The application will not open
Check whether it is already running or a dialog needs attention. Avoid repeatedly launching additional copies.
Check operation progress before closing. Force-closing can interrupt active work. Record the error and app version if available; contact support if startup keeps failing.
Contacts are missing or search returns nothing
Clear search text and reset advanced filters. Check type and tags; try Contains for broader matching.
Confirm the expected computer and Windows account. Avoid resets, uninstalls or manual database changes while investigating.
Address searching requires at least three characters. File search checks metadata, not document contents.
CSV values or matches need attention
Save the source as a comma-separated UTF-8 CSV, with or without a UTF-8 BOM. Check columns, required name mappings and each date column’s format.
Read Review & Resolve messages. Resolve invalid values, missing names and uncertain matches, or choose the offered ignore or skip action. Strong matches awaiting confirmation also need attention.
If disk space is insufficient, free space on the CRM data drive and retain the active import workspace. Resume analysis or import using the controls for that stage. If preparation was interrupted, choose the CSV again.
Check automatic decisions as well as flagged rows. Resuming the same import avoids repeating committed rows; stopping does not roll back changes.
Editing is disabled or an operation takes time
Other screens are unavailable during active import analysis or execution. Pausing allows browsing; editing remains disabled until import finishes or is abandoned.
Backup and restore preparation temporarily make the CRM read-only. A prepared restore remains read-only until applied on restart or discarded.
Check stage, progress and errors. Processing time depends on your computer and data volume.
Files, email or websites will not open
Check whether a linked file moved and use Copy New File, Link New File or Refresh file status as appropriate.
Email and file actions need a suitable default Windows app. Websites need a valid address, browser and internet connection.
Backup or restore did not finish
Check final status, free storage and file access. Backup destinations and restore ZIPs must be outside managed Contact Files.
Do not manually replace database files. Keep current data intact and contact support if the error continues.
A restored backup replaces the whole CRM and managed files on restart. It does not restore linked files outside that folder, unfinished imports, date-format preferences or notification preferences.
Ask for help
Describe the steps, expected and actual results, approximate time, version and exact error. Review screenshots and diagnostics before sending.