Troubleshooting

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If you're experiencing a problem with one of our software products, please check the troubleshooting tips listed below.  You may also want to check the cookbook, which provides step by step instructions for a number of procedures.  If this does not solve the problem, then fill out and submit a bug report.   Telephone support is available from Ron Ligouri at (925) 672-9621.

Troubleshooting Tips

Check the download page and make sure you are using the most recent version of any program that you experience a problem with.  The version number appears at the top of each program when you start it up.

Go into DEFAULTS from the EZ main menu and make sure your settings are correct.

Go into MTR from the Triad function menu and make sure that your terminal type is set to "P" for PC.

Some problems and solutions:

PC_PRINT says: "REPORT DEFINITION NOT ON FILE, DOWNLOADING AS A TRIM FILE"
In this case, you either spooled an RIS report without a header (by selecting option "J"), or you need to run RDEF to read in the report definition.

You can run EZ as a terminal, but can not run any of the applications on the EZ menu.  All applications give the error message "RESPONSE FROM MAIN COMPUTER TOO SLOW OR NOT RECOGNIZED". 
Check your defaults.  Make sure your Triad software level is set correctly, and make sure Single/Multi Store is set correctly.  Check the DEFAULT settings from the menu option that appears when you first start EZ, as well as from the EZ main menu.  When you upgrade to a newer version of EZ software, the settings may get changed in one place and not in the other.  If you make any changes, be sure to exit by selecting SAVE.

The Upload programs start to run, but stop before all data is posted.  May give the error message "RESPONSE FROM MAIN COMPUTER TOO SLOW OR NOT RECOGNIZED". 
The solution usually is to slow down the Upload program by adding a delay.   To do this, edit file ezmenu.def. On the line that says "upload", change it to "upload d15". This line is right below the line that says "UPLOAD Upload anything to the Triad". Usually this will fix the problem.  If it does, you may want to reduce the delay.  "d1" would be the lowest.  "d10" usually works well.

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Bug Report Form

When you submit your bug report, it will be entered into our database for tracking purposes. It will be associated with the account name under which you accessed this web. After an initial assessment by our support department, the resolution of the problem will be assigned to an appropriate engineer. Periodically we will post notices regarding bugs reported by our customers in the Known Problems section of this page, and tips or workarounds on the Cookbook page.

Please be as specific as possible when describing the problem.

  1. What version of Triad software are you using?


  2. What operating system are you using?
    Other:

  3. Please enter a brief one-line description of the problem:

    (example: "Editor doesn't respond to delete key")

  4. If the problem is reproducible, please list the steps required to cause it, leaving a blank line between steps:

    (example: "1. Create a new file. 2. Insert some text ...")

    If the problem is not reproducible (only happened once, or occasionally for no apparent reason), please describe the circumstances in which it occurred and the symptoms observed:

    (note: it is much harder for us to fix non-reproducible bugs)

  5. If the problem causes any error messages to appear, please write down the exact text displayed and enter it here:


  6. Please provide us with the following information in case we need to contact you:
    Name:    
    Company: 
    Phone:   
    E-mail:  

We may need to contact you for more information, such as if we have trouble reproducing the problem you describe.

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EZ Workstation, Zprint, SignMagic, and QLabel are trademarks of EZ Software Company . All other products mentioned are registered trademarks or trademarks of their respective companies.

Questions or problems regarding this web site should be directed to webmaster@e-z-software.com.
Copyright 1998, 2000, 2006 by EZ Software Company . All rights reserved.
Last modified: Saturday May 29, 1999.