon$and$close$the$window$ Allow$booking$this$employee $checkbox$not$checked:$ Go$to$Setup$>$Employees$and$click$the$name$of$the$employee$ Go$to$the$Services$tab$ Check$the$ Allow$booking$this$employee $checkbox$ Click$the$Save$bueon$and$close$the$window$ Challenge:* Even* though* the* calendar* shows* the* -me* slot* is* available,* the* system* will* not* allow* an* appointment*to*be*booked.* Solu-ons:$Either$the$Service$-me$interval$is$0$or$blank,$or$there$is$an$unavailable$Resource.$$ $If$the$service$requires$a$resource,$the$resource$may$not$be$available.$Review$other$appointments$scheduled$ for$the$same$-me$of$the$day$and$see$if$all$the$required$resources$will$be$in$use$at$the$-me$you$are$trying$to$ book$this$service.$ $If$the$service$does$not$require$a$resource$or$the$required$resources$are$available$then:$ Go$to$Setup$>$Employees$>$Services$tab$for$the$employee$you re$trying$to$book$ Highlight$the$Service$and$look$at$Selected$Service$Detail$to$make$sure$at$least$one$interval$is$checked$as$ Book$ Employee$ or$ Book$ Associate$ and$ the$ interval$ has$ the$ number$ of$ minutes$ the$ service$ takes$ to$ perform.$ Challenge:*Services*an*employee*performs*are*not*showing*up*when*I*go*to*book*an*appointment*for*them.* Solu-on:$The$services$are$not$set$properly$on$the$employee$record.$ Go$to$Setup$>$Employees$>$Services$tab$for$the$employee$you re$trying$to$book$ Make$sure$all$services$the$employee$performs$have$a$check$in$the$checkboxes$ Highlight$the$Service$and$look$at$Selected$Service$Detail$to$make$sure$at$least$one$interval$is$checked$as$Book$ Employee$or$Book$Associate$and$the$interval$has$the$number$of$minutes$the$service$takes$to$perform. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 6$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

7 Transaction Challenges Challenge:* Entering* a* Cash* In/Out* transac-on* or* trying* to* open* Cash* Coun-ng* but* the* buyons* are* not* available.* Solu-ons:$There$must$be$a$cash$drawer$configured,$and$the$logged$in$employee$must$have$security$access$to$ perform$the$cash$in/out$and$cash$coun-ng.$ STX$requires$a$Cash$Drawer$be$configured$for$each$computer$in$order$to$enter$cash$transac-ons.$ Go$to$Setup$>$General$>$Cash$Drawer$ Select$the$Cash$Drawer$to$configure$(use$the$ none $port$if$no$cash$drawer$is$aeached$to$this$computer)$ Check$the$employee's$password$access.$ Go$to$Setup$>$Employees$>$Security$tab$for$the$employee$ Click$the$triangle$down$next$to$Transac-ons$ Make$sure$access$is$given$for$Cash$In/Out$and$Cash$Coun-ng,$if$appropriate$ Challenge:*A*refund*to*a*credit*card*needs*to*be*completed.* Solu-on:$PLEASE$NOTE:$Never$adjust$or$refund$on$the$original$-cket.$Always$make$a$new$-cket.$Remember,$ once$a$-cket$has$been$paid$for$it$is$done.$addi-onal$charges,$refunds,$etc.$should$be$done$on$a$new$-cket.$ 1.$Create$a$New$-cket$for$the$client.$ 2.$Any$Credit$Card$Refund$MUST$have$a$corresponding$item$on$the$refund$tab.$Go$to$the$Refunds$tab$and$enter$ select$a$service$or$product.$select$the$appropriate$employee,$then$make$sure$the$net$price$reflects$the$correct$ amount$because$that$is$the$amount$that$will$be$refunded.$ 3.$Click$the$Payments$tab$and$select$the$payment$type$of$the$CC$you$are$refunding.$ 4.$Swipe$the$card$or$manually$key$in$the$number$and$expira-on$date.