Troubleshooting

Tips to Resolve Technical Issues

Important Most technical issues are resolved soon after they’re discovered. If you’re not using the very latest version, then you should get the free upgrade now. Upgrading will usually fix most issues.

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Data Corruption

How do I prevent my data file from becoming corrupted?

The most common causes of corruption are:-

What do I do if my data is corrupt?

If you see a message that your Cashbook file might be corrupted, then follow these steps (in the order listed) until the problem is resolved:-

I'm getting errors that I've never had before

If you are getting strange errors that never used to occur, then it's probably because something is corrupted on your computer. Please try each of the following, in this order, until...

Errors

Error 6: Overflow

To prevent this error, you should do the following:-

Error: A run-time error occurred in module: You don't have permission to view this module

Please select "Repair & Compact" from the "File" menu. If that doesn't fix it, download and reinstall the software.

Error: Bad login or password (when emailing)

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...

Error: Cannot Find VEENLR3.HLP

This is the same as the error: "Runtime Error 429 – ActiveX Component Can’t Create Object".

Error: Database is opened exclusively or has the read-only switch set

This message can appear after a Windows Update, or after upgrading to Windows 10. To fix the problem, you can:-

Error: Device Unavailable

This error usually indicates that you have recently opened your Cashbook data file directly from a removable drive (eg. USB flash drive) and that removable drive has since been removed...

Error: gfx.dll is missing

This error should only apply to Version 6 users and it can occur after you install or upgrade Microsoft Office or Microsoft Access, or after applying a Windows Update.

Error: Microsoft Access Has Stopped Working

Please follow the steps on the "Cashbook Complete won't start" page.

Error: Microsoft Access was unable to initialize the Windows Registry

The full error message often looks like this: "Microsoft Access was unable to initialize the Windows Registry. Rerun Microsoft Access or Microsoft Office Setup to reinstall Microsoft...

Error: msvcrt40.dll

Msvcrt40.dll errors are caused by situations that lead to the removal or corruption of the "msvcrt40.dll" file in Windows. In some cases, msvcrt40.dll errors could indicate a registry...

Error: Screen resolution is too low

This message occurs if your screen resolution is set too low. The minimum resolution for Cashbook Complete to operate is 800 x 600 pixels.

Error: SetAcl.exe

If you see a message like "Could not execute the external program: C:\Docume~1\\Locals~1\Temp\SetAcl.exe", and you are using a program called BitDefender

Error: The application has encountered an error writing to the registry

The first thing to do is to right-click on the "Cashbook Complete" icon and choose "Run as Administrator". If the problem continues after that, please do the following:-

Runtime Error 429 - ActiveX Component Can't Create Object

This is caused by the "VEENLR3.HLP" file (a Microsoft Shared file) being corrupt or missing from your system.

Runtime Error 70

This problem is typically caused by Windows preventing Cashbook from accessing system resources. To fix it, simply right-click on the "Cashbook Complete" icon and choose "Run as Administrator".

Runtime Error: Form.SU Regional

This error is caused by a problem with your "Regional Settings" in Windows. To fix it, please exit out of Cashbook Complete, then follow the steps on the "Checking Your Regional Settings"...

Miscellaneous Issues

Some totals are not displaying (applies mainly to Splits and Invoices Outstanding)

This problem is caused by not having the most recent updates installed for the Microsoft Access 2010 Runtime that Cashbook requires.

Cashbook opens up in "Read Only" mode

If a file opens as "read only", it means that the data in the file can be viewed but not changed.

A date reverts back to its original value when I try to change it

This is because the Regional Settings are not saved correctly. To correct them, follow the "Checking Your Regional Settings" steps.

I can't type a date in

This may be for one of the following reasons:-

Checking your Regional Settings

If your computer's regional settings are not set up properly on your computer, then the wrong date/currency format may be displayed in the Cashbook for your particular country.

Some of my data has disappeared

When it looks like recent data has disappeared from your Cashbook, it's usually just human-error caused by one of the following:-

When installing or using Cashbook, my anti-virus software blocks "Cashbook32.dll"

Some less common anti-virus programs may detect a "false postive" when installing or using Cashbook Complete resulting in the "Cashbook32.dll" error.

Operational Issues

Cashbook won't start after a Windows Update (XP Only)

As of April 2014, Microsoft no longer support Windows XP. As a result, when Windows Updates are applied to some Office apps, it can cause them to fail on XP machines.

My file won't upgrade to the latest version

When you upgrade the software, some times your cashbook data file needs to be upgraded to work in the latest version. In most cases, this happens automatically.

Cashbook Complete won't install

If you're having trouble installing the software, the first thing to try is to right-click on the setup file you downloaded from our website

Cashbook Complete won't start

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

I've started a new data file and my old one has disappeared

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.

The GST Return isn't showing any sales (New Zealand only)

If you are using the "Invoice Basis" for GST, then the income is derived from your invoices, not the transactions in your cashbook.

The "Repair & Compact" fails

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:-

I get an error when I try to 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.

I can't send emails from Cashbook Complete

Before you can start emailing invoices, etc. you need to make sure that the "Email Setup" screen is configured properly.

Printing

When I try and print something, everything looks blown up / zoomed in on the page

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:-

I can't print envelopes

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...

Cashbook is printing to the wrong paper format

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

I'm having printing problems

Most printer problems are the result of corrupt printer drivers, affecting the way Cashbook and the printer communicate. Problems may include the following:-

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