State of Tennessee\Documents and Settings\All Users\Application Data\System Innovators For Windows 10 users, all iNovah users will need READ-ONLY rights in the registry: HKEY_CLASSES_ROOT\

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State of Tennessee

iNovah Hardware/Software Troubleshooting Guide

for the

State of Tennessee

Edison Project

June 21, 2018

State of Tennessee – Edison Project End User Training Material – iNovah Hardware/Software Troubleshooting Guide

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Contents

1 INTRODUCTION .................................................................................................................................................. 3

2 GENERAL TROUBLESHOOTING ............................................................................................................................ 3

2.1 iNovah Compatibility ............................................................................................................................................... 3 2.2 Proper Shutdown of PC’s with iNovah .................................................................................................................... 3 2.3 Web Compatibility ................................................................................................................................................... 3 2.4 Internet Pop-Up Blocker.......................................................................................................................................... 4 2.5 Location of Important Documents & Files .............................................................................................................. 5 2.6 iNovah User Permissions Needed ........................................................................................................................... 5 2.7 How to Disable USB Sleeping in Windows 7 ........................................................................................................... 6

3 ISSUES WITH INOVAH HARDWARE...................................................................................................................... 7

3.1 Ingenico PIN PAD ..................................................................................................................................................... 7 3.1.1 Common Issue Resolution ........................................................................................................................... 7 3.1.2 Issue with Ingenico Driver Upgrade ............................................................................................................. 7

3.2 Pin Pad – VeriFone MX915 ...................................................................................................................................... 8 3.2.1 Specs for our VeriFone MX915 .................................................................................................................... 8 3.2.2 Signature Box Resolution ............................................................................................................................. 8

3.3 Check Scanner ....................................................................................................................................................... 10 3.3.1 Unable to Open the Imaging Device .......................................................................................................... 10 3.3.2 Scanning Checks using the Canon CR-55 or Canon CR-50 ......................................................................... 13 3.3.3 Common Issue Resolution ......................................................................................................................... 13 3.3.4 "This item has already been used in this transaction or a prior transaction." .......................................... 14 3.3.5 Check Scanner is Unresponsive after a Paper Jam .................................................................................... 14 3.3.6 Unable to Communicate with Document Imaging Device-Even though Device is Powered and Online .. 14 3.3.7 Errors with Canon CR-55 on a Lenovo M 78 Machine ............................................................................... 14

3.4 TPG Receipt Printer ............................................................................................................................................... 15 3.4.1 Resetting the Receipt Printer ..................................................................................................................... 15 3.4.2 A776 Error on 64-bit Machine ................................................................................................................... 15 3.4.3 A776 Printer Diagnostics Mode MICR TEST ............................................................................................... 15 3.4.4 A776 Printer on a 64- bit Machine without Using the USB Mode Selector ............................................... 16

4 SYSTEM ISSUES ................................................................................................................................................ 16

4.1 Installation issues .................................................................................................................................................. 16 4.1.1 Installing prerequisites encountered a .net 2.0 request & .net 3.5 request ............................................. 16 4.1.2 SQL Express Prerequisite Installation ........................................................................................................ 17 4.1.3 'INSTALL' Button is Non-responsive ........................................................................................................... 17

4.2 Client Issues ........................................................................................................................................................... 17 4.2.1 Details Button Receiving Offline Mode Message ...................................................................................... 17 4.2.2 Pre-Login Handshake Error ........................................................................................................................ 18 4.2.3 MICR Line symbol missing when manually entering Check MICR line in Windows 10 ............................. 18 4.2.4 Unrecoverable Error Encountered: Microsoft SQL Express is Not Installed .............................................. 19 4.2.5 Unrecoverable Error: Unable to Load System Configuration From Local Database ................................. 24

4.3 Web ....................................................................................................................................................................... 24


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4.3.1 Application Error iNovah Web ................................................................................................................... 24 4.3.2 Users Are Unable to See Batches on the Batch Management Page .......................................................... 25 4.3.3 Error Editing Consolidated Deposit Date ................................................................................................... 25

1 INTRODUCTION This manual contains troubleshooting steps for commonly found issues with the iNovah application. Prior to contacting the Edison Help Desk with iNovah issues, the agency level IT should be contacted to troubleshoot the issue.

