Account Pages and Functions

Command Center has almost all of the account information you'll need.  The big missing key is subscription information, which is in Chargify.

Overview

You're able to find quite a bit of information immediately.

 

1.  Email Address:  When there are multiple accounts for the same user, make sure to copy and paste the correct address directly from this line

2.  Pro Enhancements:  If subscription is ON in Chargify, make sure it is ON here

3.  Password:  The key will let you manually change the password.  The envelope will email the user a reset link.

4.  Product Version:  The most recent crashes will show on the first page, with the version it occurred in.  If there are no errors but the user is reporting crashes, see if they have v6.  Older versions of v6 can't connect to the server and don't provide error logs.

User Info

Most helpful when scheduling screen shares to see time zone!

Licenses

1.  Licenses Used:  This tracks v6 logins, don't worry too much about it.  v7 owners will see this in red on their end and think it means they don't own anything- it doesn't.  It's current logins only.

2.  Product Name:  Module, version number, or suite license currently owned

3.  Created Date:  Helpful when referencing order history AND free upgrades from v6 to v7.  Anything with a 2016-05-03 created date is a free upgrade from v6 to v7.

4.  Machine Units:  How many seats a single license covers.  Employees can have as many as you want.  If a user is constantly getting "Exceeded Licenses" but insisting they only use one or two computers, increase the units available.

5. Delete License:  Delete if processing a refund/return, account has come up as fraud, or if the user has been banned.

6.  Add License:  Add licenses referencing PayPal or Square invoices, or as a gift.  Cloud licenses can't be purchased with PayPal or Square, so those options won't be used often.

Adding Licenses

Cloud licenses shouldn't be added for free unless in a circumstance where the user already has an active account in Chargify.  Without a Chargify account they can't have a Pro Enhancements account to be used with the suite.

v6 and v7 licenses won't be gifted often and are at your discretion.  Usually for your own testing purposes.

Order History

1.  Vendor:  Purchases of the software and Fundy Direct orders will be in the order history.

2.  Order Number:  Match the Direct order number with the lab's number (Finao, Lush, and Design Aglow especially) when processing refunds or changing order status

3.  Order Type:  Album or Software only

4.  Last Updated:  Helpful when searching for a specific order

5.  Status:  Completed, Pending, Processing, and Shipped most common.  More on Direct Orders HERE

6.  Cost:  Users often forget what they purchased and wonder about a charge on their statement.  It's usually a Direct order

7.  Project Name:  Good reference point for searching for projects

Errors

When looking at error logs, the most important factors are the Product Version and Category.  If there is a software update available, always start there.  After that, the category can give you a good starting point.  The most common crashes are "NilObjectException" and "OutOfMemory".  

Object Exceptions are really difficult to diagnose, but usually have something to do with the images in use.

Memory issues are usually in v6 or older versions of v7.  Usually there are more than 600 images and it maxes out the memory capacity of the software.  v6 and v7.0 were 32 bit versions that had a lower capacity than 7.5 and newer, which is a 64 bit.

**If there are no error logs but the user is reporting crashing, they're most likely either in a very old version of v6 and the software isn't connected to the server to send the report OR the crash is coming from their computer, not the software