Troubleshooting for Version 6.1 (Redraw, Re-Starting, Feedback, Log Reporting)

About Troubleshooting

1) This article provides some tips on troublshooting and resolving issues that might come up with OnePager.

2) Additionally, information is provided for obtaining support from Chronicle Graphics, Inc.

Removing Drawing Artifacts from the Project View Editor Screen

1) Occasionally the Project View Editor (PVE) screen does not completely redraw itself after you've made an edit or dragged tasks/milestones or rows or swimlanes around in the PVE.

2) There are two available ways to recover:

(1) Force the project view to redraw itself. Go to the PVE's View tab and click the Redraw button as shown below:

(2) Press Control-F5 key combination on your keyboard to redraw the screen. On some versions of Microsoft Windows pressing FN-F5 on the keyboard causes the screen to redraw.

Restarting OnePager

1) Occasionally actions can put OnePager into an inconsistent internal state.

2) If this happens, you see a series of error messages like the one below.

3) In many cases, OnePager recovers automatically from such errors, but sometimes it does not.

4) In these cases, you receive a series of such error messages in fairly rapid succession.

5) First of all, we apologize for our internal error and we want to diagnose and fix it as quickly as possible.

a) We really appreciate it if you click the Details> button in the error message to expand the basic error message form to that shown above.

b) Then, please cut and paste the detailed error description into an email and send to support@onepager.com.

c) If you can, please provide information in your email message about what steps you took before the error occurred.

d) This information greatly help our correction effort and is much appreciated.

e) See the sub-section below titled: Sending the Application Log to Chronicle Graphics.

6) If you get more than one of these error messages in fairly rapid succession, it is probably best to reboot OnePager.

a) The way to do this is to close all OnePager windows and then close all Microsoft Project or Microsoft Excel windows.

b) Closing and then reopening Microsoft Project or Excel has the effect of closing OnePager.

Automatic Saving of Project Views

1) OnePager 6.1 implements a new AutoSave feature to assist users recover from operating system crashes, laptop battery outages, and other errors where you cannot recover your work effectively.

2) The feature is set ON when you launch OnePager 6.1 either the Add-in or Desktop application.

3) During the operation of OnePager 6.1, the AutoSave saves your project view as a .TAM file in your default project view directory. This is normally in the Documents folder under either OnePager Pro or OnePager Express.

4) The AutoSave file is in the form of _AutoSave_projectviewname.TAM. Only the latest AutoSave file is saved in your default project view directory.

5) An AutoSave file is written to this folder every five (5) minutes of OnePager 6.1’s operation.

6) When you close OnePager 6.1 under normal conditions, OnePager deletes the AutoSave file so as not to occupy unnecessary storage space.

Managing the AutoSave Feature

1) The AutoSave feature is turned ON when OnePager 6.1 is launched.

2) You have the option to turn the feature OFF by unchecking the checkbox found on the File tab of the OnePager 6.1 ribbon at the Options sub-tab. To turn the feature OFF, uncheck the checkbox and OnePager 6.1 no longer saves your project view every 5 minutes. The Options sub-tab on the File tab looks like this:

a) If you previously turned the AutoSave feature OFF for OnePager Pro 6.1, all subsequent launches of OnePager Pro 6.1 have the AutoSave feature OFF.

b) The AutoSave checkbox is a global setting for OnePager Pro 6.1 and OnePager Express 6.1 and the setting applies for both their Add-in and Desktop applications. That is, turning the AutoSave feature OFF for OnePager Pro 6.1 Add-in turns the feature OFF for the Desktop application.

c) The same is true for OnePager Express 6.1. Turning the AutoSave feature OFF for OnePager Pro 6.1 does NOT turn it OFF for OnePager Express 6.1.

3) When OnePager 6.1 creates an AutoSave file in your default project view directory it looks like this:

4) Should OnePager 6.1 terminate or some other problem arise, the latest AutoSave file remains in your default project view directory. You can use the AutoSave file to recover your work.

Providing Feedback Information to Chronicle Graphics

1) At times you want to provide feedback to us at Chronicle Graphics on any subject.

2) Of course you can contact us at support@chroncilegraphics.com or sales@chroncilegraphics.com.

3) To make it more efficient for you when you are using either OnePager Pro (OPP) or Express (OPX), there is a button available on the on the About tab of the ribbon’s File tab that directly connects you to the Submit a Support Ticket page of our website shown below:

4) The above tab page is also available on the OnePager Desktop applications.

5) At Chronicle Graphics we make every attempt to respond to these Feedback requests within one business day or less.

Sending the Application Log to Chronicle Graphics

1) For OPP and OPX version 5.3 and later versions we directed any error messages into a log file that is automatically maintained by OnePager.

2) You can send the accumulated log file to us while you are using OnePager by going to the File tab on the ribbon and clicking the Help tab as shown below:

3) The above tab page is also available on the OnePager Desktop applications.

4) This feature is most helpful to our Support Department as it provides a log of what was going on in the application when you encountered a problem.

5) We use this information to solve the problem and get you back to productive use of the product.

6) When you click the Send application log button shown above, the Send log file form appears where you have the option to insert a Support Ticket number previously assigned as a reference from us.

7) The Send log file form is shown here:

8) When you click the Next> button, OnePager launchs a message form (Usually in Microsoft Outlook) addressed to support@onepager.com with an attached OnePager log file as shown below:

9) You can add any text you deem necessary and send the message.

10) Upon receipt, our Support Department addresses your issues and gets back to you as soon as possible usually within one business day or less.

11) Double-clicking on the attachment in the message opens the log file which is a .TXT file and looks something like this:

(26.0.1-61)