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Support > FAQ

EBMS is committed to the support of its customers. We have organized answers to some of our most frequently asked questions for your convenience and easy access.

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  • Why can't I connect or login to EBMS?
    Why is my POS or Ecommerce not syncing?
    Why do I get an error when trying to update EBMS?
    Does EBMS run on a Mac, Smartphone, or Tablet, etc.?
    Why can't I print?
    Why is my scale, scanner, or other peripheral not working correctly?
    Can data from other software be imported into EBMS?
  • Why can’t I connect or login to EBMS?

    When you get an error saying ‘disconnected’, it usually means that the Code Base Server isn’t running. In order to restart it, click here to view detailed instructions.

  • Why is my POS or Ecommerce not syncing?

    In EBMS, inventory changes go from EBMS to the web server, while web orders go the other direction. Possible reasons that the sync may break include communication errors, data errors, missing info in EBMS (eg. ordered item deleted in EBMS, etc).

    If the Web Sync Administrator shows a Remote to Main error, you should be able to resolve the issue through File > Synchronization Status > Resolve Remote-->Main error. If not – please contact our support team.

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  • Why do I get an error when trying to update EBMS?

    When running “EBMS update.exe or EBMS updateCS.exe” you may get an error relating to access. This often is caused by your anti-virus software. You will need to turn it off or have your IT department turn it off.

    When running the install image for EBMS, you may get “DLL” error messages. We have not determined what causes this, but if you click on “Ignore” for these messages (there may be a number of them), when it is finished installing, go back to the “Setup.exe” and right click, choose “Run as Administrator”. Next choose “Repair” and click OK. This should take care of the problem. If not – please contact our support team.

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  • Does EBMS run on a Mac, Smartphone, or Tablet etc.?

    No - EBMS is Windows based. Clients have successfully used a remote desktop connection into a PC and programs like vmWare, Bootcamp or Parallels. These methods should work well, but we do not support them because we can’t be responsible for how a third party software connects with EBMS.

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  • Why can't I print?

    To troubleshoot, please check these obvious possibilities first.

    • Is your printer plugged in and turned on?
    • Is your computer connected to the same network the printer is on?
    • Did you reboot your printer?
    • Did you open the printer on the computer it’s plugged into and run the Troubleshooter? To do so, go to Control Panel > Devices and Printers, right click on the printer in question, and click Troubleshoot.

    If you still can’t print, see below:

    For EBMS Standalone: If you’re unable to print from EBMS but are able to print from other apps and services then have all users exit EBMS. Log into EBMS on the server with Administrative permissions and run the File Maintenance utility. From the EBMS Navigator (home screen) click File > Utilities > Maintenance Utilities, turn on only the switch for File Maintenance and click Next and follow the prompts. Running this should enable you to print again from EBMS.

    For EBMS Client/Server: Visit the Control Panel > Programs and Features and verify that SAP Crystal Reports is installed. If it isn’t, please re-install EBMS on the affected workstation. If it’s already installed, please contact our support team.

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  • Why is my scale, scanner, or other peripheral not working correctly?

    • Most peripherals connect to the EBMS database through EBMS Services Port 23166.
      • You must make sure that port is open in your firewall.
    • EBMS Services (Company Administrator > Server > EBMS Services Configuration) must be running.
      • If it is stopped, right-click on the "Service Status" box and choose "Restart".
    • The scanner IP address must match the IP address of the EBMS Server.
      • See Command Prompt > ipconfig> Ipv4 address.
    • The scanner must have the same version of EBMS that the server does.
      • See File > Scanner > Update Device Software and follow the prompts to update.
    • The Company ID in EBMS Services must be the same as in the scanner.
      • This is found in Company Administrator on the EBMS Server.
    • Symbol and Honeywell Bluetooth and wired Scanners - Plug it in and it works.
      • If it doesn't scan, scan the barcode configuration sheet to be able to work seamlessly in Invoices & Sales Orders. Contact Eagle support for a configuration sheet.
    • COM (Serial) port scanners and cash drawers need to be configured.
      • See EBMS > Sales > Options > Devices.
    • Honeywell USB (keyboard wedge) in-bed scanners and scales have barcode configuration sheets that must be scanned to be able to work seamlessly in Invoices & SO's.
      • Contact Eagle support for a configuration sheet.
    • COM (Serial) port in-bed scanners and scales need to be configured.
      • See EBMS > Sales > Options > Devices.
    • Receipt printers must allow port 1583 through your firewall. The correct margins must be set in page setup and the printer driver.
      • Go to Sales > Options > Reports to make sure the correct Epson report (usually Epson Condensed) is selected in "Report to Print when Processing Sale".
    • Label printers must allow port 1583 through your firewall.
      • In Printing Preferences of the Label Printer, you need to create Stock profiles that match the labels you are in printing in EBMS, and then connect the two in Page Setup of the EBMS report.
        • The Media settings in the printer driver and firmware need to match what print method and labels you are using.
        • Direct Thermal does not use a ribbon to transfer the data to the label
        • Thermal Transfer does use a ribbon to transfer the data to the label.
        • Transmissive/Label Gap is used when you use "sticky" labels, such as ones to price merchandise.
        • Reflective/Label Mark is used when you use something like perforated card-stock (raffle ticket style) labels that have a black mark on the bottom, such as ones to affix to clothing.
        • Media Handling "Tear-off" mode needs to be selected to conserve labels; it back-feeds to print on each one.
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  • Can data from other software be imported into EBMS?

