Before calling Caseware Technical Support

Before contacting our Support Team, try the tips below to fix your issues.

Please Note: Some of the processes outlined below can affect the contents of your file, such as customisation. Therefore, please first take a backup of your file before proceeding.

Click here for instructions on taking a backup.

Common Issues and How to Resolve Them

Differences On The Face Of The Accounts	Run the DIAG and post journals based on the errors it highlights.
Error Message	Try searching keywords from the error message on the Help Site, as we have a number of articles covering common error messages.
Unusual Formatting Issue In Final Accounts	Ensure you are on the latest ePack, then try removing and replacing the affected area.
Working TB out of balance with no explanation	Run a Repair on the file.
A note is not pulling into the accounts.	Ensure the note is switched on, the accounts are unlocked, or try running Housekeeping.
Working Papers/CaseView is crashing	Run a Repair on the file.

My Query Is Not Covered Above/Resolved Following These Steps

If you do determine that your query is not covered by the above steps, please ensure the following have been addressed before contacting Support:

If you have followed the steps above, please take a fresh backup of the file. Click here for instructions on taking a backup.

You have access to the affected machine to be able to set up a screenshare/send screenshots.

You are on the latest ePack.

TB balances to zero (unless an unexplained balancing error in the Trial Balance is the issue).

No one else is currently within the file.

Once you have addressed the above steps - contact us on 01622 355 250, use our Live Chat facility on the Help Site, or email your query to uksupport@caseware.co.uk.

Before calling Caseware Technical Support - with QuickVid