Difference between revisions of "Troubleshooting for Version 7.0 (Redraw, Re-Starting, Feedback, Log Reporting)"

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==About Troubleshooting==
 
==About Troubleshooting==
  
−
1) This article provides some tips on '''troubleshooting''' and '''resolving issues''' that might come up with OnePager.   
+
This article provides some tips on '''troubleshooting''' and '''resolving issues''' that might come up with OnePager.  Additionally, information is provided for obtaining '''support''' from OnePager.
−
 
+
−
2) Additionally, information is provided for obtaining '''support''' from Chronicle Graphics, Inc.
+
  
 
==Removing Drawing Artifacts from the Chart Editor Screen==
 
==Removing Drawing Artifacts from the Chart Editor Screen==
  
−
1) Occasionally the '''Chart Editor''' screen does not completely '''redraw''' itself after you've made an '''edit''' or '''dragged''' task bars/milestone symbols or '''rows''' or '''swimlanes''' around in the '''Chart Editor'''.  
+
Occasionally the '''Chart Editor''' screen does not completely '''redraw''' itself after you've made an '''edit''' or '''dragged''' task bars/milestone symbols or '''rows''' or '''swimlanes''' around in the '''Chart Editor'''. There are two available ways to recover:
−
 
+
−
2) There are two available ways to recover:
+
  
 
===Redraw the Chart===
 
===Redraw the Chart===
  
−
3) Force the chart to '''redraw''' itself. 
+
Force the chart to '''redraw''' itself by going to the '''Chart Editor's''' '''View''' tab and clicking the '''Redraw''' button as shown below:
−
 
+
−
4) To do this, go to the '''Chart Editor's''' '''View''' tab and click the '''Redraw''' button as shown below:
+
  
 
<center>[[File:P70-26_0_1-70-(1)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(1)-12032020.png]]</center>
Line 22: Line 16:
 
===Control+F5===
 
===Control+F5===
  
−
5) Press '''Control-F5''' key combination on your keyboard to '''redraw''' the screen.  
+
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'''.
−
 
+
−
6) On some versions of Microsoft Windows pressing '''FN-F5''' on the keyboard causes the screen to '''redraw'''.
+
  
 
==Restarting OnePager==
 
==Restarting OnePager==
  
−
1) Occasionally actions can put OnePager into an '''inconsistent internal state'''.  
+
Occasionally actions can put OnePager into an '''inconsistent internal state'''. If this happens, you see a series of error messages like the example below. In many cases, OnePager '''recovers automatically''' from such errors, but sometimes it does not. In these cases, you receive a series of such error messages in fairly rapid succession.
−
 
+
−
2) If this happens, you see a series of error messages like the example 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.
+
  
 
<center>[[File:P70-26_0_1-70-(2)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(2)-12032020.png]]</center>
 
<center><P70-26_0_1-70-(2)-12032020.png></center>
 
<center><P70-26_0_1-70-(2)-12032020.png></center>
  
−
5) First of all, we apologize for our internal error and we want to diagnose and fix it as quickly as possible.  
+
First of all, we apologize for our internal error and we want to diagnose and fix it as quickly as possible. 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.  Then, please '''cut and paste''' the '''detailed error description''' into an email message and send to [mailto:support@onepager.com support@onepager.com]. If you can, please provide information in your email message about what steps you took before the error occurred. This information greatly helps our correction effort and is much appreciated.   
−
 
+
−
6) 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.   
+
−
 
+
−
7) Then, please '''cut and paste''' the '''detailed error description''' into an email message and send to [mailto:support@onepager.com support@onepager.com].  
+
−
 
+
−
8) If you can, please provide information in your email message about what steps you took before the error occurred.
+
−
 
+
−
9) This information greatly helps our correction effort and is much appreciated.   
+
−
 
+
−
10) To provide additional information in the form of '''Applications logs''', please see the sub-section below at:  [[Troubleshooting for Version 7.0 (Redraw, Re-Starting, Feedback, Log Reporting)#Sending the Application Log to OnePager Support | Sending the Application Log to OnePager Support]] 26.0.1-70.
+
−
 
+
−
11) If you get more than one of these error messages in fairly rapid succession, it is probably best to '''reboot''' OnePager.
+
  
−
12) The way to '''reboot''' is to close all OnePager windows and then close all Microsoft Project or Microsoft Excel windows.  
+
To provide additional information in the form of '''Applications logs''', please see the sub-section below at:  [[Troubleshooting for Version 7.0 (Redraw, Re-Starting, Feedback, Log Reporting)#Sending the Application Log to OnePager Support | Sending the Application Log to OnePager Support]] 26.0.1-70.
  
