Difference between revisions of "How do I clear Highlighted Locked Users?"

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== Summary ==
 
== Summary ==
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The following article outlines how to remove any ''"Dead Users"'' from the User Monitor Screen that are highlighted in some way.
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This article explains why you may have a highlighted user and how you can clear them.
 +
 
 +
{{Warning|text=You are advised to {{SupportContact}} to ask for assistance. A highlighted or '''critical''' user is generated when the records were at a critical stage when the user exited the system e.g. due to an error message or PC fault. Further actions may be needed to correct data as a result of the critical user.}}
  
 
== More Information ==
 
== More Information ==
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These happen when Platinum being exited incorrectly while it was updating files. They can be removed using the following procedure.
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As described above, a critical user may be left when Platinum has been exited incorrectly whilst updating files e.g. during a Nominal Update.  
  
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Go to {{Menu|{{RP}}|User Monitor Screen}}.
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{{SupportContact}} before following the below advice.
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* This will show a list of all the users Platinum registered as logged in.
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* Press {{KeyPress|F10}}.
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To remove the critical user go to {{Menu|User Monitor}} or {{Menu|Maintenance|User Monitor Screen}}.
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** This will bring up a screen that looks like this:
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* This will show a list of all the users registered as logged in to Platinum.
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{{Warning|text=Before removing a critical user you are advised to ask all other users to exit the system to ensure you only deal with the genuine locked records.}}
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* Press {{KeyPress|F10}} or click {{Button|Delete}}.
  
 
<pre>
 
<pre>
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To:            0
 
To:            0
 
</pre>
 
</pre>
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* Move to the "Remove any Critical users" field and change the {{DataValue|N}} to {{DataValue|Y}}.
 
  
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{{Warning|text=Once you press {{KeyPress|ENTER}}, the system will bring up the warning :
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* At {{DataPrompt|Remove any Critical users}} choose {{DataValue|Y}}.
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{{Warning|text=Once you press {{KeyPress|Enter}}, the system will bring up the warning :
 
"''Possible partial data update, investigation is required.
 
"''Possible partial data update, investigation is required.
 
you may proceed at your own risk, if in doubt contact
 
you may proceed at your own risk, if in doubt contact
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:This is because the system was updating files at the time of the failure and there may be files that are partially updated e.g. if the system had failed at the point of pressing {{Button|Accept}} on a Stock Control invoice from "Invoicing and Customer Orders" then the Sales invoice may have appeared on the customer's account but the stock quantities may not have been reduced. In this case a stock adjustment would be needed manually to correct the stock.}}
 
:This is because the system was updating files at the time of the failure and there may be files that are partially updated e.g. if the system had failed at the point of pressing {{Button|Accept}} on a Stock Control invoice from "Invoicing and Customer Orders" then the Sales invoice may have appeared on the customer's account but the stock quantities may not have been reduced. In this case a stock adjustment would be needed manually to correct the stock.}}
  
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* After checking the '''"User"''' column on the far left of the screen on the Highlighted User line, enter this number in the {{DataPrompt|Delete from User:}} and {{DataPrompt|Delete to User:}} fields.
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* Check the 4 digit {{DataPrompt|User}} number in the column on the far left of the screen for the crictical user.
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* Enter this number in both the {{DataPrompt|Delete from User:}} and {{DataPrompt|Delete to User:}} fields.
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{{Tip|text=If there is a range of users to delete you can enter the lowest number of the user in the list in the {{DataPrompt|Delete from User:}} field and the highest number of the user in the {{DataPrompt|Delete to User:}} field and the system will delete all users in between in one go.}}
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* Press {{KeyPress|F2}} or click {{Button|Delete}} to confirm the deletion and then exit the screen.
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* You may see the system pause whilst it removes the user from the locked files and reverses or updates the system. You are advised to then check the process being undertaken at the time the user had an issue. You may need to redo an invoice or post a stock adjustment. Month end processes may not have been completed so please check your ledgers.
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*Press {{KeyPress|F2}} to confirm the deletion and then exit the screen.
 
  
 
== Locked Logistics Jobs ==
 
== Locked Logistics Jobs ==
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If you follow these steps and the users you are clearing are in Logistics and you still have a problem, you may also need to unlock your Logistics job records.
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If you follow the above steps but find your logistic job still locked, please follow this article -  [[How do I Unlock My Logistics Jobs?]].
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This can be done by following [[How do I Unlock My Logistics Jobs?|here]] Knowledge Base article.
 
  
 
== See also ==
 
== See also ==
 
* [[How do I clear locked users?]]
 
* [[How do I clear locked users?]]
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* [[Dealing with "Record in Use" message]]
 
* [[How do I Unlock My Logistics Jobs?]]
 
* [[How do I Unlock My Logistics Jobs?]]
 
* [[Troubleshooting Your Platinum Backup]]
 
* [[Troubleshooting Your Platinum Backup]]

Revision as of 12:53, 14 October 2021

Summary

This article explains why you may have a highlighted user and how you can clear them.

You are advised to Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page to ask for assistance. A highlighted or critical user is generated when the records were at a critical stage when the user exited the system e.g. due to an error message or PC fault. Further actions may be needed to correct data as a result of the critical user.

More Information

As described above, a critical user may be left when Platinum has been exited incorrectly whilst updating files e.g. during a Nominal Update.

Contact your Platinum dealer or our support team on 0116 230 1500 or by using our website support contact page before following the below advice.

To remove the critical user go to " User Monitor" or " Maintenance User Monitor Screen".

  • This will show a list of all the users registered as logged in to Platinum.
Before removing a critical user you are advised to ask all other users to exit the system to ensure you only deal with the genuine locked records.
  • Press <F10> or click [Delete].
Remove?:       No

From User:     0
To:            0
  • At "Remove any Critical users" choose 'Y'.
Once you press <Enter>, the system will bring up the warning :

"Possible partial data update, investigation is required. you may proceed at your own risk, if in doubt contact software support."

This is because the system was updating files at the time of the failure and there may be files that are partially updated e.g. if the system had failed at the point of pressing [Accept] on a Stock Control invoice from "Invoicing and Customer Orders" then the Sales invoice may have appeared on the customer's account but the stock quantities may not have been reduced. In this case a stock adjustment would be needed manually to correct the stock.
  • Check the 4 digit "User" number in the column on the far left of the screen for the crictical user.
  • Enter this number in both the "Delete from User:" and "Delete to User:" fields.
  • Press <F2> or click [Delete] to confirm the deletion and then exit the screen.
  • You may see the system pause whilst it removes the user from the locked files and reverses or updates the system. You are advised to then check the process being undertaken at the time the user had an issue. You may need to redo an invoice or post a stock adjustment. Month end processes may not have been completed so please check your ledgers.

Locked Logistics Jobs

If you follow the above steps but find your logistic job still locked, please follow this article - How do I Unlock My Logistics Jobs?.

See also


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Keywords AND Misspellings
locked, record, in, use, file in use, record locked, lock, dead, user, dead user, highlighted
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