FOR WINDOWS XP:

Go to “My Computer” and select the Local Disk (C:).  Go into the folder: \Documents and Settings.  Click on the menu option (at the very top of the window):   Tools > Folder Options > View.    Select “Show hidden files and folders”  then several entries below that, uncheck the entry: “Hide protected operating system files”  Disregard warning - we will put it back on.  Click "Apply" and "OK"

then go into the folder: \<owner> where <owner> is the name of the person who generally uses the computer or the name assigned to the computer.  Then go into the folder: \wc  and delete all of the contents.  (i.e. folder "6")

Re-Click on: Tools > Folder Options > View.  Re-check the entry: “Hide protected operating system files” and reselect "Do not show hidden files and folders".  Click "Apply" and "OK".  Close the window and reopen Supportworks - check for updates, it should now work.

                    FOR WINDOWS 7 or VISTA:

Go to “Computer” and select the Local Disk (C:). Go into the folder: \Users. Click on the menu option (over to the top left of the window):  Organize > Folder and Search Options > View.   Select “Show hidden files and folders” and then several entries below that, uncheck the entry: “Hide protected operating system files” Disregard the warning - we will put it back on.   Click "Apply" and "OK"

Then go into the folder: <owner>   where <owner> is the name of the person who generally uses the computer or the name assigned to the computer. Then go into the folder: \wc and delete all of the contents. (i.e. folder "6")

Re-Click on: Organize> Folder and Search Options > View. Re-check the entry: “Hide protected operating system files” and reselect "Do not show hidden files and folders". Click "Apply" and "OK". Close the window and reopen Supportworks - check for updates, it should now work.

Supportworks Version 6.0.08 Installation Issue:

After Installation of Update - Program Fails to Print

SOLUTION:

Close the Supportworks program. Next open the control panel and open "Add/remove programs" (for XP) or "Programs and features" (for Windows7 & Vista). Scroll down to "Supportworks60" and delete it.

Re-install the program by downloading it from the internet www.supportworks.net/software - the installer is: "SupportworksSetup6008.msi” You should be able to just select "run" and it will download it, and then select "run" again to actually start the installation wizard.

IF THAT DOES NOT RESOLVE THE PROBLEM, THEN:

Locate the "current.mdb" file (it will be in different places depending upon your operating system).

For Windows7 & Vista the file is located in: C: \Program Data \Supportworks60\1.0.0.0\Data

For Windows XP, the file is located in: C:\Documents and Settings\All Users\ApplicationData \Supportworks60\ Supportworks60\1.0.0.0\Data

Once you locate the file, delete it. Then reopen supportworks - this file will regenerate. The program may take a little longer to open the first time. This should resolve the problem.

If you encounter an error other than described here - please click on the "copy" button and attached the error message from your clipboard to an email and send it to: support@supportworks.net.