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Qudos 3 Technical Support

General

Technical Support Articles

Unless otherwise stated, these articles are based on the latest version of Qudos 3.

Compatibility

Browser

Qudos 3 is compatible with recent versions of the following browsers:

  • Google Chrome
  • Apple Safari
  • Opera
  • Microsoft Internet Explorer
  • Microsoft Edge

We do not recommend use with Firefox.
​Qudos 3 uses pop-ups for some functions. The users' Pop-up blocker should be set to allow pop-ups from the site hosting the application.

Third party toolbars

These can cause problems with the functioning of web applications such as Qudos 3. 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.

Support Options


HELP

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 also from a hyperlink on the Welcome page. From most forms, you may press the F1 function key to get context-sensitive help.

GUIDE BOOKS

3 PDF Guide books are available:

  • Admin Guide - For installation, configuration, and security
  • Users Guide - For general use
  • Lite Users / Guests Guide - For navigation,accessing documents, and recording Actions.

The books are available for download from Qudos 3 menu item Help / Resource Centre.

VIDEOS

A series of training and product information videos are available for download from Qudos 3 menu item Help / Resource Centre. 

EMAILS

Product update and information emails are sent to your nominated contacts.

TECHNICAL SUPPORT ARTICLES

See below.

DIRECT SUPPORT

Your nominated contact person(s) may request direct support by email, or by using the Technical Support Request Form.

Note: Direct technical support is available to current maintenance subscribers only.


Technical Support Articles

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. In many cases, issues 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 the following items relate to such topics.

If none of these answers your query, current maintenance subscribers may request direct support by email, or by using the Technical Support Request Form

 


TSA 0026: All Mail function

This issue relates to the configuration setting "The Email All group name (for Master Documents)". The setting will instruct Qudos 3 to email an individual or group in the event of a document release or revision.

The entry "All mail' is a default entry and not one that will generally work in practice. The entry must be configured to an appropriate value via menu item Edit / Management Console.

Appropriate Values

In a self-hosted installation with an Outlook mail server co-located with Qudos 3 it may be possible to simply refer to an existing Outlook mail group.

Where that is not the case e.g. in a cloud-hosted environment, the entry would typically be a single email address. That address may have an auto-forward rule set for such emails or the email could be manually forwarded.


TSA 0025: Menu display - items not selecting

This occur may occur after a product update and where the user's browser has cached a superseded menu script that is no longer compatible with the current software version. The issue has been known to occur in isolated instances when updating from v3.33 to v3.34. It may possibly occur after other updates.
The solution is to force the browser to clear its cache. The method of doing that will vary according to browser type / version. For example, in Google Chrome v61, close out of Qudos 3, click the browsers 'Customise and control' icon, select Settings / Advanced / Privacy & Security / Clear browsing data.


TSA 0024: Error 404 when trying to upload a document or attachment

A size limit may be the cause. Qudos3 software does not impose any file size limit on documents or attachments. However, Windows IIS generally does. For our cloud hosting installations, we have limits on the cloud hosting servers of 30mb for a single file which allows for the following possible media content within each file:

  • Approx 80 full screen photographs (JPG or PNG format)
  • Approx 15 minutes of full screen video (MP4 format hi-res)
  • Approx 27 minutes of audio (MP3 at 160 kbps)

In a self-hosting context, you may choose to have a different limit. That may be verified / adjusted within your IIS. We would recommend checking any limits in your IIS and comparing against the file your user is trying to upload.


TSA 0023: Unable to assign an Action to someone without a user account

The general logic behind assigning actions in Qudos 3 is for the assigned person to plan, take, or follow-up action taken on an issue and record that in the software. Most of our clients have a number of workers that may not have that access, and assigning actions to them may result in actions that do not get addressed, and users will also not know who are the most appropriate people to assign actions to. Therefore, the default list of names in the 'Assigned to' drop-down field is those that may complete the record. It will not allow you to enter another name. However, should it be required to assign an Action elsewhere, the People icon next to the field opens a 'pop-up' form which facilitates assigning an Action to anyone in your People List. 
 
If a person is likely to be assigned a number of actions, they could be allocated a spare user account with Edit Actions permissions. If there are no spare user accounts, please contact Qudos to obtain additional licences.
 

TSA 0022: Unable to unlock a record that has been locked in your own name

This issue may occur if the same person's name is attributed to more than one User Account. We recommend checking through the entries in Security User Accounts. If  it is found that person's name is attributed to more than one User Account, then one of them should be assigned to a different person.


