Support - Known Issues

Below are known issues and steps to resolve them.

Accounting

• My GST Return does not match the Cashbook - why? (New Zealand only)
• My Cashbook Complete bank balance is incorrect

Printing

• Get a Runtime Error when printing / Does nothing when I print
• Lines on a report are missing or in the wrong place
• Can't Preview any report
• Get "Error in Font Initialisation"
• Keeps on printing to my fax
• Keeps on printing to my PDF printer
• I Get a Spool32 error
• Envelopes don't print correctly

Operational Problems

• Cashbook Complete doesn’t run properly anymore
• I’m having printing problems
• I get an error when doing a restore from backup
• My envelopes don't print properly
• My Repair and Compact fails
• The GST Return (for New Zealand only) isn't showing any sales
• I've started a new data file and my old one has gone
• I get the error "A run-time error occurred in module: You don't have permission to view this module"
• My Quotes are not working
• I get a runtime error in "Form.SU Regional" when I first set up the Cashbook

Data Transfer, Backup & Corruption

• What do I do if I get all sorts of random errors that I've never seen before?
• What do I do if my datafile is corrupt?
• How do I prevent my datafile from becoming corrupted?
• What do I do if I get "Disk I/O error" or "Device unavailable" errors when I do a restore?

Other

• I get a "Data has changed; operation stopped" error
• I typed in some data and it has disappeared
• Cashbook runs at 100% CPU
• The date appears in the wrong format (eg Day and Month swapped)
• The Cashbook won't let me type in a date
• A date reverts back to its original value when I try to change it
• I cannot share my Cashbook across a network
• I get the error "C:\WINDOWS\SYSTEM32\AUTOEXEC.NT. This system file is not suitable for running MS-DOS and Microsoft Windows applications"

Accounting

My GST Return does not match the Cashbook - why? (New Zealand only)
1.  You could have your GST Return type set to Invoice Basis. This means that it will use the date of the invoice rather than the date in the cashbook. We recommend that where possible companies use Payments Basis because it is a lot easier to use. This can be changed in the Setup Wizard (Sales Tax Setup screen).

2.  Cashbook Complete calculates the GST from the cashbook exactly. All other figures in the GST return are then "reverse engineered" from those figures. This can cause rounding errors. For example: If you make a sale of $1.00, then the GST on that is $1.00 / 9 = 11c. When you multiply 11c by 9 again, you get a total sale value of $0.99. You do not need to worry about these small discrepancies. This is how the IRD wants us to calculate GST. The GST detail report (Page 2 of the GST return) shows how these figures are all made up.

My Cashbook Complete bank balance is incorrect
We have heard this from customers from time to time and have got them to send us their datafile. In every instance it has been because the data hasn't been reconciled to the bank correctly. It is up to you to check that the opening balance is correct and that the bank balance is correct after each days transactions.

Printing

I get a Runtime Error when printing / Does nothing when I print
If you are using version 4.2 (or earlier) then we recommend that you upgrade to version 5 first. 

If you are already using version 5, then if the printer has not changed, but no longer prints, then the first thing to work out is "What made it stop working ?". This may be from a virus, installing another printer which clashes, or some other reason. Once the cause has been dealt with, then uninstall the printer driver, and then re-install it to fix the problem.

If you are not that good with computers you will need someone to give you a hand.

Please note that Cashbook Complete is not printer dependant in any way, so if it does not print on your computer, but does print on other computers, then the problem is downstream from the cashbook. Cashbook Complete passes exactly the same information to Windows regardless of what version of Windows is used, or what sort of printer is used. It is up to Windows and the printer drivers to handle the printing correctly.

If you are not sure what to do, then simply download and re-install the Cashbook, and re-install your printer drivers.

Lines on a report are missing or in the wrong place
If lines on a report are missing or not printed in the correct place, we have found that it is due to printing on a network printer. Normally printing from your own computer fixes this. We don't know how to resolve this issue.

I can't Preview any Report
This usually comes about if no printer drivers are installed. You might argue and say that you only want to preview the reports and your laptop doesn't have any printers configured. The cashbook still needs to be able to retrieve printer settings for Printable Area, etc. To fix this, just install any old printer.

I get "Error in Font Initialisation"
This error occurs if there are more than 250 fonts installed on your computer for version 4.2 (or earlier).  You can fix this by upgrading to version 5.

Cashbook keeps on printing to my fax
This will happen if your "default" printer is your faxing software, or if you selected the faxing software for a particular report and didn't set it back to the default. Select a different printer for your default printer (ie. click Start, Settings, Printers, right click on the new default printer, and click on Set as Default Printer). If you are still having difficulties you could download and re-install the cashbook.  This resets all the printers selected for all reports back to the default printer.

