This article discusses troubleshooting steps for specific situations in ImagineTime.

Note: If you receive an error, the steps to fix these errors can be found in the Correcting Error Numbers (if the error contains an error number) or Fixing Error Messages (if the error does not contain a number) articles.

Situations

The following situations can generally be resolves using specific steps.

Null when trying to print narrative bill.
   …or…
An invoice prints a line but it is cut in half.

This can occur if the Work in Process (WIP) totals for the client are invalid.

• If the WIP column shows as blank.
  1. Op the Setup / Utilities ribbon, click Update Client Balances.
  2. Click the Click Here to Update Client Balances button.
  3. Attempt to run the invoices again. If the behavior persists, contact Mango Support for additional assistance.
• If the WIP column displays a value, but you still have this behavior, contact Mango Support for additional assistance.

The dropdown list is blank.

This can occur if you just upgraded and a required file is missing.

1. Have all users exit ImagineTime.
2. Contact Mango Support and request the QBFC6 utility. An email will be sent to you containing the necessary files.
3. Download and extract the contents of the QBFC6_0Installer.ZIP to your desktop.
4. Run the QBFC6.EXE file.
5. When the process is complete, start ImagineTime.

If the issue persists, contact Mango Support for additional assistance.

There is a delay when connecting to the terminal server.

This can occur when using Terminal Services if your are configured to receive update notifications.

1. On the Setup / Utilities ribbon, click Enter/Edit Staff Information.
2. Click Search for Staff and select your user account.
3. On the Permissions & Options tab, change the Update Notification Options field to “No Notification.”
4. Close and restart ImagineTime.

If that does not improve the loading speed, contact Mango Support for additional assistance.

Attempting to update fails.

This can occur when using Terminal Services, if attempting to update from a workstation. Log in as an administrator at the terminal server and install the update from there.

We are unable to run some utilities (e.g., Repair/Contact Database) because it shows users are in the software.

Verify the users shown in the Display Users window.

1. Have all other users exit ImagineTime.
2. On the Setup / Utilities ribbon, click Show Users in ImagineTime.

When using Terminal Services, open terminal server sessions are shown twice, but will not prevent you from performing utilities. If more than two users are shown, a terminal services admin can reset excess server sessions.

1. Have all users exit ImagineTime.
2. On the Terminal Server, click the Windows Start menu, then search for and select Computer Management.
3. In the System Tools group, expand Shared Folders and select Open Files.
4. Close any open files in the ImagineTime Database Path.
   Tip: If you are unable to reset a terminal server session, another option is to reboot the terminal server. This will automatically reset all sessions.
5. Start ImagineTime.
6. On the Setup / Utilities ribbon, click Show Users in ImagineTime.

If not using Terminal Services, and you are unable to determine what users are connected, contact Mango Support and request the LDBView utility. An email will be sent to you containing the necessary files. Download and run the LDBView.EXE application. Each computer accessing the ImagineTime database will be shown, and you can have those users close ImagineTime or reboot their workstations.

If all server sessions have been reset and there are still more than two users are shown, this can indicate an error with the lock file.

1. Have all users exit ImagineTime.
2. Open the Database Path using Windows Explorer. If there is a TBDATA.LDB file present, attempt to delete it. If the file cannot be deleted, a user or process is using the ImagineTime application. Once all users have exited and the TBDATA.LDB file is no longer present, continue.
3. Start ImagineTime.
4. On the Setup / Utilities ribbon, click Show Users in ImagineTime.

After deleting the LDB file, if there are still more than two users are shown, this can indicate an error with network communication.

1. Have all users exit ImagineTime.
2. Open the Database Path using Windows Explorer. Copy TBDATA.MDB to a temporary folder on your local computer (e.g., C:\TBData\).
3. Start ImagineTime.
4. On the Setup / Utilities ribbon, click General Utilities.
5. On the General Utilities tab, click Re-link Database & Exit.
6. Specify the local temporary folder (e.g., C:\TBData\) and click OK.
7. Perform the necessary function (e.g., Repair/Contact Database).
8. Exit ImagineTime.
9. Using Windows Explorer, move (don’t copy) TBDATA.MDB from the local temporary folder to the Database Path.
10. Start ImagineTime.
11. When prompted, specify the Database Path and click OK.

Attempting to email invoices displays a message about missing information. PDFs of the invoices are created, but are not in Outlook.

This indicates that a required DLL file could not be found or is registered. This file is used by ImagineTime to communicate with and send invoices to Outlook.

1. In Windows Explorer, open C:\Program Files\Common Files\System.
2. Right-click on REDEMPTION.DLL and select Open with…
3. Click Show Apps, scroll to the bottom of the list, and click Look for another app on this PC.
4. Browse to C:\Windows\System32, select REGSRVR32.EXE, and click Open.
5. When the registration is complete, restart the workstation.

