The Knowledge Base is where you will find help articles and user guides that cover common issues and best practices. This is the place that you should go to for step-by-step instructions and immediate do-it-yourself support.
Submit a Support Ticket:
We are here for you when you need it. If you do have an issue you can submit a support ticket online. In this ticket, you will want to provide as much detail as you can on the issue and a tech support agent will contact you and help you resolve your issue.
Please keep your passwords safe! While Cloudnine hosts and supports QuickBooks, we do not store, manage, or keep QB passwords on file. Your Admin will have this information. In the event of an emergency, we can “Reset your QuickBooks Password” for a $75 fee.
Change is a good thing! When you hire new employees or bring on a new client who will need access to your server—or in the event of removing access— you can easily add or remove users through the C9 Portal.
Add or Remove Applications:
If you would like to have one of our approved applications installed on your server, please fill out the “Add 3rd Party Application” form. This form will ask you for application details and we will follow up on the install shortly after.
How or Where do I access my Invoice:
Invoices are sent when your billing cycle comes around and are based off the monthly, quarterly, or annual plan you chose. For billing inquiries, please reach us at 888-869-0076 ext 3. If you wish to change the automatic method of payment on your account, please fill out our “Change Payment on File” form.
Updates for applications and software can seemingly be a daily occurrence. Our maintenance engineers work diligently to update all applications when released. As a built in security measure, we test these updates thoroughly to ensure they work in the Cloud, and on your server before completing the process. Please be patient during this time, sometimes our development team needs to code some patches before the process finishes. We will keep you updated and strive to not interrupt your service and working hours.
By using TSPrint, you do not have to install printer drivers and you are able to print directly to your local printers from the Cloud (without requiring any additional time for implementation or configuration).
Click here to access the TSPrint Installation Guide for step-by-step instructions on how to perform the installation.
Scanning with the Cloud:
The scanning client (TSScan) lists all of your local imaging devices and makes them accessible on your remote desktop server. Through advanced compression methods and Microsoft Virtual Channel technology, TSScan can be used on any kind of network. There is no loss in image quality, making the scanning software an ideal solution for any environment.
Click here to access the TSScan Installation Guide for step-by-step instructions on how to perform the installation.
Transferring files to and from the Cloud:
- Find the file you want to transfer on your local computer.
- Open the Cloud Files icon on your local desktop.
Monthly QuickBooks File Maintenance:
One of the best parts of Cloudnine’s hosted QuickBooks service is that your data is always backed up—painlessly—every night. So now you never need to use the backup routine in QuickBooks for making periodic backups—right? Wrong!
Best practices in maintaining a healthy QuickBooks file still dictate performing a manual backup on a regular basis. Not using the actual backup process in QuickBooks can lead to trouble with your data file down the road. The reason is just three little letters – TLG. The .TLG file is one of several files that QuickBooks creates every time you open your company file in a new place.
The main file has the extension .QBW. Then there is a .QBW.ND file which helps the QuickBooks Database Server manage access to the file. The .QBW.TLG file stands for Transaction Log, and it’s there to help recover data in case your main file gets corrupted somehow. All the transactions created in your company file are duplicated in the .TLG file as a kind of backup. Theoretically, Intuit Data Services can use this to recover corrupted data.
The problem is that the .TLG file grows exponentially faster than the actual .QBW file, leading to some really, really big files (much larger than the actual .QBW file). Below is a really bad example—the company file is 479MB, but the .TLG file is 25GB!
The problem comes because QuickBooks is trying to write to this huge .TLG file in addition to doing its real work, and if it’s too big, the computer just runs out of memory. This causes errors and unexpected shutdowns in QuickBooks. In the case above, the company wasn’t able to make a backup and had to call Intuit support during off-hours.
So how do we prevent this growth? It’s really quite simple. On a routine basis, run the Backup routine from the File menu in QuickBooks and make sure to choose Complete Verification.
Note that this will have to be done in single user mode; if you are in multi-user mode the Complete Verification choice will be grayed out.
This process ensures that the data file is healthy and QuickBooks then resets the .TLG file. Its as if QuickBooks is saying, “okay, we don’t need all this excess insurance, lets lose it.” If you do this on a monthly basis, not only will you have a nice archival copy of your month for historical purposes, but you will be ensuring that your QuickBooks company file is healthy, and stays that way. This must be done manually, the automated backup routine within QuickBooks does not reset the .TLG file.
If you haven’t been doing this however, and you have a really big .TLG file, it will actually prevent QuickBooks from being able to Verify and Backup the file. In this case, the best thing to do is to move or rename the .TLG file to something like “filename.TLG.OLD”. This allows you to proceed with the Complete Verification and backup of your file. Once this has been done successfully, you can delete the old .TLG file. That’s what happened in the case above. We moved that monstrous .TLG file to the desktop and were then able to successfully Verify the file and backup it up.
It sure felt good to drag that monster to the Recycle Bin!
Take a look at your TLG file. Is it bigger than the company file itself? If so, then it’s probably time to instate regular manual backups as part of your company’s accounting procedures.