The Neat Company Forums

Hi All -

 Just purchased the NR and also the 3.0 version on disc. - I've tried installing the latest version via disc, but also the 2.8 online version that's compatible with Windows Vista. Each time I installed a clean version and attempted to startup the program. When launching the program (following installation and calibration, etc), I get an error message that's titled "Database Not Running." - It says, "Neat Receipts Professional cannot launch because a connection to the database could not be established, possibly because the database is still starting up. Please wait 30 seconds and then try re-launching Neat Receipts Professional. If the problem persists, please contact Neat Receipts Professional technical support for assistance."

 I haven't contacted tech support yet and thought I'd try the collective wisdom here first. I also like to try to troubleshoot these things myself, but I can't figure this one out. I disabled anti-virus software during installation per instructions. I've un-installed and reinstalled several times now with no luck.

Any ideas? I'd appreciate any help.

Thanks in advance.

whiterus

 

looks like this might be a bug or something.  I had to call Tech Support twice today.. and my 3.0 upgrade still does not work.  Mike, with Tech Support, had me look for the Database Contoller MSI file in the following sub directory.. C:\Program Files\Common Files\NeatReceipts\setup

 I overwrote the files from the install CD, but still no luck. The DB engine would not install. Kept giving me a 1620 or 1920 error (I think that's the right #). At any rate, I phoned CS back and left a VM for a return call.  I'd like to get this resolved by tomorrow. 

I just installed 2.8 on my wife's laptop running Windows Vista Business.  I have had the same experience with constant Error 1920 and I have disabled anti-virus, all backup and even turned off restore.  I have uninstalled and reinstalled 3 times without success without the error.  The install finishes, the scanner calibrates fine and then when I launch Neat Receipts Professional it says that can't connect to the database, wait 30 seconds and try again.  There is obviously a bug in version 2.8 as well as 3.0 which I just received today but haven't wasted my time installing.

 I hope tech support can fix this trouble.

Mike Earnhardt

Hi, folks

That 1920 error means that we failed to start the service.  Usually it's a timeout issue, but sometimes it is permissions-related.

The Database Controller Setup package takes a lot longer to run if it has to wait for your network stack to complete certain actions, so try this:

1) Unplug your computer's Ethernet cable (after you finish reading this, please!)

2) Shut down any miscellaneous software

3) Go to C:\Program Files\Common Files\NeatReceipts\Setup

4) Double-click on the file NeatReceipts Database Controller.msi

Which OS are you running rrufast?

Under vista, did you try right clicking on the install file and run as administrator? 

The error code you are getting "1920", is that during install? If so it is the windows installer error, that means it's a generic service failed to start due to permissions error. (not much help with windows installer errors in general.)

After the install was done, did you even see the services created in the services.msc? (NeatReceipts Database Controller, and SQL Server (NR2007) )

What happens when you try to manually start those services? If it throws an error, check your event log for the corresponding entry and it might guide you a bit more.

A note on my system in case you want to try again. I run with UAC turned off, since I do a lot of work that requires elevated rights. Might try the install that way (which is supposed to be the same as 'run as administrator')

Good luck!

EDIT: 3 minutes off from formulating the message, lost another one to Ditech!

Mike -

 Thanks for the advice, but I might have a slightly different error. I don't have anything that says "1920" as an error - it just says "Database Not Running" in the title bar of the pop-up window. The full text is copied in the first message I posted in this thread. - So, I tried to follow your suggestion anyways, but couldn't find the .msi file. I found a "Neat Database Setup" instead. I tried to reinstall the database and it told me it installed correctly, etc. But, I still have the same error when trying to launch the NR Prof program. I also tried deleting the previously created database before launching the "Database Setup" again, but with unsuccessful results again. It appears to me that the database is being created, but when I launch the NR program, it isn't "connecting" with the database. Is there any other way to troubleshoot this issue?

Thanks in advance.

whiterus
 

Whiterus:

Check and make sure that the services have started in the services manager. (Start, run, services.msc) If not try and manually start them, and also make sure they are set to automatic.

The services are:
SQL Server (NR2007)
Neat Receipts Database Controller

A brief clarification -

NeatReceipts Database Controller *must* be set as Automatic.  It is supposed to start when the computer boots up so that it can manage the other service.

SQL Server NR 2007 does not need to be set to automatic - the Database Controller service starts and stops it as needed.  In theory.

The messages people are describing in this thread are probably the result of a missing or non-functional Database Controller service, which is why I'm advising a reinstall there.

Thanks for the help, Jonathan.  We appreciate your input

Mike:

I've done exactly what you described here, which is exactly what you told me to do on the phone.  Haven't been able to get rid of the 1920 error.  I phoned in again today and spoke to Arlene, who tried to help me, but after telling her I had already spoken to you yesterday, she had me locate the SQL SVR in my services sub directory... repair it.. still nothing. 

 This is beginning to annoy me.  An update should not be this difficult. I plan on calling back tomorrow am when I get to the office, however, I have a hectic schedule tomorrow and only have a short window to work with.  I would appreciate it if we could get this addressed and resolved ASAP.

Thanks,

Jason Black

I left my contact numbers with Arlene today.
 

Mike/Jonathan -

Those services don't show up in the services.msc list so I don't think I can start them manually. Also, when attempting to install the 3.04 hotfix, I get an error telling me that an error occurred when trying to install the database controller patch. - Which makes sense, I suppose, if the database hasn't been installed properly. This is a bit frustrating. I have been through the installation process several times now and follow all the steps through to the end.  It tells me that the database has been installed and that installation has been completed. When I try to launch the program I get the same error telling me that it couldn't connect to the database. "services.msc" shows no listing for NR database or MSQ NR 2007.

 Any other  ideas?

 
Thanks in advance,

whiterus
 

Mike L:

A brief clarification -

NeatReceipts Database Controller *must* be set as Automatic.  It is supposed to start when the computer boots up so that it can manage the other service.

SQL Server NR 2007 does not need to be set to automatic - the Database Controller service starts and stops it as needed.  In theory.

The messages people are describing in this thread are probably the result of a missing or non-functional Database Controller service, which is why I'm advising a reinstall there.

Thanks for the help, Jonathan.  We appreciate your input

No worries... oooo, beer!

I had the same thing happen to me with 2.8.1 on my Vsta laptop. i uninstalled, reinstalled, and it started working.

 Then I tried on my Vista UMPC. It didn't work twice, so I poked around with the support app that gets installed, and I noticed inthe SQL server log that there were some errors because my drive is compressed. The DB server doesn't seem to like that. The Vista beta works fine because it'sa different DB.

so, question to NR: is there a way around that?

 /Pierre

Wrong response -- Windows is a multi-tasting OS -- we should be able to do whatever we want without having to go through the rigmarole of stopping other programs, etc. 

THis happens with XP as well, so it's not just a vista problem. 

 Suggest that you come up with a fix -- QUICKLY.   I am basically dead in the water here -- cannot update expenses, cannot view what has already been entered -- what a shame. 

 All the hype about the new release?

Hi, Pierre

No, that's a hard stop.  SQL Express won't run on a compressed drive.  You can selectively uncompress Program Files\Microsoft SQL Server and it'll install just fine.

That worked perfectly, Mike. Thanks a lot!

/Pierre