2 GENERAL TROUBLESHOOTING

2.1 iNovah Compatibility

iNovah is 32 & 64 bit compatible

Compatible with Windows 7 and Windows 10

iNovah is compatible with Internet Explorer version 9 and 11.

iNovah is not currently compatible with Google Chrome, Edge, Firefox, etc.

2.2 Proper Shutdown of PC’s with iNovah

The proper way to shut down a PC is to click on Start > Shut down.

One should never just press the power button on the PC to shut down unless the PC is locked and the user is unable to click Start > Shut Down.

2.3 Web Compatibility

For issues with Internet Explorer 11 compatibility:

1. Select the gear icon in the upper right-hand corner of your browser 2. Select Compatibility View Settings 3. In the box that appears, enter tn.gov underneath ‘Add this Website:’


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4. Click Add 5. Click Close

2.4 Internet Pop-Up Blocker Pop-up blocker needs to be turned off on any iNovah user’s workstation. When the pop-up blocker is not turned off problems with the iNovah Web application occur when balancing/approving batches. Failure to set IE to allow pop-ups will result in unpredictable behavior.

To allow pop-ups from the iNovah Web application, add the iNovah web address to the Trusted Site:

1. Navigate to Tools > Internet Options > Security > Sites 2. Paste or type the iNovah web address in the ‘Add this website to the zone:’ field 3. Click ADD 4. Click Close to Exit 5. Click OK 6. Pop-up blocker settings should look like the one below:

For IE11:

1. Navigate to Tools > Internet Options > Security > Sites 2. Paste or type the iNovah web address in the ‘Add this website to the zone:’ field


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3. Click Add 4. Select the Privacy tab 5. Uncheck ‘Turn on Pop-up Blocker’ 6. Click OK

2.5 Location of Important Documents & Files

1. iNovah Quick Start Guide (Windows 7 & 10) - http://upk.edison.tn.gov/tp 2. iNovah Installation Files (Windows 7 & 10) - http://upk.edison.tn.gov/tp 3. Manufacturer’s User Manuals for iNovah Hardware - http://upk.edison.tn.gov/tp

A776 Receipt Printer

Cash Drawer

CR120 Check Scanner

CR55 Check Scanner

Ingenico Credit Card PIN PAD

2.6 iNovah User Permissions Needed

Edison recommends that all iNovah cashiers have either Power User rights or Admin rights to their iNovah cashier workstations. If these rights are not provided to the cashiers, the cashier will need full rights to the following:

For Windows 7 users, All iNovah users will need FULL CONTROL rights:

C:\ProgramData\System Innovators

C:\Program Files (x86)\Common Files\System Innovators

C:\Program Files (X86)\Common Files\Silver Bullet Technology

C:\Program Files (x86)\iNovah 2

C:\Program Files (x86)\Microsoft SQL Server

C:\Program Files (x86)\cognativeTPGPrinters

For Windows 7 users, All iNovah users will need READ-ONLY rights in the registry:

HKEY_CLASSES_ROOT\...

HKEY_USERS\...

HKEY_LOCAL_MACHINE\SOFTWARE\...

HKEY_LOCAL_MACHINE\SOFTWARE\OLEforRetail (THIS FOLDER WILL NEED TO HAVE READ/WRITE)

For Windows 10 users, all iNovah users will need READ/WRITE rights:

C:\Program Files\Common Files

C:\Program Files\iNovah 2

C:\Program Files\Microsoft SQL Server

C:\Program Files\OPOS

C:\Program Files\Silver Bullet Technology

C:\Program Files\TPG

C:\Program Files\VeriFone

http://upk.edison.tn.gov/tp




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C:\Documents and Settings\All Users\Application Data\System Innovators

For Windows 10 users, all iNovah users will need READ-ONLY rights in the registry:

HKEY_CLASSES_ROOT\...

