Financial Reporter Crashes on Print

Have a situation with Ledger V9.3B(210527). On a network environment. Two users who use the Ledger and Financial Reporter.

One can print financial statements or any report without issue. The other as soon as they attempt to print from the financial reporter screen, the screen just disappears and goes away and of course no printing has taken place.

Yet the workstation in question can print any other reports from Adagio including all of the reports in Ledger - Chart of Accounts, Trial Balance, Detail Listing etc. without issue.

I thought it might be the Workstation Option setting - tried both - Specific and Default and same result all reports print OK but the financial reporter crashes.

Any suggestions on what to look for on this one workstation?

Thanks in advance.

Check out this thread: https://portal.softrak.com/ubbthreads/ubbthreads.php/topics/58910/1

It's an older thread, but it may help.

Thanks Dan for the link. Will do some checking when I can get back on the workstation in question and post what I find.

Thanks again.

Hi all

Today I had a client report the exact same issue as the first post on this thread. Same version of Ledger, and I had recently (in the past two weeks) installed the Ledger update.

I renamed the \Softrak\Ledger\X64 folder and now it prints fine. This was not mentioned in the thread that Dan linked to.

I guess there is a problem with the 64-bit version of Financial Reporter on this system. With the X64 folder renamed, Adagio reverts to the 32-bit version of FR, and that one works fine.

I might add that this is at least the second client for whom this solution has worked. Although it does come back whenever a Ledger upgrade (or possibly service pack) is installed.

Steve

I had exactly the same thing happen to me as Steve.
I renamed the \Softrak\Ledger\X64 folder and they are able to print.

Thank you for the confirmation, Carol,

I have updated the problem report with your comments. Please let me know the versions of the x32 and x64 Financial Reporters. I will start adding that to the case information.

HI Dan and Steve,

Thanks for the tips. Renaming the folder worked for me as well.

Support,

Where do I find the files so I can get you the version numbers?

Hi Ken,

\Softrak\Ledger\LedgerFinRep.exe and \Softrak\Ledger\x64\LedgerFinRep64.exe. Either check the File Properties from Windows Explorer, or run the EXE and look at Help / About within the application.

Hello Ken,

Check the properties, Details tab for the file version for the Ledger or FX FinRep.exe and theLedger or FX FinRep64.exe.

For Ledger, the files are here:
Softrak\Ledger folder has the x32
Softrak\Ledger\x64 has the x64

Hello Support,

Under Softrak\Ledger\LedgerFinRep.exe - 2.1.8.2761

Under Softrak\Ledger\x64\LedgerFinRep64.exe - 2.1.8.2761

My client just reported this issue after I recently installed his upgrade to GL 9.3B 220504.

His versions are as follows:

LedgerFinRep is version 2.1.8.2773
LedgerFinRep64 is version 2.1.8.2773

Any idea why this keeps happening?

Hello Dan,

When we have a dataset and set of Financial Statements where we can duplicate the problem, we fix it.

Please get his data.

Hi Support,

This is not a data problem. If you read the whole thread, you should see that it's clearly something about the LedgerFinRep64.exe that Windows doesn't like in some environments.

Hello Dan.

It isn't that simple.

This thread has been read through. Several times. If we can't duplicate the problem, we don't have any hope of fixing it.

In some cases, it does come down to a problem in a specification or a workbook and if we can trace it, we try to fix the problem. If it is environmental, we would need to know what it is in the environment that is triggering the problem.

When the same issue has occurred at a dozen different sites, it is not sufficient for Softrak to sit back and wait for someone to hand you what you need to troubleshoot.

You need to be more aggressive. This means arranging to access a site where this happens and pro-actively resolve the issue.

Just because it’s environmental (which we know it is) doesn’t allow Softrak to be passive when the issue is serious and fairly common.

Please contact Dan or me or Carol or Ken to schedule a remote site visit. Or if you aren’t ready to do that, put on your thinking cap and figure it out.

Steve

Hello Steve,

This issue has been investigated thoroughly and it is not as easy to duplicate as you believe.

Where we can duplicate a problem, we have fixed it. I have already requested the dataset for investigation.

Hi Support,

I was unable to recreate the issue on my machine. I will upload a backup now.

Thank you, Dan,

I was able to duplicate the problem with both statements on the recent files list. I have forwarded the data & my test results to R&D for investigation.

Hello Dan,

This problem with this dataset has been traced to the SSI2XL.DLL. We have updated the SSI2XL.DLL to version 1.12.26.575 and it has shipped with the Receivables 9.3B (2022.09.28) Service Pack we just released.