TSA 0021: PDF documents opening in a small window - and unable to resize it

Qudos 3 enables your computer to select the default application for opening files, and the software does not fix the window size.

This issue has been found to occur when Qudos 3 is accessed via Internet Explorer and the user has a particular Add-on installed in that browser. The browser Add-on causes the PDF to be opened in another browser tab and locks the window size.  

SOLUTION: The solution may be applied by your IT support or other competent person. In Internet Explorer v11, go to Tools menu / Manage Add-ons. Disable Add-on for Adobe PDF files. This will prevent the browser from opening the file in a new tab with locked size, and will open it in your computer's default application for PDF files. If you don't already have one, the Acrobat Reader application is avaialble as a free download from Adobe. 

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TSA 0020: Procedure button - 404 error or opening incorrect file

For Qudos 3 to be be fully integrated into your business operations, it is helpful if users can quickly see your organisation's rules for various tasks and activities. Therefore, there is a Procedure button in each module of Qudos 3, to provide a shortcut to the most relevant documented procedure. For example, in the Risk module, the shortcut can link to your procedure for Risk Assessment.

By default, the Procedure buttons link to a Placeholder document - until your own procedures have been linked to them.

Procedure files should first be added to your Master Document List in the usual way. The shortcuts for each module are then set up in the Management Console (instructions to do that are included in Help section: General / The procedure buttons).

If you are getting a 404 error message, the shortcut is probably pointing to a document that is no longer there. A user with access permissions to the Management Console may check and change the document linked to that button. The same applies if you wish to change the link to a different document.

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There can be several reasons why a user is unable to log in.If a login attempt is unsuccessful, the Login screen should display information as follows (please note that details may vary slightly between software versions):

Login Result: Invalid Password OR Unable to connect to database.
This may be due to:

  • The Password was not entered correctly
  • SQL server is switched off or inaccessible
  • The database is offline

If this issue only affects one user, it is possible that the password being typed in is incorrect. Double-check the password, and the ‘Caps Lock’ key on the keyboard (the password is case-sensitive). If necessary, a member of the ‘System Managers’ or 'Security' user group may allocate a new password.

If the issue affects multiple users on a self-hosted installation, your Database Administrator should check the status of the database and SQL server and ensure the SQL User ID and Password, as specified in the Web.Config file, is valid and functioning.

If the issue affects multiple users on a Qudos cloud hosted installation, contact Qudos Technical Support.

Login Result: Invalid login! User (ID) has already logged in.
The software security will not allow the same user to be logged in twice simultaneously. This login result may be due to:

  • The User already being logged in
  • Their last session having ended in an unexpected manner e.g. power failure/comms/operating system failure on the computer they are using

Access will become available again once the original login is closed (either by exit or time-out). In a self-hosted installation, your database administrator may clear the login at SQL database level – in table ’tblSecurityUsers’. After clearing the login entry, the user may have to wait for a few minutes until IIS refreshes its cache.

Login Result: Expired. 
All User Accounts have an expiry date. A member of the ‘System Managers’ or 'Security' user group may check and edit expiry dates for any user from menu item Edit / Security / Security User Accounts. If this is not possible:

  • Qudos cloud hosted customers should contact Qudos Technical Support.
  • In a self-hosted installation, your database administrator may edit a user account expiry date at SQL database level – in table ’tblSecurityUsers’.

Also see TSA 0018 below.

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The event described can occur if:

  • All users have previously logged in, and
  • All users ended their last session by closing the browser without exiting from the software first OR in an unexpected manner e.g. power / network / operating system failure on the computer they are using

Immediate resolution: The following steps may be taken by an I.T. administrator with access to the database. In the SQL database table ’tblSecurityUsers’, check the values in the 'Logged in' field. If all entries have a date and time entry, one or more of them may be changed to 'NULL". Caution: This will end their current session, so be sure that they  do not have unsaved data first. 

The account should now be available for use. The user may have to wait for a few minutes until the server refreshes its cache.

To prevent this issue from occurring, users should be advised to exit from the software (using the exit button or menu item) rather than closing the browser. As long as at least one user exits correctly, the issue will not occur.

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TSA 0017: Prompted to Log in when enabling edit of a document

Microsoft Internet Explorer may open a document in  a broweser view, with an option to 'Enable editing'. In some cases, clicking that button may prpompt the user to log in rather than displaying the document in a native or edit mode. The solution is to set the site hosting your Qudos 3 installation as a 'Trusted site' using your browser's Settings or Security controls. 