$ 5.$Put$in$the$refund$amount$as$a$nega-ve$m$DO$NOT$CLICK$AUTHORIZE.$ 6.$Once$refund$amount$is$entered$as$a$nega-ve$value,$use$your$ tab $key$to$tab$on$through$ 7.$Cancel$and$Credit$will$be$the$only$bueons$you$should$see.$ 8.$Click$the$ Credit $bueon$to$process$the$refund$back$to$the$credit$card.$ Challenge:*AZer*doing*a*client*visit*refund*with*cash*back,*my*cash*coun-ng*sheet*if*off*by*the*exact*amount* of*the*refund.* Solu-on:$The$transac-on$total$will$show$change$back$if$the$refund$amount$is$more$than$the$purchase$amount.$ You$must$click$the$Cash$icon$and$enter$a$nega-ve$(m)$in$front$of$the$amount$to$be$refunded$in$order$for$cash$ coun-ng$to$balance.$ Challenge:*Cash*Coun-ng*Sheet*is*off*and*the*prior*closing*balance*is*being*carried*over*into*the*next*day's* totals.* Solu-on:$ The$ prior$ closing$ balance$ will$ carry$ over$ if$ the$ prior$ day's$ cash$ drawer$ was$ not$ closed$ in$ Cash$ Coun-ng.$You$must$click$the$Close$Drawer$bueon$when$Cash$Short$and$Cash$Over$are$both$$0.00.$The$prior$ closing$balance$will$s-ll$appear$in$cash$coun-ng,$but$will$not$be$added$to$the$current$day's$balances.$ Challenge:*GiZ*cer-ficate*for*a*client*seems*to*be*missing.* Solu-on:$Check$the$Unused$checkbox$on$the$Payments$tab$to$show$all$gi5$cer-ficates$with$unused$balances$ for$all$clients.$find$the$gi5$cer-ficate$by$number,$check$the$use$box$to$select$the$gi5$cer-ficate$and$aeach$it$to$ the$client. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 7$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

8 Challenge:* When* on* the* GiZs* tab* of* a* -cket,* receive* the* Error* screen* similar* to,* * Error* execu-ng* SQL:* Excep-on*239*(22:001)*Data*excep-on* *string*data,*right*trunca-on.*... * Solu-on:$ The$ maximum$ number$ of$ characters$ that$ can$ add$ in$ the$ Message$ Field$ of$ a$ Gi5$ Cer-ficate$ is$ 200.$ Click$OK,$then$state$the$message$in$less$than$200$total$characters.$ Challenge:*"The*payment*is*not*fully*filled*in."*However*on*the*-cket,*the*payment*types*and*amounts*are* correct*and*there*is*no*balance*due.* Solu-ons:$One$if$the$fields$related$to$an$ac-vated$payment$type$on$the$-cket$is$not$filled$in.$ $A$payment$type$setup$to$use$the$reference$field$does$not$have$informa-on$entered.$Enter$the$appropriate$ informa-on$ into$ the$ reference$ field.$ Or$ go$ to$ Setup$ >$ Finance$ >$ Payment$ Types$ tab.$ Uncheck$ the$ Uses$ Reference$Field$checkbox$for$the$payment$type.$ $An$amount$was$entered$in$the$amount$field$without$clicking$on$the$payment$icon.$Always$click$the$payment$ type$icon$first$and$then$enter$or$change$the$amount.$ $A$payment$type$was$selected$by$clicking$the$payment$icon,$then$the$amount$entered$was$deleted.$Click$the$ payment$type$icon$to$deselect$it.$ Challenge:*Credit*card*reader*is*not*reading*the*card*numbers*when*it*is*swiped.* Solu-on:$ It$ is$ very$ common$ for$ the$ MagTek$ card$ reader$ to$ get$ dirty.$ It$ may$ not$ read$ any$ or$ all$ of$ the$ informa-on$on$the$magne-c$stripe.$wrap$a$dollar$bill$around$a$credit$card$and$run$it$through$the$card$reader$ several$-mes.$the$paper$currency$is$printed$on$is$the$best$cleaner.$ Purchase Order Challenges Challenge:*The*purchase*orders*are*not*upda-ng*the*On*Hand*quan--es.