1.      What to report

a.      Some error messages or program interruptions are caused by accidental one-time incidents, such as minor machine malfunctions or accidentally using the Ctrl or Alt key instead of the intended key. These usually do not hurt any data and are not recreateable. When these occur, just back up to TRAYCARE, or restart TRAYCARE if necessary. It is not necessary to report these errors.

b.      Report any errors that happen consistently at a given point, by a known event.

c.      Report any errors that are identified as Access errors. If only an error number is given, get the definition of the error. To look at a list of Access errors

i                      In TRAYCARE, go to Enter Setup Information

ii                    Choose System Information

iii                  Under Troubleshooting, choose Preview Error Code Report

2.      First take a picture of the error message on the screen, and save it.

a.      If possible, reposition the error message so that as much as possible of what you were doing in TRAYCARE is visible.

b.      Press Print Scrn (just to the right of your function keys)

c.      Open MSPaint through your Start menu

d.      Select Edit | Paste

e.      Select File | Save and save the error picture file as a .jpg file. Give it a name that identifies it as the specific error message. Save to any temporary file directory you chose.

3.      Record the circumstances of the error, in enough detail that you could later follow your description and recreate the error

4.      Report the error to Simmons and Associates

a.      If possible, e-mail your description, and attach the picture file.

b.      If delivering by hand or mailing via USPS, include a printed copy of your error picture

5.      If asked to help troubleshoot the problem, Simmons and Associates may ask you to run TRAYCARE in the troubleshooting mode. Note: DO NOT use this mode for normal operations.

a.       Hold down the left hand Shift key, and double click on the Desktop shortcut.  Do not release the shift key until you see a list of TRAYCARE program objects.

b.      TRAYCARE will come up in troubleshooting mode. Follow instructions carefully to prevent damaging the system.