Support For Products

Visit our QuickBooks Integration Community Forum

We offer Remote Support for Setup, TroubleShooting and Training. This can be done with Windows Remote Assistant, Windows remote Desktop, GoToMeeting, your tools, etc..

This must be scheduled.

Please visit our Free Community Forum to ask questions, etc.

If you need to copy our products to a new PC click here

If you are upgrading our products i.e. TransImporter2011 to TransImporter2012, etc. click here.

If you need to get a production version just activate/register the trial version- click here.

If you need to restore a product after an Update - click here.

Need to download our products or updates. Click here to go to www.AaaTeX.com/Downloads.htm

How to test with a different QB Company - click here.

If you are having problems please send us this documentation.

If you need to upload.

1. Fastest/Easiest via DropBox. Get a free DropBox Account by clicking here If you need to upload http://db.tt/1qRU2LCc.
Copy your file to the Public DropBox folder then
Right Click, DropBox, Copy Public Link
Paste the link into an email reply to us.

2. Use our FTPConnect AaaTeXFTPConnect

3. Use a service such as www.SendThisFile.com - any size file.

Restore our product to a previous version after an Update (FallBack):

Will work with most of our products.

1. Download and run the AaaTeXProductRestore from www.AaaTeX.com/Downloads/AaaTeXProductRestore.exe if not in the program's program file folder.

2. Select the Product on the left side. This is actually the Folder within the AaaTeX Program Files folder.

3. Select the Version you want to go back to. The last is the lastest. The name has the date/time the Update was done as yyyymmdd_hhmmss and if you click on it it will display the info on the bottom as the version build number.

4. Click on Restore

5. It will ask if you want to restore the ini file also (Config Settings)

This can also be done manually. Whenever our Update program updates it renames the current program.exe to programyyyymmdd_hhmmss.exe.bak and the config settings programyyyyymmdd_hhmmss.ini.bak.

To restore the exe just rename the current version i.e. program.exe to sometime line program.exe.bad and then version you want to restore to program.exe. By removing the .bak you can move the mouse over and see the file version (build #). Similar for the config settings ini file.

Off-the-Shelf Products:

Defects:

We provide FREE fixes for defects that are critical in nature (i.e. prevent the use of the product) for current product versions. Current is defined as the current version and one back and not for sun-setted products (discontinued). So if a product is Build1.3.4 then Build 1.3.x and Build1.2.x are current and will be supported.

Time spent on defects which in turn is not our problem (see disclaimer below) may be billable at our normal support rates.

Non critical defects will be fixed upon our discretion.

Setup and usage:

We normally provide up to 30 minutes of FREE email/phone support with the 'purchase' unless otherwise stated. It is your responsibility to keep backup copies of the installed files and to backup the folders (program files and working folder).

Backups:

It is the customer's responsibility to make frequent backups of the program installation files and program folder

(c:\Program Files\AaaTeX\...) and Working Folder (varies per Windows system and product but can be is AaaTeX\Product in Public Documents or ProgramData in Windows 7/8/Vista type systems and Shared Documents in older systems unless overriden). As these files will be required to install on other computers or to restore to a new system.

Phone/Email:

We normally provide free phone/email support for 60 days from time of purchase unless otherwise stated for paid products (not free products).
Please use our free forum whenever possible.

Optionally unless otherwise stated there is a support plan which can be purchased at the time of product puchase for $200 USD/yr to provide up to 4 hours per year per product of electronic (email/Remote Access, etc.) or phone support. (After 5 days of product purchase it is $250).

Order Support Plan after purchase $250

Major Credit cards and e-Checks via PayPal. We also accept M/C, Visa and Discover directly. Email/call us. You can use AmEx through PayPal.

Upgrades (if available) will be provided free from our web site for one year from purchase. Fees may be charged after that time and will be posted on our web site.

Custom Products:

Please see our policies for details on the free support time. Any changes required that is not covered in our policies is at our current support rates.

Usual Documentation required to solve a problem.

Documentation to send in case of a problem- this may vary per product

A screen image of the error messages. The Windows Snipping Tool (Win 7/8) works great for this.
The debug_date_time.log where date=yyyymmdd, time=hhmmss when the program started in our Working Folder.
The err_date_time.log where date=yyyymmdd, time=hhmmss when the program started in our Working Folder. This file is for your use.
The trns_date_time.log where date=yyyymmdd, time=hhmmss when the program started in our Working Folder (not all programs produce this file). This file is for your use.
The Config Settings file ([product].ini
The file being imported for the Integrator we normally download to a file then import that file named AaaTeXDownload...
Our files are in our 'Working Folder' that is displayed on the bottom of our screen. Most programs have them in
Public Documents (c:\Users\Public\Documents also may see it from Documents on the left)for Win 7/8, 2008
and in Shared Documents (C:\Documents and Settings\All Users\Shared Documents) for XP, 2003.
Some older programs have them in C:\ProgramData (which may be hidden by windows). You must change the view settings to show hidden files and folders (Win 7 Organize, Folder and Search options, View Tab)
Then AaaTeX/[product]
The file(s) that are inputed

Any output file that the program could be creating i.e. for the Integrator then usually AaaTeXDownload....
Your QuickBooks company file may be required in some rare cases
Also note that your Windows View settings may be set to not show file extensions for Known file types. You should uncheck this in the Windows view options to see them. (Win 7 Organize, Folder and Search options, View Tab).

Moving / Copying the Product to other computers:

Please follow the following procedure: It varies with the operating system(s).

(W2003 is like XP, W2008, , Windows 7/8 is like Vista)

Additional modules may request a download when the program starts (i.e. qbFC).

