CRM Software Solutions

Fixes for CRM Software Problems

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CRM Software Solutions

It's very rare that clients experience any problems with our CRM Software, but if they do they are normally easily solved and the problem is normally due to one of two issues.

  • Where data, documents and templates are stored in a shared folder, there may be a problem with the network preventing access to the shared folder. Or perhaps the PC or Server that contains the shared folder has been switched off... Or...
  • There can be a problem with the Microsoft Access Database file (customer.mdb) which can normally be fixed by running a Compact and Repair operation or by opening the file in Microsoft Access (which will automatically attempt to fix the file).

Quick Overview

Here's a quick guide on what to do but for detailed information please follow Steps 1 - 5 below and see the Recommendations. Please note if you have upgraded the supplied Access database to a SQL Server database, any information relating to the customer.mdb file or a Compact and Repair does not apply to your SQL Server installation.

  • Step A Before you do anything else, make a backup of the Documents and Templates folders and the customer.mdb file. Do not overwrite any existing backups. Keep these backups separate.

  • Step B Close down all instances of Amphis Customer.

  • Step C If your database and documents are on a network drive, check you can still get to the network drive from the client PCs. You need to check you can access the customer.mdb file from your PC or else Amphis Customer will not be able to connect to it. Has someone switched off the server or is there a network problem ? You can click the Windows Start Menu and click Computer to see the mapped drives or enter the path to the network drive in the Windows search text box. If you don't know how to do this, you may need to contact your IT Support.

  • Step D Download, install and run our database maintenance app on one of the PCs that Amphis Customer is installed on - see Database Maintenance App. Hopefully you are already running this on a regular basis. Just click the Start button. It automatically attempts to find the customer.mdb file and compact and repair it. The 2nd line of information will show the location of the customer.mdb file. This should run to completion and display "Compact and Repair complete" at the end - see screenshot below. Please note this may take anything from a few seconds to an hour to run. If it runs to completion, try running Amphis Customer again.

Database Compact Repair

  • Step E If step D didn't fix the problem, open the customer.mdb file in Microsoft Access which will automatically detect any issues with the customer.mdb file and attempt to fix them. If you don't have Microsoft Access, maybe your IT Support people can do this for you or you could download a free trial of Office that includes Microsoft Access. If you have successfully opened the file in Microsoft Access and you can see a list of tables on the left hand side like this, save the file, close Microsoft Access and try running Amphis Customer again. Also try copying the customer.mdb file to a different PC and opening it in Access on a different PC.

CRM Database Tables

  • Step F If none of the above has helped, you may need to resort to loading your latest backup copy of the customer.mdb file. Alternatively, you may be able to find a specialist business online which can fix a corrupt Microsoft Access database file for you.

    Some people recommend www.everythingaccess.com/accessdatabaserepair.htm. We haven't tried them ourselves and we have no relationship with this company.

  • Step G Consider upgrading for free to use Microsoft Sql Server Express if you start to have any database issues - see Upgrade to Microsoft SQL Server Express

Detailed Instructions

Step 1 - Network Issues

If your Database (customer.mdb) is stored on a Shared Folder, first check you can access that folder from your PC. For example if your Network Share is //server1/crm check you can access that folder from your PC. You can click the Windows Start Menu and enter the path into the Windows Search text box and press return. Has someone turned off the PC that contains the Shared Folder ?

If someone has moved the database to a mapped drive eg Z:\Amphis check you can still access that drive from your PC. If you click the Windows Start Menu and click Computer that will show the available mapped drives. If the mapped drive where the customer.mdb file is located is no longer available from your PC, perhaps someone has switched off that PC or perhaps there is a network problem preventing access to that folder. You would need to talk to your IT Support to fix that problem.

Step 2 - Compact and Repair

If you can access the Shared Folder and you can see the customer.mdb file, but you still cannot access the Database (or if the Database is on the local disk) then the next step is to run a Microsoft Access Compact and Repair on the database file customer.mdb

Running a Compact and Repair checks and fixes the integrity of internal links in the database and reclaims unused space. This normally fixes any problems where the database is marked as inconsistent or you cannot access a particular record, or any other type of problem with the data.

We would recommend running a Compact and Repair on a regular basis on any Microsoft Access database to reclaim unused space and check/fix internal links. The easiest way to do this is to download and install our free Database Maintenance application for doing this with one click. You can install this onto any PC which has Amphis Customer installed and it will automatically detect the location of the customer.mdb file from the data in the Amphis Customer config.mdb file. Just click the Start button.

Step 3 - Microsoft Access

If the Database Maintenance application displays an error message and cannot fix the database file, try opening the customer.mdb file in Microsoft Access (which is part of Microsoft Office) which will automatically attempt to fix any issues with the file. If you don't have Microsoft Access, perhaps your IT Support people can do this for you, or you could download a free trial of Office that includes Microsoft Access and use that. If you can successfully open the file in Access and you can see the tables listed on the left hand side (see screenshot above) then Save the file and try running Amphis Customer again.

