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RobinI

Company Logo Black out

Posted By

first time posting here, hope this is where i should be, if not please let me know where i should post.

issue at hand:

some users (with different permissions) login to to Sage 100 Contractor, go to Projects, Job documents, submittals, go to the end (right arrow with bar), click on print icon

we choose 02 Submittal for Report Criteria,  choose .Submittal for Report Form then click on PDF (or Word, or Excel or email), the output (on screen and when printed) comes up with a Black box where the Logo is supposed to be, 

Now if we do Preview instead of PDF or the other choices the logo shows up and we can print it and the Logo prints.

this is only happening to some of the users and again with different permissions so we do not believe it has to do with permissions.

one users has the same permissions as another user, one will get the logo the other will get the black box.

it is not the pc or laptop either because one user who gets the black box, can log in to Sage with their login info on a pc of a user who is getting the Logo, and still get the black box.  and the person who is getting the logo logs on to the pc that the other users is getting the black box, gets the logo.  (i sure hope you followed that.  LOL)

It is just so weird.  and I am at a lost as to what we can do.  I have repeatedly unistalled and reinstalled Sage 100 and I am still getting the same results.  

It was working for this one user for about a month, then about 3 weeks ago he told me what was happening.  after looking into it, called support, but they had already left for the day, i decided to uninstall Sage and reinstall it .   well that worked. ok great.

 it worked for about 2 weeks.  I come into work this week and the guy told me on Friday, he was getting the black box again.   weird... why is that  ok lets uninstall and reinstall.  hmmm.. this time it did not work... ok now i  looked to see if MS did any updates on Thursday night/friday morning... yup... ok left uninstall the update and see what happens.  rebooted the computer, went into Sage 100, went to submittials etc... clicked on PDF and there was the logo.  oh fantastic... 

decided before i give it back to the user, let me log off and try it again.  good thing i did. the logo is now a black box.  

Has anyone experience this? If so, were you able to resolve the problem and what did you do to resolve it?

thanks so much.

Robin

  • 0
    Since this post relates to Sage 100 Contractor and not Sage 100 (ERP), I am going to move this question to the Sage Construction and Real Estate Support Group so that other users of this software will see it and can offer their thoughts and insight.

    Thanks,
    Derek
  • 0
    Hi Robin, this sounds as though something is wrong. I have not heard of this before. Can you please submit this as a ticket. When you work with tech support and it cannot be fixed can you please have them escalate? This is something we would like to track and create a knowledgebase article on how to fix it when we get to that point.
  • 0 in reply to Sandra Smith
    Hello Sandra, I did call support and we worked on it for over 2 hours on the phone and still did not solve the problem. :(
    He said that it is a "custom" report it is beyond their tech support. double frown face :( I figured if someone has had this issue they maybe able to shed some light on how to fix this.
  • 0
    Have you verified that the logo.bmp in question is stored both locally on the users machine in the %APPDATA%... directory as well as in the shared company file Sage accesses upon login? Also, is there any relationship between the forms that don't work and those which are saved and run as private reports?
  • 0 in reply to smenard
    Thank you very much for the suggestion. I know that I did not put the logo in the %APPDATA% directory when I set up the computer for 2 of the users that have this issue. I don't know about the other users that are having the logo issue. I will check that out on Tuesday when I return to work.

    however when a User A, who has no problem with the logos on their computer, logs in to User B's computer that is having a problem with the logos, the logos appear for User A. When User B logs into the Users A computer the logo does not appear.

    I will ask the Project Manager if she can answer your second question.
  • 0
    Interesting...I doubt it's the appdata thing then, and thinking more about user defaults. Have you tried creating a new user and copying the defaults from user A and user B to see if the new profile replicates the issue or not?
  • 0 in reply to smenard
    I checked the logo bmp on the computers that the logo is working properly and there is NO logo bmps located on their computers. I was wrong about user B (who has the logo issue) logging in to Users A computer (that does not have an issue with the logo), the logo IS there, not like I previously stated that the logo was NOT there. If User A logs into Users B's computer, the logo is a Black box.

    When I go to do a submittal, and click on PDF/Word/Excel, the logo box appears and it is black however you can faintly see the company logo. when you print it it is all black.

    this is weird....

    I checked a computer that I installed Sage about 2 months ago, she does not do submittals, she does other reports and the Logo is normal, however i went into Submittals and the logo was a black box.

    I checked my computer, -- submittals --- logo--black box,
    -- subcontracts --- logo normal.

    Go Figure.
  • 0 in reply to RobinI
    Is everyone using the system.submittal report form that comes preinstalled? If so, the next place i'd check would be on the form itself in the design. Almost has to be an issue with the report forms, being public/private, or something along those lines. There really isn't a chance for this to happen the way it is without the issue being somehow related to that...maybe someone accidentally overwrote the form or something? Maybe trying to overwrite the existing issue report form file with one you know to be working? Such has having one of the users with a working logo, try to save it over the existing file the users seeing the black box are using? I noticed this is a system report, but it is one that is modifyable as well, so something might have happened pertaining to that. Best of luck to ya and let me know if you have any further developments!
  • 0 in reply to smenard
    thank you for your response.

    Everyone is using the same system.submittal report form. It is in the shared folder on the file server. There is not a copy of the logo.bmp on the computers.

    the other day a co-worker had called into Tech Support for another issue, while talking to the Tech, it was mentioned that we are having a problem with the Logo box on the Submittals. the Tech said that it sounds like an Adobe issue. The Tech re-sized the logo.bmp in submittals and they were able to see the logo. however the logo was/is extremely small. that is not going to work.

    I don't believe that it is an Adobe issue--if it was/is an adobe issue then why does the logo appear normal on all the other reports but the submittal's?

    I noticed that the logo issue is happening on all the computers that are NEW and I installed Sage 100 Contractor on and only happening with the Submittal report.. All the other computers do not have the logo issue.

    I am thinking that it has something to do with configurations or settings, however my experience with Sage is so little that I don't have a clue. I do not know about the private/public thing, is that a setting that I should look into on each of the computers, if so, how do i go about finding it?

    thanks so much.
    Robin
  • 0 in reply to RobinI
    If he resized the logo, it sounds like the file size of the logo might be too large for the newly installed versions possibly. It'd be an easy test to run either way. Just try to create a fake logo that's smaller than 50KB or so (ours is 43KB), overwrite the logo.bmp file in the company file (back it up first of course to be able to restore the original), and check on a PC that has it blacked out.

    Other than that, there are a few other things I could think to try here and there, and would be willing to set up a remote desktop session or something where I could try a few things out. I've never really seen an issue like this I couldn't resolve at some point, especially if there aren't any known issues for which Sage has a Knowledgebase article. My email is [email protected] if you'd like to try that out. I could also show you about the public/private forms too.

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