    Yes. EBMS can read and extract data from .CSV and .TXT files. You will need to export data from your existing software in spreadsheet form. Microsoft Excel is the most commonly used program to review and manipulate data that is exported to .CSV files. View Details

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  • Why does my screen have an error on it?
    How to I run Utilities?
    How to I run the File Maintenance Utility?
    What should I do when I run Utilities and there are errors?
    How do I start TeamViewer if another TeamViewer session is already running?
    How do I query a report?
    Security Access - How do I lock users out of certain portions of EBMS?
    Can I manually backup EBMS?
  • Why does my screen have an error on it?

    Error messages may interrupt your workflow and are inconvenient, but it is important that you pay attention to them because they indicate the health of your Accounting System and Computer.

    • Running File Maintenance found in EBMS Maintenance Utilities can often resolve the error.
    • If the message gives you the opportunity to "Send", type detailed steps of what you were doing before the error occurred and send it in.
    • When you have an error message on the screen, take a screenshot by pressing ALT & Print Screen keys on your keyboard and then paste it in an email and send it to support@eaglebusinesssoftware.com
    • Some errors are simply resolved by logging out and back into the software or restarting your machine.
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  • How do I run Utilities?

    We recommend running Utilities weekly as it can help prevent and fix unusual or unexplained behavior.

    “Utilities” are a set of programs EBMS has developed to keep your system running well. The utility that’s used most often is called “File Maintenance” (See below). Over the course of running EBMS with multiple computers over a network, different parts of files might occasionally get out of sync. Running File Maintenance gets those pieces back in the right relationship. Because of how this is done, all users need to be logged out of EBMS when File maintenance is run. All users do not need to be logged out of EBMS when other utilities are run.

    Utilities can be run from the File>utilities option of the menu. All options are checked by default. You can choose to uncheck all, then run only the utilities you choose.

    If you have not run Utilities for a while, depending on the amount of data you have, it could take a while to run. Therefore, we recommend you run them overnight. If and when you get errors, please send them to our support team.

    utilities
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  • How do I run the File Maintenance Utility?

    1. Make sure all EBMS Users are logged out of the EBMS Program.
    2. Go to File > Utilities > Maintenance Utilities to start the Maintenance Utility wizard.
    3. Click the "Select None" Button, so that no boxes are checked.
    4. Next, check off the first option (File Maintenance).
    5. Follow the prompts
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  • What should I do when I run Utilities and there are errors?

    • Please look through the full report to see if there are any "uncorrectable" errors.
      • If the number of uncorrectable errors is zero, that indicates EBMS fixed the errors.
      • If there are uncorrectable errors, our staff will need to fix these manually. Please send the results to us by:
        • Click the Details button, take a screen shot of the window and email it to Support@EagleBusinessSoftware.com
        • details button
        • Or – Click the "Email Results" button to send them to us
        • email results
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  • How do I start TeamViewer if another TeamViewer session is already running?

