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General |
Unless otherwise stated, technical support information is based on the latest version of Qudos 3.
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Compatibility |
Browser
Qudos 3 is compatible with Internet Explorer version 8, 7, or 6 with SP2. It is not currently recommended to use other browsers. Qudos 3 legitimately uses pop-ups for calendars and other forms. The users' IE Pop-up blocker should be set to 'Always allow pop-ups from this site' for the site hosting the Qudos 3 application.
Third party toolbars
These can cause problems with web applications such as Qudos 3 and it is recommended that they are configured to allow normal operation, or switched off if not required.
Multi-lingual data entry
Qudos 3 has a SQL Server database with text entry fields formatted for unicode data - which means that they may accept the extended set of characters needed for multi-lingual support.
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Support Options |
Your nominated contact person(s) may request direct support by telephone, email, or by using the Technical Support Request Form.
Qudos 3 has an extensive Help system with numerous "How to..." sections that explain key activities. The Help system is available from the Help menu within the application, and from a direct link on the Start page. From any major form, press the F1 function key to get context-sensitive help.
3 PDF Guide books are included on the product DVD:
* Admin Guide - For installation, configuration, and security
* Users Guide - For general use
* Lite Users / Guests Guide - For navigation,accessing documents, and recording Actions.
For hosted customers, these files are emailled to your nominated contacts at the start of your hosting period. For all customers, any updates to these guide books are emailled to your nominated contacts.
Online Resources - see below.
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Online Help Resources |
Qudos 3 is a web application - which offers a great deal of advantages, including; time and cost savings in roll-out, ease and flexibility of remote access, and reduced maintenance. Support enquiries may relate to the environment in which the software is operating e.g. your browser, Windows server settings, security and content management software. Many of these articles relate to such topics.
TSA0001: Icons not displaying in reports
TSA0002: Being 'timed-out' or denied access to modules in less than the set time-out period
TSA0003: Error Message - The specified string is not in the form required for an e-mail address
TSA0004: Unable to display documents with particular file extensions
TSA0005: No tab controls / Unable to scroll to see all parts of form
TSA0006: Web forms not refreshing: Displaying data from previous record
TSA0007: Adding a Master Document List viewer
TSA0008: Moving Qudos 3 to a new server
TSA0009: Pop-ups for Document or People Lookup forms not displaying full-size
If none of these answers your query, your nominated contact person(s) may request direct support by telephone, email, or by using the Technical Support Request Form. Technical support is available to current maintenance subscribers only.
TSA0001: Icons not displaying in reports
Qudos 3 uses Crystal Reports for generating reports.
If the above fails then copy the 'aspnet_client' folder from 'Inetpubwwwroot' to 'Inetpubwwwrootwebsite-name' - in this case, to the Qudos 3 folder.
TSA0002: Being 'timed-out' or denied access to modules in less than the set time-out period
Qudos 3 has its own time-out setting in the Management Console. This is typically set to 30 or 60 minutes. As a web application, Qudos 3 may also be affected by settings in IIS.
This issue may be caused by time-out settings in IIS being lower than the time-out setting in the Qudos Management Console. There are time-out settings in several places in IIS. If they are all set to 1 minute more than the Qudos setting, the problem should be solved. Further details are available in the PDF document TSA002-Notes for IIS Settings.
Download PDF document TSA0002
The document includes screen shots for both IIS6 and 7. The screen shots are for a time-out of 30 minutes. This should be adjusted to suit your installation.
TSA0003: Error Message - The specified string is not in the form required for an e-mail address
The error message is advising that the email address is not in an appropriate format - typically that means no @ or no '.extension', or an accidental space has been entered. If additional recipient addresses are pasted or typed in, its also possible the error is caused by there being no semi-colon divider between them. The first step is to verify that the addresses are correct.
If the error message appears in the error log of the QS3 Notify program, check the email field in database table tblPeople.
TSA0004: Unable to display documents with particular file extensions
When a web application such as Qudos 3 attempts to display a file from a server, that file is served to it by IIS. Problems may occur when the required file type is not registered in IIS. Information on checking and registering new file types is provided in this PDF document.
TSA0005: No tab controls / Unable to scroll to see all parts of form
All forms in Qudos 3 should be completely viewable in a 1024x768 resolution monitor. There should be no need to scroll vertically as forms are provided with tab controls to access addtional areas where needed. If Forms do not fit vertically, the most likely reason is that tab controls are missing or not functioning. Although Qudos 3 is primarily a .net 3.5 application, in some earlier versions, the earlier .net framework 1.1 is specified for tab control. The issue can be caused by one of the following:
With more recent versions, the ,net 1.1 framework is not required at all. Complete the Tech Support request form for further information.
TSA0006: Web forms not refreshing: Displaying data from previous record
This may be caused by your browser settings. It can be quickly checked and rectified as follows:
TSA0007: Adding a Master Document List viewer.
This article describes the process of setting up a Master Document List viewer outside of the Qudos 3 application. The viewer is essentially a replica of the Master Document List in Qudos 3. It allows users to search, find and open documents without the need to log into the main application. It therefore does not have the standard security controls, and should only be placed on a ‘trusted’ site where access is otherwise controlled. For that reason it is only available to self-hosted customers.
TSA0008: Moving Qudos 3 to a new server.
This article describes the process of relocating an existing Qudos 3 installation to a new server. It may be relevant to self-hosted customers.
TSA0009: Pop-ups for Document or People Lookup forms not displaying full-size
The attached javascript file will ensure that the Pop-ups for Document or People Lookup forms will display full-size - over-riding any settings from the originating page. Unzip and replace existing file of the same name in your Qudos 3 application's root directory.