How to Send Us a File (Windows)

Problem

You may need to send us your company file if you're having a problem in the Windows version of Goldenseal accounting software that we can't diagnose over the phone or by email. We can often solve problems faster if we can see your data first hand, instead of guessing what is there.

We may ask you to send your file for data problems ("a number is wrong!") or any other mystery problem that is hard to diagnose without actually seeing the data.

HINT-- User files often help us to catch obscure bugs that we'd never manage to duplicate in our testing.

Solution

To send us a file, follow these steps:

STEP 1-- Exit from Goldenseal

If you are currently running Goldenseal, choose Exit from the File menu.

NOTE-- Click here if you are using the Macintosh version, instead of Windows.

STEP 2-- LOCATE THE FILE TO SEND

Locate your company file. It may be in My Documents, or on your desktop. It's the file that you open whenever you start using Goldenseal.

NOTE- Don't send us the Goldenseal program (tree icon)!

If you use a shortcut on the desktop to open your Goldenseal file, make sure you do not send us the shortcut file! The icon for a shortcut has an arrow in its lower left corner. A shortcut file will also be tiny (1 or 2K). The company file will probably be at least 500K in size, more likely at least a few megabytes.

HINT-- If you use a shortcut and don't know where the file is, right-click on the shortcut icon, then choose Properties from the menu. Click Find Target to locate the actual file.

STEP 3-- COMPRESS THE FILE (OPTIONAL)

To save time, you can use WinZip to compress the file. Usually you can choose WinZip from the Start menu, but you may need to choose it from Programs or double-click on a shortcut. Click New and choose a file name and location (My Documents is good). You'll get an Add window, where they should 'navigate' to the company file and hit the Add button.

NOTE-- WinZip is available for a free trial download at /www.winzip.com. It is useful for other things (e.g. compressing files for backup) and we highly recommend that users get a copy!

You can also send the whole company file. But it will take longer to upload, and there's a higher % change it will have problems getting through the Internet.

STEP 4-- SEND THE FILE

Follow these steps:

1. Open whatever email program you use.
2. Compose an email to support@turtlesoft.com.
3. Attach the compressed file from step 3, or your company file from step 2.
4. In the message, include a description of the problem, and what we need to do to see the problem.
5. If your file uses passwords, also tell us the Master Password, so we can open your file.
6. Send the email to us.
7. We'll send you an email answer, usually within 24 hours.

NOTE-- We treat all user files with confidentiality and respect. We normally archive tech files for about one year, and occasionally that saves a user from disaster! However, if you want complete confidentiality, please let us know, and we will delete your file immediately after use.

Comments

Entered 1/28/05 by Casey. Updated 1/26/06 and 10/27/08 by Dennis. Updated 10/24/2010.