Hi Zoe,

Thanks for using our Product Support Community.

To help us investigate this can you check the following:

1. If you go into File > Maintenance > Check Data, are there any errors reported?

2. If you go into File > Open > Open Demo Data > enter the username Manager with no password > the demonstration company will open. Do Sales orders print ok in this company?

3. When you log into your live company's data, what is the username you log in with, e.g. Zoe, etc?

1. no errors are reported
2. its only occasionally that the sales orders are printing multiples but it is always off one particular username
3. yes, it only happens on one username which is a restricted access username

Thanks for your response. if you have any other ideas I would appreciate them too :)

That’s great, thanks Zoe.

As the issue only occurs for one username, this indicates that the username has become corrupt. To resolve this you can delete the username and set up a new replacement.

To delete the username go into Settings > Access Rights > highlight the relevant username > Delete.

To then set up a new replacement click on the New button. Make sure the username is slightly different, for example, if it was previously Zoe enter the new username as Zoe1. This is to make sure that the new username doesn’t inherit any of the properties of the old username and have the same issue with sales orders. You can then set up the password and relevant access and permissions for this username. You can find full info on how to do this here.

If this has answered your question, please click on the ‘This helped me’ link below.

We tried this last week and he has been using the new username however the problem is still happening. When we set up the new username we copied the user rights from his old account- would this be the issue?
We have had our IT technician out to look at his pc to see if it was a computer error but this is not the case.
Thanks

Hi Zoe,

You would need to create a brand new separate username, with a slightly different username, rather than copy over elements from the original username, as the software will use the same (corrupt) files as the original username that had the issue.

Creating a brand new username ensures that brand new files are used.

If this has answered your question, please click on the ‘This helped me’ link below.

I have created a new username today and did not copy over any details. The issue is still happening- but it is still only with the same user. The username was originally Ricky and now it is completely different. Could there be something in the tick box selection of the user profile that is causing this issue to occur? We have also tried his username log on with different computers and this is still the case- but when anyone else logs onto that computer that is not the case.
He has confirmed it only happens when dispatching an order directly from quotations

Ok great, thanks Zoe.

This isn’t an issue we’re aware of. Make sure that user definitely doesn’t have any other sales orders or quotations highlighted in the list. Scroll down to make sure any sales orders that aren’t on screen aren’t highlighted. You can press the Clear button to deselect all orders.

The tick boxes in access rights are unlikely to have an effect on the system printing sales orders in this way but it is something you can try. It would be just a matter of trial and error with each tick box to test this.