Mt Olympus view from our office Mar 28 2003
ADDSUM® technical support services

(updated Dec. 2016)
How to obtain support:
 
Remote software assistance for users not using some other method (assumes some prior arrangements have been made):

Start

If the newer version above does not run because .NET is not installed and you are not in a position to update .NET on this PC, you can try the older version below.

Start older version

Note:
You may need to temporarily disable your anti-virus software. If you are an Advanced Accounting 7i user, click on Help then Remote assistance. Be sure that your Caps Lock key is not on. If you are an Adv 5.1 or prior user, if the software is running full screen either exit the software or press and hold ALT and then ENTER to place it into a window.
 

Troubleshooting remote software support (click on this heading to expand/collapse)

Most common issues causing a connection to prematurely close:
Anti-virus software - temporarily disable
Another application may be currently using VNC (if so, end)
Windows firewall may be blocking port 443/others (see below)

Troubleshooting Windows firewall issues
List of what might be Windows may be listening to on a given port:
netstat -ano
The PID can be matched to the PID in Process of TaskManager (click on View then Select columns to add PID if not there)
Other useful command line options:
netsh firewall show state
netsh firewall show config
Win 7/2008 Server:
netsh advfirewall firewall

Logging can also be enabled in the Windows Firewall, Advanced Settings
Pre Win 7:
netsh firewall add portopening TCP 80 “Open Port 80”
Win 7/2008 Server:
netsh advfirewall firewall add rule name=”Open Port 80” dir=in action=allow protocol=TCP localport=80
http://support.microsoft.com/kb/281336
 
Support phone: 801-277-9240 (Mon-Fri, 9am-8pm MST)
(support at other times/days available by appointment)
 
Fax: 801-277-4220
 
E-mail: support@addsuminc.com
 
Web: submit a technical support request
Support resources:
 
Addsum technical support memos
 
Show my IP address
 
Speed test
 
Addsum FTP site for support related customer uploads/downloads
Products currently supported:
 
Advanced Accounting 3.x, 4.x, 5.0, 5.1x, 6, 6.1 and 7i (we are the publisher of 6.1 and above)
 
TAS Professional 3.x, 4.x, 5.0, 5.1x, 6 (all Business Tools releases) and (released by us) 7 and TAS Premier 7i.
 
DBA Classic versions thru 2002.4 and 2004.1 including EDI, e-commerce/web site and sales order integration, credit card processing, shipping solutions, special reports, UCC labels and related EDI automation.
 
DBA Classic EDI module FAQ's
DBA Classic EDI module general info
 
(Note: we do not provide any support nor services of any kind for DBA "Next-Generation" nor directly for Evo-ERP.)
 
Pervasive.SQL 2000i, V8, V9, V10, V11 and v12 (primarily in the context of the above applications but also generally) and the related legacy Btrieve 5.10a (16-bit) and Btrieve 6.15 (32-bit) engines.
Fees, policies and philosophies:
 
Support relating to third party software (or our own) packages is normally provided on a prepaid basis and either on a per call/incident or prepaid minute basis. See our Store page for available options and policies. Our rates especially for accounting software support are among the lowest in the industry, yet expert assistance is only a call or e-mail away.
 
We have been providing Advanced Accounting support (and programming) services to others since early 1994. Frequently we support customers on a long term basis (we have regularly supported a number of Advanced Accounting software customers, for example, for periods of in excess of twenty continuous years) and in some cases function almost as a de facto member of the customer's IT department. Or in other cases we serve as a contact with historical information that long survives turnover in the customer's staff, and can help fill in the knowledge gap that inevitably occurs. In short, we are loyal, long-term supporters of the customers for whom we provide support or custom programming services.
 
We also routinely provide support far beyond our "normal" office hours when it is necessary/required including almost any hour of the day, on weekends and holidays (advance arrangements required).
 
Training (for Advanced Accounting or TAS programming) is usually on a per person basis when provided at our office. In today's world, training can most cost effectively be provided using remote control software tools and usually to users located anywhere in the world. For on-site accounting software support in the U.S. (and in a number of other countries including Australia, Canada and eastern Africa), we have dealers/consultants who may either live nearby or who will travel to your location.
 
General consulting is provided either on a similar basis as support or on an hourly rate basis for customers with whom we work regularly and in connection with which prior arrangements have been established and credit terms approved. For these customers, technical support is also provided in connection with those existing, or historical, arrangements.


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