    1. Go to the arrow at the lower right corner of your screen. Click on it and this should popup a window with Icons in it. See if you see the TeamViewer Icon in this window. If you do, double click on it. It should popup TeamViewer and show an ID and password. If It only shows the ID you will have to terminate the session by doing #2.
    2. It could be that you are using "ECare" which is our monitoring software. If this is not the case, right click on an empty space on the task bar. Choose "Task Manager", a window should popup with a list of the applications that are currently running. Look for TeamViewer in the list. If it is there, right click on it and choose "End Task" or "End Process". Also, at the top there are tabs. Look for the "Services" tab and click on it. Look for a TeamViewer session running in that list. If it is there, right click and "End task" or "End Process".
    3. Go to www.eshcom.com and go to the bottom of that page. Click on the "Remote Assistance" button then click on the "Download Remote Support" button and "Save" and "Run" the utility. This should bring up an ID and Password to give to our EBMS support person to establish your TeamViewer connection.
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  • How do I query a report?

    1. From the home screen in EBMS, go to File and scroll down to reports.
    2. Click on the Print Button on the Report you wish to query
    3. print report
    4. After clicking Print, you will see the Print Dialog Window. In the Print Dialog Window, click on the Set Query button.
    5. set query
    6. Choose a field and sort or filter the report based on that field. Sample queries can be found here.
    7. set query
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  • Security Access - How do I lock users out of certain portions of EBMS?

    In File>User Management, an administrative user can set permission for a user. There are 6 different security levels: Administrator, Manager, Advanced Entry, Basic Entry, Viewer, No Access, and External Access. An administrative user can also set a permission level per module. Click here for more. security levels Specific windows and fields can also be blocked in EBMS. Click here for more.

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  • Can I manually backup EBMS?

    EBMS does not provide a backup utility, but you may do a manual backup by copying the data file to a drive of your choice. Click here for instructions.

    We recommend using an Enterprise Level Backup Solution to back up the EBMS Data Folder. This is important because inexpensive backup solutions have a potential to prevent EBMS from working properly by holding files open. It is also recommended that the Full Dataset is Backed up regularly and that this happens at a Scheduled Off-Peak time to minimize system performance impact.

    If you need help finding an Enterprise level Back-up solution, contact your IT provider or our support team – we will be glad to provide a solution for you through our Ecare or Platinum subscription service.

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  • How do I return an item/credit to the customer?
    How do I print a check – I can't find the report?
    How do I print a check – my margins are off?
    Where is a report that shows my Sales, Expense or Inventory based on this or that parameter?
    Why does my General Ledger not balance?
    Why are my inventory Costs or Prices off on a Sales order or Manufacturing Batch?
    Why can't I reconcile my checking Account; I can't get it to a Zero difference?
    Why don't my gross sales on my Sales Tax report match my total income on my P&L?
    How can I reprint my bank reconciliation report?
    How can I easily see my bank balance?
    Is there a report showing my checks that I just wrote? Is there a way to re-print a payroll check?
    Why can't I find the payment in the deposit screen when my customer invoice shows it was paid?
    Why is my customer payment showing in the direct deposit screen when the invoice is still outstanding?
    Why do I have an invalid G/L account when I try to post/deposit?
    Why is my check or payment for the same vendor splitting into different checks?
    How can I write off bad debt?
  • How do I return an item/credit to the customer?

    Create a Sales Order for the customer returning the product. Enter the return as you would enter a typical sale to the customer, however, enter the quantities as "negative" values. This will turn your sale into a refund and add the items returned to your On Hand Inventory count, (i.e. if the items have a classification of Track Count and purchase method of Stocked).

    Next choose whether you wish to print a refund check (click Check payment method), pay cash for the refund (click Cash payment method), or apply the credit to the customer's account (click Charge payment method). If you select Check, verify the correct Bank Account to pay from is selected, leave the Print Credit Check switch turned on, then click Pay & Process. Click OK to proceed with the refund check, verify the check number and bank account in the Print Check dialog, then click Print to continue writing the check.

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  • How do I print a check – I can't find the report?

    Check reports are configured in the bank account window.

    1. Go to Expenses>Bank accounts, and double click the bank account from which you desire to write checks.
    2. Click the reports tab.
    3. For vendor payments, click the Select Report button next to the accounts payable field, and browse to Expenses > Forms, and choose the desired check report.
    4. For payroll payments, click the Select Report button next to the payroll field, and browse to Payroll>Forms and choose the desired check report.
    5. Click the drop down to choose your desired configuration: checks printed in the middle or checks printed on the top.
    6. If you are using pre-printed checks, select the pre-printed box.

