Forum - unable to open app

unable to open app

徐小花

2018-10-09

Dear Customer Service,

When I try to open Standard Accounts app recently, the app pops out alert"last sequence in journal (195153) is before the database sequence (195157)", with failure to open the app.

Please kindly advise ways to open app and restore my Company's data, thanks.

This answer was useful

Created byPer11:38 19 Nov 2018

Per

2018-10-09

Hello.

Could i please ask for you company name and customer number?
From what country do you operate?

Firstly, you go to https://mystandard.hansaworld.com/loginpage and login with your registered Standard ID email & password.
After you have entered MyStandard, these are the steps you can take:

1. Restart server, or update if your server is older version then 2018-05-31

2. Download new client form MyStandard

Br.
Per
HansaWorld Support
Norway

徐小花

2018-10-19

Created byPer15:08 9 Oct 2018

Hello. Could i please ask for you company name and customer number? From what country do you operate? Firstly, you go to https://mystandard.hansaworld.com/loginpage and login with your registered Standard ID email & password. After you have entered MySt

Dear Support Staff,

Hi, thanks for the timely reply.

After I logged in, I found the information below:

Status: Configuration error
IP Address: undefined
Port: undefined
HTTP Port: undefined
Current Version:
Error: undefined
Data Centre Location: undefined

And the two options were: 1.Rebuild database, 2.Revert to previous version.

Please kindly advise on the next step I should take.

Thanks.

Per

2018-10-19

Hello.

So you only have the two options "Rebuild Database" and "Revert to Previous Version"?

Did this happen after you tried to update the server, or right after you logged in to MyStandard?

Could you please provide us with your company name and customer number so that we can check what has happened with your server?

Br.
Per
HansaWorld Support
Norway

徐小花

2018-10-22

Created byPer09:56 19 Oct 2018

Hello. So you only have the two options "Rebuild Database" and "Revert to Previous Version"? Did this happen after you tried to update the server, or right after you logged in to MyStandard? Could you please provide us with your company name and custom

Dear Customer Service,

I log in with the account 'liyiru2_b@sina.com'.

Please kindly check for me what happened to our company's accounts, thanks.

Per

2018-10-22

Hello again.

Unfortunately, i was unable to find anything in our database searching for the email "liyiru2_b@sina.com"
As we requested earlier, please provide us with at least the company name that you registered the product with.

If you are unable to find your company name/forgot it, then it is possible to choose "Revert to Previous Version" and see if you then are able to download a new client.

Br.
Per
HansaWorld Support Norway

徐小花

2018-10-22

Created byPer11:20 22 Oct 2018

Hello again. Unfortunately, i was unable to find anything in our database searching for the email "liyiru2_b@sina.com" As we requested earlier, please provide us with at least the company name that you registered the product with. If you are unable to f

the company name is in Chinese:"聂嘉餐饮"

Per

2018-10-22

Thank you for the name.
I see that this name is connected with the account number 1154822.

I searched for it in our cloud service but was unable to find anything.

Could you please try to log in to MyStandard again as instructed above, and choose "Revert to previous version"
If that is successful, please try and download a new client by going to "Connect" and then "Download client"

If that is not successful, please send us the file "hansa.log" which you may find in the installed client.

You can find the log file in this way:
1. Go to the folder where Standard Accounts is installed.
2. As you use MAC OS, please rightclick on "Standard Accounts.hdf" and choose "Show package contents"
3. Now the file should open up, in here you can find the file "hansa.log" Please copy it, and send it here over the forum (click on "Choose Files")
Only staffmembers of HansaWorld can look into and download files that are put up on the forum

Br.
Per
HansaWorld Support Norway

徐小花

2018-10-24

Created byPer16:48 22 Oct 2018

Thank you for the name. I see that this name is connected with the account number 1154822. I searched for it in our cloud service but was unable to find anything. Could you please try to log in to MyStandard again as instructed above, and choose "Revert

There is no .log file in the package file.

屏幕快照 2018-10-24 上午9.19.28.png

Per

2018-10-24

Hello.

Your picture shows a different index then what i can see when i open the chinese version of Standard Accounts (see attached images)

Have some questions:
1. Could you please confirm that you are using Chinese Standard Accounts for Macintosh?
2. Do you remember which version you are using?
3. From where did you download the app?
4. Are you using an Ipad or Laptop?
5. What OSX & version are you using?

Br.
Per
HansaWorld Support Norway

01.png

02.png

徐小花

2018-10-25

Created byPer15:59 24 Oct 2018

Hello. Your picture shows a different index then what i can see when i open the chinese version of Standard Accounts (see attached images) Have some questions: 1. Could you please confirm that you are using Chinese Standard Accounts for Macintosh? 2. Do

Hi, I was unable to find 标准财会.hdf file or hansa.log file.