−
13) Closing and then reopening Microsoft Project or Excel has the effect of closing OnePager.
+
If you get more than one of these error messages in fairly rapid succession, it is probably best to '''restart''' OnePager. The way to '''restart''' is to close all OnePager windows and then close all Microsoft Project or Microsoft Excel windows. Closing and then reopening Microsoft Project or Excel has the effect of closing OnePager.
  
 
==Automatic Saving of Charts Feature==
 
==Automatic Saving of Charts Feature==
  
−
1) OnePager has an '''AutoSave''' feature to assist users recover from operating system crashes, laptop battery outages, and other errors where you cannot recover your work effectively.  
+
OnePager has an '''AutoSave''' feature to assist users recover from operating system crashes, laptop battery outages, and other errors where you cannot recover your work effectively. The feature is set '''ON''' when you launch OnePager either the '''Add-in''' or '''Desktop''' application. During the operation of OnePager, the '''AutoSave saves''' your chart as a '''.TAM''' file in your '''default chart directory'''.  This is normally in the '''Documents''' folder under either '''OnePager Pro''' or '''OnePager Express'''. The '''AutoSave''' file is in the form of '''_AutoSave_chartname.TAM'''.  Only the latest '''AutoSave''' file is '''saved''' in your '''default chart directory'''. An '''AutoSave''' file is written to this folder '''every five (5) minutes''' of OnePager’s operation. When you '''close''' OnePager under normal conditions, OnePager '''deletes '''the '''AutoSave '''file so as not to occupy unnecessary storage space.
−
 
+
−
2)  The feature is set '''ON''' when you launch OnePager either the '''Add-in''' or '''Desktop''' application.
+
−
 
+
−
3)  During the operation of OnePager, the '''AutoSave saves''' your chart as a '''.TAM''' file in your '''default chart directory'''.   
+
−
 
+
−
4) This is normally in the '''Documents''' folder under either '''OnePager Pro''' or '''OnePager Express'''.
+
−
 
+
−
5) The '''AutoSave''' file is in the form of '''_AutoSave_chartname.TAM'''.   
+
−
 
+
−
6) Only the latest '''AutoSave''' file is '''saved''' in your '''default chart directory'''.
+
−
 
+
−
7)  An '''AutoSave''' file is written to this folder '''every five (5) minutes''' of OnePager’s operation.
+
−
 
+
−
8)  When you '''close''' OnePager under normal conditions, OnePager '''deletes '''the '''AutoSave '''file so as not to occupy unnecessary storage space.
+
  
 
===Managing the AutoSave Feature===
 
===Managing the AutoSave Feature===
  
−
9) The '''AutoSave''' feature is turned '''ON''' when OnePager is launched.   
+
The '''AutoSave''' feature is turned '''ON''' when OnePager is launched.  You have the option to turn the feature '''OFF '''by unchecking the checkbox found on the '''File''' tab of the OnePager ribbon at the '''Options''' sub-tab.  To turn the feature '''OFF''', uncheck the checkbox and OnePager no longer''' saves''' your chart every 5 minutes.  The '''Options''' sub-tab on the '''File''' tab looks like this:
−
 
+
−
10) You have the option to turn the feature '''OFF '''by unchecking the checkbox found on the '''File''' tab of the OnePager ribbon at the '''Options''' sub-tab.   
+
−
 
+
−
11) To turn the feature '''OFF''', uncheck the checkbox and OnePager no longer''' saves''' your chart every 5 minutes.   
+
−
 
