Tracker Help

Remote Support

Connect to Remote Support
Tracker Help

24/7 Help Desk

216.573.0700
Tracker Toll Free

Toll Free Number

800.445.2438

Frequently Asked Questions

Printing

When trying to print reports, an error occurs indicating Tracker Printer Driver not found or not installed

Tracker uses a virtual printer (named Tracker) when printing reports. Without the Tracker printer reports will not be able to print. To find out if you have this printer installed, go to the Start Menu > Settings > Control Panel. Double click the Printers or Devices and Printers icon. If you do not see a printer named Tracker, then you will not be able to print. Check the downloads page for the files and instructions on setting up the Tracker printer.

When printing an invoice in Tracker, an error occurs Runtime Error '9' Subscript out of Range.

This error most commonly occurs when an invalid character exists within the Notes on the details page. When the key is used to move the cursor down to a new line, an invisible character called a “carriage return” is used to tell the computer to down a line. This invisible character is the most common cause of this error. To ensure this does not happen, make sure that you see the blinking cursor blinking after the last character typed, rathern than on a new line. To resolve this, go back through the notes and ensure that was not used to move down a line. * a fix for this will be available soon*

Dispatching

When trying to open a new call in dispatch or when clearing calls, there is a long delay between opening or clearing the call and the process completing.

Tracker users may notice that as the software is used more and more that the time to start and complete a task increases. This occurs because even after a dispatch call is cleared or cancelled, the system still maintains a record of that call for reporting purposes. As more and more calls are dispatched and cleared, the size of the data base will increase. If you notice this happening you can run Dispatch Reports. After a dispatch report is run, a prompt will be displayed asking whether or not the dispatch calls should be deleted. Running this report and deleting the dispatch calls will decrease the size of the database, which will help improve performance while dispatching. Another reason that decreased performance may be noticed is when corruption occurs within the database itself. Corruption can occur for a number of reasons including exiting Tracker improperly (using Ctrl + Alt + Del to close Tracker), Tracker interacting with the database (reading or writing) to the server and the connection is lost (this is common in offices that use WiFi), hardware failure on the server (hard drive crashes), etc. If it is suspected that this is the cause of lack of performance, Tracker has a built in Repair utility to use. For the Repair utility to be run, no one can be logged into Tracker other than the person doing the repair, and that user must be using the Singler User mode. To access the Single User mode of Tracker, browse to your Tracker folder from My Computer. In the Tracker folder will be a file named zimprt.exe, double click this icon. If you try to open the Single User mode and you get an error indicating that the database is still in use, that means that Tracker is still open on a workstation. We have also seen this happen when someone is using Tracker through Remote Desktop/Terminal Services and the session did not end properly. Once you are in the Single User mode, you go to Administration > Data File Utilities > Repair. Once in Repair, choose the section of the database to repair. In this case, we would select Disaptch. *Note that before doing any type of file repair, you should back up your Tracker software beforehand.*

Archive (Month End Close)

To help improve performance, as well as keeping your financial data up to date and accurate, Tracker provides a built in function called “Archive Paid Data Items,” which in most common accounting terminology is known as a Month End Close. Through this process, Tracker will archive paid invoices moving them from the active invoice file to the history file. In addition to moving active invoices, Tracker also archives the expense data, which in turn updates the payable file and the expense history. Lastly, Tracker archives the payable files, moving paid payable items into the history file as well. For items that are in history reports can be run by selecting Reports > Sales History. Any reports in the Sales History area will be run searching only items moved to history. Before archiving your paid data items, it is highly recommended that you make a backup of your current Tracker files. To do this see the section “Creating a Tracker Backup.”

Creating a Tracker Backup

There area number of different ways to create a backup of your data. The first thing to consider is where you want to store your backup. The safest way to do this is to choose an offsite location. This way if something ever happens (for example a fire in the building) you have a backup that is still safe from harm. There are 3rd party companies that provide backup software that will do this for you. A company we work with is Global Data Vault. For a low monthly fee, their software will backup your software daily, where it is available for you to access 24 hours a day. A more common method is using a USB Flash Drive also known as a Thumb Drive. The simplest and most direct way of doing this is, using My Computer or Windows Explorer, browse to location of your Tracker folder. For most single user installations this will be “C:AppsTracker” and for multi-user installations this will be “G:Tracker” or “T:Tracker.” Once you have located your Tracker folder, right click the folder icon, select “Send To,” and then choose your USB Flash/Thumb Drive. You can also right click on the Tracker folder, select “Copy”, and then “Paste” it in another location. This will provide you with a current copy of your Tracker folder, incase something should happen during the archive process. It is still highly recommended that you create a regular offsite backup for safe keeping. Another option if your computer has it, is to use some an form of optical media (CD, DVD, Blu-Ray) disc, and use a CD, DVD, or Blue-Ray disc burner to create a backup of your data to be kept offsite.

Work Path Invalid or In Use

When attempting to Log-In to the Tracker software, uses may receive an error stating “Work path invalid or in use.” There are two different possibilities that will cause this to happen. The first is that the network drive where Tracker is located has disconnected. To test this, mouse over the Tracker icon and bring up the context menu by right-clicking the Tracker icon. In the menu that appears, select the bottom option labeled “Properties,” which will bring up the properties for the Tracker 2000 software shortcut. On the “General Tab” of the properties will be a button labeled “Find Target.” Select this option. If the network drive has been disconnected, then a message box will appear indicating this is the case. If the drive has not been disconnected, you will be taken into the folder where the Tracker software has been installed.

ZIM Exec Error 8809

This error will occur when attempting to log into the Tracker software. The 8809 error indicates that the limit of simultaneous users within Tracker has been reached. Locating and opening the file “TLUpdate.exe” found within the Tracker folder will specify the number of licenses Tracker is configured to allow. Compare this to the number of users within Tracker. If the number of uses in Tracker is not equal to the number of licenses indicated in the “TLUpdate.exe,” verify that no users have stayed logged into Tracker after leaving for the day. Verify that no terminal service sessions are disconnected but not logged off.

What to do if you're not on support

Without you, there is no Tracker. If you're not happy, we're not happy, even if you're not on support. But (there isn't always a but, but this time there is) there's fair and unfair. Most Tracker towers pay an annual support fee because when they need help, they want it right away. They come first. Second, they want Tracker to stay in business and to continue to keep a well-trained support staff, because that's the best thing for their business.So if your Tracker 24/7 Help Desk contract has lapsed, we consider your hour of need the perfect time to remind you that it can take days of staff time to figure out how to solve a problem with a few keystrokes. We'll ask you to take the opportunity to sign up for support, especially if we've helped you before. It's only fair.

Tracker Clubhouse

Join the Clubhouse, Registration is Free

Clubhouse is the exclusive area for Tracker Customers