Troubleshooting

This section contains information to help you if you come across some difficulty using JustWare. The troubleshooting material covers some common issues that are easily handled. You may find an easy solution that you can implement yourself without the aid of your JustWare Administrator or Journal Technologies Support. This will minimize your downtime and help you maximize your JustWare experience.

Computer Issues

My Computer Is Acting Strangely

Problem

My computer is acting strangely or giving me odd error messages.

Possible Cause

Your computer may need to be rebooted, especially if you receive an "out of memory" error message.

Solution

1. Save any changes you have made in any open programs.
2. Close all of your open programs.
3. Shut down your computer.
4. After your computer finishes shutting down, wait 30 seconds.
5. Restart your computer.
6. Open JustWare, and see if the problem still exists. If the problem still exists, contact your JustWare Administrator.

Problems On My Computer

Problem

I am experiencing a problem on my computer, but nobody else seems to be having the same issue. I've tried reproducing the issue on their machines, with them logged in, but I cannot get the issue to happen on their machine either.

Possible Cause

There may be settings on your computer, or in your user settings, that need to be cleared out.

Solution

1. Save any changes you have made to your currently open sessions.
2. Close all of your open sessions, but do not close JustWare.
3. Reset User Settings by selecting File | Reset All User Settings.
4. Clear Cached Sessions
   1. Click on the TOOLS navigation section.
   2. Click into the General User Settings session.
   3. Inside the General User Settings Dialog, click the Clear Cached Sessions button in the Clear JustWare Cache section.
5. Update Code Tables
   1. Click on the TOOLS navigation section.
   2. Click into the General User Settings session.
   3. Inside the General User Settings Dialog, click the Update Code Tables button in the Clear JustWare Cache section.
6. Open the JustWare session that you were in when you noticed the problem, and see if the problem still exists. If the problem still exists, contact your JustWare Administrator.

Credential Issues

Do Not Want My Credentials Remembered

Problem

JustWare is not asking for my username and password when I log on.

Possible Cause

The setting has been enabled to have JustWare remember your password.

Solution

This setting can be changed while you have JustWare open.

• From the Menu toolbar, uncheck the Remember My Username and Password menu item.

The next time you log on to JustWare, you will need to supply your username and password.

Alternative Solution

If the next time you log on to JustWare you are not required to supply your username and password, integrated security may be enabled on your computer.

Ask your JustWare Administrator whether or not integrated security is enabled on your computer in the Maintenance Console and whether it should be enabled.

Want My Credentials Remembered

Problem

Every time I log on to JustWare, it asks for my username and password. I want JustWare to remember my username and password so I do not have to supply this information every time I log on.

Possible Cause

The setting has not been enabled to have JustWare remember your password.

Solution

This setting can be changed from the JustWare logon screen.

From the JustWare logon screen, select the small check box in the lower right-hand corner labeled Remember me on this computer.

Alternative Solution

This setting can be changed while you have JustWare open.

• From the Menu toolbar, check the Remember My Username and Password menu item.

The next time you log on to JustWare, you will not need to supply your username and password.

Alternative Solution

Ask your JustWare Administrator whether it would be appropriate to enable integrated security for your organization. This option can be enabled in the Maintenance Console, and allows your computer login credentials to be used to login to JustWare.

Error Messages

Problem

There is an error message at the bottom of my screen, and I do not know what to do.

Possible Cause

There are a number of actions that may have caused the error message to be displayed. Your JustWare Administrator or Journal Technologies Support can help you determine the exact cause.

Solution

For your JustWare Administrator or Journal Technologies Support to best assist you, you must supply the most detailed information you can regarding the problem you are experiencing.

1. Try to reproduce the error, and write down the specific steps needed to cause the error message. If you are unable to reproduce the issue, write down as much detail as you can about what you were doing at the time the error happened. It is also very helpful to write down not only what you were doing, but why. What were you trying to accomplish?
2. Write down the following information:
   1. What time did the error happen?
   2. Does this error message happen every time? Or only occasionally?
   3. Has anyone else in the organization seen the same error message?
   4. Which session are you working from?
   5. What type of session is it? For example, are you in a name, case, or My JustWare session?
   6. Does the problem only happen in a particular snap-in? If so, which snap-in?
   7. Is the problem only happening in a particular field? If so, which field?
3. Save your log file:
   1. Click on the TOOLS navigation section.
   2. Click Show Log File. This will open your log in the default text editor.
   3. Save the file to Desktop using the File | Save As... menu item.
4. Provide your notes and log file to your JustWare Administrator.

