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FAQs


Here you will find answers to many of the common questions frequently asked of our support team. If your question isn't listed then please contact sales@bluecrystalsoftware.com for a prompt response.


  1. How can I get a tutorial to get started?
  2. I am using someone else's program, and want to switch to yours, but I don't want to lose my client list. What can I do?
  3. Do you charge for support?
  4. I got a new computer and when I installed the software, it is telling me it is only a demo. How come?
  5. Why must I have the latest update before you'll take my call?
  6. If I don't like the hardware when it arrives, is it returnable?
  7. What is this forum all about, and how do I get there?
  8. What percentage rate does your credit card processing feature charge?
  9. What's up with the QuickBooks export?
  10. How come I can't read parts of the screen?
  11. What is a 'run time error'?
  12. I got 'Run time error 339: CreditCardValidation.OCX not registered.' What do I do?
  13. What is a run time error '3343: Unrecognized database format'?
  14. Is there a charge for networking the program?
  15. How do I network my program?
  16. Can I get a user's guide?
  17. How do I get the latest update?
  18. I missed an update. Do I need it one before I install the latest?
  19. I downloaded the update, but it didn't seem to make difference. What happened?
  20. Can I get an update mailed to me?
  21. I'm on a network. How do I install an update?
  22. I love the program. How can I get a new feature added?
  23. How can I email support?
  24. How can I get remote support?


1) How can I get a tutorial to get started?
Simply click here! Right-click on the link to save this file to your hard drive, otherwise it will open in a new window. It is in Adobe Acrobat format, which is required to open the document.



2) I am using someone else's program, and want to switch to yours, but I don't want to lose my client list. What can I do?
Once you purchase our software, tech support will walk you through getting your data to us. As part of your purchase, you get a free data conversion. We will transfer your client data at no charge. Please note: We only transfer client informational data for free. There is a charge for converting schedule and inventory data.



3) Do you charge for support?
We have several support options available to our users, several of which are no charge, including the new online forum. Please click here for our list of support options and policies.



4) I got a new computer and when I installed the software, it is telling me it is only a demo. How come?
All products ship from here as demos. Once you purchase, you are issued a registration code. This code needs to be typed into the program to unlock the demo. However, this will not get you your data back. The procedures for bringing up a new computer to use Salon Connection are as follows:

For standalone computers: Install the CD, download and install the latest update from this website, then restore your data from a backup from the old computer.

For network workstations: Install the CD, download and install the latest update from our website, configure your workstation to use the database on the server. For updated networking instructions click here.

It is important to install the latest update, as it will correct most issues with the software since you received your CD, and bring you up to date. Also, your program will not open with the database in place if the database version does not match the version of the software you just installed.



5) Why must I have the latest update before you'll take my call?
It is important to have the latest update because the questions or problems you have are most likely due to your software not being the latest. Once you install the latest update, if the problem is still occurring, then by all means, call or email us!



6) If I don't like the hardware when it arrives, is it returnable?
If the hardware is defective, we will replace it at no cost to you. If you feel you must return it, you can return it for a refund, but there is a 30% restocking fee. For the hardware to be accepted by us, you must get an RMA from our customer service department, and the hardware MUST be in its original packaging with all parts present. All packages that do not have an RMA will be refused, and no hardware will be accepted for refund if the original packaging is not included.



7) What is this forum all about, and how do I get there?
Several of our users have requested a place where they can get together with other users to share ideas, compare notes, and share tips and tricks for our software, so we gave it to them. Click here to get there!



8) What percentage rate does your credit card processing feature charge?
The credit card processing discount rate is variable through our processing service, which is through a third-party company. To inquire about that rate, please give us a call and we will put you in touch with our vendor.



9) What's up with the QuickBooks export?
Previously, QuickBooks allowed us to import our data, providing a complete solution for your business. However, with each subsequent release of QuickBooks, their database structure changed, prohibiting proper import of our data. Recently, QuickBooks released their programming source, which is making it possible for us to put our data directly into QuickBooks, without the need for exporting or importing. This will completely eliminate the need for double-entry.

How will this work? First, you will need a copy of QuickBooks 2002 Professional or greater. Next, you will need to either own the QuickBooks DirectLink module or purchase it for Salon Connection. As you enter customer information, and create invoices and receipts, and add or update inventory items and vendors, the data will be put into QuickBooks automatically at the same exact time it is entered into Salon Connection.



10) How come I can't read parts of the screen?
If you are experiencing the inability to read certain text on the screen because the background is too dark, or if you have no bottom scroll arrow on the 'Client Explorer,' you need to adjust your screen settings. Please click here for details on how to reset your screen colors and resolution.