    You will then be ready to print both accounts payable and payroll checks.

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  • How do I print a check – my margins are off?

    1. Sometimes when printing checks you will need to make minor adjustments so that EBMS prints in the correct areas of the check.
    2. The most common adjustment is to adjust the top margin down so there is more space at the top of the check as well as pushing the printing on the check downward.
    3. To make an adjustment of the top margin, go to the File Menu and then the Reports Menu. On the Reports Menu go to the Expenses Folder and the Forms Folder. For Payroll Checks, go to the Payroll Folder and then the Forms Folder.
    4. forms folder
    5. Select the 8.5x11 Report.
    6. Now Click the Prints and then Page Setup.
    7. print - page setup
    8. Adjust the top Margin to .5 and make sure you click Save as Default in the Print Dialog.
    9. print dialog
    10. Make additional adjustments as needed.
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  • Where is a report that shows my Sales, Expense or Inventory based on this or that parameter?

    Reports can be accessed from many places throughout EBMS. If you wish to access all reports that exist in EBMS go to the EBMS Navigator (home screen) and click File>Reports and visit the folder containing the category you wish to peruse – Sales, Expenses, Inventory (or Products), General Ledger (or Financials), Payroll (or Labor), etc.

    The reports folder named System Folders contains a duplicate copy of reports that are set as default reports within EBMS. You may select any folder and click Print to bring up the print dialog where you can choose criteria to pull your report. You may choose Print to print the report, or choose Print Preview to view the report on your computer screen.

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  • Why does my General Ledger not balance?

    Many times, an unbalanced journal entry is the cause of an unbalanced general ledger. Another possible cause is network or data connection errors that resulted in unbalanced postings.

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  • Why are my inventory Costs or Prices off on a Sales order or Manufacturing Batch?

    Sales Order selling price:

    • Do you have the correct Price Level selected?
    • Is the Price Level formula correct for this item?
      • Right click on the Inventory ID and click Lookup.
      • View the Pricing tab and check the Price Level formula.
      • Also check the Markup formula that sets the value for Base Price. Is that formula correct? (Most Price Level formulas work off of the Base Price.)
      • If the switch beside Cost named 'Update from Purchases' is turned on it means the cost will be updated when a Purchase Order is processed into an Expense Invoice.
    • Was a PO processed recently that changed the cost and therefore changed the Base Price and Price Level selling price?
    • Is a Special Pricing record set for this customer and item?
      • Check by right clicking on the item in question and click View Special Pricing. If so, a description of the Special Price will be listed.

    Sales Order & Manufacturing cost:

    • Is cost not matching the cost on the Pricing tab of the item?
    • To track the Inventory costs of Track Count, Stocked items, EBMS uses FIFO (First In First Out) which means if you buy new stock but have existing stock to get rid of, EBMS will continue linking the cost of the existing stock until all of it has been sold before it starts linking the cost of the new stock. E.g. if you buy 10 items at $10.00 cost and buy 10 more at $8.00 when you still have 5 in stock, EBMS will link the 5 remaining items with a cost of $10.00 before it starts linking the new stock that has the reduced cost.
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  • Why can't I reconcile my checking Account; I can't get it to a Zero difference?

    Be sure that your selected totals, (both in the deposits window and the payments window) match the deposits and payments totals listed on your statements. You may have bank fees or interest that need to be added as an adjustment. Make sure you've entered your ending balance correctly. If the ending balance and the deposits and payments totals are all correct, but you still have a difference, this may be an indicator that something has been voided which was previously reconciled.

    Please contact our support team for further troubleshooting assistance.

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  • Why don't my gross sales on my Sales Tax report match my total income on my P&L?

    Your P&L/income statement totals reflect any document (sales invoices, journal entries, expense invoices) that use a sales/revenue GL account. The gross sales on your sales tax report only reflect transactions on AR sales invoices using a taxable GL account.

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  • How can I reprint my bank reconciliation report?

