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TeleTracker Online F.A.Q.'s
In our day-to-day communications with TeleTracker Online
users, we are often faced with similar
questions. Here you will find the answers to the questions most commonly
asked by cellular dealers.
To View Solution to Your
Question Click the Category then the Question
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ERROR
FAQ
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"Unable to connect to Data Center..."
on login.
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When this message is received,
this indicates that TeleTracker was able to communicate with our data
center, however, it was not able to login with the credentials supplied.
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Verify your personal login
username and password.
Try
using the same login name on another computer known to connect to TeleTracker
Verify
information with management or TeleTracker Technical Support
Try
using different login to sign in.
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Internet Settings Password. (If
you are positive that your username and password are being entered correctly,
click Yes when you get the error message Unable to connect to Data Center,
would you like to reconfigure TeleTracker?.)
Once
the Yes button is clicked, TeleTracker may ask for the Internet Settings
Password. If not, skip to step C. This password is not controlled by TeleTracker
and is set locally per computer. Only the person who entered this password
would know what this password is set to. If the password cannot be retrieved,
have an authorized account holder contact technical support with the account
password, so that a technician can help retrieve this password.
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Verify the Internet Connection
Settings: (In this window, we want to verify the following information.)
Customer
ID (typically a four digit number)
User
Name (case sensitive, may contain spaces)
Password
(case sensitive) [This is restricted information assigned by TeleTracker.
If unknown, can only be given out by TeleTracker Technical Support to
authorized account holders. The account holder must also need to know
the account password.]
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Error Saving Service Provider Master File
The Service
Provider Master Files should be saved often. After every service plan,
option, base, spiff or any change made to the Service Provider, it should
be saved. This not only ensures that your work is kept safely, but also
ensures that the Service Provider is being setup properly and without
error.
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Unexpected Program Error number: 429, when opening
TeleTracker
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This error is caused by this
user accounts inability to read or make changes to the TeleTracker registry
entries. To resolve this issue, this will require a user login that has
administrative rights on this computer.
Click
on the Windows Start button, and click on Run (Location of Run varies
by version).
Type
regedt32, click OK, the Registry Editor appears along w/five other windows.
Find
HKEY_LOCAL_MACHINE on Local Machine window.
Double
click Software and highlight TeleTracker.
For
Windows 2000, in the Registry Editor title bar click on Security, then
Permissions (for Windows XP, click on Edit then Permissions). In the window
that opens, it will have Name and Permissions. Highlight each name one
at a time and in Permissions make sure that both Read and Full Control
have a checkmark. In the Allow inheritable & object, place a checkmark.
Click OK, and exit out of the Registry Editor.
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"Server Error on Server : [] 0"
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Typically this is due to
a secondary server not being properly set. To resolve this follow these
steps:
Click
"Okay" on this window.
Click
on "Yes" when it asks to reconfigure TeleTracker.
Copy
the primary server into the secondary server.
Click
"Apply" and then "Test Connection"
If
the error number is still 0 (zero), please refer to Question #11 (under
Errors section).
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"Server Error on Server : [...] 8000FFFF"
Your Customer ID is incorrect
or no longer valid, please contact the Account Holder for valid internet
connection settings.
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"Server Error on Server : [...] 80004005"
The server address
is invalid, please recheck the server address and spelling.
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"Server Error on Server : [...] 80072002"
Internet Explorer is set to
work offline. Please open Internet Explorer, click on the "File"
menu, then disable "Work Offline" by clicking on the check mark.
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"Server Error on Server : [...] 80072EE2"
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TeleTracker is unable to get any responce from
the specified server.
Check that the
server address is spelled properly.
Try typing the same server
address into a browser (such as Internet Explorer, Firefox, or Safari).
Check your firewall
to make sure its allowing outbound ping requests.
Check the "Skip
ping at startup" inside of your Internet Connection Settings
Disable or Uninstall
any firewall software.
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"Server Error on Server : [...] 80072EE7"
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A firewall is blocking your connection or an
invalid server address has been specified.
Allow TeleTracker
thru
Disable any
software firewalls (Norton, MacAffee, ZoneAlarm, etc).
Uninstall any
software firewalls
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"Server Error on Server : [...] 80072EEF"
See 80072EE7.
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"Server Error on Server : [...] 80072EFD"
See 80072EE7.
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"Server Error on Server : [...] 80072F05"
Invalid local time is expiring
security certificates. Check the time and date by by double clicking on
the time in the lower right hand corner of your computer screen.
