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Home > Product Features > SmartVault Reckon Integration > Knowledge Base Guide > Troubleshooting Guide: Reckon Accounts Toolbar

Troubleshooting Guide: Reckon Accounts Toolbar

 

 

This will serve as an outline for possible troubleshooting steps for the SmartVault Toolbar integration into Reckon Accounts (RA).   Generally troubleshooting options are listed in order of most common or most likely to fix most issues and should be tried in that order. 

Common Problems

No Toolbar

  • Exit SmartVault and Reckon Accounts.
    • Exit SmartVault - right click the green keyhole icon in the system tray (bottom right of screen) and select Exit.
    • Exit Reckaon Account - In Reckon File > Exit.
       
  • Run SDK reg fix and Reboot.bat.  Restart SmartVault then Reckon Accounts.
     
  • Verify that the Display scaling option Let me choose one scaling level for all my displays is enabled.

            Windows 8.1:
    • Right click on your desktop and select Screen resolution.
    • Click Make text and other items larger or smaller on the window that opens.
    • Verify that the option labeled Let me choose one scaling level for all my displays is enabled. If not, check to enable this setting.
    • Verify their DPI settings in display is set to Medium (100%) other DPI can cause the toolbar not to display or to display unusually.  You will need to reset the computer. We do not support higher DPI settings.

      Windows 10: 
    • Right click on your desktop and select Display Settings.
    • Click on Advanced display settings at the bottom of the page.
    • Click on Advanced sizing of text and other items
    • Click on Set a custom scaling level
    • Make sure that Scale to this percentage of normal size is set to 100% and restart the computer.
       
  • Verify Reckon Accounts is integrated with SmartVault, correct if needed.
     
  • Check if Reckon Accounts is running in the background
    • End the Reckon Accounts processes running in the background.
      • Open Reckon Accounts and open your company file
      • Right click on task bar and click on "Start Task Manager."​
      • Go to Processes tab and click on the tab Image Name.
      • Select the QBW32 processes one by one and click on End process.
      • Make sure only QBW32 processes are ended and then close Task Manager.
      • Exit out of SmartVault from the system tray.
         
  • Close SmartVault & Reckon Accounts.
    • Make sure you run both Reckon Accounts and SmartVault as administrator to see if this resolves the issue.  You do not need to continue doing this if it does not resolve this. 
       
  • Disable all other add-ons in Reckon Accounts (do not delete). 
     
  • Locate QBSDKlog.txt file for Reckon Accounts and review for errors <driveletter>:\programdata\intuit\quickbooks
  • Reinstall SmartVault.
     
  • Run a Repair for Reckon Accounts.
     
  • Reinstall Reckon Accounts


​If the toolbar does not appear after following the above steps, please contact SmartVault Support for further assistance.

Grey Toolbar

  • Ensure that you are logged in with the correct account in the SmartVault application, if you have multiple SmartVault logins.
     
  • Verify that the logged in user has access to the Company File applications folder and all documents folders they need in the portal.
     
  • Run SDK reg fix and Reboot.bat.
     
  • Verify If the company is not integrated with a an old trial or another account account.
    • If you have or had signed up for multiple SmartVault accounts, your company file may still be provisioned with the old account that is either closed or you may have used a different email with. If so, please contact SmartVault Support for further assistance.

Toolbar is not aligned

  • Verify that the  DPI settings in display is set to Medium (100%) other DPI can cause the toolbar not to display or to display unusually.  You will need to reset the computer. We do not support higher DPI settings. 
     
    • Windows 8.1:
      • Right click on your desktop and select Screen resolution.
      • Click Make text and other items larger or smaller on the window that opens.
      • Verify that the option labeled Let me choose one scaling level for all my displays is enabled. If not, check to enable this setting.
      • Verify their DPI settings in display is set to Medium (100%) other DPI can cause the toolbar not to display or to display unusually.  You will need to reset the computer. We do not support higher DPI settings. 
         
    • Windows 10:
      • Right click on your desktop and select Display Settings.
      • Click on Advanced display settings at the bottom of the page.
      • Click on Advanced sizing of text and other items
      • Click on Set a custom scaling level
      • Make sure that Scale to this percentage of normal size is set to 100% and restart the computer.

Scans not going into toolbar

  • Verify that the scanner is working, and can scan normally outside of SmartVault  Check profiles for ScanSnap or Cannon scanners are configured correctly.
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