* Solu-on:$Two$items$are$required$to$update$the$On$Hand$quan--es$when$the$delivery$is$saved:$ 1.$Click$the$checkbox$in$the$Closed$column$for$all$products$received.$ 2.$Enter$the$Date$Delivered.$ Challenge:*Inac-ve*products*are*showing*up*on*purchase*orders.* Solu-on:$Inac-ve$products$will$only$show$on$the$purchase$order$if$the$On$Hand$and$Minimum$quan--es$are$ greater$than$0.$ Go$to$Setup$>$Products$>$Products$tab$ Check$the$Show$Inac-ve$checkbox$ Find$the$appropriate$product$ Enter$0$(zero)$for$the$On$Hand$Qty$and$the$Minimum$Qty$ Click$the$Save$bueon$and$close$the$window Client Marketing Challenges Challenge:*Error*Massage*h*SQL*Error*Syntax*Error*039*h*In*Client*Marke-ng* Solu-on:$ The$ following$ message$ will$ display$ in$ Client$ Marke-ng$ when$ trying$ to$ set$ Client$ Filters$ if$ the$ filter$ used$requires$a$date$and$the$computer s$apple$system$preferences$date$format$is$not$set$correctly.$ 1.$Go$to$the$Apple$menu$and$select$System$Preferences$ 2.$Click$on$Language$&$Region$ 3.$Click$on$Advance$to$view$Dates.$Make$sure$all$the$Date$formats$are$set$with$the$4mdigit$year.$Example:$year$is$ formaeed$for$2016$not$16. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 8$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

9 Daily Hours & Payroll Challenges Challenge:*When*Processing*Payroll,*some*or*all*employee's*hours*are*showing*up*under*over-me,*and*the* business*doesn t*pay*over-me.* Solu-on:$Over-me$se`ngs$have$not$been$entered$properly.$Go$to$Setup$>$General$>$Company$Info.$If$you$do$ not$ pay$ a$ Daily$ over-me,$ enter$ 24$ in$ the$ Over-me$ Starts:$ Daily$ field.$ If$ you$ do$ not$ pay$ a$ weekly$ over-me,$ enter$168$in$the$over-me$starts:$weekly$field.$click$the$save$bueon$and$close$the$window.$ Challenge:*When*Processing*Payroll,*some*employees*have* Invalid *listed*in*the*gross*pay*column.* Solu-on:$The$payroll$method$assigned$to$the$employee$has$a$scale$that$is$set$to$Calculate$Weekly.$This$only$ works$if$the$number$of$days$in$the$pay$period$entered$is$exactly$divisible$by$7m$such$as$7,$14,$etc.$either$change$ the$ scale$ to$ Calculate$ by$ Pay$ Period$ or$ change$ the$ star-ng$ and$ ending$ dates$ of$ the$ pay$ period$ to$ equal$ divisions$of$7. Reports Challenges Challenge:*When*trying*to*print*a*report*and*it*looks*like*it*is*going*to*the*printer*but*the*printer*never*starts.* No*error*message*appears.* Solu-on:$ The$ print$ queue$ has$ most$ likely$ been$ stopped.$ To$ start$ the$ print$ queue,$ open$ Finder$ and$ click$ Applica-ons.$ Select$ U-li-es$ and$ look$ for$ Print$ Center$ or$ Printer$ Setup$ U-lity.$ Doublemclick$ to$ open$ the$ applica-on.$ Doublemclick$ on$ the$ printer$ name$ in$ the$ Printer$ List$ and$ click$ Start$ Jobs.$ The$ printer$ should$ start$ prin-ng.$ If$not,$restart$the$computer$the$printer$is$connected$to,$restart$the$printer$and,$if$your$printer$is$connected$to$a$ network,$restart$the$hub,$switch,$router$or$wireless$base$sta-on.$ Challenge:*Inventory*labels*will*not*align*when*trying*to*print*them.* Solu-on:$Most$likely$the$printer$driver$needs$updated.$This$is$not$an$STX$so5ware$challenge.$Please$Check$the$ documenta-on$ that$ came$ with$ the$ printer$ or$ find$ technical$ support$ for$ the$ printer$ on$ the$ manufacturer s$ website.$ Challenge:*QuickBooks*export*/*import*is*failing.