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troubleshooting

Understanding Runtime Exceptions

HELP! What is this yellow screen that kicks me out the program?

When working in the desktop application, you may receive a screen with a yellow banner.  This is a runtime exception and is commonly referenced as a “Yellow Screen error”.  Runtime exceptions occur when a software application is waiting for the computer or has information the application does not know what to deal with.  We have all seen them and understand they can be quite frustrating to receive.  While frustration, these runtime exceptions help our development team improve the software and accommodate the many styles of data entry used throughout  our client base.  

When runtime exceptions are received, they are delivered directly to our development team.  The review the code to replicate and correct the issue as best they can with the information provided. It is important a user enter as much descriptive information as possible indicating what they were doing when the runtime exception occurred.  The more information provided the better chance the developer has to locating and correcting the runtime exception. Please Help Aptora Fix What’s Bugging You.

Here are some of the most common runtime exceptions our office encounters. While we cannot isolate every runtime exception possible, we will provide solutions to the ones we have seen, corrected, and/or provide the resolution to minimize the runtime exception in the future.

ActiveX Sending Email

When attempting to send email from Total Office Manager, receiving a runtime exception with an ActiveX error may indicate the .NET Framework needed is not properly registered in the Windows Registry.  To correct this runtime exception, please register the interop.dll file as defined in the KB Article ActiveX Message When Sending Email.

Users Logged in Missing

If you are missing the list of users logged in on the Information Center in Total Office Manager, you may receive an Automation error runtime exception.  Registering the interop.dll file as defined in the KB Article ActiveX Message When Sending Email may prevent this in the future.

Automation/ActiveX upon Login

If you are receive an automation error when trying to login to Total Office Manager, you may need to manually register the WpfInterop.dll file.  Instructions to register this file is located in the KB Article ActiveX Message When Sending Email.

Operation is not Allowed when Object is Closed

If you are receive this message when creating a new company, you have likely clicked to Create a New Company using the Server Utility database setup wizard.  As the SQL Server versions have changed, it has become necessary to create new databases using the Restore Database option as defined in the Software Setup Guide on page 32.  If you do not have a copy of the blank company files, you may download here: https://www.aptora.net/download/installs/databases.zip. Once download, please resume configuration as outlined in the installation manual.

Hosted Troubleshooting FAQs

Q: Why do I keep getting disconnected from the hosted platform?
A: The hosted connection is reliant on a steady internet connection being present.  If there is any disruption to the connection, your computer may disconnect you from the remote connection.  Here is a quick list of things to check if you are continually getting disconnected.
  1. Have you checked your power settings? If your computer is set to go to sleep, one of the first things it will kill is your connection to the network. Change these settings.
  2. Are you connected to Wi-Fi? If yes, the slightest of network interruptions may disconnect you from the remote session. Hosted does require an active internet connection.
  3. Are you hard wired but still have a Wi-Fi enabled computer? Disable the Wi-Fi. The computer will still try to connect via Wi-Fi depending on your Wi-Fi configuration. This will cause a disruption in the active internet connection.
  4. Does your computer have a static IP address? If not, you could face minor network disruptions as computers come and go within your network. IP address lease conflicts may cause a disruption in connectivity.
  5. Have you rebooted your computer recently? You might check to make sure your computer is not hanging on to Windows Updates. Sometimes Windows will shut off certain network ports to help you reboot and allow updates to run.
  6. When was the last time you flushed your DNS? You may need to do this, especially if you have a laptop computer you take out of the building.
  7. When is the last time you “recycled” your WAN Miniports? I know, you have never looked at those. They are in the Device Manager of your computer under the Network adapters section. Delete them all and reboot your computer. When you reconnect to the network, these will recreate themselves.
  8. Are there Windows updates pending? Windows will shutdown your network connections to nudge you to update via a reboot. The internet connectivity will be the first disruptions to go.
  9. When is the last time your firewall and/or internet router was rebooted? This may need to be checked as a pending update may cause disruptions in network connectivity.
Q: What does it mean when I get a Login Failed message when trying to connect?
A: This message typically means your password for your TOMRDS user has expired.  Passwords are required to be changed every 180 days.  To change this password, please login on the https://rds.aptora.com site and enter your current login credentials.  You will see a red label indicating the password needs changed.  Update your password and re-login to the hosted application.
Q: How do we setup our desktop to minimize the amount of clicks to open Total Office Manager?
A: You can configure RemoteApp Work Resources to accomplish this.  For more information on setting up the work resources on you local machine, please review Configuring Aptora Hosted for Windows OS or Configuring Aptora Hosted for macOS.
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