If you are unable to locate the REDEMPTION.DLL file, contact Mango Support and request the Outlook Email Integration Tool. An email will be sent to you containing the necessary files. Download and run the application, which will include installing and registering the REDEMPTION.DLL file.

Note: Emailing invoices from ImagineTime requires Microsoft Access 2016. Installing ImagineTime with Access Runtime 2013 does not provide this functionality.

Words added to the Spell Check dictionary are still shown as incorrect.

This can occur if the word is being added to the incorrect dictionary file, or the dictionary has become corrupt.

1. On the Time + Expenses ribbon, click After-the-Fact.
2. Click Click here to start.
3. Enter one or more time slips that include the word.
4. Press F7 to open the Check Spelling window.
5. Verify the Add words to field shows “USERDIC.TLX” and then click Add.
6. Repeat step 4. If the word still appears, click Options.
7. Verify the Main Dictionary language field shows “American English.” If another language is shown, select “American English” and repeat steps 4-5.

If the Main Dictionary language field is blank, contact Mango Support and request the ImagineTime installer, then re-install the application. Information on this process can be found in the Installing ImagineTime article.

When exporting invoices to QuickBooks, the wrong balance is shown on the export screen.

This can occur if there is an issue with the invoice records.

1. Exit ImagineTime and start Microsoft Access.
2. Open TB2013.MDE from the Database Path.
3. Load the Invoice and Payments table.
4. Filter the records to only show invoices.
5. In the Exported column, verify that all invoices that should be exported have a value of negative one (-1). Correct any invoices with another value.
6. Exit Access and start ImagineTime.
7. Attempt to export invoices again.

If the issue persists, contact Mango Support for additional assistance.

The Allocation screen in the Billing Dashboard will not allow editing of values.

This can occur if there is a missing value in the time slip table. Contact Mango Support for additional assistance.

The carrot symbol (^) does not trigger auto-placement in invoices.

This can occur if the Auto Placement Rules have been disabled.

1. On the Billing ribbon, click Billing Dashboard.
2. Click Open Billing Dashboard.
3. Click More Format & Billing Options.
4. On the Dashboard Options tab, under Bill Periods & Years used in Narrative, Fixed Fee and Super Bills, change the Auto Placement Rules for Billing Period and Year field to “Use Auto-Placement with ^ characters in All Narrative Bills”.
5. Verify that the Auto-Place Bill Period and Auto-Place Bill Year fields are valid.
6. Close the Biling/Invoice Options and Billing Dashboard tabs.

If the issue persists, contact Mango Support for additional assistance.

When closing the Timers window, a message is displayed that you have paused timers.

This can occur if one or more timers did not get properly finished after stopping them. This generally happens automatically; however, if necessary you can repair the timer record.

1. Stop the current timer.
2. On the Setup / Utilities ribbon, click General Utilities.
3. On the Repair Utilities tab, click Timer Slips.
4. A message will be displayed. Click OK to continue.
5. For each row where your user is in the StaffID column, if the IncME column is selected, verify that the FinishedTimer column is also selected. If not, this indicates the timer is still considered running or paused. Select that column to mark it as complete.
6. Close the RepairTimers tab.

If the issue persists, contact Mango Support for additional assistance.

It is difficult to see things on a larger resolution screen.

Using a screen resolution of 1024 x 768 is recommended. If set at a higher resolution, especially when using a text size larger than 100%, some windows in ImagineTime may have overlaps or be difficult to read. For example, a resolution of 1680 x 768 at 150% font size may cause overlaps or other issues; however, reducing the resolution to 1024 x 768 at 100% font size will have close to the same appearance as the higher resolution, without issues.

Additionally, some windows in ImagineTime allows you to set them to automatically resize. This can help when using higher resolution devices.

1. On the Setup / Utilities ribbon, click Enter/Edit Staff Information.
2. Click Search for Staff and select your user account.
3. On the Permissions & Options tab, change the following options:
   • To correct issues in the Time & Expense Entry window, change the After-The-Fact-Time Entry Screens field to “Resize to Specific Monitor Size – Slower Open.” If the issue persists, change this field to “No Resize – Maximum Table Rows.”
   • To correct issues in the Contact Manager window, select the Resize Client/Contact Screen – Slower Open.
4. Close the Firm Staff & Rates tab.
5. Exit and restart ImagineTime.

Learn More

The following knowledge base articles contain additional information relating to troubleshooting in ImagineTime:

• Correcting Error Numbers
• Fixing Error Messages
• Frequently Asked Questions