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| − | This section covers common issues related to HandiFox, QuickBooks connections, handheld device synchronization, scanning, and miscellaneous problems.
| + | {{DISPLAYTITLE:<span style="position: absolute; clip: rect(1px 1px 1px 1px); clip: rect(1px, 1px, 1px, 1px);">{{FULLPAGENAME}}</span>}} |
| − | <br>
| + | <big>'''<big><center>Troubleshooting</center></big>'''</big> |
| − | == <big>Installation</big> ==
| + | [[File:Foxtroubleshooting.png | center | 150px]] |
| − | <br>
| + | <big><center><span style="color:#FF8C00">Having trouble with HandiFox? Don't worry, you are in the right place.<br> |
| − | {{Gototop}} | + | This page covers common problems and how to fix them quickly so you can get back to running your business..</span></center></big> |
| − | <br> | |
| − | | |
| − | ==<big>QuickBoooks Connection and QuickBooks Synchronization</big>== | |
| − | | |
| − | This section covers common issues and solutions related to connecting HandiFox to QuickBooks and synchronizing data between QuickBooks and your handheld devices.
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| − | | |
| − | ===Restore the Connection Between HandiFox and QuickBooks===
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| − | '''Problem:'''
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| − | Sometimes you may notice that transactions or other data created or updated on handheld devices:
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| − | *Do not upload to QuickBooks
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| − | *Do not download from QuickBooks to the handheld device
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| − | *Warning messages in HandiFox Monitor, such as:
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| − | *''Connecting to QuickBooks under user x'' (repeated several times without connecting)
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| − | *''Cannot connect to QuickBooks''
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| − | *''Cannot connect to ComAdapter.exe''
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| − | | |
| − | These issues indicate that HandiFox is having trouble connecting to QuickBooks through the ComAdapter.
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| − | | |
| − | '''Solution:'''
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| − | Restoring the connection is straightforward by restarting the ComAdapter (ComAdapter.exe).
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| − | | |
| − | '''Steps:'''
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| − | | |
| − | #Open '''[[Troubleshooting#How_to_Launch_Task_Manager|Task Manager]]''' on your computer.
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| − | #Go to the '''Details''' tab.
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| − | #Locate '''ComAdapter.exe''' in the list of processes.
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| − | #Right-click '''ComAdapter.exe''' and select '''''End Task''''' or '''''End Process Tree'''''.
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| − | #Navigate to the HandiFox installation folder (usually C:\Program Files (x86)\Tecom Group\HandiFox)
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| − | #Launch '''ComAdapter.exe''' manually by double-clicking the file.
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| − | <br>
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| − | '''Note:''' <br> After launching '''ComAdapter''', you can trigger the QuickBooks synchronization by either synchronizing a handheld device (depending on the HandiFox settings) or by restarting the QuickBooks connection. To restart the connection: right-click the HandiFox icon near the clock, select '''''Stop QuickBooks Connection''''', and then right-click again and select '''''Start QuickBooks Connection'''''.
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| − | By default, if HandiFox is running in multi-user mode, QuickBooks synchronization occurs every hour, but this interval can be changed in File → HandiFox → Settings → Advanced.
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| − | <br>
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| − | {{Warningshort | After performing this procedure, the HandiFox menu in QuickBooks will not respond. To restore access to HandiFox functions within QuickBooks, simply restart QuickBooks.}} | |
| − | <br> | |
| − | {{Gototop}}
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| − | <br> | |
| − | | |
| − | ===QuickBooks Permission Errors===
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| − | <br>
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| − | [[File:QBpermerror.PNG | left | 500px]]
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| − | <br>
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| − | If you see error messages like:<br>
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| − | ''"Failed to get ... Insufficient permission level to perform this action"''
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| − | <br> | |
| − | It means the current logged-in QuickBooks user lacks the minimum permissions required for HandiFox to function properly.
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| − | <br> | |
| − | <br> | |
| − | '''Solution:'''
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| − | <br>
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| − | Log in as a QuickBooks Admin and grant the necessary permissions to the users who log in to the company file on the computer where HandiFox is installed.
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| − | Granting new permissions can be done via ''Company → Users → Set Up Users and Roles...
