Reinstalled Application - returns missing

[ATLATX]

Yesterday, ATX 2011 was working fine. This morning the ATX 2011 software reflected a "database error" when attempting to start the program and indicating that it was "optimizing the database". The applicaiton would not open. After several restarts with the same error, we attempted to reinstall the software. After reinstalling, the program opened normally but all the returns were missing. We have two full backups (one offsite via a third party and a second onsite using an external drive. Both back up nightly.)

What are the steps to get the returns to show up in the system? I had assumed I could copy the entire "database" folder from one of the backups to overwrite the "database" folder which exists post reinstall but wanted to see if anyone knew a different solution (or had insight on what created the issue to start with)?

[Elrod]

Sometimes the steps are tricky, and sometimes they don't always work. I call ATX and ZAP....It's working.

This time of year you should get threw to them quicker, too.

Sorry ATLATX, but I can't remember the steps.

[rfassett]

I agree with Elrod, contact customer service before you do anything that might contaminate the whole database. Your returns are most likely there, it is just that the program is not locating them. ATX support will probably login into your computer remotely (with your permission, of course) and have the issue resolved pretty quickly. And if it takes THEM longer than "pretty quickly", it is something that you should not be messing with anyway. My experience with support indicates that they are willing to stay the course until the issue is resolved. Call them.

[ATLATX]

thanks. I took both of your advice and am on the phone with Support right now. If there is any kind of "fix" which is easy to check or follow I will post.

[rfassett]

Oh, and I missed it in my first response and it should not go un-acknowledged: congratulations on having multiple backups. That certainly eliminates those senses of panic in situations like this. Good luck!

[Jack from Ohio]

Unless you are comfortably computer savvy, allowing Tech Support to direct you is the RIGHT way.

I could show you several much quicker methods, but, unless you are computer comfortable, it would be a long and arduous task.

Tech support will take care of you.

And you get a GOLD STAR for making sure backups are in place!!!

[Randall]

ATX helped me once on this. It was simple but I still can't remember it now. One of those things that you don't do often, and forget immediately after you do it.

[ATLATX]

Resolution: ATX Support was patient in helping us and after several attempts to reinstall the software we were able to get everything back and working. Although it did not impact us in this instance during the reinstall, Support noticed that the function which allows the application to "restore" a return was not working properly. In summary, our software was not fully/properly installing. So even though it said installation was "complete" there was still an issue. (Support recognized the issue as it checked the installation but I don't think the average user would have figured it out). Contacting Support was definitely the right call.

[Elrod]

I'm gald you got it resolved ATLATX Feels super when all is back up and working properly.