This article reviews some recommended steps to take if your database is running slow, and how to resolve a few common error messages.
Slow or Corrupt Databases
Follow these steps if your database is running slowly:
- Make sure your server is not running a screen saver! Intense/graphical screen savers running on the server can slow down a server’s performance. Be sure to disable or select a “Blank” screen saver if any.
- If slowness is occurring only within the call center, check for unscheduled calls. Within Successware, open the call center. Make sure the call grid is being displayed. Right-click on the call grid caption panel and select ‘unscheduled calls’. Be sure to deselect both filters; ‘unassigned’ and ‘no-time’. A large amount of unscheduled calls will slow down the call center. Make sure there are no erroneous unscheduled calls.
- Make sure your network uses a switch and not a hub. Switches provide significant performance increase over hubs for a low cost.
- Double check your network configuration. You should be running TCP/IP and not IPX/SPX or NetBEUI.
- Make sure your virus detection software is up to date, and scan all computers for viruses. Certain viruses can cause severe network performance problems. Virus prevention and detection should be part of your ongoing network maintenance procedures.
- Check for proper workstation use and shutdown. Train your staff on proper procedures for shutting down their PCs. Make sure all applications including Successware are closed before shutting down the PC. Use CTRL+ALT+DEL or the computer’s power switch only as a last resort.
- Check for problem workstations. If one (or more) of the computers on your network consistently locks up or crashes, remove the computer from the network. If corruption stops, that computer is the source of the problem. Either reinstall the computer’s operating system from scratch before adding it back to the network, or replace the offending computer.
MaxFileHandles Error
If you find an error that states that you must increase the MAXFILEHANDLES size, follow these steps:
Open the BDE Administrator program. You can typically find this in the Control Panel.
For 64bit OS’s you may have to browse in your File Explorer to:
C:\Program Files(x86)\Borland\Common Files\BDE
Upon opening it you will see the following:
Under the Configuration tab you will see an option for System. Select the plus (+) sign next to System.
Next, click on the INIT option. Upon doing so you will notice the right panel (Definition) become filled with options.
Change the setting for the MAXFILEHANDLES to 256. Click out of that field.
Close the window by selecting the ‘x’ button in the upper right corner. You will be prompted to save changes.
Select ‘Yes’ to save the changes.
Master configuration error (RootDataDir mismatch)
Follow these steps if you find an error that states, "Master configuration error (RootDataDir mismatch). All workstations must access the SuccessWare21 executable at the same network path."
This error is most commonly caused by a shortcut with an incorrect path in the “Target” field of the Successware shortcut properties. You will see the following error window:
With this error, you have two options:
Option A
Click the “OK” button.
This resets the network path for the Master Configuration by changing it to the path currently set on the workstation. If this option is selected, all other workstations must log off and log back onto Successware. If the “RootDataDir mismatch” error occurs again, perform the steps outlined in Option B.
Option B
First, write down the Master Configuration path from the error window.
Click the “Cancel” button. This closes the error window and brings you back to the desktop of the workstation. From there you can open the Property settings of the Successware shortcut icon and change the “Target” field to match the path of the Master Configuration you wrote down.
To change the Property settings of the Successware shortcut icon on the workstation desktop:
1) Select the SuccessWare®21 icon on your desktop.
2) Right-click on the icon.
3) Select the ‘properties’ option from the popup menu.
4) Make the necessary changes to the “Target” field.
5) Click “OK”.
Changing Protocol from TCP/IP to Named Pipes
Follow these steps if you find an error that states, “Cannot generate SSPI Context”, “Unable to Connect to Database”, or “Timeout expired”.
Note: You must be logged in with Administrative rights.
1. Select the START button on your PC.
2. Select RUN from the Start menu.
3. In the Open field type CLICONFG and select “OK”.
This opens the SQL Server Client Network Utility as shown below:
4. Under the “General” tab, verify that the Named Pipes protocol is listed in the “Enabled Protocols by order” field. If not, select Named Pipes and click the “Enable>>” button.
5. Click the “Apply” button.
6. Click the “OK” button.
7. Reboot your workstation.
8. Log in to Successware and verify that the error does not occur. If it does, contact Successware Support.
You will also want to check the ODBC connection for SW21_Master.
To do this:
1. Select the START button on your PC.
2. Select RUN from the Start menu.
3. In the Open field type ODBCAD32 and select “OK”.
Note: for 64 bit operating systems, you will need to browse to this file located at:
C:\Windows\SysWOW64 folder
This opens the ODBC Data Source Administrator utility as shown below.
4. Select the “SW21_Master” and click the “Configure” button and you will see this window:
5. Click NEXT and you will see this window:
6. Click the “Client Configuration" button and you will see this window:
7. Select “Named Pipes” on the left under Network Libraries, and click “OK”.
8. Click “Next”, “Next”, Finish” and “OK” in that order.
9. Try opening Successware again.
Lock File has Grown too Large
Follow these steps if you find an error that states, "Lock file has grown too large", "Directory is controlled by other .net file", "Share violation", "Unable to update help files", "Unknown table type. Permission denied".