+
−
12) The '''Options''' sub-tab on the '''File''' tab looks like this:
+
  
 
<center>[[File:P70-23_5_1-70-(1-1)-12172020.png]]</center>
 
<center>[[File:P70-23_5_1-70-(1-1)-12172020.png]]</center>
 
<center><P70-23_5_1-70-(1-1)-12172020.png></center>
 
<center><P70-23_5_1-70-(1-1)-12172020.png></center>
  
−
13)  If you previously turned the '''AutoSave''' feature '''OFF''' for OnePager, all subsequent launches of OnePager have the '''AutoSave''' feature '''OFF'''.
+
If you previously turned the '''AutoSave''' feature '''OFF''' for OnePager, all subsequent launches of OnePager have the '''AutoSave''' feature '''OFF'''. The '''AutoSave''' checkbox is a global setting for OnePager Pro and OnePager Express and the setting applies for both their '''Add-in''' and '''Desktop''' applications. That is, turning the '''AutoSave''' feature '''OFF''' for OnePager '''Add-in''' turns the feature '''OFF''' for the '''Desktop''' application.
−
 
+
−
14)  The '''AutoSave''' checkbox is a global setting for OnePager Pro and OnePager Express and the setting applies for both their '''Add-in''' and '''Desktop''' applications.
+
−
 
+
−
15) That is, turning the '''AutoSave''' feature '''OFF''' for OnePager '''Add-in''' turns the feature '''OFF''' for the '''Desktop''' application.
+
  
 
===Turning AutoSave OFF===
 
===Turning AutoSave OFF===
  
−
16) Turning the '''AutoSave''' feature '''OFF''' for OnePager Pro does NOT turn it '''OFF''' for OnePager Express.
+
Turning the '''AutoSave''' feature '''OFF''' for OnePager Pro does NOT turn it '''OFF''' for OnePager Express. When OnePager creates an '''AutoSave''' file in your '''default chart directory''' it looks like this:
−
 
+
−
17) When OnePager creates an '''AutoSave''' file in your '''default chart directory''' it looks like this:
+
  
 
<center>[[File:P70-26_0_1-70-(5)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(5)-12032020.png]]</center>
 
<center><P70-26_0_1-70-(5)-12032020.png></center>
 
<center><P70-26_0_1-70-(5)-12032020.png></center>
  
−
18) Should OnePager terminate or some other problem arise, the latest '''AutoSave''' file remains in your '''default chart directory'''.   
+
Should OnePager terminate or some other problem arise, the latest '''AutoSave''' file remains in your '''default chart directory'''.  You can use the '''AutoSave''' file to recover your work.
−
 
+
−
19) You can use the '''AutoSave''' file to recover your work.
+
  
 
==Providing Feedback Information to OnePager Support==
 
==Providing Feedback Information to OnePager Support==
Line 111: Line 57:
 
===Contacting OnePager Support===
 
===Contacting OnePager Support===
  
−
1) When you encounter issues, it is important to provide feedback information to us at OnePager Support.
+
When you encounter issues, it is important to provide feedback information to us at OnePager Support. Of course you can contact us by email at: [mailto:support@onepager.com support@onepager.com]. To make it more efficient for you when you are using either OnePager Pro or Express, there is a button available on the on the '''About''' tab of the OnePager ribbon’s '''File''' tab that directly connects you to the '''Submit a Support Ticket''' page of our website shown below:
−
 
+
−
2) Of course you can contact us by email at: [mailto:support@onepager.com support@onepager.com].
+
−
 
+
−
3) To make it more efficient for you when you are using either OnePager Pro or Express, there is a button available on the on the '''About''' tab of the OnePager ribbon’s '''File''' tab that directly connects you to the '''Submit a Support Ticket''' page of our website shown below:
+
  
 
<center>[[File:P70-26_0_1-70-(6)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(6)-12032020.png]]</center>
 
<center><P70-26_0_1-70-(6)-12032020.png></center>
 
<center><P70-26_0_1-70-(6)-12032020.png></center>
  
−
4) The above tab page is also available on the OnePager '''Desktop''' applications.
+
The above tab page is also available on the OnePager '''Desktop''' applications. At OnePager Support we make every attempt to respond to these '''Feedback''' requests within one business day or less.
−
 
+
−
5) At OnePager Support we make every attempt to respond to these '''Feedback''' requests within one business day or less.
+
  