HKEY_USERS\...

HKEY_LOCAL_MACHINE\SOFTWARE\...

HKEY_LOCAL_MACHINE\SOFTWARE\OLEforRetail (THIS FOLDER WILL NEED TO HAVE READ/WRITE)

2.7 How to Disable USB Sleeping in Windows 7

1. From the Start Menu, right Click on “Computer” and go to Properties 2. Click on the Device Manager link 3. In the Device Manager expand “Universal Serial Bus controllers” 4. Right Click on USB Root Hub -> Properties

5. In the USB Root Hub Properties, go to the Power Management tab 6. Unselect ‘Allow the computer to turn off this device to save power

7. This checkbox will need to be unselected for all USB Root Hubs


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** Please call the Edison Help Desk with any other questions or concerns. **

3 ISSUES WITH INOVAH HARDWARE Cashiers: For any hardware/software issues with iNovah, please call the respective agencies desktop

support/helpdesk first. Desktop support in each agency has received instructions on handling first level troubleshooting problems with iNovah hardware and software.

3.1 Ingenico PIN PAD

3.1.1 Common Issue Resolution

1. Try to reset the Pin Pad using the steps below:

Validate iNovah is not open

Hold down 1, Cancel, and Enter at the same time for approximately 3-4 seconds 2. If issue is not resolved, turn off the PC. While the PC is off, unplug the PIN PAD and plug it back in

before rebooting the PC. 3. If issue is still not resolved, uninstall and reinstall the Ingenico drivers on the workstation. 4. Validate that the user’s group has all the correct iNovah permissions (listed above) 5. If issues are still encountered after all of the above steps have been performed, please contact the

Edison Help Desk.

3.1.2 Issue with Ingenico Driver Upgrade

1. Unplug POS Device 2. Remove OPOS for Ingenico iSeries from Add/Remove Programs 3. Install OPOS for Ingenico iSeries from “OPOS for the Ingenico iSeries_2..6.1.exe” file 4. Reconnect POS Device (See below) 5. Configure iNovah Peripheral Devices (See below) 6. Configure OPOS through Control Panel icon per instruction 7. Log into iNovah to confirm peripheral device configuration

Notes: The tech support ran into a few issues with the installation. The Silent Install.bat file would not automatically remove the old OPOS software and install the new software. The POS Device (6550) turned on the HW Attack Flag after powering up during Step 4 listed above. The HW Attack Flag was manually cleared and everything seemed to work ok. On the iNovah peripheral config, they were able to enter “Ing6xxx” in the Pin Pad section, but had to change the Mag Stripe Reader section to “Connected to OCR Reader” to avoid a consistent iNovah device error “An attempt was made to perform an illegal or unsupported operation with the device….”. A large number of workstations with the older v2.5.0 OPOS drivers had similar issues when anything was entered in the Mag Stripe Reader config section.

Below is their software & firmware revision on this test workstation: UIA: 2.7.03 March 20, 2008 16:33 U32:


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3.2.D.0 SSA: 2.5.6.0 MNT: 5.1.1.0 EFTL/EFTP: 0001/0001

They found out also that it doesn’t appear to be necessary to reboot the PC during the OPOS uninstall/install process but it does require elevated privileges using “run as” or some other equivalent program and also requires that the iNovah client be completely closed. None of the Credit Card machines had to be disconnected or rebooted either. It won't totally uninstall if anything iNovah related is being held open

From our vendor: Regardless of what the screen on the Ingenico displays, logging out of Cashier, then logging back in and choosing a batch re-initializes the peripherals.

Two ways to re-initialize the Ingenico (and all peripherals for that matter): 1. Selecting a batch for processing from the Home Screen

2. Opening the Peripheral Settings dialog (make changes if necessary) and clicking OK. Both of these actions initialize all peripheral devices. If there are communication issues with the pin pad and neither of those options work without logging out of Cashier, the next option would be to close cashier completely and then open it, log in, and select a batch for processing. Opening Peripheral Diagnostics will also initialize the peripheral devices, but only for use in the Peripheral Diagnostics dialog. Once that dialog is closed, the peripherals are initialized again upon selection of a batch for processing.