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| − | <br>
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| − | Below is a summary of the minimum permissions a QuickBooks user should have to ensure the proper functioning of HandiFox.<br>
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| − | <br>
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| − | <br>
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| − | <br>
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| − | <br>
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| − | <br>
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| − | <br>
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| − | <br>
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| − | <br>
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| − | ====List of Permissions====
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| − | {|class="wikitable" style="border-style: solid; border-width: 10px 10px 10px 10px; display: inline-table";
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| − | |+
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| − | |-
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| − | ! Area !! Activities !! Access Level
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| − | |- style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" | '''ACCOUNTING'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | General Journal || style="text-align:center;" | VIEW
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| − | |-style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" |'''BANKING'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Checks || style="text-align:center;" | VIEW
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Credit card charges || style="text-align:center;" | VIEW
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| − | |- style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" | '''CENTERS'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Customer center || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Vendor center || style="text-align:center;" | FULL
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| − | |- style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" |'''CUSTOMERS & RECEIVABLES'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Credit card refunds || style="text-align:center;" | VIEW
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Credit Memos || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Invoices || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Receive Payments || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Sales Orders || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Sales Receipts || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Statement Charges || style="text-align:center;" | VIEW
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| − | |}
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| − | {|class="wikitable" style="border-style: solid; border-width: 10px 10px 10px 10px; display: inline-table";
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| − | |+
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| − | |-
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| − | ! Area !! Activities !! Access Level
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| − | |- style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" |'''LISTS'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Chart of Accounts || style="text-align:center;" | VIEW (without balances)
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Customer & Vendor Profile:
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| − | * Sales Rep List
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| − | * Terms List
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| − | ||
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| − | *VIEW
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| − | *VIEW
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Inventory Site List || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Item List || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Other Names List || style="text-align:center;" | VIEW
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Price Level List || style="text-align:center;" | VIEW
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Price Rule List || style="text-align:center;" | VIEW
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| − | |- style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" |'''SALES TAX'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Sales Tax Code List || style="text-align:center;" | VIEW
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| − | |- style="font-style: italic; color: green; text-align:left;"
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| − | | scope="row" colspan="3" | '''VENDORS & PAYABLES'''
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Adjust Quantity on Hand || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Build Assemblies || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Enter Bills || style="text-align:center;" | VIEW
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Item Receipts || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Purchase Orders || style="text-align:center;" | FULL
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| − | |-
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| − | | scope="row" colspan="2" style="text-align:right;" | Transfer Inventory || style="text-align:center;" | FULL
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| − | |}
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| − | <br>
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| − | {{infoshort | Tip: Creating a role and assigning it to each user who logs into the company file on the computer where HandiFox is installed is easier and more efficient than granting individual permissions to each user. This role should include all the permissions required for HandiFox to synchronize properly with QuickBooks. Once assigned, all users with this role will have the necessary access, simplifying administration and ensuring consistent permissions.}}
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| − | {{Gototop}}
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| − | <br> | |
| − | | |
| − | ===HandiFox Cannot Find the QuickBooks Company File After It Was Renamed or Moved===
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| − | If you have renamed or moved your QuickBooks company file, HandiFox may not be able to locate it. The good news is that this is an easy fix. By updating one setting in the '''HandiFox.ini''' file and restarting the connections in the correct order, you can point HandiFox to the right company file and continue syncing with QuickBooks.
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| − | | |
| − | '''Step 1. Get the QuickBooks company file path'''
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| − | *Open QuickBooks.
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| − | *Press '''''F2''''' or ''''Ctrl''''+'''''1''''' to open the '''Product Information''' window.
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| − | *Find and copy the full path to your company file under '''File Information'''.
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| − | | |
| − | '''Step 2. Open the HandiFox configuration file'''
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| − | *Locate the file named '''HandiFox.ini'''. By default, this file is stored in the HandiFox installation folder, usually C:\Program Files (x86)\Tecom Group\HandiFox.
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| − | *Open the file with a text editor such as '''Notepad'''.
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| − | | |
| − | '''Step 3. Update the path to the QuickBooks company file '''
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| − | *In the HandiFox.ini file, go to the section '''[Application]'''.
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| − | *Find the parameter '''QBFile='''.
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| − | *After the equal sign '''=''', paste the QuickBooks company file path you copied in Step 1.
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| − | Example:
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| − | | |
| − | [Application]
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| − | QBFile=C:\Users\Public\Documents\Intuit\QuickBooks\MyCompany.qbw
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| − | | |
| − | | |
| − | '''Step 4. Save the configuration file'''
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| − | *Save your changes and close the text editor.
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| − | | |
| − | '''Step 5. Restart the HandiFox connections in this order'''
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| − | *Locate the HandiFox icon near the clock in the Windows system tray.
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| − | *Right-click the icon and select '''''Stop QuickBooks Connection'''''.
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| − | *Right-click the icon again and select '''''Stop Handheld Connection'''''.
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| − | *Right-click the icon again and select '''''Start Handheld Connection'''''.
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| − | *Right-click the icon again and select Start '''''QuickBooks Connection'''''.