Logon Issues

Cannot Log On To JustWare

Problem

I cannot log on to JustWare. I received one of the following messages:

• Logon failed: Invalid password. Verify that the Caps Lock Key is not on.
• Logon failed: Invalid UserName or Password

Possible Cause

The Username or Password field may be completed incorrectly.

Solution

Reenter your username and password, and click Log on. If you are still unable to log on, see the steps below to ensure that your username is in the correct format:

1. At the JustWare logon screen, in the Username field, type in the domain name, followed by a backslash \ and your username.
   • If you are a member of the default domain, you may enter type your Username without entering the domain or the backslash. If you aren't sure if you are a member of the default domain, contact your JustWare Administrator.
2. In the Password field, type in your password.
3. Click the Log on button.
4. If you are still unable to log on to JustWare, contact your JustWare Administrator.

Not an Active AppPerson

Problem

I cannot log on to JustWare. I received an error message that I am not an Active AppPerson.

Possible Cause

You may need to be added to the Application Person code table in JustWare.

Solution

Ask your JustWare Administrator to add you as an application person.

Not Connected to the Database

Problem

I cannot log on to JustWare. I received an error message that I am unable to connect to the database.

Possible Cause

You may need to be added as a user to SQL Server.

Solution

Ask your JustWare Administrator to add you to the JustWare database within SQL Server.

Not a Member of a Security Profile

Problem

I cannot log on to JustWare. I received an error message that I am not a member of a security profile.

Possible Cause

You may need to be added as a member of a security profile.

Solution

Ask your JustWare Administrator to add you to a security profile.

Searching Issues

Advanced Case Search without Results

Problem

I ran an Advanced Case Search and should have gotten results, but nothing came up.

Possible Cause

The criteria used for the parameters may have been too narrow, and no matching results were found.

Solution

Change the parameters, and run the search again.

Alternative Solution

Change the parameters, and run the search again.

Case Search without Results

Problem

I ran a Case Search and should have gotten results, but nothing came up.

Possible Cause

The case summary may need to be repopulated.

Solution

1. Ask your JustWare Administrator to repopulate your summary using the Maintenance Console.
2. If your JustWare Administrator is not available, contact Journal Technologies Support.

Name Search without Results

Problem

I ran a Name Search and should have gotten results, but nothing came up.

Possible Cause

The name summary may need to be repopulated.

Solution

1. Ask your JustWare Administrator to repopulate your name summary using the Maintenance Console.
2. If your JustWare Administrator is not available, contact Journal Technologies Support.

Miscellaneous Issues

Cannot See All My Case Involvements

Problem

The Case Involvements snap-in does not show all my cases.

Possible Cause

The Case Involvements snap-in shows active cases for the involved person. Cases that are not active, such as those that have been closed, can be viewed through the Case Involvements report.

Solution

1. Open the name record for your own name.
2. In the Explorer Toolbar, in the Reports group, click on Case Involvements.
3. View the report for your case involvements.

Alternative Solution

1. In the Explorer Toolbar, in the Utilities group, click on System Reports.
2. Click on the Name folder icon to expand it.
3. Click on Case Involvements.
4. Enter your name ID in the JustWare Name IDfield.
5. Click the View Report button.
6. View the report for your case involvements.

Permissions Problem

Problem

I am having some type of permission problem. There are things I used to be able to do in JustWare that I cannot do any longer. We recently upgraded our JustWare system, and this issue started around the same time.

Possible Cause

A JustWare release upgrade overwrites any changes your JustWare Administrator may have made to your default security role.

Solution

Inform your JustWare Administrator of the actions you can no longer perform in JustWare. Ask your JustWare Administrator to review the security roles.

Submit Log File

Problem

I was told to submit a log file, but I don't know how.

Solution

1. Click on the TOOLS section of the navigation bar.
2. Click on the "Show Log File" link to open your log file in Notepad.
3. From the Menu toolbar of the Notepad program, select File | Save As.
4. In the Save As window, save the trace log to your desktop to make it easy to locate.
5. Provide this information to your JustWare Administrator, if available.
6. If your JustWare Administrator is not available, attach the log file you saved on your desktop to an email message. Send the message with the attachment to support@journaltech.com.