FAQs Archives - Tourwriter Knowledge Base https://kb.tourwriter.com/technical-support/faqs-technical-support Tourwriter Knowledge Base Tue, 14 Jan 2020 19:31:08 +0000 en-US hourly 1 https://kb.tourwriter.com/wp-content/uploads/2020/01/cropped-cropped-Dark-Charcoal-no-circle-Copy-180x180-1-32x32.png FAQs Archives - Tourwriter Knowledge Base https://kb.tourwriter.com/technical-support/faqs-technical-support 32 32 FAQ Quick List https://kb.tourwriter.com/faq-quick-list Tue, 08 Mar 2016 22:32:33 +0000 http://kb.tourwriter.com/?p=2260 A quick link list of our Frequently Asked Questions

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]]> Below is a list of our Frequently Asked Questions. If there is something that you cannot find, please try entering a keyword into the above Search bar for alternative information. Alternatively, please send your question to support@tourwriter.com including as much information as possible, (screenshots are greatly appreciated!).

Online Drive Has Disappeared
Hardware and Software Requirements for Tourwriter
How to Warn Users Against Using the Wrong Database
What information does the Support team need to know in the case of an error

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]]> Online Drive Has Disappeared https://kb.tourwriter.com/online-drive-has-disappeared Tue, 08 Mar 2016 22:24:24 +0000 http://kb.tourwriter.com/?p=2263 If your drive letter is no longer visible in Windows Explorer (My Computer), then you will need to remap the online drive.

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]]> If your drive letter is no longer visible in Windows Explorer (My Computer), then you will need to remap the online drive:

  1. Launch MySecureBackup.
  2. Click on Online Drive on the top left.
  3. Select Remap Network Drive.

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]]> Warning Against Accidental Logins https://kb.tourwriter.com/warn-users-using-wrong-database Sun, 06 Mar 2016 03:59:04 +0000 http://kb.tourwriter.com/?p=2841 Please follow the below steps to change your database server name in order to warn against accidental logins.

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]]> Please follow the below steps to change your database server name in order to warn against accidental logins:

  1. On the login screen, click the Setup > Office Database.
    Login-Setup
  2. Replace the existing database server name with “DO NOT USE THIS DB” or anything similar as shown in the image below and click OK.
    Changing Server Name
  3. Users will now see this message as their Database name, warning them to select the correct Online database using the dropdown menu as shown below.
    Changing Server Name Example

NOTE: The above steps have to be performed on each Tourwriter user’s computer.

If you would like to completely prevent access to a database, please contact support@tourwriter.com. The support team can provide in-depth IT instructions on how to remove access.

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]]> Sending Error Info to the Support Team https://kb.tourwriter.com/information-support-team-need-know-case-error Sat, 05 Mar 2016 21:38:00 +0000 http://kb.tourwriter.com/?p=2880 For our Support teams to help you quickly and efficiently, it would be helpful if you could review the below list and send through as much of this information as possible.

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]]> Our support team offers unlimited email support to all clients. So if you ever come across an error message, or are having any trouble with the software, please contact our friendly team at support@tourwriter.com.

For them to help you quickly and efficiently, it would be helpful if you could review the below list and send through as much of this information as possible:

  1. Have you saved/closed Tourwriter, shutdown your computer, logged off/on, tried again?
  2. Exactly what is the issue – has it happened before?
  3. What steps did you take immediately before the issue?
  4. Are all staff using Tourwriter affected? Do they all work in the same office/location?
  5. When did the problem start (date/time)?
  6. Did you see an error message? Can you recreate the error and click on the ‘View details’ then copy and paste that information and send it to support@tourwriter.com.
  7. If possible, also include a screenshot of the error and a screenshot of the area you were working in (take a screenshot by using the PrintScrn button on your keyboard, then simply paste into your email).
  8. Is your Tourwriter Database and TourwriterData folder hosted online or hosted offline on your PC or network?
  9. Has anything changed with your internet? Have you changed provider, or have they made any changes to your service recently?
  10. What version of Tourwriter are you using? (bottom right corner of the Tourwriter window).
  11. What operating system do you use e.g. Windows or Mac?
  12. What antivirus software are you using? – Check your antivirus software to make sure Tourwriter is not being blocked.
  13. Problems sending Emails? Test from Tools > Setup > Email Settings – what happens?
  14. Re-enter your Email Settings, turn your computer on/off, test again – what happens?
  15. Problems with Reports? Which reports are affected?
  16. Where are your reports held? Check in Setup > Folder Settings – Do these settings point to where the TourwriterData folder is held on your network/PC?

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