13 replies to this topic

[Nim Jarc]

I've read several emails over the past year with my same problem, but I haven't read any solutions that work for me.  
We have made several appointments, and the emails go out to notify tutor and tutee of the appointment.  This works well.  However, we then proceeded to 'not show up' for these appointments, and NO confirmation/no show notification emails were sent.
We have installed the latest version:  8.1.3, we have checked each of our 3 machines to see that the version is running-it is.  We have the "Reminders utility" box and it is running.  we have read p. 107 in the reference manual (Nov 3 2004 version), we have read the "quick start manual" (several times).   :( please help.

[Mon]

Are you running the reminder utility? This is a separate utility from AccuTrack, and one of your computers (with internet access) needs to run it. We recommend that you put a shortcut to this utility in your Windows Start Up folder so Windows would launch it automatically at start up.

[Nim Jarc]

We have the reminder utility running. It's a shortcut in the start-up folder, windows launches it automatically. However, it is still not working. The status is always "idle" although, we've made several no-shows, and confirmations.
What might be the problem? :(

[Mon]

Make sure that the utility is using the correct database! The utility uses the same path set by the AccuTrack desktop software running in the same folder as the utility. To check the path, go to the folder that has the reminder utility, and double click on the acutrack.exe file in that folder. Sign in to System Administration and click on Database and then Database Location. This will show you the path. While you here, also check the email settings. Go back to System Administration and click on Setup - Options and then on the "Email Settings" node. you will see a "Test" buton for testing the email setting. Click on this button and see what you get.

Let us know what you find out.

[Nim Jarc]

We checked the database...it shows T:\ACCUDATA\.... Looks like there's no reminder utility on the T drive. We checked the email test settings, they worked fine. We swapped "ACCUDATA" files from the T: drive to the C: drive, therefore chaning the database to C:\Program Files......etc. It still didn't work. :(

[Mon]

You don't need the utlity on the T drive. The path this utility uses needs to be pointing to your real database though. The path is set by the AccuTrack software running on this computer.

T:\AccuData does not seem to be the correct installation path for the database. Your shared drive (e.g. T) should be mapped to the parent folder of the AccuData folder and not to AccuData folder directly. Mapping to the data folder directly means that AccuTrack will not have access to the DataDic folder and other folders the software creates (e.g. Updates and Backup folders). Instead, your mapped network drive should be called something like "AccuShared", and this folder should contain both the AccuData and AccuDic folders:

T:\AccuShared\AccuData
T:\AccuShared\AccuDic

You can then use the Database Location screen and save the path: T:\AccuShared\AccuData

The computer running the appointment reminder utility should also be pointing to T:\AccuShared\AccuData. To set this path you would launch AccuTrack on this computer and then use the Database Location screen to select it. Click on Save and the path would be saved. If you change the path, you will need to restart the application. When you relaunch, go to the Reports screen and generate an attendance report for "This week" to verify you are using the correct data path.

After saving the path, check that the email server is set up correctly. You do this by clicking on the Setup - Options node and then on "Email Settings". If the mail server seems correct, click on "Test Email Settings" and check the results.

Let me know if you have other questions.

[Nim Jarc]

We checked the mapping of the T:, it is pointed to the parent folder of the AccuData. Everything seems to be in order. However, the reminder utility is still in idle status. If we disconnect the T:, is it going to fix the problem?

[Mon]

What happens when you launch AccuTrack (on the same computer that has the Reminder Utility) and click on "Test Email Settings" as described above? If no error then I'm not sure what's going on and the only way to figure it out be to log into your computer via Windows Remote Assistance. You will need your network admin to set this up.

[cbasoz]

I'm investigating the issue and I need some clarification.

1) Email Appointment Confirmation to Tutors and/or Students are set, right?
2) When an appointment is set or cancelled, emails are sent, right?
3) Send Appointment reminder emails option is checked,right?
4) Email notifications are sent, right?

5) Send No-Show notification emails option, is this CHECKED?
6) Phrase:

<<AppointmentInfoList>>

is NOT removed from 'No -Show Email Template'?
7) Students who didn't show up have valid email addresses entered?

[Nim Jarc]

Yes, everything you asked is correct. We tried today to run the reminder utility. When the time to send email for an appointment in advance approached, it suddenly started to work. However, it opened a box and is asking to locate "wwIPStuff" dll. file. It is searching in Accu80 folder. We found a file just like that in the libs folder....... with lower caps (wwwipstuff). We clicked on it......and nothing happened. Perhaps, this file is missing from the database, or it is corrupted.

[Mon]

I see. This explains the problem! The wwIPStuf.dll is needed for sending out email. A copy of this file should exist in your AccuTrack "Libs" folder. The Libs folder should exist in your Accu8 folder which would aldo have the reminder utility. Copying the wwIPStuf.dll file to the folder that has your apptreminders.exe file should fix this problem!

[Nim Jarc]

Yes, we have the wwipstuff.dll file in the libs folder. It is in the reminder utility folder. But it still looking for this file, although we already have it.

[Mon]

As I mentioned above, copy the wwIPStuf.dll file to the folder that has your apptreminders.exe file (not the Libs folder).

[Nim Jarc]

Thank you very much for all your help, it finallly worked...... :)