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| − | | |
| − | ==<big>Handheld Synchronization</big>==
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| − | <br>
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| − | {{Gototop}}
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| − | <br>
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| − | | |
| − | ==<big>Scanning</big>==
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| − | <br>
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| − | | |
| − | ===Zebra Scanners===
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| − | ==== Scanner does not find or pick items after reinstalling/updating the mobile app or clearing data. ====
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| − | [[File:Dw14.jpg | right | 250px]] | |
| − | <br> | |
| − | '''Solution:'''
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| − | #Go to ''Admin → Settings → Select scanner''.
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| − | #Check the input field to the left of the '''Scan Bluetooth''' button:
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| − | ##If it says '''DataWedge''', proceed to re-enable the profile.
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| − | ##If it does not say DataWedge'''Bold text''', you can manually input DataWedge (capital '''D''', capital '''W''').
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| − | #Tap '''Save''' and [[Setting_Up_and_Configuring_Scanner#Testing_Scanner|test]] your scanner.
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| − | <br>
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| − | {{infoshort | The DataWedge profile can only be re-enabled if it has not been deleted.}}
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| − | <br>
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| − | <br>
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| − | {{Gototop}}<br>
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| − | ====Known problems that may arise when testing if your scanner works in HandiFox====
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| − | {| class="wikitable"
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| − | |-style="font-style: italic; color: orange; text-align:center; border-style: solid; border-width: 2px 2px 2px 2px;
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| − | | '''Problem'''|| '''Tips'''
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| − | |-
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| − | | The scanner doesn't recognize the barcode at all (doesn't beep).
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| − | || The barcode label could be damaged or poorly printed, so it is not readable. Try another one. Also see the next problem.
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| − | |-
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| − | | The scanner fails to recognize all or a large part of your product labels.
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| − | || Perhaps the correct decoder for your label type is not active. Go back to the profile in DataWedge, find the '''Barcode Input''' section and tap on Decoders. Enable more decoders (perhaps all of them, just in case).
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| − | |-
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| − | | The scanner beeps when reading a barcode, but nothing happens in HandiFox (literally nothing at all).
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| − | || Double-check the settings of your [[Setting_Up_and_Configuring_Scanner#Creating_a_DataWedge_Profile_.28for_Zebra_Devices.29|HandiFox profile in DataWedge]], '''especially''' the '''Intent Action Name''' {{Info | '''Intent Action Name:''' <big>'''''com.motorolasolutions.emdk.handifox.recvr'''''</big> (no spaces at the beginning or in between characters!)}}. [[File:Dw12.jpg | 250px]]
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| − | |-
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| − | | After scanning an item, its product code gets entered in the search field in HandiFox.
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| − | || Go back to the HandiFox profile in DataWedge and make sure '''Keystroke Output''' is '''''disabled'''''. <br>
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| − | [[File:Dw9.jpg | 250px]]
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| − | |-
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| − | | When scanning labels, HandiFox always gives the '''''"Cannot find scanned item"''''' message for all your products.
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| − | || You need to assign correct barcodes to your products in HandiFox. Click [[Barcoding#Assigning_Barcodes|here]] to learn about assigning barcodes in HandiFox
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| − | |}
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| − | {{Gototop}}<br>
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| − | ===Bluetooth Scanners===
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| − | | |
| − | ==<big>Miscellaneous</big>==
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| − | ===Issues assigning device after reinstalling, updating or clearing data up===
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| − | [[File:Assigndevice.gif|thumb|right|Select Site Looping]]<br>
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| − | <br>
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| − | <br>
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| − | If you're unable to assign your handheld device after reinstalling or updating the handheld mobile application or clearing its data up and, the synchronization loops, prompting you to assign it to a site/location, you need to assign it to a specific site in HandiFox's Integrated Module. In QuickBooks, go to ''File → HandiFox → Handheld Device Manager'', mark the checkbox on the left of the device to which you want to assign a site/location and, click on '''Change Site''' to assign the device to a specific site/location.
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| − | <br><br><br>
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| − | [[File:Notassign.png | 400px | left]]<br><br>
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| − | {{Warningshort | If the device's not highlighted in red and displays the name of site under the column '''Site''' and, you want to assign/changing it to a different site, the following warning will pop-up and, you'll need to reinstall the application or clear its data if you proceed with the operation (confirm) in order to continue synchronizing data. See pics bellow}}
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| − | <br>
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| − | [[File:Changesitepopup.PNG | 250px ]] [[File:Reinstallchangesite.PNG |300px ]]
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| − | <br> | |
| − | [[File:info-sign.png | 25px ]] We recommend switching sites directly from the handheld device on the '''Synchronization''' screen to avoid having to reinstall the application or clear its data and, losing any unsynchronized data. Click [[Managing_Handheld_Devices#Switching_Sites.2FLocations_on_the_Handheld_Device|here]] to know more about Switching Sites.
