How can I diagnose problems with WorkgroupShare?

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  • Run the Diagnostics utility (Edit, Run Diagnostics). If the Administrator is unable to connect to the WorkgroupShare server then check that the server program is running. More information. If the server program will not start then check that the server is correctly licenced and that the licenced number of users has not been exceeded in the Administrator.
  • Check that you are not running low on disk space.
  • Make sure that you are running the latest version of WorkgroupShare, which you can download from our website. Refer to the following FAQ for more information.
  • If running WorkgroupShare as a Windows service, please ensure that you are using the localsystem account or a dedicated user account with read/write access permissions to the WorkgroupShare data folder (..Program FilesWorkgroupSharedata folder or ..Program FilesCommon Filessoftalkdata folder, depending upon which version of WorkgroupShare you are running).

    Stop the WorkgroupShare service and temporarily run WorkgroupShare as an executable (click Start, Run and browse to the file WSService.exe in the WorkgroupShare installation folder). This will generally give better error reporting dialogue and can also remove potential sources of problems. NB. The service will restart automatically when the server is rebooted.

  • If using WorkgroupShare v2 with a SQL server database then WorkgroupShare must be installed to run as a windows service using a domain Administrator account.
  • If the synchronisation appears successful but new data does not appear or the shared information folder is not visible in Outlook click here
  • Temporarily disable any Anti-Virus program to eliminate this as a cause of the problem.
  • If WorkgroupShare has shutdown unexpectedly, please send us the Dr Watson log file resulting from the event. This can usually be found in the following location on Windows 2000/XP C:Documents and SettingsAll UsersApplication dataMicrosoftDrWatson. If this file is very large, just extract the relevant part of the log file, which will normally have been appended to the end of the log file, and send it to the support department, by following the support procedure, for analysis.
  • Enable logging (Settings, Logging in the Administrator) and restart the WorkgroupShare server. When the problem next occurs look at the log files for information on what may have caused it. If necessary send the log files to the support department, by following the support procedure, for analysis.
  • If problems persist then you may need to completely remove and re-install WorkgroupShare click here for more information. This can sometimes be necessary when the WorkgroupShare installation has evolved from one of the early releases, prior to v1.0. To avoid possible problems in the future, we would recommend this course of action if you installed a version of WorkgroupShare prior to v1.0.

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