* Solu-ons:$When$using$QuickBooks$with$STX,$Tips$Le5$in$Drawer$cannot$be$used$to$record$-ps$on$the$Payments$ tab$ of$ Client$ Visit$ transac-ons.$ These$-ps$ are$ not$ included$ in$ the$ exported$ file,$ rendering$ it$ out$ of$ balance,$ which$will$prevent$it$from$being$imported$into$quickbooks.$ If$these$-ps$are$being$deposited,$record$them$as$Tips$Paid$Out,$run$the$-ps$report$to$determine$the$correct$ amount$and$edit$the$journal$entry$in$quickbooks$a5er$it$has$been$imported.$ Next,$review$Null$transac-ons.$If$Cash$in$/$Out$-ckets$are$missing$an$assigned$account$selec-on,$STX$will$not$ export$list.$ Lastly,$make$sure$Accounts$are$not$missing$ numbers $in$their$setup.$go$to$setup.$click$finance$and$go$to$the$ Accounts$tab$to$be$sure$all$accounts$have$an$appropriate$QuickBooks$account$# s. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 9$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017

10 Updating STX Challenges Challenge:*"This*version*of*STX*requires*version*XX*(lower*number)*of*the*STX*Database.*The*database*is* currently*at*version*xx*(higher*number).*please*upgrade*the*applica-on*and*try*again."* Solu-on:$You$upgraded$the$database,$but$did$not$install$the$new$STX$applica-on.$Please$refer$to$the$upgrade$ instruc-ons$to$install$the$new$stx$applica-on$and$follow$all$steps$precisely.$if$the$challenge$persists,$contact$ STX$technical$support$at$ $ Challenge:*"This*version*of*STX*requires*version*XX*(higher*number)*of*the*STX*Database.*The*database*is* currently*at*version*xx*(lower*number).*please*upgrade*the*database*and*try*again."* Solu-on:$You$installed$the$new$STX$applica-on,$but$did$not$upgrade$the$database.$Please$refer$to$the$upgrade$ instruc-ons$ to$ upgrade$ the$ database$ and$ follow$ all$ steps$ precisely.$ If$ the$ challenge$ persists,$ contact$ STX$ technical$support$at$ idevice Challenges Challenge:*An*iDevice*that*previously*successfully*connected*now*will*not*connect*to*the*STX*database.* Solu-ons:$First$power$down$the$iDevice$completely$and$then$restart$it$and$try$to$connect$to$STX.$If$the$device$ will$s-ll$not$connect:$ 1.$Shut$down$STX$on$any$worksta-on$computers.$ 2.$Quit$STX$on$the$Server.$ 3.$Go$to$the$Apple$menu$and$select$the$Restart$op-on.$ 4.$A5er$the$Server$has$restarted,$start$STX$on$that$computer$and$any$worksta-on$computers.$ 5.$Open$STX$on$the$iDevice.$ If$the$device$is$s-ll$unable$to$connect:$ Follow$Steps$1$ $2$above.$ 3.$Go$to$the$Apple$menu$and$select$the$Shut$Down$op-on.$ 4.$Power$off$your$internet$connec-on$device$(router$or$modem).$$ 5.$Wait$30$seconds.$ 6.$Restart$the$internet$connec-on$device.$ 7.$Turn$on$the$Server$computer.$ 8.$Restart$STX$on$that$computer$and$any$worksta-on$computers.$ 9.$Open$STX$on$the$iDevice.$ If$ you$ s-ll$ cannot$ connect$ the$ device,$ please$ contact$ STX$ Technical$ Support$ for$ addi-onal$ troubleshoo-ng$ assistance.$ $ Challenge:*Unable*to*pair*an*iDevice*which*has*never*been*connected*to*the*STX*database.* Solu-on:$ Review$ the$ complete$ idevice$ setup$ guide$ at$ hep://stxso5ware.com/desktopmpdfs$ and$ click$ the$ document$-tled$stx$and$ios$devices. STX$Troubleshoo-ng$Guide$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ 10$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ $STX$So5ware,$LLC$2017