CHAPTER 13 - TROUBLESHOOTING Start%UpErrors

CHAPTER 13 - TROUBLESHOOTINGOccasionally errors may be encountered when you use your Campground Manager AstraSoftware. Error messages as encountered will be documented in this section of the manual.This section will be further broken down by topicIt is important to note the Version and Build of Astra software you are using when you encounter an error assometimes errors occur only with certain versions or build. Next you should rule out computers andenvironmental factors such as networking or specific customer folios or transactions before concluding the issueis a quirk or bug in the software.Start- omputer.1. Check your internet connection and verify you have internet access.2. If your internet is down contact your system administrator or internet service provider.3. If your internet is up and appears to be functioning correctly, contact Campground Manager AstraTechnical SupportRDPDaemonNotRunning The RDP Daemon is a processed used by the Campground Manager Astra Credit Card Moduleand must be running or you will receive the following error message:Solution:

Solution: Restart the RDP Credit Card Process Daemon manually, then restart Campground Manager AstraPathtolocalfoldernotfound This error occurs when the Astra software is unable to read the CMPREFS on drive C of yourcomputer.1. Ensure Drive C is available and enabled in the Remote Desktop Connection settings by rightclicking and using the Edit option on the start icon.2. Click on the More button to display the Local Devices and Resources

Open your CMPREFS folderDouble click on the file named: rdpDaemon tostart the credit card process daemon manuallyRestart AstraYou should now see the RDP Credit Card Process iconrunning in your process tasklist If drive C is enabled (checked) than proceed to the next step.CMPREFSFolderSecurityPermissions File permissions are used to control user folder access and if too secure can cause a folder patherror. Permissions on the CMPREFS folder must allow the user read, write and modify privileges

UnabletoopenAstra.lbsThe file name displayed does not exist or is not in the location specified or is damaged.Solution :Restore or replace the noted file in the location specified, or repath the program to the correct location of the se:User name does not exist in the system, or password used for this user name is incorrectSolution:Log in with correct credentials or reset them using an Admin user account,

s:1.You are already logged into Astra on this computer, or another computer.2.You do not have enough user licenses to cover all of the users attempting to log in.Solutions:1. Log out of Astra on one of the computers.2. Contact technical support to add another user license.BlankCustomerWindowaNerLogOnCause:User was not assigned a property duringsetup of the user.Solution:Add the user to a property using the steps outlined in chapter ause:The user was not assigned a role during user setup.

Solution:Assign a role to the user via the Property Screen using the steps outlined in chapter 2SetupErrors Software Settings when set incorrectly will trigger error messages from time to timeThespecifiedamountisnotallowedCause:1. The dollar amount you are trying to authorize on a credit card exceeds the maximum amount setup in the Payment Server setup2. Your Payment Processing method is not linked your Merchant SetupSolution:Try processing a lower dollar amount or increase the default setting in the Payment Server setup.Check Max Amt on the Payment Server Setup Screen.

embeforeaRempCngtosaveyourseSngsCause:This error occurs when a license key is missing in the software setup.Solution:1. Open the Property Screen (see Chapter 2)2. Add in a valid License Key3. Click on the Update button to save your changes.MapsFileMissing The system is unable to locate one or more maps uponUsageErrors

UsageErrors Usage errors are essentially errors that occur during typical usage of the software and canhappen randomly from time to time when another service or routine has caused CampgroundManager Astra to stop working properly. As a result your program could be affected and frozenup during ing.This error can occur randomly after some other process or program has frozen the Campground Manager Astraprogram or made it unstable enough to require a program restart.CAUSE:Windows may have become unstable due to a memory or CPU intensive programand conflicting with resources. running alsoSOLUTION:Check the Windows Task Manager program list for memory and CPU usage and investigate and resolve anyabnormalities. If this error happens frequently, contact Campground Manager Astra Technical Support by phoneat 1-800-547-9147 or by email at te usage record is locked in edit mode on the grid.ClearingTemporaryUsageRecordsOccasionally this may need to be done if the program shut down incorrectly during use and locked a site.

Occasionally this may need to be done if the program shut down incorrectly during use and locked a site.Application Admin Data Tools Clear Temporary Site Usage ntoFundAccount This error occurs when the role the user has been assigned does not have permission to reversefunds back into the customer’s fund account. Either use a user account that has permission to perform this action, or assign additionalprivileges to the user trying to perform the fun.DefaultPrinterHasChanged If the default printer on the computer the Campground Manager Astra software is runningon has changed you will receive this message.

1. Check your default printer setting in your control panel. It will have a checkmark besideit.2. Check your default printer setting in Astra using the following menu picks:Application Admin Workstations3. Click on the Machine tab4. Double click on the Machine name that has the printer attached (your /openUsrViewCause:This error occurs when trying to Open a User List View before giving it a name in the Report nnamefield

Solution:Recreate the User List View but be sure to assign a name before attempting to open it.DECLINED–TRANSACTIONTIMEDOUT NOTREVERSEDCause:Credit Card Payment Server Setup errorSolution:1. Logout of Astra and back in and retry. Setup changes may not be refreshed.2. Check and if needed change Payment Server Settings.

2. Contact technical support to add another user license. BlankCustomer&WindowaerLogOn Cause: User was not assigned a property during setup of the user. Solution: Add the user to a property using the steps outlined in chapter 2. rty. Cause: The user was not as