Cashbook keeps on printing to my PDF printer
Follow the same instructions as above for the Fax

I Get a "Spool32" error
When you print with Cashbook Complete, it hands over the printing to Windows and the printer driver. Therefore, the program isn't printer specific. You are most likely having a problem with the printer driver.

Spooling is actually something Windows and the printer driver does to prepare items for printing. A Spool 32 error occurs outside of Cashbook Complete.

It is recommended that you uninstall the printer driver and then re-install it. Try using the default driver that comes with Windows (if possible). If that doesn't work, try the driver from your printer manufacturer. You might have to check that you have the latest driver available.

Envelopes don't print correctly
After we wrote the envelope printing function, we found that envelope printing only works correctly on about 80% of printers. If we had known that we wouldn't have added it in. Now that it is in, we also can't take it out because the other 80% will complain.

Operational Problems

Cashbook Complete doesn’t run properly anymore
Please try the following:

1. Please download and re-install the software
2. Reboot your computer
3. Select Repair and Compact from the File menu in the Cashbook

I’m having printing problems
Printer drivers can get corrupted. Please uninstall your printer driver, and re-install it. Cashbook Complete does not have any printer specific logic in it. It sends exactly the same information to all versions of Windows, and it is up to Windows and the printer driver to format the information correctly.

I get an error when doing a "Restore From Backup"
If you get the error "Device I/O Error", "Device Unavailable" or "Cannot read from device" when using a floppy disk, then Windows is having difficulty reading the floppy disk.  Usually floppy disks are quite reliable when reading and writing on the same machine, but they only work about 90% of the time when writing on one machine and reading on another.  This is because the head alignments of the two machines may be a bit different.

1. The first computer you should use to try to read the disk should be the computer that wrote to that floppy disk.  If you can successfully read it, then copy the file to a USB Drive and use that for the backups.
2. If the original computer doesn't work, you could try reading the disk on a different computer (try as many computers as you can). If you can read the disk from another computer, then copy the file from that computer to a USB Drive.
3. Send your floppy disk(s) and a USB Drive to Acclaim Software Ltd, P.O. Box 51-722, Pakuranga, New Zealand in a well protected envelope together with a cheque for $70. We have a special program to help us recover data from damaged floppy disks. We have a high success rate, but don't guarantee any results and the $70 is not refundable.  We will try to copy the data file which is on floppy disk(s) to the USB Drive.

My envelopes don't print properly
Unfortunately, only about 80% of printers can print envelopes correctly. The cashbook prints the name and address in the centre of a DL envelope. If your printer doesn't print it out correctly, then there isn't a lot we can do. You could try window envelopes for Invoices and Statements.

My Repair and Compact fails
You probably have a corrupted database from a disorderly exit from the cashbook. For more information, search cashbook help for Corrupt Database.

The GST Return (for New Zealand only) isn't showing any sales
If you are on Invoice Basis GST, then the income is derived from your invoices, not your cashbook. It is recommended to use Payments Basis GST (see the Setup Wizard). For more information, search Cashbook Help for Cashbook - GST Setup Wizard.

I've started a new datafile and my old one has gone
The Cashbook always opens the last data file that was open when you start it.  You can open your first Cashbook by selecting it with "Open" on the toolbar.

I get the error "A run-time error occurred in module:.. You don't have permission to view this module"
Please select Repair and Compact from the File menu. If that doesn't fix it, then try downloading re-installing the software.

My Quotes are not working
The way that the Cashbook communicates with Word has been improved, so upgrade to version 5.0 or later.

I get a runtime error in "Form.SU Regional" when I first set up the Cashbook
This is because the Regional Settings in Windows have not been saved correctly. Please close down the Cashbook and correct the Regional Settings.

Data Backup, Transfer & Corruption

What do I do if I get all sorts of random errors that I've never seen before?
If you are getting strange errors that never use to occur, then it is probably because something is corrupted on your computer. Please try each of the following, in this order, until the problem is resolved:

1. Run Repair and Compact from the File menu
2. Reboot your computer
3. Run a scandisk on your C: drive (go to My Computer, right click on C:, and select Properties, then select the Tools tab and click the Check Now button. Tick the check box for "Automatically fix errors")
4. Reinstall Cashbook Complete

What do I do if my datafile is corrupt?
First of all, try running Repair and Compact from the File menu. If you get an error, then the database cannot be repaired and the best option is to do a Restore From Backup (search in Help for "Restore").

If you don't have a backup you can send your datafile to us to see if we can repair it. This is a chargeable service.

How do I prevent my datafile from becoming corrupted?
A cashbook file can become corrupt whenever there is an abnormal exit out of the Cashbook, such as the power going off, or your PC crashing. When the computer reboots it will usually run a ScanDisk to fix any inconsistencies on the hard disk but files that were left open when the computer crashed can become corrupted.

