INSTALL FAQ (TeleTracker Online & X-Charge)

• How do I find my Customer ID number?

  • Log in to TeleTracker Online

  • Go to View

  • Click Internet Connection Settings

• After I install 4.0.1 I can't login (with any user other than the windows user that performed the initial install)

  • Attempt to login

  • Select Yes to reconfigure

  • Under Primary Server Address enter http://webcluster2.teletracker.com

  • Under e-Catalog ID enter 1003

  • Under IM Server ID enter 1004

  • Click Apply

  • Click OK

• How do I install or reinstall TeleTracker Online?

  • Visit our website at www.teletracker.com/ttonline.htm

• How do I install or reinstall X-Charge?

  • Visit the X-Charge website - www.x-charge.com

    1. Click download

    2. Click end user

    3. User name: xuser

    4. Password: xuser2

    5. Install the software using the default settings

  • Installation instructions:

    1. Open X-Charge

    2. Click File

    3. Click X-Charge Server

    4. Click Setup

    5. Click Credit Cards Icon

    6. Click Merchant Tab

    7. Click Modify

    8. Click Load Up File

    9. Locate the file emailed to the customer. Click on File (highlights it in blue)

    10. Click Open

    11. Click OK

    12. Click Save in upper left hand corner of the screen (This must be done!)

    13. Click Connection Tab

    14. Select Connection Type (IP Gateway, IP Gateway w/ Modem Backup, Modem), if using IP Gateway with Modem Backup or Modem only, remember to select a modem and configure it.

    15. Click Save in upper left hand corner of the screen

    16. Click Exit in upper left hand corner of the screen

    17. Click Hide in X-Charge Server

    18. Back at the main page of X-Charge, click on Settlement Icon

    19. Click on Review Icon. You should get a "Settlement Totals Review" page in 2-5

ERROR FAQ:

• "Unable to connect to Data Center..." on login.

  • 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.

    1. Verify your personal login username and password.

       1. Try using the same login name on another computer known to connect to TeleTracker

       2. Verify information with management or TeleTracker Technical Support

       3. Try using different login to sign in.

  • 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?".)

    1. 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.

  • Verify the Internet Connection Settings: (In this window, we want to verify the following information.)

    1. Customer ID (typically a four digit number)

    2. User Name (case sensitive, may contain spaces)

    3. 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.]

• 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.

• "Unexpected Program Error" – "Error number : 429", when opening TeleTracker

  • This error is caused by this user account's 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.

    1. Click on the Windows Start button, and click on Run (Location of Run varies by version).

    2. Type regedt32, click OK, the Registry Editor appears along w/five other windows.

    3. Find HKEY_LOCAL_MACHINE on Local Machine window.

    4. Double click Software and highlight TeleTracker.

    5. 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.

• "Server Error on Server : [] 0"

  • Typically this is due to a secondary server not being properly set. To resolve this follow these steps:

    1. Click "Okay" on this window.

    2. Click on "Yes" when it asks to reconfigure TeleTracker.

    3. Copy the primary server into the secondary server.

    4. Click "Apply" and then "Test Connection"

    5. If the error number is still 0 (zero), please refer to Question #11 (under Errors section).

• "Server Error on Server : [...] 8000FFFF"

  • Your Customer ID is incorrect or no longer valid, please contact the Account Holder for valid internet connection settings.

• "Server Error on Server : [...] 80004005"

  • The server address is invalid, please recheck the server address and spelling.

• "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.

• "Server Error on Server : [...] 80072EE2"

  • TeleTracker is unable to get any responce from the specified server.

    1. Check that the server address is spelled properly.

    2. Try typing the same server address into a browser (such as Internet Explorer, Firefox, or Safari).

    3. Check your firewall to make sure its allowing outbound ping requests.

    4. Check the "Skip ping at startup" inside of your Internet Connection Settings

    5. Disable or Uninstall any firewall software.

• "Server Error on Server : [...] 80072EE7"

  • A firewall is blocking your connection or an invalid server address has been specified.

    1. Allow TeleTracker thru

    2. Disable any software firewalls (Norton, MacAffee, ZoneAlarm, etc).

    3. Uninstall any software firewalls

• "Server Error on Server : [...] 80072EEF"

  • See 80072EE7.

• "Server Error on Server : [...] 80072EFD"

  • See 80072EE7.

• "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.

