triConvey desktop troubleshooting guide

Use this troubleshooting guide to resolve issues with the triConvey Desktop App.

System environment troubleshooting

Check system performance

1.    Open the Performance tab in Task Manager.

• If CPU uptime > 4 days, check for Windows Updates.
• If CPU uptime < 4 days, restart the Smokeball Windows Service from the Processes tab in Task Manager.

2.    Open the Processes tab in Task Manager. If CPU, Memory Allocation or Hard-disk Read/Write Capacity are > 90%:

3.    Close all open applications, including triConvey.

4.    Restart triConvey.

5.    Monitor hardware activity for at least a minute after triConvey opens.

Check Windows updates

1.    Open the Start menu.

2.    Search Check for updates and open the Check for updates window.

3.    Download and install any available updates to Windows.

triConvey's interface and performance may be affected by an outdated .NET Framework. Please indicate in your support ticket if .NET Framework updates are triggered when checked.

Quick repair Microsoft Office 365 Suite

1.    Navigate to the Start menu.

2.    Search for Installed apps.

3.    Search apps for Office.

4.    Click the three dots icon from Microsoft 365 (Office) and select Advanced options.

5.    Select Repair.  Ensure that you do NOT select Reset as this will require you to enter the Product Licence key.

Check Power Status and Options

General workstation performance may vary depending on power connectivity. Ensure that portable workstations are plugged into AC power.

Ensure that a high-performance power plan is selected in Windows Power Options:

1. Open the Windows Control Panel and select Hardware and Sound.
2. Select Power Options. 
3. Choose High-performance as the Selected plan. 

Antivirus and security software troubleshooting

Open the utility application of any installed antivirus on the workstation and add the following Smokeball program folders and files to the list of exceptions:

Folder path:

• C:\Program Files\Smokeball

File paths:

• C:\Program Files\Smokeball\binaries\Smokeball.exe
• C:\Program Files\Smokeball\binaries\Smokeball.WindowsService.Host.exe
• C:\Program Files\Smokeball\binaries\SmokeballToolbar.dll
• C:\Program Files\Smokeball\binaries\SmokeballToolbarAddIn.dll
• C:\Program Files\Smokeball\binaries\Smokeball.OutlookAddIn.dll

Websites

• http://app.smokeball.com.au
• http://communicate.smokeball.com 

Account authentication troubleshooting

Before reauthenticating a user's account: 

1.    Ensure that all Office documents or emails have been saved and closed.

2.    Check the triConvey file upload queue on the top-right corner of triConvey for failed imported files. 

3.    Review and confirm any files first, then clear the queue.

4.    Perform a backup of C:\Program Files\Smokeball\dataAu.

To reauthenticate a user:

1.    Log the user out of triConvey by selecting File and Log Out from the top-left corner of the triConvey Desktop App. 

Tip:  If triConvey is closed, log the user out by launching C:\ProgramFiles\Smokeball\binaries\Logout.exe.

2.    Log the user back in.

Uninstalling and reinstalling triConvey

Before uninstalling triConvey, first check if triConvey needs to be updated.  

An IT administrator should uninstall and reinstall triConvey because User Access Control and antivirus programs require administrator permissions to override.

Before uninstalling triConvey:

1. Ensure all Microsoft office products have been closed (Word/Outlook/Excel etc).
2. Perform a DB file backup and save it to a stable location.
3. Open Task Manager and suspend the Smokeball Update Service and Windows Service.
4. Open the Windows Task Tray and close the Smokeball Tray Icon from there. Otherwise, exit the Smokeball process from the Task Manager.
5. Clear all DB files from C:\Program Files\Smokeball\dataAu.
6. Uninstall triConvey from the Windows Apps & features window.

To reinstall triConvey:

1. Download triConvey.
2. Reinstall triConvey and log the user back into their account once the installation is complete. Ensure they can access their account.

Note: Reinstallation may take a while (> 30 minutes), depending on the system environment. Confirmation of successful login may also take some time to ensure that reinstallation has not locked the user out of their account.