Sage Timberline Office

Software Alert 10-Q

June 25, 2010

Audience

This issue may affect you if you use Sage Timberline Office Accounting or Estimating 9.5.0 or 9.6.0 and your computer was recently updated with the latest Microsoft updates.

For 9.7.0 customers:

  • A solution for Sage Timberline Office 9.7.0 is being developed and will be sent in the very near future.
  • If you use 9.7.0 and have not installed Update 1, we currently recommend that you do not install it. We will send a communication regarding 9.7.0 early next week.

Issue

Downloading recent Microsoft updates may cause an error to display after closing Sage Timberline Office Accounting or Estimating 9.5.0 and 9.6.0 and applications and tasks.

Notes:

  • No loss of data has been associated with the errors.
  • Sage Timberline Office 9.4.1 is not affected by these issues.
  • Work-arounds for this issue were described in Software Alert 10-P, sent on June 23, 2010. For a permanent solution, follow the instructions below to install Hot Fix 1for 9.5.0 and 9.6.0.
  • For more information, log in the Customer Portal and refer to Knowledgebase article KB1229.
  • If this issue applies to your company, but you are not the person who downloads and updates Sage Timberline Office updates, please forward this notice to the correct person in your company.

Solution

Hot Fix 1 for Accounting and Estimating addresses issues introduced by Microsoft updates on Sage Timberline Office versions 9.5 and 9.6.

A solution for Sage Timberline Office 9.7.0 is being developed and will be sent in the very near future.

Download the hot fix for your version of Sage Timberline Office.

To determine your software version:

  1. Start a Sage Timberline Office application.
  2. Select Help > About application.
  3. The software version is listed in the window.

Install Hot Fix 1 for Accounting and Estimating

Download Hot Fix 1 - Accounting and Estimating

If you install new or additional Sage Timberline Office applications after installing an update, you must reapply the update.

  1. You must have installed the latest update for your version of Sage Timberline Office Accounting and Estimating. Click the appropriate link below for more information on installing the latest updates. If you have already installed the latest update, skip to step 2.

    Accounting
    Estimating
    9.6 Year-End Update 7 9.6.0 Update 6
    9.5 Year-End Update 9 9.5.0 - no update required
       
  2. Click the link for your version to download a self-extracting file that contains the hot fix.

    9.6.0 Hot Fix 1
    9.5.0 Hot Fix 1

  3. When the File Download window appears, click [Save].
  4. In the Save As window, select a temporary location to save the file, and then click [Save].

    Note: This location must be available to all workstations where Sage Timberline Office Accounting or Estimating is installed. For example, create a folder named Update (if it does not exist) under X:\Timberline Office\Accounting\WinInst or X:\Timberline Office\Estimating. Save the file to that folder.

  5. In the Download Complete window, click [Close].
  6. If you use Estimating only, skip to Update Each Workstation below.

Update the Server - Accounting Only

  1. At the server or stand-alone computer, log on with full administrative rights.

    Note: Full administrative rights are defined as write access to the Windows registry and all the folders on the computer, including rights to the root of all hard disks. If you are unsure whether you have full administrative rights, ask your network administrator for assistance. Alternately, you can ask your network administrator to log on with the network administrator ID before you start the installation.

  2. Close all Sage Timberline Office and all Microsoft Office applications at the server and on all workstations.
  3. Browse to the location where you saved the file in step 3 of the "Download the Software Update" section.
  4. Double-click Hotfix1.exe for your version only once.
  5. If a security warning appears, click [Run] or [Allow].
  6. The Ready to install window appears. Click [OK].

    Note: The update may take several minutes. Double-click Hotfix1.exe for your version only once. You will receive a message when the installation is complete.

  7. The message This update has been installed successfully appears. Click [OK].

Update Each Workstation - Accounting and Estimating

Update each workstation where you installed Sage Timberline Office.

  1. Log on to the workstation with full administrative rights.
  2. Close all Sage Timberline Office and all Microsoft Office applications on the workstation.
  3. Browse to the location where you saved the file in step 3 of the "Download the Software Update" section.
  4. Double-click Hotfix1.exe for your version only once.
  5. If a security warning appears, click [Run] or [Allow].
  6. The Ready to install window appears. Click [OK].

    Note: The update may take several minutes. Double-click Hotfix1.exe for your version only once. You will receive a message when the installation is complete.

  7. The message This update has been installed successfully appears. Click [OK].
  8. Repeat steps 1 through 7 at each workstation where you installed this Sage Timberline Office application.

Important: If you run the workstation install on additional workstations later, you must also install the update by following the instructions in this section.

Turn on Automatic Updates

If you turned off automatic updates to work around this issue, you can now turn this feature back on:

  1. From the Start menu, select Run, type sysdm.cpl and the press Enter.
  2. On the Automatic Updates tab, select the option Turn on Automatic Updates.
  3. Click OK.

Additional Support

Online Support Request

If you would like assistance with a solution and your service plan provides online customer support:

  1. Log on to https://customers.sagenorthamerica.com/irj/portal/anonymous/login.

  2. Click Support > Self Service.
    This sends your request directly to Customer Support.

  3. On the My Requests tab under “Create,” click Customer Support Ticket.

  4. Complete the form to submit a support ticket directly to Customer Support.

Phone Support

If you prefer to speak to Customer Support and your Service Plan provides telephone support assistance, call Customer Support at 800-551-8307. Hours are Monday through Friday from 6 a.m. to 5 p.m. PT (Pacific Time).

Upgrading Your Service Plan

If your service plan does not provide online or telephone customer support and you would like to add or upgrade a service plan:

  1. Call 800-858-7098, or log on to https://customers.sagenorthamerica.com/irj/portal/anonymous/login.

  2. Select Anonymous Portal Access on right.

  3. Click Support > Self Service.

  4. On the My Requests tab under “Create,” click Customer Service Request.

  5. Complete the form to submit a service request.

 

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