• "Server Error on Server : [...] 80072F0D"

  • See 80072EE7

• "Server Error on Server : [...] 80072F19"

  • See 80072F05

• "Server Error on Server : [...] 80072F7D"

  • This is being caused by a windows security issue. Follow these steps to reset your Internet Options :

    1. Click on Start.

    2. Click on Control Panels (WindowsXP) or Settings, then Control Panels (Windows 2000).

    3. Open Internet Options.

    4. Click on the Advanced Tab

    5. Click on the "Restore Defaults" button.

    6. Click on Apply and then Okay.

    7. Re-launch TeleTracker and try again.

• "Server Error on Server : [...] 80072F89"

  • See 80072F7D

• 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.

LOGIN FAQ

• 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.

• 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.

SETUP FAQ

• 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.

• My SKU is longer than 12 digits. What can I do?

  • Simply use the "Manufacturer's Numbers" feature inside of the Products Master File. To set this up, follow these steps :

    1. In the Product Master File, create a custom SKU (12 characters or less).

    2. In the Manufacturer's Number (lower right hand), click on add.

    3. Select the item's vendor, and either scan or type in the item number (up to 20 characters). Save.

    4. 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.)

• 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 you'd 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.

• 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.

• How can I change the Product Type? TeleTracker isn't 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.

HARDWARE FAQ

• 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.

• How do I setup an Image Team 3800LR12 Scanner Gun?

  • For the initial setup follow these instructions :

    1. Go to page 2-2 in the user's guide.

    2. Locate the Terminal ID bar code and scan it.

    3. Go to the programming chart in the back of the user's guide.

    4. Scan in the following order: 1, 2, 4, Save.

    5. If you'd like to program for Carriage Return (enter), go to page 4-3 and scan the carriage return barcode.

• I've installed the software that comes with the Topaz Signature Pad, and now it doesn't scan into TeleTracker!

  • This software is not nessisary to install with the Topaz Signature Pads. Follow these steps to setup or restore functionality :

    1. Click on Start.

    2. Click on Control Panels (WindowsXP) or Settings, then Control Panels (Windows 2000).

    3. Open Add/Remove Programs.

    4. Remove all Topaz software.

    5. Remove Teletracker online.

    6. Open "My Computer" (on your desktop or in your start menu).

    7. Open "Local Disk C"

    8. Open "Windows"

    9. Right click and Delete the "SigPlus" folder.

    10. Download and Reinstall TeleTracker. Click here for the download page.

    11. Restart computer.

CREDIT CARDS FAQ

• 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.

REPORTS FAQ

• 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.

• How do I add a logo to reports?

  • To add a logo to your reports, simply follow these steps.

    1. Make sure the image is saved as a bitmap (ends with ".bmp").

    2. Dimensions should be no greater than 589 pixels wide by 80 pixels high.

    3. Save the logo directly off of the C drive (ie C:\MyLogo.bmp).

    4. Inside of TeleTracker, click on View, then Preferences.

    5. Click on General.

    6. Under Logo Files, for report, click on browse and locate your logo file.

    7. 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 station's reports.)

• 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.

INVOICE FAQ

• How do I print multiple copies of an invoice?

  • 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:

    1. Click on View in the menu.

    2. Click on Workstation Settings.

    3. Click on  Printer Settings.

    4. Click on the appropriate transaction (invoice, purchase order, inventory adjustment, etc.)

    5. Select the number of copies. Click OK.

• Why can't I find an item? Or, I'm 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.)

• How do I charge a restocking fee?

  • Restocking fees can be manually added to the Restocking fee field on a return. However, if you'd like restocking fees to be automatically added to certain products, use the Restocking fee feature in Revenue Departments Master Files.

• Why can't I perform a white page look up?

  • 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.

    1. http://ws.serviceobjects.com/gp/GeoPhone.asmx?WSDL

    2. http://serviceobjects.com

• How do I add a logo to invoices?

  • To add a logo to your invoices, simply follow these steps.

    1. Make sure the image is saved as a bitmap (ends with ".bmp").

    2. Dimensions should be no greater than 589 pixels wide by 80 pixels high.

    3. Save the logo directly off of the C drive (ie C:\MyLogo.bmp).

    4. Inside of TeleTracker, click on View, then Preferences.

    5. Click on General.

    6. Under Logo Files, for invoices, click on browse and locate your logo file.

    7. Close and save the changes.

• 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.

• 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.

OTHERS

• Why can't I perform a white page look up?

  • 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.

    1. http://ws.serviceobjects.com/gp/GeoPhone.asmx?WSDL

    2. http://serviceobjects.com

• 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 you'd 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.

• 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.