3.2 Pin Pad – VeriFone MX915

3.2.1 Specs for our VeriFone MX915

Model: 915

Serial Number 282-723-016

Hardware P/N: M132-409-01-R Hardware Rev: C10

Unit ID: 12000000 Vault Version: 4.3.2

AppM Version: 4.0.0.0101

SRED Version: N/A Open Protocol: 4.0.0

SBI version: 03.08 U-Boot Version: 2009.11-vf.1.0.5

Kernel Version: 2.6.31.14-vf.1.3.0102

RFS Version: 1.0.9.0104 Build: release-20120625-SC-3.1.2-B

SOC Revision: VF2101-C0

3.2.2 Signature Box Resolution

1. Open Regedit (Search from the Start Menu)

2. 32-Bit Machine: Navigate to HKEY_LOCAL_MACHINE > Software > OLEforRetail > Service OPOS > Signature

Capture > Verifone MX > MX Params

3. 64-Bit Machine: HKEY_LOCAL_MACHINE > Software > WOW6432Node > OLEforRetail > Service OPOS >

Signature Capture > Verifone MX > MX Params


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4. Make the following changes(Right Click on the value to be modified and click Modify)

a. EndX:

i. Base: Decimal

ii. Value Data: 450

b. EndY:

i. Base: Decimal

ii. Value Data: 230

c. StartX:

i. Base: Decimal

ii. Value Data: 10


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d. StartY:

i. Base: Decimal

ii. Value Data: 150

3.3 Check Scanner

3.3.1 Unable to Open the Imaging Device

If you receive the following error upon opening a new or existing batch in iNovah, please try the troubleshooting

steps below:

For Windows 10:

1) Open the File Explorer.

2) Select the drop down for “This PC” from the options on the left.

3) Highlight the C: drive and copy and paste the driver file name into the search field on the top right. For

example, copy and paste “2555CRR_V2525.exe” into the search field if the scanner being used is the CR-55.

Copy and paste “SETUP (v2.6.0.4)” into the search field if the scanner being used is the CR-50. Hit “Enter” and


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a search should be initiated for that file name. See below.

4) If multiple instances of this same file name appear (see below)…


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… right click and remove all BUT the earliest dated instance of the file. See below. If a message is received

stating that the “File is no longer at this location,” contact the Edison AR/Billing/Cashiering team for

guidance.

5) Once there is only the earliest dated instance of the driver file name in the list, double click the file name and

follow the Setup Wizard through to Finished.

6) Reboot the workstation.

7) Open the iNovah client once more and attempt to scan a check (or validate that the Image Device is opening

at File>Peripheral Diagnostics>Document Imager).

For Windows 7:


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Steps are the same as Windows 10, the only difference being that, in step number 2, Windows 7 may have “This

PC” listed as “Computer” instead, as seen below.

3.3.2 Scanning Checks using the Canon CR-55 or Canon CR-50

There is a noticeable difference in speed between USB 1.0 and USB 2.0 when scanning checks and bills via the Cannon CR-55/CR-50 imager:

USB 1.0 takes 5 seconds for scanned check info to appear on screen

USB 2.0 takes 1 second for scanned check info to appear on screen

To determine which USB version the workstation has:

1. Go to Control Panel/System 2. Select the Hardware tab 3. Click Device Manager 4. Scroll to the bottom and expand the Universal Serial Bus controllers section

Version 2.0 will say ‘Enhanced USB Controller’. If it just says ‘USB Controller’ it has version 1.x.

3.3.3 Common Issue Resolution

Do not pull a check out of the scanner after it has begun scanning. This can cause the gears in the scanner

to malfunction.

1. Try to reset the Check Scanner using the steps below:

Turn off the PC and unplug the scanner from the power source

Plug the scanner back in to the power source and restart the PC

2. If the steps above do not resolved the Check Scanner issues, attempt uninstalling and reinstalling the scanner drivers on the workstation.


