Troubleshooting

This error message simply means that your username or password for your email account is incorrect in the "Email Setup" screen.  Double-check both your username and password under the "Advanced" section on the "Email Setup" screen.

This means that the recipient's email address is invalid (the SMTP server could not connect to the recipients email server).

Finish any pending Windows updates and restart the computer.  In Windows Apps, select Microsoft Access Runtime, Microsoft 365 or Microsoft Office and choose "Modify" and "Repair".  If several Access or Office versions are installed, they must either all be 32-bit or all be 64-bit.  It often helps to uninstall old / unused versions of Microsoft 365 or Microsoft Office.  Then reinstall the latest Cashbook version.

Renew or repair Microsoft 365 first, then restart Windows.  If Cashbook still does not start or cannot email through Outlook, reinstall the latest Cashbook version.

In Windows Apps, select Microsoft Access Runtime 2010 and choose "Modify" and "Repair".

If you're unable to start Cashbook for any reason, reinstalling the software will usually fix the problem:-

1. Download the latest version
2. Install the software
3. Restart your computer

Reinstalling doesn't affect your data or registration.

You may have an anti-virus program called ESET which blocks the Cashbook from running (as a false positive).

A conflicted copy can be created when the same Cashbook data file is changed on more than one computer before cloud storage has finished synchronising it.  Close Cashbook on every computer, then follow the instructions for the service that created the conflicted copy:

• Google Drive conflicted copies
• OneDrive conflicted copies
• Dropbox conflicted copies

Do not delete either copy until you have established which file contains the most recent correct data.

Cashbook Complete always remembers the last data file that you were using and will open it by default, the next time you start the software.  If you want to work on another data file, click the "Open" button on the toolbar and select the data file you want to use.

When the Repair & Compact process fails (or produces errors), then that indicates that your file has become corrupt.  Here's what you should do in that situation:-

1. Download and install the latest version of Cashbook
2. When you start Cashbook, it will attempt to self-repair when it detects that your file is corrupted

If you're already using the latest version and Cashbook cannot 'self-repair', then the corruption may be quite severe.  If that's the case, then you'll need to replace your corrupt data file with a backup by clicking on the "File" menu and choosing "Restore from Backup".  After restoring a backup, you should be able to use the software as normal again.

If the file cannot be repaired, see how to restore from an automated backup or restore from a backup.

When you do a backup, the software first runs a "Repair & Compact" to check that the data you're backing up is OK and not corrupt.  If your file is corrupt, then the "Repair & Compact" process will fail and the backup will not take place.  This is to prevent you from potentially overwriting a good backup with a corrupt one.

If this is happening, see the previous question above to try and fix the corrupted file.

Note: If the "Repair & Compact" process is completing successfully but the backup still fails, then we would recommend that you try backing up to a different device as your backup device may be faulty.

Please have a look at the "Emailing" section of FAQ.

When you open the Cashbook installer, Windows may display either of these messages:

• "For security and performance, this mode of Windows only runs Microsoft-verified apps"
• "The app you're trying to install isn't a Microsoft-verified app"

If you see either message, Windows is preventing Cashbook from running because it is not a Microsoft Store app.  Your computer may be running in S mode, or its app recommendation settings may need changing.

To install Cashbook, follow Microsoft's instructions to switch out of S mode, or change the app recommendation setting to allow apps from anywhere.  Ask a local computer technician for help if you are not comfortable changing these settings.

Version 5 files use much older database technology and may not upgrade automatically on a modern computer.  Keep an untouched backup of the file and contact support about converting it.

Please have a look at the "Emailing" section of FAQ.

This can happen if you have the wrong type of printer set as your default printer in Windows (e.g. a label printer, etc.).  To fix the issue, close Cashbook, then do the following:-

1. In Windows, go to "Settings", "Devices", "Printers and scanners"
2. Uncheck the option labelled "Allow Windows to manage my default printer"
3. Select your actual A4 printer, then click the "Manage" button
4. Click the "Set as default" button

Next time you use Cashbook, you should now be able to print properly.

If you're unable to print envelopes properly, please make sure that you have the latest version installed.  The latest version is not prone to the formatting issues that existed in earlier versions because we've completely changed how envelope printing works.