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| − | <br>
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| − | <br> | |
| − | {{Gototop}}
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| − | <br> | |
| | | | |
| − | ==How to Launch Task Manager== | + | <table style="width: 100%; max-width: 1300px; padding: 5px; margin: 0 auto;"> |
| − | '''Option 1: Keyboard Shortcut (Fastest)'''
| + | <td style="vertical-align: top; width: 33%;"> |
| − | *Press Ctrl + Shift + Esc simultaneously.
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| | | | |
| − | '''Option 2: Ctrl + Alt + Delete Screen''' | + | {{TitledBlockTroubleshooting | '''[[Installation]]''' | |
| − | *Press Ctrl + Alt + Delete simultaneously.
| + | }} |
| − | *Select ''Task Manager'' from the menu.
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| | | | |
| − | '''Option 3: Right-Click Taskbar''' | + | {{TitledBlockTroubleshooting | '''[[QuickBoooks Connection and QuickBooks Synchronization]]''' | |
| − | *Right-click an empty area on the taskbar. | + | *[[QuickBoooks_Connection_and_QuickBooks_Synchronization#Restore_the_Connection_Between_HandiFox_and_QuickBooks | Restore the Connection Between HandiFox and QuickBooks]] |
| − | *Select ''Task Manager'' from the context menu.
| + | *[[QuickBoooks_Connection_and_QuickBooks_Synchronization#QuickBooks_Permission_Errors| QuickBooks Permission Errors]] |
| | + | *[[QuickBoooks_Connection_and_QuickBooks_Synchronization#HandiFox_cannot_find_my_company_file_after_renaming_or_moving_it._How_do_I_fix_this.| Company File Not Found After Renaming or Moving]] |
| | + | }} |
| | + | </td> |
| | + | <td style="vertical-align: top; width: 33%;"> |
| | + | {{TitledBlockTroubleshooting | '''[[Handheld Synchronization]]''' | |
| | + | *[[Handheld_Synchronization#Issues_Assigning_a_Device_to_a_Site_After_Reinstalling.2C_Updating.2C_or_Clearing_App_Data |Device Assignment After Reinstalling, Updating, or Clearing App Data]]}} |
| | | | |
| − | '''Option 4: Start Menu Search''' | + | {{TitledBlockTroubleshooting | '''[[Scanning and Barcoding]]''' | |
| − | *Click Start or press the Windows key. | + | *[[Scanning_and_Barcoding#Zebra_Handheld_Android_Devices_with_Built-in_Barcode_Scanners | Zebra Handheld Android Scanners]] |
| − | *Type ''Task Manager'' and press Enter or click the app. | + | **[[Scanning_and_Barcoding#The_scanner_does_not_find_or_pick_items_after_reinstalling_or_updating_the_HandiFox_mobile_app.2C_or_after_clearing_app_data. | The scanner does not find or pick items after reinstalling or updating the HandiFox mobile app, or after clearing app data]] |
| | + | **[[Scanning_and_Barcoding#Known_problems_that_may_arise_when_testing_if_your_scanner_works_in_HandiFox | Known Scanner Issues]] |
| | + | *[[Scanning_and_Barcoding#Bluetooth_Scanners | Bluetooth Scanners]] |
| | + | **[[Scanning_and_Barcoding#Barcodes_are_not_being_picked_and_are_typed_into_text_fields_instead | Barcodes are not being picked and are typed into text fields instead]] |
| | + | **[[Scanning_and_Barcoding#Known_problems_that_may_arise_when_testing_if_your_scanner_works_in_HandiFox_2 | Known Scanner Issues]] |
| | + | }} |
| | + | </td> |
| | + | <td style="vertical-align: top; width: 33%;"> |
| | | | |
| − | '''Option 5: Run Dialog''' | + | {{TitledBlockTroubleshooting | '''[[Miscellaneous Issues]]''' | |
| − | *Press Windows key + '''R''' to open the Run dialog.
| + | }} |
| − | *Type ''taskmgr'' and press Enter.
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| | | | |
| − | '''Option 6: Command Prompt or PowerShell'''
| + | </td> |
| − | *Open Command Prompt or PowerShell.
| + | </table> |
| − | *Type ''taskmgr'' and press Enter.
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| − | <br> | |
| − | <br> | |
| − | {{Gototop}}
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| | <br> | | <br> |
| | + | '''Didn’t find what you were looking for? Still need help? [mailto:support@handifox.com Contact Support] or give us a call at 1-877-942-6343 ext. 2''' |