The following steps are how to add a site to the list of trusted sites in Internet Explorer v11

  1. From the Tools menu, select Internet Options.
  2. Select the Security tab
  3. Click the Trusted Sites icon and press the Sites button
  4. Enter the URL of your Trusted Site, then click Add. This will add the site to the websites box.
  5. Click Close > OK

This issue has not been known to occur in other browsers. However, for reference, the following steps are how to add a site to the list of trusted sites in Google Chrome v46

  1. Click the Chrome Menu icon on the far right of the Address bar.
  2. Click on Settings, scroll to the bottom and click the Show Advanced Settings link.
  3. Click on Change proxy settings (under Network)
  4. Click the Security tab > Trusted Sites icon, then click Sites.
  5. Enter the URL of your Trusted Site, then click Add.
  6. Click Close > OK.

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TSA 0016: The record is locked for editing by (person's name)

Qudos 3 includes a security mechanism to prevent 2 people from editing a record at the same and potentially overwriting each other's work. When someone with edit permissions opens a record, those permissions are reserved for them alone until they close out of the record. In the meantime, others may open the record, but it is displayed in read-only mode. 

If the first user does not close the record properly e.g. if they have a computer or network connection failure, the database doesn’t get a message to unlock the record. The resut can be that others see the message: 'Record is locked for editing by (person's name)' - even though the first user is no longer editing it. The solution is for the named person to log in, open that record, then close it. If that person is not available, a system administrator (a member of 'System Managers' security group) may change that user's password, use their account to log in, open the record, then close it.

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TSA0015: A revised document has been uploaded, but the previous version is being displayed

If you have gone through the document revision process correctly in Qudos 3, this effect is most likely being caused by your browser. It may caching (or remembering) the previous version of the document. That is done in an attempt to be helpful and saving you from downloading the document again. Unfortunately, in this case, the browser is not being helpful at all! You can check whether it is to blame, by trying to open the document using another browser, or from another computer. If the correct document opens, then you know that the issue is with your original browser. The solution is to clear its cache or viewing history. The method of doing that will vary according to your browser and version. For example:

  • In Google Chrome v60, open the Control and Customize icon (a vertical line of three dots), select History from the list, then History again on the next form, and click the Clear Browsing Data button. You will be given options on what to clear.
  • In Internet Explorer v11, from the Tools menu, select the General tab, and click the Delete button in the Browsing History section. You will be given options on what to delete.

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TSA0014: Action Form “Follow Up date” field and calendar inactive

The facility to schedule a follow-up check on tab page 3 of the Action form is disabled until the required details have been entered in the previous tabbed pages. This is to preserve the integrity of action status indication. Check that pages 1 and 2 have been completed and locked.

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TSA0013: Reminder email notifications not being received

Scheduled reminders for tasks in Qudos 3 are generated by the add-on application ‘QS3 Notify’. This application is available to all current Qudos 3 subscribers.

For Cloud hosted customers, Qudos technicians will maintain your installation. Just send your Reminder settings requirements using the document in the software Resource Centre.

For Self-hosted customers, the add-on application ‘QS3 Notify’ is included in your product DVD, with updates provided for download by your nominated contact. The recommended option is to add a task to the Windows Task Scheduler to run this program at the required frequency. Instructions on installing and configuring QS3Notify are included in the Admin Guide book. This article describes solutions for the most common causes for failure to send / receive reminder notices.

Download PDF document TSA0013

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TSA0012: Action form or other data entry form is flickering

This issue may be caused by 3rd party tools installed on your browser - such as the spell checker in Google toolbar. The solution is to appropriately configure or deactivate the suspected toolbar (from your browser settings or menu e.g. Settings in Google Chrome or View / Toolbars in IE).

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TSA0011: Why do I sometimes get a message "You do not have read permissions to this module"

The message is intended to be displayed when a user is trying to access a module that they do not have permission to.

It can also occur if you do have permission, but have experienced a temporary loss of connection to the server hosting the software - in which case, permission is also temporarily lost.

That may be caused by an interruption to your network or internet connection. If you log out of Qudos 3 and back in again, the access permissions should be renewed.

If it keeps occurring, have a technician check your network/internet connections, and that you don’t have a damaged network cable or loose plug.

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TSA0010: IE pop-up alert 'Do you want to move away from this page?'

Note: This issue does not apply to the current version of Qudos 3 or with any browser other than Microsoft Internet Explorer.

