Support FAQ
Laser Checks Troubleshooting
Preliminary Steps
Please take the following steps before calling for technical support.
1. If unable to print checks, check numbers are incorrect or documents are missing from the stub, test the standard Microsoft Dynamics SL check formats.
2. If you have customized the AP/PR Laser Checks print formats, test the unmodified versions.
Note: If you installed a newer version of AP/PR Laser Checks over an older version to take advantage of upgrades, any customizations to your previous check reports were overwritten with the newer version of the check reports. You will have to re-customize the new check reports.
Always make a backup of any Microsoft Dynamics SL or AP/PR Laser Checks file before making any revisions.
Logo Or Signature Prints Incorrectly
Q: The Logo or Signature bit-mapped image print too large or too small on the checks or only a portion of the image appears.
A: The check print format is designed to scale to fit the images designated on the Bank Account Information screen. The more the image differs from the space allotted to it on the check, the more scaling will occur. Try to keep the image close to these sizes to minimize the effects of scaling.
The recommended size of the logo in Paint is:
2.5" H x 7.5" W
The recommended size of the signature in Paint is:
1.4" H x 6.0" W
MICR Characters Not Printing On MICR Line
Q: I am not getting the MICR characters on the MICR line of the checks.
A: Be sure that the MICR TrueType font is properly installed on the workstation running AP/PR Laser Checks. You can check to see that the MICR Font is installed by looking at the Fonts Control Panel in Windows.
Figure 26. The Fonts Control Panel should show the MICR font as an installed font.
Look for the MICR font in the list of installed fonts on your machine. If it is not listed, please re-install the font.
If the font is already installed, open the report in the Crystal Report Writer, select the MICR character lines, and set the font to MICR.
Some Check Information Is Not Printing On The Checks
Q: Some of the check information is not printing on the checks.
A: Be sure that the information you want printed on the checks is inputted on the Bank Account Information screen for that bank account.
MICR Symbols Do Not Appear On Bank Account Information Screen
Q: I do not get the MICR symbols (e.g. Transit # symbol) to appear on the Check Printing Information fields of the Bank Account Information screen.
A: Be sure that you use capital letters when entering the MICR symbols. In order to type in the special MICR characters, use CAPS and the keystrokes indicated below.
| + | Transit No. | A |
| , | Amount | B |
| - | On-Us | C |
| . | Dash | D |
Menu Appears Distorted In Solomon
Q: A menu appears distorted in Solomon
A: Most likely you used a TAB instead of spaces when typing in the Updating Menus section of the install instructions. Go back into the delta.mnu file and correct. Hint: Copy and paste an existing line that works, and edit that to contain the description and filename of the line that's distorted.
Bank Does Not Accept Checks
Q. Your bank rejects laser printed checks due to incorrect positioning or density of the MICR printed information.
A. Some printers provide controls to adjust the print intensity. If the problem is insufficient density of the MICR print, it may be possible to intensify the print using the printer control. Check the printer manual for instructions.
If unable to resolve the problem through a printer adjustment, call MaxQ Technologies, Inc. for authorization, then send the original rejected check and report from the bank to MICR Source for testing. For more information on Compliance Testing see page 34. MICR Source will suggest corrective action after they have analyzed the documents.
Check Alignment Is Incorrect
Q. The check information prints too high or low on the form, or is otherwise misaligned.
A. If the alignment is incorrect, the first thing is to be sure the proper blank check stock is being used. For more information on ordering check forms see page 32.
Check Number Does Not Print
Q. The check number does not print or prints "******" in place of the proper number.
A. Microsoft Dynamics SL (formerlySolomon) controls the assignment and printing of the check number. If the check number is missing or incorrect using AP/PR Laser Checks, try reprinting the checks using the standard Microsoft Dynamics SL (formerlySolomon) check formats. If the check number is still incorrect, the problem lies within Microsoft Dynamics SL (formerlySolomon) or your documents.
Access Is Denied
Q. You receive a system message denying access to AP/PR Laser Checks screens or data.
A. Both Microsoft Dynamics SL (formerlySolomon) and network access rights are required to use AP/PR Laser Checks. Set up Microsoft Dynamics SL (formerlySolomon) access rights in the Access Rights Maintenance screen as described in the Access Rights section (see page 14). Your network administrator can set up network access.