Note: If you are getting a SHARE VIOLATION error while using TERMINAL SERVICES, please contact Successware Support for assistance.
These errors are most commonly caused by a shortcut with an improper “Start in” folder.
1. Exit Successware.
2. Right-click the Successware icon on your desktop.
3. Select the ‘Properties’ option from the popup menu.
4. In the Properties window verify that the ‘Start in:’ path is set to a local folder and not a network folder.
For Example: “C:\Program Files\Successware\Successware21 Client”.
Note that “Program Files” has a space between “Program” and “Files”.
If the error is "Lock file has grown too large", and the above solution did not fix the problem, perform the following:
1. Open the Control Panel from the Start | Settings menu.
2. Double-click the “BDE Administrator” icon.
3. From the Configuration tab, click the plus sign (+) next to “System”.
4. Click “INIT” one time to highlight it.
5. From the list on the right side of the window, look for Local Share and verify it is set to “False”.
6. If set to “True”, change it to “False”.
7. Click the “x” button in the upper right corner of the window to close it.
8. Click the “x” button in the upper right corner of the Control Panel window to close that as well.
Starting and Stopping SWAPI Services
If you are a LAN customer experiencing issues with Successware Mobile, we recommend restarting the SWAPI connection, as this often solves the issue.
1. Log into the Successware server
2. Open Services
a. Press Windows Key + R to open the Run dialog.
b. Type services.msc and click OK.
3. Start the SWAPI Services
a. In the Services window, locate the following SWAPI services:
i. Successware21 Http Server (main service)
ii. Successware21 Http Messaging Service (dependent service)
iii. Successware21 Http Heartbeat Service (not required)
b. Right-click the Successware21 Http Server and select Start.
Note: This will automatically start both the Http Server and Http Messaging Service.
c. The Successware21 Http Heartbeat service may remain stopped; it does not need to be running.
4. Stop the SWAPI Services
a. In the Services window, locate the following SWAPI services:
i. Successware21 Http Server (main service)
ii. Successware21 Http Messaging Service (dependent service)
iii. Successware21 Http Heartbeat Service (not required)
b. Right-click the Successware21 Http Server and select Stop.
Note: This will automatically start both the Http Server and Http Messaging Service.
c. The Http Heartbeat service can remain stopped at all times.
Virus Alert
Improperly protected computers can become infected by computer viruses. These viruses can cause varying amounts of damage to your networks, with subsequent costs in technical assistance and lost productivity. While we can offer assistance with virus problems that affect our software, the scope of the damage is often system wide and usually requires the time and expense of a network specialist to completely disinfect the hardware.
Because of the potential for damage to your computer system and the costs associated with recovery, we are publishing the following recommendations. Discuss any questions about the items below with your network administrator, as we do not directly support anti-virus software, network configurations, internet browsers or email software.
- It requires prevention and diligence to avoid the economic loss associated with a significant virus infection. Can your business afford operating without computers for an extended period of time (days/week?) while your server is re-formatted and the operating system re-installed? Can your business afford the expense of an outside technician at hourly rates possibly exceeding $150.00 per hour? Can your business afford losing your database of customers and service agreements? All of these things have happened to some of our customers because they were victimized by destructive viruses. A devastating virus attack can cost your business thousands of dollars in immediate expenses and additional immeasurable loss of sales, customers and data.
- Implement and follow a backup procedure. This is your BEST line of defense against corruption of your critical data. The worst-case scenario is COMPLETE data loss. Without recent backups, there is nothing that we can do to restore Successware data to working order following corruption by a virus. Backups should be done at least DAILY and each back up verified for correct and complete execution. Discuss your backup software with your network administrator.
- Be aware that it is possible to get a virus even if you don’t use the Internet. Using the Internet greatly increases the potential for problems, but it is not the only way viruses spread.
- Obtain and install all of the latest security patches from Microsoft. Microsoft is regularly providing updates that reduce the vulnerability to virus attacks.
- Review your email software settings on ALL computers on your network. The security settings can be set to prevent the automatic execution of the scripts that many viruses use.
- Review the settings on your Internet Browser software. Any top grade browser will allow you to configure it so that high risk operations can be disabled. Review this with your network administrator.
- Purchase anti-virus software and regularly scan all computers for viruses. Some viruses will infect your system and lie dormant for a period of time before launching their payload. Without regular scanning, you may also never know you are infected, as many viruses are completely invisible to the user once they are active. Discuss operation and configuration of your anti-virus software with your network administrator.
- Regularly update the virus definitions for your anti-virus software. Performing scans with outdated definition lists leaves you at risk for newer virus variants.
- Educate your employees. Virus creators regularly use techniques that take advantage of people’s lack of understanding of technical issues.