    1. Go to File > Reports > Bank Accounts > Account Reconciliation
    2. Choose the desired amount
    3. Enter your statement ending date (alternatively, you can enter the date of the newest transaction in the reconciliation window, if you want to see ALL outstanding transactions, but you will not have a zero-dollar difference on your report if you do so.)
    4. Enter the statement ending balance (the number to which you last reconciled)
    5. Print

    You can also print the account reconciliation report directly from the reconciliation window. Click the Print button at the bottom of the reconciliation window and choose the Account Reconciliation report. If it is not listed on that menu, click Add Report and choose it from the report menu.

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  • How can I easily see my bank balance?

    • On the EBMS Navigator (home screen) you may click Bank Accounts, or go to Expenses>Bank Accounts.
      • Click yes if prompts pop up asking you to post transactions, and the bank account(s) will indicate the balance in the Bank Accounts window.
      • To see account transactions, checks, deposits, etc., click to select and highlight the bank account you wish to view and click Reconcile.
    • Or, go to Account Reconciliation and your Bank Account balance will be reflected there.
      • Click yes if prompts pop up asking you to post transactions.
      • You can also access this by visiting General Ledger (or Financials)>Account Reconciliation. To see account transactions, checks, deposits, etc., click to select and highlight the bank account you wish to view and click Reconcile.
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  • Is there a report showing my checks that I just wrote?

    No but we do have a bank account register reports under expenses -> bank accounts, that can give you all the activity for a certain day.

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  • Is there a way to re-print a payroll check?

    Yes, there is a way to re-print a payroll check.

    1. Open the payroll period in which the check was written. This is only possible in the current payroll year.
    2. Go to the reconciliation window of the bank account the check was written from, and void the payroll check you wish to re-print. This will make the timecard outstanding again.
    3. Go to the employee payments window and re-print the check.
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  • Why can't I find the payment in the deposit screen when my customer invoice shows it was paid?

    The first thing to check, is to make sure the payment was received into the correct account.

    1. Go the invoice that was paid and click View>Processed Payments.
    2. Confirm that GL account listed under Cash Account is the deposit account you expect it to be.
    3. If it is not, you can void the payment, and re-enter it into the correct cash account.

    Please contact our support team for further troubleshooting assistance. This can be a data issue that will need to be corrected by one of our data experts.

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  • Why is my customer payment showing in the deposit screen when the invoice is still outstanding?

    This could be due to finance charges or discounts that remain on the invoice. Those must be cleared or removed and then the invoice will be shown as paid. Network or data connection errors that prevent transactions from posting correctly could also be the cause.

    Finance charges can be removed or edited two different ways.

    1. They can be deleted (or edited) from the invoice itself:
    2. remove finance charge
    3. They can also be deleted (or edited) in the customer payments window:
    4. remove finance charge
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  • Why do I have an invalid G/L account when I try to post/deposit?

    One of your documents contains an invalid (usually blank) G/L account and during the "Process" step, EBMS created a transaction set that contains that invalid G/L. If you go under each module menu you will see a submenu called "Display unposted transactions" and then a list of G/L codes. In one of these screens you will see the invalid G/L account (displayed in red). At the bottom of this screen you will see the option to change this G/L account to a valid account.

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  • Why is my check or payment for the same vendor splitting into different checks?

    There must be a slight difference in spelling of an address or something (even spaces and caps make a difference) – change EACH expense invoice's "Pay to" vendor to a random vendor then back to the correct vendor and that should resolve the issue.

    Look at the name (not ID) of the Pay-to vendor on the expense invoices. If the names are different, even though the ID's are the same, EBMS will create a separate check for each unique name.

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  • How can I write off bad debt?

    At one time or another, most companies will run into a situation where they are unable to collect payment for products or services they’ve delivered. If you have reached the point where you believe you will not receive payment for an outstanding invoice, you can write it off to bad debt by following the steps below.

    1. Create a credit invoice to the customer who has failed to pay, totaling the unpaid amount.
      (Be sure to remove the finance charges from the unpaid invoices, and do not include them in the credit amount.)
    2. In the detail line of the invoice, use your bad debt general ledger account.
      (It is important to use the correct gl account; this credit invoice should be non-taxable.)
    3. Process the invoice.
    4. process invoice
    5. Go to the customer payments window and enter the customer.
    6. Select both the past due invoice and the credit invoice you created.
    7. Click Apply Credit
    8. apply credit

      This process will decrease your accounts receivable and increase your expenses.

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