| Hello, just to follow up, when you had said you received no help from support I was astounded as the feedback we receive is very good and we have always put a very high level of importance on the quality of the support we provide. We did a search through our support email to try to determine how this could have happened and came across what we think is your issue. I was waiting for you to confirm which company is yours, however there are no other clients with similar problem that have contacted us that have not confirmed the problem is solved and the issue we see leads me to think that there may be some sort of issue with you receiving email from us as our last two requests for more information went unanswered, so just in case this is your issue I have pasted our replies below in case you are not receiving our replies via regular email as it appears you might not be. We received three requests about a similar issue from a client in Canada, one in November, one in March and one in May. In each case we replied within a few minutes and in the last two replies restated (as it also says on our web page with the troubleshooting steps of the specific issue you are having) that we need the specific information outlined in the troubleshooting page of the site in cases where the basic steps do not resolve the problem. I'm assuming you did not receive those replies or you could have had this issue resolved a long time ago if you had provided the requested info. For the record here is a copy of the text from the troubleshooting page for your issue where it outlines the information we require. (for the record this is the *exact* info we require because we have seen this issue before and resolved it before, none of this information is *not* required): --------------------------- If you continue to experience an issue, please ensure to provide the following information when contacting support: Confirmation above has been performed with what steps Detailed Info from AyaNova on this exact same computer where the error occurs - select menu Help -> select About this program -> click on Detailed Info -> copy to NotePad document, save and attach Model and make of printer occurring with Printer driver and version of the printer that is set as the default printer in Printer Settings on this computer Does this occur if utilize a different printer and different default printer driver? (be sure to reboot the computer before testing if changed such settings) Is printer local (physically attached to the computer) or via network access? Confirmation if this occurs with all reports or if occurs with only certain reports, what report or reports from which screen or screens. --------------------------- And here are our last two replies via email: =-=-=-=-=-
Date: Sat, 19 Mar 2005 16:47:37 -0800
To: xxxxxxxxxxx
From: AyaNova Sales & Technical Support <support@ayanova.com>
Subject: Re: Still having printing problems Hello Please refer to the AyaNova Technicial Answers web page for solutions to this issue. If you have followed the recommended solution, please provide the information requested along with the listed solution if still experiencing issues. The AyaNova Technicial Answers web page is http://www.ayanova.com/AyaNovaCE/faq_technical.htm The section to review is Errors & Issues Printing From AyaNova, and is the second solution listed. - Joyce
www.ayanova.com At 3/19/2005 04:30 PM, you wrote: At random times, Ayanova 1.9.4.4 keeps closing when I try to print? I have removed all printers, reinstalled them etc etc etc about 10 times as per the instructions. The program still aborts and closes when I try to print more than one work order. My O/S is Windows XP Home SP2.
=-=-=-=-=-
>Date: Sat, 14 May 2005 08:44:25 -0700
>To: xxxxxxxxxx
>From: AyaNova Sales & Technical Support <support@ayanova.com>
>Subject: Re: I have a technical support question
>
>Hello XXXXXX
>
>It is a standard answer because the Technical Answers web page provides
>answers to common issues, including this one in that in 90% of the
>cases it is due to a problem with a corrupt printer driver. In the
>other 10% it is due to an incompatibility with the printer driver being used.
>
>As outlined on the Technical Answers web page, if you continue to
>experience an issue, a list of what we need to help you troubleshoot is
>provided. Please provide the requested items.
>
>- Joyce
>www.ayanova.com
>
>At 5/14/2005 08:29 AM, you wrote:
>>Feedback from website
>>Name:XXXXXXXXXXXXXX
>>------
>>I have sent this in before but I was given the standard response about
>>following the steps listed in the support area - All of that has been
>>done, in fact, I am on a new computer now. Using Ayanova - Print one
>>work order - Perfect, the moment I try to print another the
>>application crashes with the following event recorded int he event log:
>>
>>Event Type: Information
>>Event Source: Application Popup
>>Event Category: None
>>Event ID: 26
>>Date: 5/14/2005
>>Time: 8:27:13 AM
>>User: N/A
>>Computer: OFFICE
>>Description:
>>Application popup: sc.exe - Application Error : The instruction at
>>"0x3c2ce642" referenced memory at "0x00cad181". The memory could not be "read".
>>
>>Click on OK to terminate the program
>>Click on CANCEL to debug the program
>>
>>For more information, see Help and Support Center at
>>http://go.microsoft.com/fwlink/events.asp.
>>
>>This is every time without fail. Printer drivers (Lexmark T430) have
>>been updated etc all to no avail. PLease tell me why this is
>>happening as it is quite frustrating.
=-=-=-=-=-=-=-=-=-=-
If this is your issue can we please have the information we require to troubleshoot it for you?
- John
|
Posted 9/16/2005 10:30:26 AM
