We have now had this serious error occur 3 times. When Rentrak is billing a customer, and any other user is even "looking" at another customer in A/R - not even in Rentrak, an error is occurring and being detected when the next Data Integrity check is run. We do not use any Bar Code features - so are quite baffled as to why/how the error is occurring.
In order to resolve the error, all the customers indicated on the data integrity report (the 2 customers affected) must be deleted, and then ACCPAC Maintenance Utilities are run to rebuild the index file RTCUST'B from the random file RTCUST/R. Please let us know if this error has occurred for anyone else, hopefully the cause and the solution to ensure it does not occur again.

Thanks
Vimridge

I have never seen this exact sequence and am puzzled. I need to know what you mean by "billing a customer" - do you mean you are running the "Generate Recurring Billing" function? It seems unlikely because that function does not alter the RTCUST records; thus if that is the case, then the actual error must have occurred prior to that. The fact that you do not use Bar Codes does not matter - Rentrak must prepare an index file regardless.

Further to your puzzlement - the error did not actually occur at a specific "time" or in an exact sequence. We only find the errors when we run the Integrity Check at the end of the day. Then we run "DataCare" which indicates the 2 customers that are affected. This is how we were able to determine the PhaseI error details. (ie: one customer was a brand new rental customer where we used the generate recurring billing function to produce a first billing earlier that day, and the other customer listed on the error report was only being viewed - there were no changes made to that customer record. Contrary to my first message, this viewing of AR information was being done from Rentrak rather than from AR itself.)

Hoping this will help determine where/why the error is occuring. Please advise as to how we might avoid these problems.

Thanks

Thanks for the clarification. Unfortunately I still have never seen this problem before. At this point, you could FAX us a printout of you Rate Definition Table (FAX: 604-736-6431) so we can see if there is something unusual about your definitions. Please indicate which definition was being used by the contract that gave the billing problem. Also FAX us a printou out the contract as well.