it is recommended they are pulled in through Admin Console. For more instructions, review the Upgrades page in the Knowledge Base. |
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Only those with administrator permissions should perform upgrades. Upgrades should not be performed while users are accessing the program. |
- Click the Check for Upgrades button.
 Image Modified - If no upgrades are available, you will see the following window.
 Image Modified - If upgrades are available, you will be given the chance to download and install the upgrades.
Send Data to TechThis button allows you to automatically send a backup copy of your data to our tech support staff to aid in troubleshooting. - Click the Send Data To Tech button.
 Image Modified - The following window will appear.
 Image Modified - If all the Tech asked you to send is a database backup, click Ok. The data will automatically be sent.
- If the Tech requested additional files, click the button to the right of the Additional Files window. Simply find the file the Tech requested, select it and click Open.
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Customer PortalThis button will take you instantly to our customer portal. Once you are there, you can log in and accomplish all sorts of tasks, including search FAQs, knowledge bases and create a new support case. - Click the Customer Portal button.
 Image Modified - Once you click that button, you will see the following screen.
 Image Modified - Once you are at the Customer Login Portal, you can enter your User Name and Password in the appropriate boxes and proceed inside. If you do not have a Login and Password, contact your Account Representative to obtain one.
Remote AssistanceThis button is used when Tech Support has requested to set up a help session with you. Tech Support will instruct you to press this button and then enter a 9 digit code. This code will allow tech support to view and control your computer so that they may help solve your problem. - Press the Remote Assistance Button. You will see the following window.
 Image Modified - You will see the following warning window appear. If Tech Support has instructed you to do so, press OK.
 Image Modified - The following window will appear. It may, or may not, have red text saying that the form has errors. Type the nine digit code given to you by Tech Support into the indicated box. Press Continue.
 Image Modified You will be prompted by a series of processes that need to run in order to connection to occur. | Info |
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Java must be installed in order for the connection to authorize and run properly. If you receive any type of notification or pop-up in regards to Java, please select Run, Yes, Install, or what ever other positive answer is provided. |
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- Once all installation processes have completed, you will be warned that you are about to share your screen. Click Ok to continue.
 Image Modified - In a few seconds, Tech Support will take control of your computer. You may see windows open and close, the mouse move over your screen or a host of other things. Don't panic. Tech Support is at work on your computer.
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