Microsoft Access

Step 4 - Backup

If the Database Maintenance tool cannot fix the file and Microsoft Access cannot fix the file, you may unfortunately have to resort to the latest customer.mdb file from your Backups and you'll need to copy that file to the data folder as shown in our Database Maintenance tool or in Amphis Customer in Tools->Configuration, to replace the existing customer.mdb file. Alternatively, you may be able to find a specialist business online which can fix a corrupt Microsoft Access database file for you.

Step 5 - Try Running Amphis Customer Again

If the database file (customer.mdb) appears to be fixed, try running Amphis Customer again. Also upgrade to the latest version of Amphis Customer on all your PCs to ensure you have any recent changes designed to help prevent database issues occurring. See Upgrade CRM Software

Unrecognized database format

If you see the error "Unrecognized database format" then this indicates that the customer.mdb file has become corrupted. This is very rare and can normally be prevented by running a Compact and Repair on a regular basis.

Access Database Unrecognized Database Format

If the Database Maintenance application cannot fix it, try opening the customer.mdb file in Microsoft Access which is part of Microsoft Office. Microsoft Access will automatically detect some issues with database files and attempt to fix them.

Here is an example message that Microsoft Access displays when it fixes an "Unrecognized database format" problem.

Fix Access Database Unrecognized Database Format

If Microsoft Access cannot fix it, you may need to resort to your latest backup of the customer.mdb file and we would recommend you consider upgrading to Microsoft SQL Server Express. Alternatively, you may be able to find a specialist business online which can fix a corrupt Microsoft Access database file for you.

Fixing a Corrupt Database File

Amphis Software Support cannot fix a corrupted database file but if you don't have Microsoft Access you can ask your IT support to open the file in Microsoft Access which will normally fix the problem for you. If that cannot fix it there are specialist businesses online which may be able to fix a corrupt Microsoft Access Database file for you.

Some people recommend www.everythingaccess.com/accessdatabaserepair.htm. We haven't tried them ourselves and we have no relationship with this company.

Recommendations

We always strongly recommend backing up your database file (customer.mdb) at least twice per day in case you have any more problems with the file and you need to resort to a backup. Please remember that none of your data is stored on our servers. It is all stored on your PCs or servers.

We recommend running our free Database Maintenance application on a regular basis, preferably once per day to keep your database in tip-top condition. It also makes a timestamped backup of the customer.mdb file which we suggest you copy to somewhere safe in case you ever need to resort to a backup.

We would recommend upgrading to the latest version of Amphis Customer from here

Customer Data Missing

A few customers have reported that on one PC the customers seemed to disappear from Amphis Customer. This was because multiple users had been connecting to a shared customer database but one of the PCs was switched back to the default setting of connecting to the local database on the C drive. The simple fix was to go to Tools->Configuration in Amphis Customer and change the location for the database back to the shared folder location.

The reason that the PC switched back to the default of connecting to the local database was that either a Windows System Restore had been performed or there was an IT System Policy that any changes to certain folders on the C drive were automatically undone. The Amphis Customer configuration is stored on each PC in the file C:\Users\\AppData\Roaming\Amphis Customer v3.0\config.mdb and if this file is returned back to the original state for any reason, Amphis Customer will point to the default customer.mdb on the C drive. To fix the problem just go into Tools->Configuration and change the location to use for the customer database file back to the shared folder.

Database Issues

If you start to have problems with your customer.mdb file, we would suggest you upgrade to the Free version of Microsoft SQL Server instead which provides improved performance and scalability.

Database Fix - Summary Steps

  • Download, install and run our free Compact and Repair software on any of the PCs that has Amphis Customer installed.
  • If that cannot fix the issue, try opening the customer.mdb file in Microsoft Access which will automatically attempt to repair the file.
  • Note: Unfortunately, if neither the Compact and Repair tool nor Microsoft Access can fix your customer.mdb file, you may need to resort to obtaining the latest customer.mdb file from your Backups. Alternatively, you may be able to find a specialist business online which can fix a corrupt Microsoft Access database file for you. Some people recommend www.everythingaccess.com/accessdatabaserepair.htm. We haven't tried them ourselves and we have no relationship with this company.
  • Note: Always back up your customer.mdb file, and Documents and Templates folders at least once or twice a day in case you ever need to revert to a backup.
  • Consider upgrading for free to use Microsoft Sql Server Express if you start to have any database issues - see Upgrade to Microsoft SQL Server Express
  • Upgrade to the latest version of Amphis Customer on all PCs - see Upgrade CRM Software

One-click Database Maintenance

It's just one click so there's no excuse for not running this at least once per week (and ideally once every day) to keep your database in tip-top condition. See free Database Maintenance application

Compact and Repair Microsoft Access Database