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"Server Error on Server : [...] 80072F0D"
See 80072EE7
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"Server Error on Server : [...] 80072F19"
See 80072F05
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"Server Error on Server : [...] 80072F7D"
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This is being caused by a windows security issue.
Follow these steps to reset your Internet Options :
Click on Start.
Click on Control Panels
(WindowsXP) or Settings, then Control Panels (Windows 2000).
Open Internet
Options.
Click on the
Advanced Tab
Click on the
"Restore Defaults" button.
Click on Apply
and then Okay.
Re-launch TeleTracker
and try again.
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"Server Error on Server : [...] 80072F89"
See 80072F7D
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Why am I getting an error regarding "timeclock"
with this new user?
This is an issue that has been
successfully resolved with the patch file, located under the Downloads
section. Once this patch has been applied, this issue should no longer
appear.
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INSTALL FAQ
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How do I install or reinstall TeleTracker Online?
Visit our website
at www.teletracker.com/ttonline.htm
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LOGIN FAQ
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Where do I locate my Internet Connection Settings?
Locate the email sent to the
Primary Account Holder by Sales or Contact Technical Support to have them
resend the information to the email address on file.
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Why am I getting an error regarding "timeclock"
with this new user?
This is an issue that has been
successfully resolved with the patch file, located here. Once this patch
has been applied, this issue should no longer appear.
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SETUP FAQ
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How do I quickly enter information for prices on
Products Master Files?
Under the Pricing
and Costs tab of the Products Master File, click on the Region level (dark
blue ball). Enter the prices associated with the product. If a specific
location, district, or market has a different price, click on the area
affected, then highlight and delete the value you wish to remove.
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My SKU is longer than 12 digits. What can I do?
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Simply use the Manufacturers Numbers feature
inside of the Products Master File. To set this up, follow these steps
:
In the Product
Master File, create a custom SKU (12 characters or less).
In the Manufacturers
Number (lower right hand), click on add.
Select the items
vendor, and either scan or type in the item number (up to 20 characters).
Save.
Repeat steps
b and c as many times as necessary for this product. (Using this method,
your salespeople can scan the UPC, an in-house barcode, or any vendor-specific
barcode.)
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How do I set defaults for invoices, returns, and
other settings?
All default settings
can be specified in Preferences, available through the View menu. These
settings are on a per location basis, so different stores will have different
settings. If youd like to copy all of your settings from one location
to another, simply drag the location name on to the other location. Please
note that this will also copy your merchant information, so double check
all settings before closing the preferences window.
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Why can't I activate my GSM Phone?
If you are setting
up a phone as a Product Type GSM Handset in the Product Master File, then
you will also need to include a SIM Card on the invoice as well. Alternately,
use the Product Type GSM Handset w/ SIM to include both items on a single
product.
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How can I change the Product Type? TeleTracker isnt
letting me!
TeleTracker requires
that all inventory be removed before making critical changes to the Product
Master File, such as a Product Type change. Once the inventory (from all
stores) has been removed, make the necessary changes to the Product and
bring the inventory back in.
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HARDWARE FAQ
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What should I do if my store shares a single cash
drawer?
To make sure your
Cash Drawer Reconciliation report calculates correctly, make sure that
each station sharing the cash drawer has the same station number. Check
this by opening the Workstation Settings from the View menu.
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How do I setup an Image Team 3800LR12 Scanner Gun?
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For the initial setup follow these instructions
:
Go to page 2-2
in the users guide.
Locate the Terminal
ID bar code and scan it.
Go to the programming
chart in the back of the users guide.
Scan in the
following order: 1, 2, 4, Save.
If youd like
to program for Carriage Return (enter), go to page 4-3 and scan the carriage
return barcode.
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I've installed the software that comes with the
Topaz Signature Pad, and now it doesn't scan into TeleTracker!
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This software is not nessisary to install with
the Topaz Signature Pads. Follow these steps to setup or restore functionality
:
Click on Start.
Click on Control
Panels (WindowsXP) or Settings, then Control Panels (Windows 2000).
Open Add/Remove
Programs.
Remove all Topaz
software.
Remove Teletracker
online.
Open "My
Computer" (on your desktop or in your start menu).
Open "Local
Disk C"
Open "Windows"
Right click
and Delete the "SigPlus" folder.
Download and
Reinstall TeleTracker. Click here for the download page.
Restart computer.
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CREDIT CARDS FAQ
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I can't batch American Express or Discover Cards.
What can I do?
Processors have
advised that when batching these types of credit cards, it has to be from
station 1 or it will not go through.
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REPORTS FAQ
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The times on a report are not correct; how can I
fix this?