In mid-2013, Microsoft introduced an update to versions of their Internet Explorer browser. An element of this update had the effect in web applications of causing an alert box asking for confirmation that you want to move away when changing pages. Qudos engineered a change of code to eliminate this unwanted effect in our applications. The solution is to update to the latest version of Qudos 3.

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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 the directory containing your Qudos 3 scripts (may vary according to version).

Download zipped javascript file

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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.

Download PDF document TSA0008

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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.

Download PDF document TSA0007

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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:

  1. Log out of Qudos 3
  2. From browser menu bar, select menu item: Tools/Internet Options
  3. Select General tab
  4. In Browsing History area, click Settings button
  5. For ‘Check for newer Versions of Stored Pages’ - Set to ‘Automatic’ or ‘Every time I visit the webpage’

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TSA0005: No tab controls / Unable to scroll to see all parts of form

Note: This issue does not apply to the current or recent versions.

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. In very early versions of Qudos 3, the Microsoft dotnet framework 1.1 was specified for tab control. The issue can be caused by one of the following:

  1. You don't have the dotnet 1.1 framework installed.
    Solution - (A) install dotnet 1.1 and service patches - available as a free download from Microsoft - or - (B) change the web config setting to specify the later version of the .net framework (contact Qudos tech support for instructions).
  2. The web control components are not in the same drive/directory structure at the application (e.g. if the application is installed to the d: drive while the controls files are on the c: drive.
    Solution - copy the c:/inetpub/wwwroot/webctrl_client directory (with the web control files) to the same drive and structure as the application.
  3. Security settings prevent access to the directory with the control's files
    Solution - provide the NETWORK SERVICE account with read access and ensure IIS does not prohibit access.
  4. With Windows Server 2003, dotnet 1.1 framework may have been installed with IIS but not properly registered.
    Solution - uninstall and re-install asp.net components
  5. Everything above does not apply but it still doesn't work.
    Solution - Within IIS, select the webctrl_client directory, right click the mouse and select Convert to Application. Ensure it is set to dotnet 1.1 and given its own application pool.

With more recent versions, the dotnet 1.1 framework is not required at all. Complete the Tech Support request form for further information.

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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.

Download PDF document TSA0004

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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 string is not in an appropriate format. It can occur if:

a) One or more recipient email addresses is not in the accepted email format e.g. it doesn't include an '@' symbol or a full stop followed by an extension - such as .org, or .com.
b) An additional email address has been manually added to the string of addresses in the email form, but without a semi-colon and single space to divide it from the previous address.

The first step is to verify the email address(es). If the email has been automatically selected by picking a person from your PeopleList - or 'Other attendee' list for a meeting, check those lists for correctness.
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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, the time-out duration of Qudos 3 forms may also be affected by settings on the server and in IIS in particular.

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

Another server setting which may affect the time-out duration of Qudos 3 forms is Forms Authentication. This may be easily addressed by adding a time-out value in the Forms Authentication section of your Qudos 3 web.config file (in the application's root directory). The time-out value should be expressed in minutes and be the same as in your Qudos 3 Management Console. Example:

time-out setting

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TSA0001: Icons not displaying in reports

This issue only applies to early versions of Qudos 3 that utilized Crystal Reports.

Notes:

  1. Security access to the report viewer files - ensure the NETWORK SERVICE account and IIS Users have read access to sub-directories and files under C:inetpubwwwrootaspnet_clientsystem_web (and d:inetpubwwwrootaspnet_clientsystem_web etc if you use another drive);
  2. Ensure that IIS does not prohibit access to the sub-directories and files under inetpubwwwrootaspnet_clientsystem_web; and
  3. Ensure that the Qudos 3 application is in the same drive and directory structure as the report viewer files e.g. if Qudos 3 is installed in D:inetpubwwwrootQudos then the C:inetpubwwwrootaspnet_client and C:inetpubwwwrootwebctrl_client directories and files should be copied to D:inetpubwwwroot.
  4. Check the registry to verify the correct drive is referenced:
    1. Key Name: HKEY_LOCAL_MACHINESOFTWAREBusiness Objects10.5Report Application ServerInProcServerLocalConnectionMgrConnectionDirectoryPath
    2. Type:REG_SZ
    3. Data: c: (or alternative drive depending upon your installation)

If the above fails then copy the 'aspnet_client' folder from 'Inetpubwwwroot' to 'Inetpubwwwrootwebsite-name' - in this case, to the Qudos 3 folder.

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