 
===Sending the Application Log to OnePager Support===
 
===Sending the Application Log to OnePager Support===
  
−
6) For OnePager Pro and OnePager Express version 5.3 and later versions we directed any error messages into a '''log file''' that is automatically maintained by OnePager.
+
For OnePager Pro and OnePager Express version 5.3 and later versions we directed any error messages into a '''log file''' that is automatically maintained by OnePager. You can send the accumulated '''log file''' to us while you are using OnePager by going to the '''File''' tab on the OnePager ribbon and clicking the '''Help''' tab as shown below:
−
 
+
−
7) You can send the accumulated '''log file''' to us while you are using OnePager by going to the '''File''' tab on the OnePager ribbon and clicking the '''Help''' tab as shown below:
+
  
 
<center>[[File:P70-26_0_1-70-(7)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(7)-12032020.png]]</center>
 
<center><P70-26_0_1-70-(7)-12032020.png></center>
 
<center><P70-26_0_1-70-(7)-12032020.png></center>
  
−
8) The above tab page is also available on the OnePager '''Desktop''' applications.
+
The above tab page is also available on the OnePager '''Desktop''' applications. 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. We use this information to solve the problem and get you back to productive use of the product. 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. The '''Send log file''' form is shown here:
−
 
+
−
9) 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.
+
−
 
+
−
10) We use this information to solve the problem and get you back to productive use of the product.
+
−
 
+
−
11) 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.
+
−
 
+
−
12) The '''Send log file''' form is shown here:
+
  
 
<center>[[File:P70-26_0_1-70-(8)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(8)-12032020.png]]</center>
 
<center><P70-26_0_1-70-(8)-12032020.png></center>
 
<center><P70-26_0_1-70-(8)-12032020.png></center>
  
−
13) When you click the '''Next>''' button, OnePager launches a message form (Usually in Microsoft Outlook) addressed to [mailto:support@onepager.com support@onepager.com] with an attached OnePager '''log file''' as shown below:
+
When you click the '''Next>''' button, OnePager launches a message form (Usually in Microsoft Outlook) addressed to [mailto:support@onepager.com support@onepager.com] with an attached OnePager '''log file''' as shown below:
  
 
<center>[[File:P70-26_0_1-70-(9)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(9)-12032020.png]]</center>
 
<center><P70-26_0_1-70-(9)-12032020.png></center>
 
<center><P70-26_0_1-70-(9)-12032020.png></center>
  
−
14) You can '''add any text you deem necessary''' and send the message.
+
You can '''add any text you deem necessary''' and send the message. Upon receipt, our Support Department addresses your issues and gets back to you as soon as possible usually within one business day or less. Double-clicking on the attachment in the message opens the '''log file''' which is a .TXT file and looks something like this:
−
 
+
−
15) Upon receipt, our Support Department addresses your issues and gets back to you as soon as possible usually within one business day or less.
+
−
 
+
−
16) Double-clicking on the attachment in the message opens the '''log file''' which is a .TXT file and looks something like this:
+
  
 
<center>[[File:P70-26_0_1-70-(10)-12032020.png]]</center>
 
<center>[[File:P70-26_0_1-70-(10)-12032020.png]]</center>

Revision as of 21:55, 29 December 2020

About Troubleshooting

This article provides some tips on troubleshooting and resolving issues that might come up with OnePager. Additionally, information is provided for obtaining support from OnePager.

Removing Drawing Artifacts from the Chart Editor Screen

Occasionally the Chart Editor screen does not completely redraw itself after you've made an edit or dragged task bars/milestone symbols or rows or swimlanes around in the Chart Editor. There are two available ways to recover:

Redraw the Chart

Force the chart to redraw itself by going to the Chart Editor's View tab and clicking the Redraw button as shown below:

P70-26 0 1-70-(1)-12032020.png
<P70-26_0_1-70-(1)-12032020.png>

Control+F5

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

Occasionally actions can put OnePager into an inconsistent internal state. If this happens, you see a series of error messages like the example below. In many cases, OnePager recovers automatically from such errors, but sometimes it does not. In these cases, you receive a series of such error messages in fairly rapid succession.

P70-26 0 1-70-(2)-12032020.png
<P70-26_0_1-70-(2)-12032020.png>

First of all, we apologize for our internal error and we want to diagnose and fix it as quickly as possible. 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. Then, please cut and paste the detailed error description into an email message and send to support@onepager.com. If you can, please provide information in your email message about what steps you took before the error occurred. This information greatly helps our correction effort and is much appreciated.

