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Errors and Troubleshooting Overview

General Approach

Most ProPay problems can be resolved quickly using one or both of these actions:

1. Reboot the computer

If your computer freezes or ProPay hangs:

  • Press Ctrl + Alt + Delete simultaneously
  • Or press the Reset button on your computer
  • Allow Windows to restart completely

2. Rebuild index files

  1. Go to Client Functions > Miscellaneous > Rebuild Index Files on the ProPay Main Menu
  2. Select the affected client
  3. Allow ProPay to rebuild all index files

Common Causes of Errors

Experience shows that most ProPay errors are caused by outside factors affecting the environment in which ProPay operates:

  • Windows operating system issues: Printing problems, display issues
  • Printer problems: Driver issues, memory limitations, cable problems
  • Network issues: Connection problems, file locking, permissions
  • Hardware problems: Insufficient memory, failing hard drives

Getting Technical Support

If rebooting and rebuilding index files don't resolve the issue, contact Paysoft technical support.

Submit a detailed support request

Include the following information:

  1. Computer specifications:
    • Model and processor speed
    • RAM (memory) amount
    • Example: "Dell Optiplex, Pentium 400 MHz, 128 MB RAM"
    1. Network environment:
      • Are you running ProPay on a single computer or network?
      • If network, what type (Windows network, Novell, etc.)?
      1. Steps to reproduce:
        • What were the last three menu selections before the error?
        • What specific action triggered the error?
        • Does it happen every time or intermittently?
        1. Exact error message:
          • Write down the complete error message
          • Take a screenshot if possible
          • Note any error codes or numbers

          Printing Problems

          Nothing prints

          Symptoms: You attempt to print checks or reports but nothing comes out of the printer.

          Diagnosis:

          1. Try printing from another program (like Notepad or Word)
          2. If nothing prints from any program, check Windows printer configuration
          3. If other programs print successfully, the issue is ProPay printer setup

          Solution:

          1. Go to Client Functions > Setup > System Setup > Tab 3 (Printers) on the ProPay Main Menu
          2. Click the dropdown arrow to see available printers
          3. Select a printer from the list
          4. Try printing again
          5. If still nothing prints, reboot your computer and try once more

          Reports don't look right

          Symptoms: Reports print but formatting is incorrect (alignment issues, compressed text, etc.)

          Cause: Usually related to printer driver properties and resolution settings.

          Solution: See Printer issues and System setup - Printers

          Error 20

          Symptoms: Printing stops with "Error 20" message.

          Causes:

          • Printer doesn't have enough memory for the print job
          • Computer is sending jobs faster than printer can handle

          Solution:

          1. Open Control Panel > Printers
          2. Double-click your printer name
          3. Choose Properties > Device Options
          4. Reduce printer memory to the next lower level
          5. Reboot your computer and try printing again

          Printer stops after a few checks

          Symptoms: Printer prints some checks then stops before completing the job.

          Causes:

          • Insufficient printer memory (need 4-8 MB for 50 checks)
          • Inadequate system files/buffers
          • Small printer spool size

          Solutions:

          Add printer memory: If possible, install more memory in your printer. A typical payroll run of 50 checks requires 4-8 MB of printer memory. Larger runs require more.

          Increase printer spool size:

          1. Right-click printer in Control Panel > Printers
          2. Select Properties
          3. Find spool settings and increase spool file size
          4. Click OK and try printing again

          Various printing problems

          Many printing issues stem from:

          • Hardware: Inadequate printer memory, bad printer cable
          • Network setup: Configuration issues, permissions, file sharing
          • Windows configuration: Driver issues, spool settings, port configuration

          Additional resources:

          For Windows-specific printing troubleshooting, consult:

          • Microsoft Support website (search for "Windows printing problems")
          • Windows user manual for your version
          • Your printer manufacturer's troubleshooting guide

          Best Practices

          Restart at least once a day

          If your computer runs continuously (all day or all night):

          1. Close all open files and programs
          2. Restart your computer at least once per day:
            • Click Start > Shut Down > Restart

            Why restart?

            Windows doesn't always release system resources when programs close. Over time, this can affect computer performance. Restarting clears these resources and prevents problems.

            Note: The amount of RAM (memory) you have doesn't prevent resource depletion. Regular restarts are important regardless of memory size.

            Make regular backups

            Before troubleshooting any issue, ensure you have a current backup of your ProPay data.

            See: Backup files

            Related Topics

            Common error messages

            Printing issues

            System issues

            Data issues

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