CHAPTER 13 - TROUBLESHOOTING. Start- Up Errors

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1 CHAPTER 13 - TROUBLESHOOTING Occasionally errors may be encountered when you use your Campground Manager Astra Software. Error messages as encountered will be documented in this section of the manual. This section will be further broken down by topic It is important to note the Version and Build of Astra software you are using when you encounter an error as sometimes errors occur only with certain versions or build. Next you should rule out computers and environmental factors such as networking or specific customer folios or transactions before concluding the issue is a quirk or bug in the software. Start- Up Errors Remote Desktop can t connect to the remote computer. 1. Check your internet connection and verify you have internet access. 2. If your internet is down contact your system administrator or internet service provider. 3. If your internet is up and appears to be functioning correctly, contact Campground Manager Astra Technical Support RDP Daemon Not Running The RDP Daemon is a processed used by the Campground Manager Astra Credit Card Module and must be running or you will receive the following error message:

2 Restart the RDP Credit Card Process Daemon manually, then restart Campground Manager Astra Path to local folder not found This error occurs when the Astra software is unable to read the CMPREFS on drive C of your computer. 1. Ensure Drive C is available and enabled in the Remote Desktop Connection settings by right clicking and using the Edit option on the start icon. 2. Click on the More button to display the Local Devices and Resources

3 Open your CMPREFS folder Double click on the file named: rdpdaemon to start the credit card process daemon manually Restart Astra You should now see the RDP Credit Card Process icon running in your process tasklist If drive C is enabled (checked) than proceed to the next step. CMPREFS Folder Security Permissions File permissions are used to control user folder access and if too secure can cause a folder path error. Permissions on the CMPREFS folder must allow the user read, write and modify privileges

4 Unable to open Astra.lbs The file name displayed does not exist or is not in the location specified or is damaged. Solution : Restore or replace the noted file in the location specified, or repath the program to the correct location of the file. Log On Errors User credencals FAILED to validate! User name does not exist in the system, or password used for this user name is incorrect Log in with correct credentials or reset them using an Admin user account,

5 Error when execucng method ASTRA wlogin/dodblogout Causes: 1. You are already logged into Astra on this computer, or another computer. 2. You do not have enough user licenses to cover all of the users attempting to log in. Solutions: 1. Log out of Astra on one of the computers. 2. Contact technical support to add another user license. Blank Customer Window aner Log On setup of the user. User was not assigned a property during Add the user to a property using the steps outlined in chapter 2. Current user does not have role setup for this property. The user was not assigned a role during user setup.

6 Assign a role to the user via the Property Screen using the steps outlined in chapter 2 Setup Errors Software Settings when set incorrectly will trigger error messages from time to time The specified amount is not allowed 1. The dollar amount you are trying to authorize on a credit card exceeds the maximum amount set up in the Payment Server setup 2. Your Payment Processing method is not linked your Merchant Setup Try processing a lower dollar amount or increase the default setting in the Payment Server setup. Check Max Amt on the Payment Server Setup Screen.

7 RegistraCon keys are not correct, please reccfy this problem before arempcng to save your sesngs This error occurs when a license key is missing in the software setup. 1. Open the Property Screen (see Chapter 2) 2. Add in a valid License Key 3. Click on the Update button to save your changes. Maps File Missing The system is unable to locate one or more maps upon Usage Errors

8 Usage Errors Usage errors are essentially errors that occur during typical usage of the software and can happen randomly from time to time when another service or routine has caused Campground Manager Astra to stop working properly. As a result your program could be affected and frozen up during usage. ERROR Omnis Studio core executable has stopped working. This error can occur randomly after some other process or program has frozen the Campground Manager Astra program or made it unstable enough to require a program restart. CAUSE: Windows may have become unstable due to a memory or CPU intensive program running also and conflicting with resources. SOLUTION: Check the Windows Task Manager program list for memory and CPU usage and investigate and resolve any abnormalities. If this error happens frequently, contact Campground Manager Astra Technical Support by phone at or by at support@campgroundmanager.com TransacCon in Process Site usage record is locked in edit mode on the grid. Clearing Temporary Usage Records Occasionally this may need to be done if the program shut down incorrectly during use and locked a site.

9 Occasionally this may need to be done if the program shut down incorrectly during use and locked a site. Application > Admin > Data Tools >Clear Temporary Site Usage INDEX Permission denied when trying to reverse funds back into Fund Account This error occurs when the role the user has been assigned does not have permission to reverse funds back into the customer s fund account. Either use a user account that has permission to perform this action, or assign additional privileges to the user trying to perform the fun. Default Printer Has Changed If the default printer on the computer the Campground Manager Astra software is running on has changed you will receive this message.

10 1. Check your default printer setting in your control panel. It will have a checkmark beside it. 2. Check your default printer setting in Astra using the following menu picks: Application > Admin > Workstations 3. Click on the Machine tab 4. Double click on the Machine name that has the printer attached (your computer) Error when execucng method ASTRA.wUserLstView/openUsrView This error occurs when trying to Open a User List View before giving it a name in the Report nname field

11 Recreate the User List View but be sure to assign a name before attempting to open it. DECLINED TRANSACTION TIMED OUT + NOT REVERSED Credit Card Payment Server Setup error 1. Logout of Astra and back in and retry. Setup changes may not be refreshed. 2. Check and if needed change Payment Server Settings.