Difference between revisions of "Troubleshooting for Version 6.0 (Redraw, Re-Starting, Feedback, Log Reporting)"

Latest revision as of 22:00, 5 April 2017

About Troubleshooting

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

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

Removing Drawing Artifacts from the Project View Editor Screen

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

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 will cause the screen to redraw.

Restarting OnePager

Occasionally actions may put OnePager into an inconsistent internal state.

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

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

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

1) First of all, we apologize for our internal error and would like to diagnose and fix it.

a) We would really appreciate it if you would 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 will greatly help our correction effort and is greatly appreciated.

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

2) 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.

Providing Feedback Information to Chronicle Graphics

1) At times you may 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’ve 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 will launch 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 will address your issues and get back to you as soon as possible usually within one business day or less.

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

(26.0.1-60)