Check your computer
time settings. Even though the time itself may be correct, the time zone
may not be set correctly, causing TeleTracker to show incorrect information.
Double click the clock in your task bar to open the Date and Time Properties
and click on the Time Zone tab to check that your time zone is set correctly.
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How do I add a logo to reports?
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To add a logo to your reports, simply follow
these steps.
Make sure the
image is saved as a bitmap (ends with .bmp).
Dimensions should
be no greater than 589 pixels wide by 80 pixels high.
Save the logo
directly off of the C drive (ie C:\MyLogo.bmp).
Inside of TeleTracker,
click on View, then Preferences.
Click on General.
Under Logo Files,
for report, click on browse and locate your logo file.
Close and save
the changes. (Because preferences are set per location, each station should
have this logo file in the same place in order for it to show on every
stations reports.)
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How do I check what my total profit and loss for
today was?
Run a profit and
loss report. It is located under "Finantial", then "Profit
& Loss", and choose between Invoice or Product based reports.
The "Invoice Profit and Loss" report is grouped by invoice type.
The "Product Profit and Loss" report is grouped by product type.
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INVOICE FAQ
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How do I print multiple copies of an invoice?
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By default, TeleTracker will only print one
copy of an invoice. If you wish to have two or more copies by default
then follow these steps:
Click on View
in the menu.
Click on Workstation
Settings.
Click on
Printer Settings.
Click on the
appropriate transaction (invoice, purchase order, inventory adjustment,
etc.)
Select the number
of copies. Click OK.
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Why cant I find an item? Or, Im getting an error
: "Invalid product code or serial number : [&] or this item is
not in stock."
The In-stock Product
Lookup Utility will only show products that are either in-stock (even
if discontinued), can be activated (like a cellular phone, for customer
owned activations), or are non inventory items (services, some prepaid
cards, etc.)
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How do I charge
a restocking fee?
Restocking fees
can be manually added to the Restocking fee field on a return. However,
if youd like restocking fees to be automatically added to certain products,
use the Restocking fee feature in Revenue Departments Master Files.
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Why can't I perform a white page look up?
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This is most likely due to a firewall blocking
certain sites that TeleTracker uses to look up this information. Open
the firewall to the sites below.
http://ws.serviceobjects.com/gp/GeoPhone.asmx?WSDL
http://serviceobjects.com
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How do I add a logo to invoices?
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To add a logo to your invoices, simply follow
these steps.
Make sure the
image is saved as a bitmap (ends with .bmp).
Dimensions should
be no greater than 589 pixels wide by 80 pixels high.
Save the logo
directly off of the C drive (ie C:\MyLogo.bmp).
Inside of TeleTracker,
click on View, then Preferences.
Click on General.
Under Logo Files,
for invoices, click on browse and locate your logo file.
Close and save
the changes.
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I keep getting logged out of TeleTracker after saving
invoices. How do I disable this?
Check your Preferences.
From TeleTracker go to View, Preferences, click on the store location
on the left side, then click on invoice to the right. Make sure Logout
After Printing is unchecked, then close the window and click on Yes. Remember
that Preferences are set per location, simply repeat this solution for
each location.
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Why can't I activate GSM Phones?
If you are setting
up a phone as a Product Type GSM Handset in the Product Master File, then
you will also need to include a SIM Card on the invoice as well. Alternately,
use the Product Type GSM Handset w/ SIM to include both items on a single
product.
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OTHERS
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Why can't I perform a white page look up?
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This is most likely due to a firewall blocking
certain sites that TeleTracker uses to look up this information. Open
the firewall to the sites below.
http://ws.serviceobjects.com/gp/GeoPhone.asmx?WSDL
http://serviceobjects.com
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How do I set defaults for invoices, returns, and
other settings?
All default settings
can be specified in Preferences, available through the View menu. These
settings are on a per location basis, so different stores will have different
settings. If youd like to copy all of your settings from one location
to another, simply drag the location name on to the other location. Please
note that this will also copy your merchant information, so double check
all settings before closing the preferences window.
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My previously saved invoices have different information
or print differently than new invoices. What's going on?
Preferences are
not retroactive. For example, you have an invoice that has notes added
to it. During the time the invoice was created, Print Notes was not set
as a preference. Later, you change your preferences to include the Print
Notes option. If you need to reprint an invoice that was done prior to
Print Notes being set as a preference, the notes will not print. Unless
you go into the invoice and manually put a checkmark in the Print
Notes box, and then print. Any invoices made after the preference selection
will automatically have Print Notes checked.
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