How do I clear Highlighted Locked Users?

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 " Reports & Settings User Monitor Screen" 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?.

How do I clear Highlighted Locked Users?

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Summary

More Information

Locked Logistics Jobs

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