PS Tools 5.5 Support


Overview of Getting Support for PS Tools

    The top three causes for people having problems with the import are 1) they have mis-formatted their import file somehow, 2) they somehow are running an old version of the tool, and 3) they have funky data in their database already that cannot be overwritten. The support process is designed to catch those three problems quickly.

    Even if you are going to try to figure it out yourself, the best first thing to do when you get a new error message is to click |File| |Save As| in your browser and save the HTML page with the error off to your desktop. At least copy the text of the error out to a text document, if you have trouble saving the file. For the support department, the exact text of the error message is always the absolutely most critical piece of information. If you don't save the error message now, while it is on the screen, you will just have to recreate it and save it later.

    If you need help troubleshooting the problem, you will need to gather up a set of files and zip them up and send them to support@journyx.com. You can call if you want to, but almost every single error that has ever been reported has turned out to be some minute detail of the import file or the database. The support team will be glad to discuss your error, but they will need to see the error message and import file in order to help you. This is the list of files to send:
        The actual file that you are importing when you get the error.
        The HTML file that you saved off with the error message.
        Your Showversions file (instructions below).
        (optional) A Journyx backupdb of your database. Instructions for generating that are below


    Zip all of those files into a single zip archive please--the process of mailing and passing the file through our virus scanner will alter the files if they are not zipped. Email them to support@journyx.com. In the text of your message please include your contact information and a brief note describing your trouble.

    The Showversions file is very easy to generate. Simply go back to the main Professional Services page in your installation. At the bottom of the page you should see a Miscellaneous Modules section with Journyx - Miscellaneous - PS Script Versions. Click that button. On the next page, click the button. Then click |File| |Save As| in your browser and save the HTML page off to your desktop. That HTML page is what the support representative will need to see.

    The "backupdb" is a proprietary Timesheet backup file that contains everything necessary to replicate your environment on a different server. Backupdb is the command you will run at the Timesheet Command Line prompt, and it will generate a zipped file with the ".jx" extension.

    If your Timesheet server is a Windows computer then you will have to log in to the server to preform the backupdb. On the server, click |Start|, |Programs|, |Journyx Timesheet|, and then |Timesheet Command Line Prompt|. A DOS window will appear. You are now at the Timesheet command prompt, and can run the backupdb command to generate the file.

    If your Timesheet server is a Unix computer then you will have to log in to the server and 'su' to the account that Timesheet is running under. Find your Timesheet installation directory by looking for the 'config' file. From that directory, cd to pi/bin. In <installdir>/pi/bin, type . ./setup to source the setup file and set your environment variables. Now you are ready to run the backupdb command.

    At the command prompt, the backupdb command is very simple. Just type backupdb and you will get detailed usage instructions. Generally you will simply type backupdb -v backupfile and a file called "backupfile.jx" will be created in the directory that you are in. The backupdb command will tell you what it is doing and when it is finished. Your users will not be able to log in to Timesheet while backupdb is running.

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