7 replies to this topic

[laura]

Hi,

One of my end-users received the following error message while making appointments:
AccuTrack Error:file access is denied
c:\users\her username\appdata\local\temp\00000x091bvv.tmp
Another user is accessing the data. Try again later.

She is the only one using that pc and she is only logged into AccuTrack once. She logs out of AccuTrack each evening and reboots her pc every night as well. So files aren't being left open for long periods of time.

The appointment gets made correctly but the automatic email does not get generated or sent out.

Two questions, any ideas on what is going on and how to fix?

Is there a way to send the emails through AccuTrack even though this process has failed? We know she could grab the list of people who didn't get an email and send them through her personal email but we want AccuTrack to generate them.

Thanks,
laura

[cbasoz]

Laura,
Would you please send error files from her computer.
To do so, from her computer:
-Sign in as an admin (root level).
-In Administration screen be sure Expanded mode is checked
-Go to Help Center and click "Send Error Files"

I will check the detailed information, if any, in those files.

Thank you.

[laura]

Hi Cetin,

We'll send the files later today, probably this afternoon. Is there any special set up we need to have in place for this process to work? Does anything need to be turned on, turned off? I have no idea what that could be, just thought I would check if there was a setting that needed to be on or off. I have never used this process before.

Thanks,
laura

[laura]

Hi Cetin,

I have not heard beck from the end user with all the issues. In the meantime I decided to test the "Send Error File" link and received the following error message.

Failure to upload files.
550 5.1.1 http://mail.google.c....py?answer=6596
dt3si4747061vdb.54

All I can do is click okay. I am not an end user of AccuTrack so I don't believe I have any error files to send from my pc. Is that what this error message is saying or is something else going on?

Thanks,
laura

[laura]

HI Cetin,

My end user with the problems just tried "send error files" and received the same error message as me; failure to upload files (see my previous post). If you can let me know what needs to happen for this to work or tell me what files I am looking for, I will send them along. Please be warned, I have been unable to attach files to my posts. I get an error message telling me I don't have permission. I'll need to know how to get that to work or a work-around.

Thanks.
laura

[laura]

Hi,

So last night I gave my end user with all the issues full administrative rights to her pc. Today it is running better with no error messages. I can give her full admin rights temporarily while we trouble shoot but I am not supposed to allow that forever. Also, I cannot give full admin rights to the users to the pcs in the labs. Is there a list of files that I could grant full rights to for these users instead of the whole pc? Is this my problem? I have tutors who need to manage their own appointments in AccuTrack. If I recall correctly, WebLink does not give me the full options of the Appointment Wizard in AccuTrack.

Do users need to have full administrative rights to their pc for AccuTrack to run correctly? I should add that I do not have these issues with my other 2 centers and these problems have just started occurring since updating to AccuTrack 11. We are running 11.4.

Thanks,
laura

[Mon]

Regarding not being able to send error files: The error message you got shows Google is set up as your AccuTrack SMTP mail server. However, Google is not supported because it requires SSL. You need to use a standard SMTP account with no encryption with AccuTrack. There are several ways to get one including installation on your Windows server or via third party company (ours charges $36 annually for unlimited SMTP accounts).

[laura]

Thanks. I'll talk to the server guys and see what we can do.

laura