If Cashbook is printing to the wrong paper format (e.g. Letter instead of A4, or vice versa), here's what we recommend doing:-

1. Exit Cashbook if it's open
2. In Windows, make sure your default printer is set to the correct paper source (e.g. A4 or Letter)
3. Download and install the latest version

If you continue to have trouble after that, please contact support.

Cashbook uses the Windows printing system.  First check whether you can print from another program, such as Notepad or Word.  If you cannot, the problem is with Windows or the printer rather than Cashbook.  Check that the printer is available and set as the Windows default, then restart the printer and computer.  If necessary, update or reinstall the printer driver.

Print Preview requires an installed printer driver to determine the paper size and page layout.  A physical printer does not need to be connected; a virtual printer such as Microsoft Print to PDF is sufficient.

If other programs can print normally but Cashbook cannot, restart Cashbook and try again.

Print Preview requires an installed printer driver to determine the paper size and margins.  A physical printer does not need to be connected; a virtual printer such as Microsoft Print to PDF is sufficient.  Make sure an A4-capable printer is set as the Windows default.  If necessary, reinstall or update its driver, then restart Cashbook.

If your file is Read-Only, then that means that you are opening a backup or copy of your master file.  It is important to not edit these files.  To open your main file you need to use the "Cashbook Complete" icon on your desktop, and not open your files through Windows Explorer.

Incorrect regional settings can cause Cashbook to display the wrong date or currency format.  You may also see: "It appears your Windows Regional Settings are conflicting with what has been set up in the Cashbook".

1. Click "Start", then "Settings", "Time & Language", and "Region".
2. Set "Country or region" to "Australia".
3. Under "Regional format", select "English (Australia)".
4. Under "Related settings", click "Additional date, time & regional settings".
5. Click "Change date, time, or number formats".
6. On the "Formats" tab, confirm that the format is "English (Australia)".
7. Click "OK" to apply the changes, then close and reopen Cashbook.

Incorrect regional settings can cause Cashbook to display the wrong date or currency format.  You may also see: "It appears your Windows Regional Settings are conflicting with what has been set up in the Cashbook".

1. Click "Start", then "Settings", "Time and language", and "Language and region".
2. Set "Country or region" to "Australia".
3. Under "Regional format", select "English (Australia)".
4. Under "Related settings", click "Administrative language settings".
5. On the "Formats" tab, confirm that the format is "English (Australia)".
6. If you need to check individual date, number or currency settings, click "Additional settings" and make the required changes.
7. Click "OK" to apply the changes, then close and reopen Cashbook.

When it looks like recent data has disappeared from Cashbook, it is usually caused by one of the following:

• You've opened an old copy of your Cashbook data file by mistake. If you have opened an older copy, it may look as though you have lost your recent data when it is actually stored in a different file.  Search your drives for all ".CB" files and open each one in turn.  When you find the file containing your current data, copy it to the "Cashbook Data" folder and open it from there.  The default folder is: "Documents\Cashbook Data"
• You've accidentally used "Restore from Backup". The restored file replaces your newer data file, returning it to the point when the backup was made.  As a safeguard, Cashbook saves the file it replaced as a ".OLD" file.  To recover that file, open Cashbook Help and search for "Restore From Backup".

When installing OneDrive as a part of "Windows Updates", the "Documents" folder is changed to "OneDrive\Documents".  To fix this, install the latest Cashbook version, click "Open" and select the file in the new "OneDrive\Documents\Cashbook Data" location.  Then update the "Data File Folder" in the Setup Wizard if necessary.

Check the full folder path in Windows File Explorer.  Cashbook may be unable to use a Windows user or Documents path containing unsupported characters.  A normal working path looks like "C:\Users\YourName\Documents\Cashbook Data". If it is something like "C:\Users\中文测试\Documents\Cashbook Data" then the best solution is to create a folder "C:\Cashbook Data" and move your Cashbook files into that folder. Then open a file by double clicking it and in the "Setup Wizard" for the "Data File Folder", set it to "C:\Cashbook Data".  A local computer technician can help rename or move the folder safely.