11) What is a 'run time error'?
A run time error is a programming error that didn't get caught in testing or trapped by the built in error-trapping system of your software. If the problem persists, please contact Blue Crystal Software's support department and report the error along with the steps to duplicate it. Blue Crystal Software will then be able to offer you a work-around solution until the next update is released.



12) I got 'Run time error 339: CreditCardValidation.OCX not registered.' What do I do?
Occasionally, on some Windows 98 systems, our credit card control will not register properly. To manually register the control on your system, click Start, Run, type in COMMAND and click OK. The screen will go black either in whole or in part. At the prompt, type in CD\WINDOWS and press enter. Now type in CD SYSTEM and press enter. You should see C:\WINDOWS\SYSTEM> on your screen. Type in REGSVR32 CREDIT~1.OCX and press enter (the ~ key is USUALLY just below the ESC key on your keyboard, and you have to use the SHIFT key when pressing it). If your system responds with a 'succeeded' message, click ok. You will be returned to the DOS windows. Type in EXIT and press enter. This returns you to the Windows operating system. If you did not get the OK, please be sure you followed these instructions to the letter before calling technical support.



13) What is a run time error '3343: Unrecognized database format'?
A runtime error of 3343 when starting Salon Connection means your database has become corrupt. There are several different causes for this, some of which are power fluctuations during a data-write procedure, intermittent network problems during a write-procedure, turning off your computer with Salon Connection still running, or one of the computers on your network has an issue. These are just a few examples of some of the causes. There are a few ways to correct the issue: Click Start, Programs, Salon Connection, Compact/Repair Utility. This MAY correct the error. If it doesn't, we have provided a Microsoft utility called JetComp. This is located in your SalonConn folder. In 90 percent of the cases, this utility will correct the corruption. You can also restore from a backup. If you do not have a backup of your data, you can email us the database for correction here. There is a $75 charge for this service. Please contact technical support for assistance.



14) Is there a charge for networking the program?
There is no charge for configuring your software to share the database among all of the computers on your network. Your network should be set up and functioning properly prior to contacting Blue Crystal Software Support. If your network is not functional, there will be a charge to assist you in configuring it prior to configuring your software product.



15) How do I network my program?
Simply click here for complete networking instructions.



16) Can I get a user's guide?
Sure can! Click here to download one in Adobe Acrobat PDF format. The Adobe Acrobat Reader is a free download and is required in order to view our user's guide.

PLEASE NOTE: To save the files to your disk, you may need to right click on the links above and choose 'Save target as...' if you click the link and nothing happens. If you do click the link and nothing happens, its because your computer is attempting to download the files into the programs that will read them.



17) How do I get the latest update?
We have an online support center set up for our customers. Simply click here. Note: We recommend that you bookmark it in your browser to be able to access it directly in the future. It can be found at http://support.bluecrystalsoftware.com, and contains a user-to-user forum, KnowledgeBase, and several other items that will assist with and streamline the use of your software product experience.



18) I missed an update. Do I need it before I install this one?
No! Each of our updates conveniently contain all of the previous updates. Simply download it and install it!



19) I downloaded the update, but it didn't seem to make a difference. What happened?
There are two steps to the download... the download itself, and the installation. Once the files are downloaded, they must be installed.



20) Can I get an update mailed to me?
Updates are available on CD by mail or express delivery for a fee to cover materials and postage, and must be prepaid on a major credit card before it ships. Prices are:

Service Cost
US Mail $12.95
Overnight priority $29.95
Overnight standard $24.95
Second day $19.95

Sorry, but no CODs will be accepted on replacement CDs.



21) I am on a network. How do I install an update?
In most network environments, there are usually two or more computers interconnected. One of those computers is the main computer, or server, which may or may not be used by an employee as a workstation. When installing the update, every single computer, whether it is worked on or not, needs to have that update applied. The reason is that the report files (*.rpt) need to be in the same folder with the database, and this is only achieved by installing the update on the main computer.



22) I love the program! How can I get a new feature added?
We are always adding new features and enhancements. If you would like a feature added, we charge $95 per hour for the development of that feature, and that guarantees that your feature will be available in the next update. If you don't want to pay, you can request the feature, and it will get into the product as time allows. Only paid feature requests and product issues get top priority. Simply email us the request for the new feature using the form below, and a proposal will be provided immediately. You will receive an estimate, and once accepted, secure the work with a 50% non-refundable deposit, and the rest is due upon completion.



23) How can I email support?
A special form for submitting support requests can be accessed by clicking here or you can email them directly at support@bluecrystalsoftware.com.



24) How can I get remote support?
Simply click here.