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3. Validate that the user’s group has all the correct iNovah permissions

4. If issues are still encountered after all of the above steps have been performed, please contact the Edison Help Desk.

3.3.4 "This item has already been used in this transaction or a prior transaction."

When a user receives this message but has not previously scanned the check, the user should log out of the iNovah

client and then log back in. The check should then scan correctly.

If the check does not scan after logging out and back into iNovah, try processing the check by manually entering the

check information (do not scan the check) – THIS IS NOT AN OPTION IF THE AGENCY IS ALREADY ON CHECK 21

PROCESSING

3.3.5 Check Scanner is Unresponsive after a Paper Jam

Cashiers will need to install the new ranger API files. These updated files include a resolution that stops the Ranger API from being unresponsive after a paper jam.

The new driver is uploaded to the intranet site at: http://upk.edison.tn.gov/tp in the iNovah installation instructions ZIP file and the instructions for installing it are in the Quick Start Guide version 9 and higher.

3.3.6 Unable to Communicate with Document Imaging Device-Even though Device is Powered and

Online

1. Close the Cashier 2. Verify the User’s Group on the machine has the necessary permissions listed in the iNovah User

Permissions Needed section) 3. Once all permissions are set have the cashier login to the Cashier and test the Document Imager

3.3.7 Errors with Canon CR-55 on a Lenovo M 78 Machine

Description: One check will scan, but when attempting to scan multiple checks the machine will freeze.

Issue: Canon CR 55 scanner driver is incompatible with industry standard USB 3 operation. The M 78 has 8 USB ports, only 6 of which are externally accessible and of those only two (2) are USB 2

Work Around: Insure that the scanner is plugged into a USB 2 port which needs to be identified on all new systems as this represents a System requirement until there is a driver revision



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3.4 TPG Receipt Printer 3.4.1 Resetting the Receipt Printer

1. Open the receipt printer, where the paper is located 2. Use a pencil to press the reset button in the upper right hand corner (see below)

3. The printer will click when it has been reset 4. Close the printer and validate it is functioning 5. Make sure to leave the transparent field on the ink cartridge in the receipt printer. If taken off, it

could cause jamming when using the receipt printer.

3.4.2 A776 Error on 64-bit Machine

If an error is received while installing an A776 printer that was previously connected to a 32-bit machine, please verify the USB Mode Selector step in the installation guide was performed while the printer was still connected to the 32-bit machine. If you no longer have a 32-bit machine, follow the steps below:

3.4.3 A776 Printer Diagnostics Mode MICR TEST

PRINTER DIAGNOSTICS NEEDS TO BE SET TO OFF

1. On the back of the printer lower the back cover and locate the red box 2. Push Switch one to the down position, while switch two remains in an up position 3. Unplug the power supply from the back of the printer 4. Plug the power supply back into the printer WHILE holding down the receipt feed button. HOLD until

the MAIN MENU prints 5. Press the feed button on the printer 3 SHORT times and 1 LONG time to select the Diagnostic Modes

option. 6. To Save new parameters press the feed button 1 LONG time 7. When you return to the Main Menu press the feed button 1 SHORT time and 1 LONG time to

validate


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8. Return switch one on the back of the printer to the up position and unplug the power supply from the back of the printer, also unplug the USB cable

9. Plug the power supply and USB cable back into the printer and Print the Printer Diagnostics form to verify USB Driver Type has changed from Native to Printer Class

3.4.4 A776 Printer on a 64- bit Machine without Using the USB Mode Selector

PRINTER NEEDS TO BE SET TO PRINTER CLASS USB

1. On the back of the printer lower the back cover and locate the red box 2. Push Switch one to the down position, while switch two remains in an up position 3. Unplug the power supply from the back of the printer 4. Plug the power supply back into the printer WHILE holding down the receipt feed button. HOLD until

the MAIN MENU prints 5. Press the feed button on the printer 3 SHORT times and 1 LONG time to select the Communications