The procedure is to:

1.Install the original install package from the ReadMe.pdf file from our product page or on your system usually in the Help menu. You may also find it

our download page. www.AaaTeX.com/Downloads.htm.

2, Then copy the folders from the existing system to the new system.

Program Files to get the same executables

Program Files is usually

c:\Program Files\AaaTeX\productname

c:\Program Files (x86)\AaaTeX\productname for 64 bit windows.

3 Then copy the working folder for the support files (i.e. config settings, maps, etc). Early versions on XP like systems used the program files folder as the working folder. Debug and error logs don't need to be copied.

If you are not technically aware, please have a competent technician assist you.

The program will start as a trial version until you Register it from the help menu.

XP to XP

Install the program's package (original install file with format productnamePackage.exe)
Copy the program folder on top of the newly created folder from above. Folder name is usually c:\Program Files\AaaTeX\productname
Newer Editions of our Programs are now using the Shared Documents Folder instead of Program Files in XP like systems

Windows Vista/7/8 to Windows Vista/7/8

Install the program's package (original install file with format productnamePackage.exe)
Copy the program folder on top of the newly created folder from above.
c:\Program Files\AaaTeX\productname and
c:\ProgramData\AaaTeX\productname (this folder may be hidden)
or
c:\Users\Publc\Public Documents\AaaTeX\ProductName (if there)
Newer Editions of our Programs are now using the Public Documents Folder instead of ProgramData in Vista like systems. The program will copy the old working folder to the new one.

XP to Windows Vista/7/8

Install the program's package (original install file with format productnamePackage.exe)
Copy the program folder on top of the newly created folder from above.
c:\Program Files\AaaTeX\productname and
c:\Documents and Settings\All Users\Shared Documents\AaaTex\productname (less any executables exes, dlls, ocx, etc).
BEFORE you start the program
Newer Editions of our Programs are now using the Shared Documents Folder instead of Program Files in Vistalike systems and Public Documents Folder instead of ProgramData in XP like systems.

Windows Vista/7/8 to XP

Install the program's package (original install file with format productnamePackage.exe)
Copy the program folder on top of the newly created folder from above.
c:\Program Files\AaaTeX\productname and THEN
c:\ProgramData\AaaTeX\productname (this folder may be hidden) onto
c:\Program Files\AaaTeX\productname
Then copy the program itself
BEFORE you start the program

Working Folders used by our programs for data that changes.

For Vista, Windows 7, 8, 2008, 2012, etc. most programs Public Documents c:\Users\Public\Public Documents\AaaTeX\productname

For XP, 2003 most programs Shared Documents c:\Documents and Settings\All Users\Shared Documents\AaaTeX\productname
Some use c:\PrograData\AaaTeX\productname on Vista, Windows 7/8, etc. POSeIntegrator, AaaTeXMeterBilling and on XP, 2003 Program Files\AaaTeX\productname. Please note that on 64 bit windows systems there are 2 Program Files folders. Ours would be in Program Files (x86)
Old versions of the program may also use Program Files.

Register to make it a production

Bring up your production QuickBooks Company file (Not needed for QB Online)

Start the Program
From the Program's Help menu click on Activate, Activate/Register or Register.
Enter the Company name, phone and postcode that you used when purchasing the product on our eCommerce system. This is your 'key'.
Click Online Registration
You should see a message as 'Registered as nnnnn Edition ...'
Click on Quit and Restart the program

Upgrading from one product to another i.e. TransImporter2011 to TransImporter2012, etc.

Most of the supporting files and settings can be copied from the old to the new Working Folder.
The configuration settings (program.ini) would just to be renamed i.e. copy TransImporter2011.ini from old Working folder to new program's working folder but rename to the new program name. In this case it would be TransImporter2012.ini.
This will take care of MOST of the settings but probably not all.
It would not be unusual to get ini error messages when starting the new program. Just click on YES to all of them.
Please check your settings and test.
If you are using PROFILES then you should copy all .INI and .APF files. Each profile is defined with an .APF file that points to an .INI file of the same name. i.e. Profile name MyProfile would have a MyProfile.APF file that points to MyProfile.INI, etc.
Programs that support this method TransImporterANY->TransImporter2012,
AaaTeXShoppingCartIntegrator->eIntegrator,
IIFImporter->IIFImporter2,
AaaTeXMeterBilling->MeterBillingMgr.

Need to test from a different QuickBooks Company file (not the file name)

Our programs are licensed by the QuickBooks Company Name (Except Enterprise/Diamond Editions) so if you have a different QuickBooks company name you will probably get a message like '... not licensed..' or 'Trial Expired.'
You could test from the Intuit Sample Companies. The program will ask which Edition you want to use.
You could use the same exact QuickBooks Company name as the registered one.
You would probably want to put the word Test infront of the QuickBooks Company name that was previously registered i.e. if you had registered your QuickBooks and it as a name of 'ABC Corp' then you can change it to 'Test ABC Corp' and it will work.
Do not register with the test QuickBooks Company having the test name. You can register the test company name if it has the correct already registered QuickBooks company name.

Prices for support that are not covered above or if you need help are $125us per hour in 1 hour increments.

Purchase a support block of time here.

If you need support please contact us from our contact page above or click here.

Click here for email support.

Disclaimer: AaaTeX Corp. is not responsible for problems and/or damage in any of our products, software or services as the result of problems in the software foundation to our products, software or services (i. e. Operating System, Internet, Web Site, Web Shopping Cart or base program provided by another company). In no case shall AaaTeX be responsible for more that the purchase price.