- Use anti-virus software even on computers that are not using the Internet. Modern viruses will search for workstations visible on the network and attempt to infect them. A virus brought into the network from a single computer can quickly spread to every computer on the network.
Signs that you are infected
- Sudden slowing of your network. Viruses will often generate large amounts of activity on your system, slowing down the entire network.
- Strange activity in your email software. Many viruses will send email to every address in your email address book.
- Error messages from system components.
- Persistent server and workstation crashes.
If you become infected:
- Contact your network administrator immediately. It is essential that the problem is addressed with utmost urgency otherwise the cost of recovery can increase dramatically.
- Contact our Support Team at Successware. We can advise you on issues related to data protection for our software. We cannot help you remove the virus. This must be handled by an onsite network technician.
- Disinfect the ENTIRE network. Many viruses spread wherever they can. Finding a virus on one computer requires you to check the entire network for infection.
- Be aware that a sleeper virus can be imbedded in your backups. Restoring an infected backup can re-infect your system. Advanced anti-virus software can scan backup files.
- After an infection, fix the security problems that allowed the virus entry into your system. This will include security patches, software settings, and employee education.
- All of the above issues should be discussed in detail with your network administrator. Virus infections are preventable, and it is much cheaper to prevent the infection than to clean it up.
System Resources
System Resources are any part of the computer system or network used to run a program or process. When a system’s resources are extended beyond its capabilities, applications such as Microsoft Word, QuickBooks, or even Successware, can generate errors.
The following are a series of steps that you can take to manage resource usage on your workstation and prevent possible software errors.
- Reboot Your Machine Daily- As you work through the day there may be resources that are reserved by applications and may not be released when the application is shut down. By rebooting your computer, you in effect are “flushing” the system and giving yourself a fresh start.
- Limit the Number of Open Applications- When you are through with applications, close them. Each program that you have open, whether it is being used at the moment or not, continues to prevent resources from being utilized by other applications on your workstation.
- Remove Unnecessary Start-up Items- Many applications can be running in the background, using up resources without you even realizing it. Have your IT professional check your system’s configuration files to see what applications run automatically when you start your computer. Have them turn off any that are not necessary.
- Limit the Number of Employees showing in the Call Center- If you have a large number of employees that have been added to Successware but are not scheduled through the call center, use the filters in the call center to limit the displayed employees.
- Limit the Number of Open Customers- While Successware will only allow up to four open customers at a time it is good practice and will help to conserve resources if you make sure that customers are closed when finished working with their records.
Maintaining Workstations, Servers, and Networks
Below are some recommendations for keeping your workstation, server, and network running smoothly.
Workstation and Server Configuration
1. For Windows networks, make sure that TCP/IP is configured and functioning properly. Remove all other network protocols (IPX/SPX, NETBUI) from workstations, unless there is a server on the network that requires an alternate protocol, or you are running network software that requires one. If any of these alternate protocols must be used, remove its bindings to any Microsoft Network components.
2. Have the latest Successware approved Operating System service packs and updates installed.
3. Make sure that the shortcut used to start Successware references the network drive in Target for loading the executable, and references the local (C:) drive’s Successware21 folder for the Start In folder.
4. Disable the screen saver or set it to ”Blank Screen Only” on your server and all workstations so that it no longer has moving images. The resources to animate the screen saver displays are considerable and can slow down file access for all users on the network if it is running on the server.
5. Check all PCs for viruses.
6. If you are having speed problems, try setting Connection Type in the network adapter properties to 100MB / Full-Duplex.
7. Disable the Power-saving mode of the network card.
8. Excessive heat can greatly affect performance. Note the following:
- The server should be in a climate-controlled environment. If it is in a closet, it MUST be properly air-conditioned.
- While not as critical, the workstations should also be in areas that are not subjected to extremes of heat and humidity.
- CPU cooling fans are notorious for failing. An overheated CPU can be the source of many unexplained, seemingly random errors.
- Workstations and servers must be installed in a manner that does not obstruct any air circulation vents in their cases.
- PCs can collect large amounts of dust inside their cases causing a computer to overheat. All computers should be periodically checked for excessive dust levels.
9. As a last resort, reformat suspect workstation hard drives and reinstall with the latest version of Windows to eliminate the possibility that any corrupt system files are present.
Network Issues
1. Have your network cables installed or checked by a professional. Verify that high quality shielded network cabling has been used (CAT 5e or better) and connections are secure. At least 100-BaseT switches and network cards are required for best performance. Cables should not be strung near fluorescent lights or power sources to avoid any possible interference on the network. Also, large coils of wire should be eliminated.
2. Installing a dedicated network server instead of using Peer-To-Peer networking reduces problems and is a requirement for hosting Successware.
3. Successware requires a 100Mbps or better network switch. Passive hubs are not sufficient for the amount of network traffic generated by a large multi-user database application.
4. We recommend UPS power supplies for all computers and switches on the network. At a minimum, the server must have a backup power supply with surge suppression.