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Although attempts are made to make the information in these bulletins accurate and understandable, they are only a guide. If you feel something is beyond your abilities or just not quite clear, contact our technical support department or get someone with computer experience to help you.
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| Error Message | Solution | |
| 1 | Account Receivable outage in previous year that is closed | You would add a dummy customer, add a dummy policy, and then seed the policy (found under Utilities tab) and then do a write off to the customer balance |
| 2 | Retention – by Producers | Retention – Invoicing, Sales and commissions combination reports. As an example, first do 2012 with new and renewal, and then run the same report for 2013 to only Renewal |
| 3 | A/R out of balance | Before resorting to Balance4 program, confirm that there are no unposted post dated cheques for month closed. This happens when month is closed early and not all PDC’s have posted. |
| 4 | Making cheque payable to customer and it is showing refund on statement | Question under Utilities tab – Define your Company Information – Invoice 2 tab. To show either Refund or Cheque. |
| 5 | Cheque cleared in error – how to undo the clear | Under Payables General – Reconcile Cashed Cheques. Click ‘Expand’ – All Cheques. Search for the cheque and remove the cleared flag and date. |
| 6 | Brokerage operating with two different tax rates | They would have to set up their Line of Business table with duplicates and have the two different tax rates. |
| 7 | User looking for report for salary paid to producer/vendor | Payables General – Print cash disbursements journal. Can choose 1 vendor from there OR under Edit current month cash disbursements. Hit the Export button – choose the vendor code. |
| 8 | Wanting to move credit from one customer to another customer | Do a cash receipt. One cash receipt in a negative amount to lift the money and a positive cash receipt to put the amount on the proper client. |
| 9 | User wants to change their invoice numbers. | Utilites tab – Reset System Counters. Second bar. Agency bill transactions number. Click proceed. |
| 10 | User wants to change the cheque numbers that are being printed out | Tables tab – Bank Accounts Table. Select bank, Last used cheque number. (***Always use a higher number than whats in that field. Do not want duplicate cheque numbers). |
| 11 | Posting cheques and saying one or more G/L codes missing | Check to see if they have entered in a blank line on the General Ledger disbursement section, delete blank lines and then try posting again. |
| 12 | To update customer balance on bottom of customer screen | Must run End of Day. |
| 13 | Wanting to do a write-off/waver | Go to customer screen and click ‘Waiver’ button on left side. |
| 14 | Can a $ amount instead of a % amount be added to producer table? | NO – you could set comm %’s at zero and then print production reports months to determine dollar amounts to pay producers. |
| 15 | Report that calculates retention | agency broker status report provides a users method of determining retention. Run this at month end, or any time, from the GL report menu. |
| 16 | Cheque and deposit that have been assigned to two diff policies – how to clear | You will need to create another cheque using same cheque number and make it a negative to clear OR do a journal entry to fix. |
| 17 | Balances shown on old policies for one customer – how to clear | You can move these balances between policies by entering numerour cash reciepts – to a bach exclusive to that customer. Enter a reqular payment amount for those policies showing balance and enter a -ve payment amount for those in credit balance. Net total for the batch should be 0. |
| 18 | The right way to add a new account in two branches | You would add the new account to corporate chart and then cascade to branches. |
| 19 | When entering cheques in the batch screen | ***note when you are assigning your own numbers IT will not stay in order – see fix 10 to correct the number. |
| 20 | Year End | Year end journal entries have to be made into a CLOSED year. |
| 21 | To correct a commission adjustment | Do a journal to reverse out. |
| 22 | Trial Balance Report for a closed year | You cannot print for a closed year, you must print the operating statement comparative and the balance sheet comparative – these two together will give you your closed year trial balance. |
| 23 | Financial statements for a closed year | Print balance sheet comparative and operating statement comprative for period 12 – you cannot open a closed year. |
| 24 | How to print payroll cheques | Payables general – edit current month – then click on the export button it says only print payroll cheques, then say yes and pick your range of dates. |
| 25 | Credit on customer – unexplained | Print customer statement – do not change defaults when printing. |
| 26 | Cannot delete customer that has previous transactions | Suggest cancelling and then to archive at year end. |
| 27 | Took money from client need to pay insurer | Accounts payable – create a cheque and GL should be accounts recievable – the next window that pops up you can select the customer. |
| 28 | Editing date on cheque that is already posted | Accounts recievables tab – edit current month cash receipt. |
| 29 | Change/Edit a post dated cheque | Go to client screen – click on post date – locate trans number, then go to invoicing tab – print and post – expand for all and search on transaction # when located highlight and click on post date at the top and then make your edit. |
| 30 | Void a cheque in a closed month | Cannot void, need to do a re-entry (cheque) use the same cheque number and clear for the same date. |
| 31 | Reprint a cheque that failed/jammed in printer | Payables general – go into the batch and locate the cheque – remove the P for print and reprint. If posted go to the edit and void cheque and re-do. |
| 32 | How to print a list of open balances that were seeded for customer | If already posted, go to utilities – print original customer balances. This includes all customer seeding done on the system – unless they are running WAN then print by branch. |
| 33 | Can’t close a month as something is not posted | Journal Entries, Cheques, Invoices, Cash Receipts, installments. |
| 34 | Current pre-bill report both agency bill and direct bill that can be exported to excel | List Agency Bill Transactions and List Direct Bill Transactions. Both are available in MS Excel format. Invoicing and Commissions Options-Reports-List Agency Bill Policy Transactions. |
| 35 | A cheque was deleted, but still shows up on the customer and in the Cash disbursements listing even though you have deleted the cheque. | Do a journal entry and re-do the cheque and manually adjust your bank account table to reflect this issue. |
| 36 | A commission shows 2000%. Where is this puylling from? | Some insurers do download commission rate – so could be how OPTI is downloading. Or depending how they have indicated to pull commissions – from Policy Commission table, or just from policy – could be error in setup. |
| 37 | Month End Receivables don’t balance, but in Balance 4 they do. | Go to Accounts Receivable, AR By Customer and export to Excel and then sort by Branch and look for missing or Old Branch Code. |
| 38 | If the customer has paid an Agency Bill payment directly to the company | The premium is $1000. The company has sent back $50 in commission. The broker would do a cash receipt to that policy for $50 and then do a Journal entry from the company liability (40000 series usually) to the accounts receivable (30102 series usually). |
| 39 | Attempting to apply tax to a policy and the value does not match Tables – Line of Business table | If this is a Direct Bill policy, taxes do not apply. |
| 40 | Error#4 – End of file Encountered | Running Close Monthend procedure that has no invoicing in that month. Add a $0.00 invoice and post. Try closing monthend again. |
| 42 | Can’t Post a Cash Receipt | Ensure that you have tabbed trough all of the boxes and ensure that you complete the ‘Type’ column by type ‘.’ and Enter and choosing one of the suggestions. |