If you have regular problems with the power going off, or power spikes, then it may be worthwhile to get a UPS. To minimise the risk of an abnormal exit from Cashbook, close the Cashboook down whenever you are not using it.

In any event, it is a good idea to regularly back up your data in case of accidental corruption or loss.

It is also a good idea to run a Repair and compact (from the File menu) once a month to detect any potential problems before they cause irrevocable corruption of data.

I get a "Disk I/O error" or "Device unavailable" error when I do a restore
If you get this error during a restore from backup, then your floppy drive is having difficulty reading the floppy disk. Please search help on "Restore Errors" for more information.

If this error occurs in your main datafile (on your C: drive) then this is most likely because your datafile is corrupt. (See above for more information on corrupt datafiles).

Other

I get a "Data has changed; operation stopped" error
This is an intermittent problem with Microsoft Jet 2.0 (used for versions prior to version 5) which you can safely ignore. If the problem persists, please contact Acclaim Software.  Please upgrade to Version 5 (or later).

I typed in some data and it has disappeared
When it appears that data has disappeared, or has reverted back to how it used to be, we have found in the past that it is usually because of one of the following reasons:-

1.  A "Restore" has been done by accident instead of a "Backup".  In this case, the previous backup has been copied back over your live data.  Whenever a "Restore" is done, the existing "live" file is copied to an "*.OLD" file.  To recover the *.OLD file, please search in "Help" for "Restore From Backup".

2.  A copy of the data file has been made to another location on the PC, and it has been edited as though it is the live data file.  Then when going back to the real live data file, it appears that data has been lost.  The most dangerous place you can put a copy of your data file, is on your desktop.  This is because it can easily be deleted, and it is also easy to confuse the icon for the data file with the icon for starting Cashbook Complete.  The way to fix this problem is to do a search on your computer for all ".cb" files (ie. do a search of your C drive for files named *.cb. The asterisk "*" acts as a wildcard for any file name). Open them all to see which one is the latest and then copy it to the default Data File Folder, which is:-

• "C:\Cashbook" (for versions 4.2 or before)
• "C:\Documents and Settings\<username>\My Documents\Cashbook Data\" (for version 5 on Windows XP or 2000)
• "C:\Users\<username\Documents\Cashbook Data\" (for version 5 on Windows Vista)

Cashbook runs at 100% CPU
If you are using version 4.2 or before, then we recommend that you upgrade to version 5.  The Cashbook is built using Microsoft Access, and has been programmed by Microsoft to use 100% CPU while there is activity in the database, and for 30 seconds after the last activity.  If the Cashbook is not the active application, or nothing has been done for 30 seconds, then you should see the CPU go down to 0% or near 0%.

The date appears in the wrong format (eg Day and Month have swapped)
This is because the date format in the Regional Settings in Windows is not correct. To correct this, follow these steps:

1. Exit Cashbook Complete
2. Reset the regional settings

   Windows XP Home users:
   Click on the Start button, select Control Panel then double-click on "Date, Time, Language, and Regional Options" and then double-click on "Regional and Language settings" and make sure that your country setting is correct for where you are.

   For other versions of Windows:
   Click on the Start button, select Control Panel then double-click on "Regional Settings" or "Regional and Language Options", and make sure that your country setting is correct for where you are.

3. In all cases, if the correct country is already selected, change it to something else and click apply, change it back to the correct country and click OK. This is necessary because Windows does not always save the regional settings correctly

The Cashbook won't let me enter a date
This may be for one of the following reasons:

1. The date format is incorrect/not correctly stored in Windows (see above about Regional Settings)
2. You are entering the date using dots instead of slashes
3. The Num-Lock key on your keyboard is not turned on. Push the Num-Lock key and try again

A date reverts back to its original value when I try to change it
This is because the Regional Settings are not saved correctly. To correct them, follow the steps above paying particular attention to step 3.

I cannot share my Cashbook across a network
If you use your Cashbook datafile across a network with versions prior to version 5 and you get an error saying that other users need to log out before you can open it, this error is caused by the operating system's file locking. Cashbook Complete itself does not use any kind of file locking. To resolve this, upgrade to version 5 (or later).

I get the error "C:\WINDOWS\SYSTEM32\AUTOEXEC.NT. This system file is not suitable for running MS-DOS and Microsoft Windows applications"
For versions prior to version 5, this error occurs when the AUTOEXEC.NT (or CONFIG.NT, COMMAND.COM) file is deleted from the SYSTEM32 folder - probably by a spyware program, a trojan, or a virus. This error can generally be fixed by copying the AUTOEXEC.NT file from "C:\Windows\repair" to "C:\Windows\System32".  If you have Windows 2000, copy the AUTOEXEC.NT file from "C:\WINNT\repair" to "C:\WINNT\System32".  See this Microsoft knowledgebase article for more solutions on how to fix the problem.  We recommend that you upgrade to version 5.