Interface option. 6. The printer will then print the Communication Interface Menu 7. Press the feed button 1 SHORT time to move to the next option. Do this until you see the option for

SET USB DRIVER SELECTION, once this option appears press the feed button 1 LONG time 8. You will then see options for Native Driver and Printer Class Driver print. Press the feed button 2

SHORT times to select Printer Class. 9. To Save new parameters press the feed button 1 LONG time 10. When you return to the Main Menu press the feed button 1 SHORT time and 1 LONG time to

validate 11. Return switch one on the back of the printer to the up position and unplug the power supply from

the back of the printer, also unplug the USB cable 12. Plug the power supply and USB cable back into the printer and Print the Printer Diagnostics form to

verify USB Driver Type has changed from Native to Printer Class

4 SYSTEM ISSUES

4.1 Installation issues

4.1.1 Installing prerequisites encountered a .net 2.0 request & .net 3.5 request

Error requesting .net 2.0 and .net 3.5 encountered when installing prerequisites. Resolved by installing .net 2.0 and

.net 3.5 using one of two methods;

1. Programs and Features > Turn Windows Features On or Off

(This option will likely fail ... proceed to option 2)

2. Run the command below in Microsoft Powershell. This will require the iso for Win10 installation disc; and it

then has to be mounted to a drive letter. In this case ‘D:’

Dism /online /enable-feature /featurename:NetFx3 /All /Source:D:

\sources\sxs /LimitAccess


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4.1.2 SQL Express Prerequisite Installation

Ensure the following guidelines are followed when installing prerequisite SQL Express:

1. SQL Express should not be installed remotely. It should be installed by physically logging on to the

workstation. This is a known Microsoft issue.

2. SQL Express must be installed by someone with administrative rights on the local workstation.

3. Ensure that the SQL Express service ‘logon as’ is set to NT Authority\Network Service.

4. Prior versions of SQL express must be uninstalled before attempting to install

4.1.3 'INSTALL' Button is Non-responsive

Problem where the 'Flexera Software LLC' add-on failed. This was resolved by doing all of the following:

1. Control Panel > All Control Panel Items > Security and Maintenance.

2. Select Change settings under Windows SmartScreen.

3. 'Warn before running an unrecognized app, but don't require administrator approval' should be selected.

4. Look up 'Update & Security'

5. Select Windows Defender

6. Turn off Windows Defender

7. Internet Explorer 11:

Disable Active X filtering

Turn off Pop-up blocker

Disable Smartscreen filter

Add https://in.edison.tn.gov to Internet Explorer Trusted sites

4.2 Client Issues

4.2.1 Details Button Receiving Offline Mode Message

If either of the below messages are being received after clicking the Details button in the iNovah client when

attempting to balance a batch, the workstation’s Windows default browser will need to be reset to Internet Explorer.

https://in.edison.tn.gov/


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For Windows 10:

1. Click on Start (the Windows icon usually in the lower left corner) and select Settings.

2. Select “System”.

3. Select “Default Apps” from the list on the left.

4. Scrolls down to “Web Browser” and change this option to Internet Explorer.

Since Windows 7 does not have Microsoft Edge, windows 7 workstations will rarely need their default browser reset

to Internet Explorer, as Internet Explorer should already be the default. If someone manually changes that default to

another browser, such as Mozilla Firefox, however, below are general guidelines for setting a default browser in

Windows 7.

1. Click the Start button, and then click Default Programs.

2. Click the Set your default programs button.

3. Click Internet Explorer under Programs at the left side of the window.

4. Click the Set this program as default button at the bottom of the window.

4.2.2 Pre-Login Handshake Error

If you experience the following Error in iNovah Client, Please Click OK, and reattempt to access iNovah. This is a

bug in build 2.53.291.2. It is a known issue usually caused by a long period of inactivity in the Client.

4.2.3 MICR Line symbol missing when manually entering Check MICR line in Windows 10

The 'On-Us' (second) image is smaller in Windows 10 when manually entering check MICR line in iNovah. This is a

known issue. Though the image is hard to distinguish, the system still reads the symbol correctly.