Check looks different if use Quick Print button
Q. When try to print a check using "Print\ Keep" button in Quick Voucher and Pre-Payment screen, it looks like regular Solomon check.
A. You need to modify Solomon.ini file in C:\windows or C:\winnt (see Workstation Setup). It should include following section:
[Quick Print Formats]
Quick Check = 03620M
My Check Report Customizations Have Disappeared
Q. When I installed an upgrade of AP/PR Laser Checks my check customizations disappeared. What happened?
A. If you have a tech support issue that has been fixed in a newer version of AP/PR Laser Checks, you need to upgrade to the newer version, which is a standard procedure. Each upgrade of AP/PR Laser Checks comes with upgraded versions of the Crystal Report Check formats that have been designed and tested for that version. When you install the upgraded software, the check reports are copied from the installation media to Microsoft Dynamics SL (formerlySolomon) directly replacing the older reports with the same name. Since it is possible that you may have customized your existing check reports, you will need to make these customizations again to the new check formats. Customizations are your responsibility. We cannot predict future changes within the Microsoft Dynamics SL (formerlySolomon) System so we must make changes to our products accordingly.
When Printing Blank MICR Laser Checks the MICR Characters are Cut-off from the Top
Q. When printing blank MICR laser checks the MICR characters are cut-off from the top.
A. This likely means that you are using the Print Preview screen to print the checks which is not supported. You need to print Blank MICR Laser Checks using the Print button on the Check.
Advanced Cash Troubleshooting
Q: I get the following error message: "An error occured before the payment application batch could be saved. 462 The remote server machine does not exist or is unavailable"
A: We suggest adding the following entry to the Solomon.INI in the [Miscellaneous] section:
PmtDetail=0
PmtDetailUse=True
Laser Checks Great Plains Troubleshooting
Printing
Problem: The following error is encountered when trying to print checks: "The default printer could not be reached. You will need to select a printer."
Solution: By default, AP/PR Laser Checks does not use the same printer which MBS Great Plains edition is configured to use. Each function of the product (AP Checks, Payroll Checks, AP Check Copies, and AP Blank Checks) needs to have a printer setup. This is done from the "MaxQ Checks Security" screen. (Page 12.)
Charge It Troubleshooting
NOTE:
MaxQ Charge It v7.1.0 for Microsoft Dynamics SL (formerlySolomon) 6.0 adds support for Level II transactions. In order for this functionality to be fully utilized users will need to have an up-to-date database with ranges of procurement / commercial card numbers. This database is located in the PCCharge installation directory.
Users can contact PCCharge and request the most up-to-date version of this database.
The phone number where PCCharge can be contacted is 912-527-4575
When trying to process a transaction or close a batch, one of the following messages is received:
- Batch close in progress. Please try again later.
- MaxQ Charge It! is in maintenance mode. You cannot process transactions at this time. Please try again later.
- Cannot run Batch Close now. Credit Card Transactions are being processed. Please try again later.
Please check to see if the condition specified is true. If the message still appears and the specified condition is not true, please use the "Clear Access File" in the MaxQ Charge It! Setup (XC00100) screen to resolve the issue. Please see the section of the documentation which focuses on this screen for more information.
"Error #: 6 Timeout" is received when processing a transaction.
Please do the following:
- Check to be sure that PCCharge Payment Server is running. If it is, try restarting the application.
- Verify that the workstation where the transaction is being processed has access to the path setup in the "MaxQ Charge It! Server" field in the MaxQ Charge It! Setup (XC00100) screen. Click on "Start" and "Run..." Enter the path as it appears in the MaxQ Charge It! Setup (XC00100) screen, and click "OK". A window should open displaying the contents of this folder. If an error is received, give the user access to this path.
Q:
Can a customer be charged for an order which has already been shipped and invoiced?
A: Yes.
Items that were entered as Pre-Auth transactions are not being processed when the Batch Close process is run.
If using the "Book at Invoice Time" option, the Batch Close process will not attempt to settle a Pre-Auth transaction until the order has been invoiced and closed. If using the "Book at Sales Order Time" option, it is the user 's responsibility to turn the Pre-Auth into a Post-Auth on the Transaction screen. Once changed into a Post-Auth, the transaction will appear in the next Batch Close cycle. Please see the section of the documentation which focuses on the MaxQ Charge It! Setup (XC00100) screen for more information.
