7 replies to this topic

[hoch-oescher.m@gmc.edu]

We have v 9.1.4 and are having several problems that we had in Oct 2006 (as posted to forums by Bill Kershner at that time)
1. System is freezing/or very very slow - can not make appointments 2. Students and tutors are not getting email confirmation 3. after finally exiting A/T, task manager shows accutr.exe still running and using 99% CPU 4. "Reschedule" function doesn't seem to work 5. When making an appointment, getting "given period conflicts with tutors schedule" yet time is open
What should IT do to fix these problems? Thank you

[Mon]

Sorry to hear about your troubles.

I'd start by performing basic troubleshooting steps as outlined here:

http://www.accutrack...roubleshoot.htm

Following these steps will ensure you are running the latest maintenance release for your software (The AccuTrack 9 version you mentioned is outdated). It will also ensure that your database is indexed correctly.

NOTE: If you have a Priority Support subscription we can do the troubleshooting for you via a remote assistance session.

Let us know how it goes.

[hoch-oescher.m@gmc.edu]

Hi Mon,
IT upgraded on Friday, but we are still having all the problems, most notably, that accutr.exe is still running in the backgroup taking up 99% CPU and recipients are not getting emails. It just took 45 minutes to schedule 3 appointments. Please advise.

[Mon]

Oh wow! 45 minutes to schedule 3 appointments! It should take less than 45 seconds. Actually on my computer it's instantaneous. We know there is a problem there, so let's start troubleshooting:

1) Open the AccuTrack database folder in Windows Explorer (go to System Administration and click on "Database" and then "Database Location" to find their location). Click on View - Details, and sort files by size. Look for the largest file sizes. Unusually large files could be the cause of this problem. If you do find some large files, post back with their names and sizes.

2) If the files are not unusually large, it could be a network issue. Try the following test to verify:

1. Go to System Administration and click on "Database" and then "Database Location". You will see the path to your database folder.

2. Copy the database folder from the network to your local drive (e.g. C:\AccuData). You may also want to copy the DataDic folder.

3. Using the database location screen, change the path to the local drive (e.g. C:\AccuData) and click Save.

4. Restart AccuTrack. The software is now using the database on the local drive.

5. Try a few sample sign-ins to test the speed. If the sign-ins are instantaneous (as they should be), then the problem is with the network speed and you will need to have your IT dept work on that. Note that if it is a network problem, just copying files from the network (step 2 above) would show the problem as Windows will have a hard time copying files on slow network.

Try the above and let us know what you find out.

[billkershner]

Hi Mon,

This is Marc Rocque rocque.m@gmc.edu I'm the Associate Director of Technical Services at GMC. The slowness of working in the system is directly attributed to the 99% CPU once the first appointment is made. I carried out the above steps for copying the database locally. Once an appointment is made, the email notification does not go out and the local CPU jumps to 99%. Are there other schools experiencing the same problems?

I have verified that we area at Version 9.1.5 and have carried out the database repair with no positive result.

Thanks,
Marc

[Mon]

OK. Then it might be that there is something wrong with your SMTP server. Maybe it's port is blocked or it is way too slow. To verify, turn off appointment email notification and then schedule some test appointments.

[hoch-oescher.m@gmc.edu]

OK.  Then it might be that there is something wrong with your SMTP server.  Maybe it's port is blocked or it is way too slow.  To verify, turn off appointment email notification and then schedule some test appointments.

<{POST_SNAPBACK}>

Hi Mon,
I have turned off email notification and the problem still occurs. Have other schools had this problem? What is the next step we can try?
Thanks,
Meredith

[Mon]

This is strange. I have not heard of this problem from other users.

AccuTR performs scheduled tasks such ss email and imports. If it is not the email part that is causing the issue, then perhaps it's something else like the scheduled import.

One brute force solution would be to disable AccuTR completely. You can rename the 'accutr.exe' file in your AccuTrack installation folder to something else like "z_accutr.exe". This way the utility would not run at all.

Also make sure that the software is installed properly (i.e. local installation of the software with shared database. The software should NOT be running off your server).

Finally, run an anti virus check and anti spy check on the computer. Perhaps the problem is caused by a virus.

Let us know what you find out.