Windows 10:


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Windows 7:

4.2.4 Unrecoverable Error Encountered: Microsoft SQL Express is Not Installed

Click the Gear Icon in the lower left corner of the error message


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If the message looks like the one displayed below, continue with the following steps. If not, skip down to the

next bullet –pointed section

**Before moving to the next step, for agencies like THDA that need to be connected to JVPN to log into the

Client, connect to the State VPN, FIRST, then continue with steps.**

1. Navigate to location C:\Program Files(x86)\Microsoft SQL Server\100\Shared (64bit)

Navigate to location C:\Program Files\Microsoft SQL Server\100\Shared (32bit)

2. Verify that file sqlmgmprovider.dll is in the folder

3. If the file is not present then copy the .dll file below and paste it into the appropriate folder from step 1

or 2 above. (DO NOT download this file from any website other than Microsoft, otherwise the file below

should work successfully)

sqlmgmprovider.dll

4. After pasting the sqlmgmprovider.dll file into the folder attempt to launch iNovah

5. iNovah should then open successfully, if not move forward to step 7

6. Open command prompt

7. Copy the following command below depending on the OS of the machine:

32bit systems: mofcomp "%programfiles%\Microsoft SQL

Server\100\Shared\sqlmgmproviderxpsp2up.mof"


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64bit systems: mofcomp "%programfiles(x86)%\Microsoft SQL

Server\100\Shared\sqlmgmproviderxpsp2up.mof"

8. Right click in the command prompt window and click Paste then hit Enter

9. After hitting Enter you should get 'MOF file has been successfully parsed' (see screenshot below)

10. Launch iNovah (Cashier) and it should launch successfully

Shut down the sql server and delete the local cashier database. Only delete the local cashier database files if the cashier does not have any offline payments. If there are offline payments and the cashier database is deleted, those payments will be lost. If offline payments are in question, it is best to zip up the cashier database files before deleting. If the files are zipped and questions arise, immediately call in a ticket to the Edison Help desk to obtain assistance in restoring them. (Edison help desk 615-741-HELP).

SQL Server Shut Down

1. On the menu bar at the bottom of the computer screen, right click in the open area.

2. Select the start task manager in Windows 7 option 3. When the task manager opens, select the processes tab


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4. Locate sqlserver.exe. Make sure the user name shows up under the user name column. Do not shutdown the network user (system).

5. Highlight this option and press the end process button in the bottom right corner. 6. Once this process has ended, perform the next steps to delete the local cashier database.

Deleting the Local Cashier Database – Windows 7

*****Hidden Files must be shown to complete the next steps*****

1. Navigate to the location in the screen shot below

2. Delete everything within this folder

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4.2.5 Unrecoverable Error: Unable to Load System Configuration From Local Database

If you receive an Unhandled Exception with the following message in the error details please try to connect to the State VPN then try again.

4.3 Web

4.3.1 Application Error iNovah Web

1. Have the user log in to the iNovah Web Application 2. Click the Reset Preferences link in the User Information section

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3. Log out of iNovah and log back in

4.3.2 Users Are Unable to See Batches on the Batch Management Page

On the batch management page verify the user has the Batch History tab selected (tab should be orange)

Make sure the user is not on the My Recent Batches tab (this tab should be blue)

4.3.3 Error Editing Consolidated Deposit Date

There is a known issue where an unknown exception is encountered when changing the date on a consolidated deposit.

However, when you renavigate back to the page, the date has changed successfully.

Steps to replicate:

1. Navigate to Remittance > Consolidated Deposits

2. Select a Deposit ID (highlighted in Orange)

3. Click Edit

4. Select the Deposit Date dropdown

5. Change the Deposit Date

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6. Click Save

7. Application Error message received:

8. Click Go Back hyperlink

9. Note that the date has been changed

10. Click Cancel

11. Consolidated Deposits page is displayed (Note the Date has been changed)

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