If we cannot replicate a problem, we will ask you to send us your database files. Once we have these, replicating the problem is usually successful and we can then explain why it is happening and what you should do to correct it.
This page describes the manual method for sending us your database files. Click here for an automated method.
Location of the Files
Expert User: If you are comfortable manipulating files in Windows Explorer, these instructions are for you.
Close Box Office Xpress Junior if it is running.
The database files are located in the program's "Data" folder. The typical
path is ...
C:\Program Files\Box Office Xpress Jr\Data
(note the some installations may use Box Office Xpress Junior instead
of Jr)
These are Microsoft Access *.mdb files. There are 8 files in total.
Please zip those files and e-mail
them to us.
Novice User: If you no a little about using Windows Explorer, these instructions are for you.
Close Box Office Xpress Junior if it is running.
First, create a reply to the last e-mail correspondence with us, or have a new e-mail created and addressed to us and leave it open. You will need it at the end of these instructions.
Open Windows Explorer and go to the location where Box Office Xpress
Junior is installed. This is typically ...
C:\Program Files\Box Office Xpress Jr
(note the some installations may use Box Office Xpress Junior instead
of Jr)
From there go to the Data folder (which is a subdirectory of Box Office
Xpress Junior). The left pane of Windows Explorer should not show the path ...
C:\Program Files\Box Office Xpress Jr\Data
Note: If you do not understand how to do the above, please find someone who is comfortable using Windows Explorer.
You are looking for 8 files that are of type "Microsoft Access", and have an extension of *.mdb. As these files are scattered and may be difficult to locate, the following instructions make it very easy to find them. Please follow the instructions to the letter and don't make assumptions and jump ahead. These instructions are based on Windows XP. Other versions of Windows may be slightly different, in which case these instructions can't be followed to the letter. Therefore, you may require the assistance of someone who is more familiar with Windows Explorer.
In Windows Explorer ...
- Select "Details", from the "View" menu.
- Select "Folder Options" from the "Tools" menu. The "Folder Options" window
will then appear.
- Click on the "View" tab.
- In the "Advanced settings" section - without scrolling down - look at the last
item. It should say "Hide extensions for known file types". If you can't see
this then scroll down until you find it. Once you find it, make sure that it is
NOT checked.
- Click the "OK" button.
- Windows Explorer is divided into two panes. The left pane should have the
"Data" folder highlighted (click on it if it isn't), as previously mentioned.
- In the right pane, you will see a "Type" column. Click on the column header
twice (on the word "Type").
- You should now see 8 Microsoft Access (or Microsoft Office Access) files
in the "Type" column. Under the name
column, the first 8 files should have the extension ".mdb" - such as
usercode.mdb at the top and the 8th file should be Audit.mdb. If you do not see these files at the top, click on the "Type"
column header once more.
- Select all 8 files (don't open - just select). To select all the files, click
on the first file, then hold down the shift key and click on the 8th file.
- With all 8 files highlighted,
right-click on one of the files. A pop-up menu will appear.
Note: Make sure all 8 files are still highlighted. If not, go back to the
previous step.
- From that pop-up
menu, select ... "Send to" -> "Compressed (zipped) Folder".
- Windows will now zip the files into a single compressed file. By default it
will name it one of the file names, but with a .zip extension. This is the file
I need you to send me.
- Right-click on the zip file and select "Copy" from the pop-up menu.
Send an e-mail ...
- Go to the e-mail message you previously created at the start of these instructions.
- Right-click anywhere in the body of the e-mail and select "Paste" from the pop-up menu. The e-mail should now show an attachment of that zip file.
- If you experienced specific problems with a customer, performance, seating
section, order, etc, please include the relevant specifics such as ...
1. The customer name and phone number.
2. The order number of the problems.
3. The Performance names/dates/times.
4. Make note of any circumstantial information (example: This problem only
occurs when I place subscription orders.)
5. Be as descriptive as possible to properly convey the problem so that we can
understand and replicate it.
Note: Not all items may be applicable to your problem, so just include what is
appropriate from the above and anything else you can think of.
- Send the e-mail.
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