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Computer Hangs Up

Problem

Your computer freezes or hangs up when working with ProPay.

Solution

Follow these troubleshooting steps based on whether the problem affects one client or multiple clients.

Initial step: Reboot your computer

  1. Close ProPay (force-quit if necessary).
  2. Restart your computer.
  3. Start ProPay and try the operation again.

If the problem is resolved, you're done. If not, continue based on the scope of the problem.

Problem Affects Only One Client

If the computer hangs only when working with a particular client, the files for that client may be corrupted.

Submit files for technical support

  1. Go to Client Functions > Miscellaneous > Zip and Email Files on the ProPay Main Menu.
  2. Select the affected client.
  3. Create a zip file of the client's data.
  4. Email the zip file to Paysoft technical support with:
    • Description of when the hang occurs
    • What operation you were performing
    • Any error messages displayed

    Paysoft support will analyze the files and provide a solution or repaired files.

    Problem Affects Multiple Clients

    If the computer hangs when working with several different clients, follow the appropriate steps for your installation type.

    Single computer installation

    If ProPay is installed on a single computer (not networked):

    1. Download the latest version of ProPay:
      • Go to Utilities > Download the Latest Version of ProPay on the ProPay Main Menu.
      • Or download from the Paysoft website.
      1. Install the update over your existing installation.
      2. Restart your computer.
      3. Start ProPay and try the operation again.

      Network installation

      If ProPay is installed on a network server:

      Step 1: Verify all users have exited

      1. Have all users exit ProPay on all workstations.
      2. Verify no one is accessing ProPay.

      Step 2: Reboot the server

      1. Schedule a server reboot.
      2. Restart the network server when possible.
      3. Start ProPay and try the operation again.

      If the problem is resolved, you're done. If not, continue to Step 3.

      Step 3: Reinstall ProPay on the server

      1. Reboot the server again.
      2. Download the latest version of ProPay.
      3. Install the update on the server.
      4. Restart the server.
      5. Start ProPay from a workstation and test.

      Common Causes of Computer Hangs

      Hardware issues:

      • Insufficient RAM (memory)
      • Hard drive errors or low disk space
      • Overheating
      • Failing hardware components

      Software issues:

      • Outdated ProPay version
      • Corrupted data files
      • Conflicting programs running in background
      • Antivirus or firewall interference
      • Windows updates pending

      Network issues (multi-user systems):

      • Network connectivity problems
      • Server performance issues
      • File locking conflicts
      • Insufficient server resources

      Prevention

      To minimize computer hangs:

      1. Keep ProPay updated - Download latest version regularly
      2. Maintain adequate disk space - Keep at least 20% free on your hard drive
      3. Run regular backups - Daily backups protect against data corruption
      4. Close unnecessary programs - Free up system resources before using ProPay
      5. Check for Windows updates - Keep operating system current
      6. Monitor server performance - For network installations, ensure server has adequate resources
      7. Use current hardware - Older computers may struggle with newer software versions

      Getting Help

      If the problem persists after trying all solutions:

      1. Contact Paysoft technical support.
      2. Be prepared to provide:
        • ProPay version number
        • Windows version
        • Description of when the hang occurs
        • Whether it's a single computer or network installation
        • Whether the problem affects one client or all clients
        • Any error messages (take screenshots if possible)

        Related Topics

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