That's the most common troubleshooting question of all.  What do you do when the unexpected happens?

With any displayed information or error message, it's always helpful to know the exact message detail.  A picture is worth a thousand words.  So we've included instructions for Capturing your screen.

This link includes all the information necessary to save or send your screen capture as a graphic, in a word processing document, or e-mail message.  That makes it a very quick and easy troubleshooting tool to have.

You'll also find help and direction below when Messages display or Printing issues pop up.  If you can't find your answer here, try our web-site Search or Contact Us for additional assistance from any of our DTE software support team.

  What do I do when

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 ...the message "  Record to be added already exists (01001010C095466) in table/file (c:\program files\dtev70\fil\glrecn.ism)" appears during a post?

Make a note of the record displayed and the file then press to continue. The message is telling you that a record that matches the key information already exists in the table (tile) DTE is posting to and the new record is not added.

The above example is of an A/P check post, record is for Company 01, cash account 001010 and check number 095466 is a duplicate within the G/L check reconciliation file.

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  ... the message "File not found" along with many other lines of numbers, characters, and words display?

The "File not found" indicates that the temporary or data file DTE needs isn't where it thinks it should be.  All the other lines tells you where it is looking for it. Capture the error message and forward it to our Software support team for a complete analysis.  Some other possibilities are:

• Using the API function where the TEMP logical is pointing to an non-existing directory/folder or is not defined within the synergy.ini (Windows) or .profile (unix) files.
  
•  A DTE data file was deleted in error or perhaps deleted instead of being 'cleared.'
  
• You've started to utilize the DTE record edit log, however, the LOG:smlogf.ism file has not been initialized.   

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... the message, "Record has been changed by someone else, process aborted." is displayed when I try to Update a record.

This usually is displayed when the same UID code has updated the record from a different session. The same operator might be logged into DTE from two different terminals or sessions. The easiest method to resolve this is have the operator in question log out of all sessions of DTE. Then have one operator return to update the record as needed.

... I print using my API function and the report file appears on my Desktop as an icon instead of printing on the printer?

Various versions of MS Windows®  require that you specify the "Start in:" folder within your desktop icon. If no folder is defined, some temporary files like API print files, are then placed on your Desktop as the default location. Right click on the icon, choose "Properties," and enter the path and folder of the DTE main folder. For example, "C:\Program Files\dtev70\" as the start in folder name .

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... I am printing checks to my new HP LaserJet 1012 printer but all that prints are the words "Unsupported Personality," no checks?

HP 1000 series of printers are called "host based" printers.  They do support GUI interface but do not accept PCL or ascii text instructions from your PC. Windows software and DTE for Windows API function send GUI printer instructions. Printing direct to the printer from within any DTE application send ascii instructions. Therefore checks, statements, invoices, and reports requiring special coding do not print to this printer.

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