To provide additional information in the form of Applications logs, please see the sub-section below at: Sending the Application Log to OnePager Support 26.0.1-70.

If you get more than one of these error messages in fairly rapid succession, it is probably best to restart OnePager. The way to restart is to close all OnePager windows and then close all Microsoft Project or Microsoft Excel windows. Closing and then reopening Microsoft Project or Excel has the effect of closing OnePager.

Automatic Saving of Charts Feature

OnePager has an AutoSave feature to assist users recover from operating system crashes, laptop battery outages, and other errors where you cannot recover your work effectively. The feature is set ON when you launch OnePager either the Add-in or Desktop application. During the operation of OnePager, the AutoSave saves your chart as a .TAM file in your default chart directory. This is normally in the Documents folder under either OnePager Pro or OnePager Express. The AutoSave file is in the form of _AutoSave_chartname.TAM. Only the latest AutoSave file is saved in your default chart directory. An AutoSave file is written to this folder every five (5) minutes of OnePager’s operation. When you close OnePager under normal conditions, OnePager deletes the AutoSave file so as not to occupy unnecessary storage space.

Managing the AutoSave Feature

The AutoSave feature is turned ON when OnePager is launched. You have the option to turn the feature OFF by unchecking the checkbox found on the File tab of the OnePager ribbon at the Options sub-tab. To turn the feature OFF, uncheck the checkbox and OnePager no longer saves your chart every 5 minutes. The Options sub-tab on the File tab looks like this:

P70-23 5 1-70-(1-1)-12172020.png
<P70-23_5_1-70-(1-1)-12172020.png>

If you previously turned the AutoSave feature OFF for OnePager, all subsequent launches of OnePager have the AutoSave feature OFF. The AutoSave checkbox is a global setting for OnePager Pro and OnePager Express and the setting applies for both their Add-in and Desktop applications. That is, turning the AutoSave feature OFF for OnePager Add-in turns the feature OFF for the Desktop application.

Turning AutoSave OFF

Turning the AutoSave feature OFF for OnePager Pro does NOT turn it OFF for OnePager Express. When OnePager creates an AutoSave file in your default chart directory it looks like this:

P70-26 0 1-70-(5)-12032020.png
<P70-26_0_1-70-(5)-12032020.png>

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

Providing Feedback Information to OnePager Support

Contacting OnePager Support

When you encounter issues, it is important to provide feedback information to us at OnePager Support. Of course you can contact us by email at: support@onepager.com. To make it more efficient for you when you are using either OnePager Pro or Express, there is a button available on the on the About tab of the OnePager ribbon’s File tab that directly connects you to the Submit a Support Ticket page of our website shown below:

P70-26 0 1-70-(6)-12032020.png
<P70-26_0_1-70-(6)-12032020.png>

The above tab page is also available on the OnePager Desktop applications. At OnePager Support we make every attempt to respond to these Feedback requests within one business day or less.

Sending the Application Log to OnePager Support

For OnePager Pro and OnePager Express version 5.3 and later versions we directed any error messages into a log file that is automatically maintained by OnePager. You can send the accumulated log file to us while you are using OnePager by going to the File tab on the OnePager ribbon and clicking the Help tab as shown below:

P70-26 0 1-70-(7)-12032020.png
<P70-26_0_1-70-(7)-12032020.png>

The above tab page is also available on the OnePager Desktop applications. 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. We use this information to solve the problem and get you back to productive use of the product. 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. The Send log file form is shown here:

P70-26 0 1-70-(8)-12032020.png
<P70-26_0_1-70-(8)-12032020.png>

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

P70-26 0 1-70-(9)-12032020.png
<P70-26_0_1-70-(9)-12032020.png>

You can add any text you deem necessary and send the message. Upon receipt, our Support Department addresses your issues and gets back to you as soon as possible usually within one business day or less. Double-clicking on the attachment in the message opens the log file which is a .TXT file and looks something like this:

P70-26 0 1-70-(10)-12032020.png
<P70-26_0_1-70-10)-12032020.png>

Related Links

Getting Started (Portal) 3.0.1-70

Basic Workflows (Portal) 7.0.1-70

(26.0.1-70)

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