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Troubleshooting and Support Documentation
Here you will find many of the documents that our Support Team routinely sends to users for Troubleshooting or Instructions.
The links below are to PDF documents that you can save and / or print for later use.
| Append Records | This document address appending comments to existing records. Appending means you are adding new data to existing records. If you would like to replace existing data you’ll want to use the File Update feature. |
| Assignment tables | This document address the four different levels of lead assignment within the application. Group/Org, Account Manager, Partner and Partner Rep. |
| Client web form to Custom Form mapping | Custom Form to Web Form Mapping provides the ability to map a client’s existing web form to a Custom Form. |
| Common Browser and Display Problems | This document address the most common Browser and Display issues such as: Multiple session, Pop-Up blockers, Can’t see search buttons, Use of the browser back button, Caching, Uploaded images not being displayed and the ‘Next’ button not displayed when importing files. |
| Currency Support Feature | This document discusses LeadMaster application’s ability to support multiple currencies for a workgroup. |
| Custom Labels | This document addresses the Custom Label feature with the application and how to utilize it. Located at Administration > Customize Labels. ONLY available for users with this permission. |
| Daily Email Notification Content | This document addresses the functionality and use of the Daily Email Notifications. Located at Administration > Email Notification Content > ‘Type’ = Daily Email Notification Content. ONLY available for users with the appropriate permissions |
| Download Issues | This document address not being able to download on Windows XP SP2 and Removing Duplicated during Downloads. ONLY available for users with the appropriate download permission. |
| Email Issues | This document addresses: Users not receiving emails sent within the application, email bounces, Email notifications being sent from non-client address, User’s not receiving emails (daily, express or emailed reports) and ‘White Listing’. |
| Email Marketing Feature | This document addresses the what and how of the LeadMaster Email Marketing feature (email blasts). |
| Encoding Issues | This document addresses Common Browser Encoding Issues and the most common way(s) of dealing with them. |
| File Cleaning | This document address the most common import file issues. How to properly clean a file prior to import. If you don’t have the time or resources to do the data scrubbing yourself there are many companies who provide this service for a fee – two that we’ve used are winpure.com and helpit.com. |
| Friendly errors | Don’t know what your computer is telling your? Try this document for turning OFF friendly error messages. This will help diagnose issues. |
| help diagnose issues. How to set a Custom Label set for a user’s logon | This document will provide you step by step instructions for how to set a user’s logon to a specific Custom Label set for a specific workgroup. (provided they have access to multiple workgroups). Requires Logon Management permission. |
| LeadMaster Quick Reference Guide V5.11 | User reference guide. |
| LeadMaster Quick Start Guide for Sales Reps & Account Managers | Quick Start Guide for Sales Reps and Account Managers. |
| LeadMaster Release Notes 2/2-09 | This release document includes the following features/functions: Merge Records, Share Records, Workgroup Shortcuts, Workgroup Searches, Workgroup Dashboards, Security Updates. |
| Logon Management | This document addresses the what/how of Logon Management. Located at Administration > Logon Management. ONLY available for users with the appropriate permissions. |
| Manage Custom Forms | This document addresses the what/how of Managing Custom Forms. Located at Administration > Custom Forms. ONLY available for users with the appropriate permissions. |
| Manage Reference Tables | This document addresses the what/how of Managing Reference Tables. Located at Administration > Reference Tables. ONLY available for users with the appropriate permissions. |
| Manage Workgroups | This document addressed the what/how of Managing Workgroups. Located at Administration > Manage Workgroups. ONLY available for users with the appropriat permissions. |
| Offline Component Troubleshooting | Offline component is installed but not displaying in Outlook |
| Pop-up Blockers | This document addresses the use of Pop-up Blockers. |
| Report Wizard | This document addressed the what/how of the Report Wizard. Located at Reports > Report Wizard . ONLY available for users with the appropriat permissions. |
| Screen Shots | This document provides instruction on how to take ‘Screen Shots’ that you may need to send to support. |
| SIC List | List of all SIC codes. |
| Slow Reponse Times | Are you seeing ‘Time Out’ issues? Slow response times?This document provides instruction on how to run the Ping and Tracert reports that you will need to send to support to help diagnose your problem. |
| Timeout or Date formatting errors | Are you being ‘Timed Out’ of the application? This document address some of these ‘Time Out’ and browser issues |