I'm currently using macOS High Sierra version 10.13.6, the computer is bought in 2017, MacBook Retina 12-inch.

The application was downloaded from China's Apple store.

徐小花

2018-10-25

Created byPer15:59 24 Oct 2018

Hello. Your picture shows a different index then what i can see when i open the chinese version of Standard Accounts (see attached images) Have some questions: 1. Could you please confirm that you are using Chinese Standard Accounts for Macintosh? 2. Do

The Standard Accounts version is 8.4.211515, I think.

Per

2018-10-25

Hello.

I have talked with my collegues.

The .HDF is in Library > Application Support
somewhere in that folder you will have hansa folder or similar with *.HDF file
Please check, and come back with a report.

Question? Is this a new client that you just downloaded, or an older one? I can see that you created your account on 16-12-2017, have you downloaded any new client since then?

Br.
Per
HansaWorld Support Norway

徐小花

2018-10-28

Created byPer12:04 25 Oct 2018

Hello. I have talked with my collegues. The .HDF is in Library > Application Support somewhere in that folder you will have hansa folder or similar with *.HDF file Please check, and come back with a report. Question? Is this a new client that you just

There is no Hansa or Standard Accounts folder in my Application Support file.

屏幕快照 2018-10-28 下午3.10.25.png

屏幕快照 2018-10-28 下午3.10.34.png

Per

2018-10-29

Hello.

Please look thru your folders again, check inside them.
Check inside the com.apple-folder which was presented in one of the photos that you provided.

Br.

Per
HansaWorld Support Norway

徐小花

2018-10-29

Created byPer12:56 29 Oct 2018

Hello. Please look thru your folders again, check inside them. Check inside the com.apple-folder which was presented in one of the photos that you provided. Br. Per HansaWorld Support Norway

I searched thru the computer, there is no .hdf file in my computer. I wonder if you mean in other extension names.
For example, there is hansa.fru, hansa.hct, hansa.loc, hansa.tou, hansa.upc.

Please kindly instruct on how to recover my data asap. I think there must be other people facing similar problems and the loss of financial data over the last 11 months is too much to bear.

屏幕快照 2018-10-29 下午11.41.06.png

屏幕快照 2018-10-29 下午11.42.50.png

Per

2018-10-30

Hello.

Unfortunately i am unable to help you any more, your .hdf file should be somewhere in your folder.
If you cannot find the file, then i suggest you take contact with one of our partners who can do a remotely connection to your Mac thru Teamviewer, and find the file, or else solve your problem in any other way.

https://www.hansaworld.com/en/partners2/uk

Br.
Per
HansaWorld Support

徐小花

2018-11-10

Created byPer11:08 30 Oct 2018

Hello. Unfortunately i am unable to help you any more, your .hdf file should be somewhere in your folder. If you cannot find the file, then i suggest you take contact with one of our partners who can do a remotely connection to your Mac thru Teamviewer,

Hi,

I tried to contact uk@hansaworld.com, as well as supposedly partners in China, there was no reply. And the telephone number of China partner can't get through. I was wondering if you could do a remote control to help find the file in my computer. Also, I looked through the forum, the problem of failing to open up app is not uncommon. I do think there is problem and bugs that needs to be fixed.

Overall, China is a big market, and if you people really intend to expand into Chinese market, maybe a support team that can at least reply emails would be a first to start. This problem I've been communicating has lasted over months and there is absolutely no solution or timely help provided to me at this point. I do not think I've entered a major problem, but rather a glitch. There must be a way to recover my company's file and I don't think support team here has tried everything they can.

Please kindly continue helping your customers, I think we'll think of a way to solve the problem.

Tomas J.

2018-11-19

Hello,

Hansaworld works through it's partner network worldwide. We do not do direct support via remote connections. For this service, please contact partners. You should find 标准财会.hdf in your computer. If you can't find in your own computer, than we can't help further.

Regards,

Hansaworld

This answer was useful

Per

2018-11-19

Hello again.
Please see if you can find the files by going thru this path:

Press CMD + Backspace and type in "Applications" and press enter (or just find Applications folder by clicking)
Find "Standard Accounts" and rightclick on it.
Choose "Show Package Contents"
Go to >> Contents >> Resources
On top menu, click “Go”
While having the “Go” menu open, press the alt-key(option key) Library should show up, click on it
After Library has open, find “Containers” click on it

Go down until you see “com.hansaworld.stdacc.uk.80” click on it
Go Data >> Library >> Application Support >> Standard Accounts
Right Click on Standard Accounts.hdf and choose “Open Package Contents”
Here you have both hansa.log and HANSA.HDB, send both to us here on the forum (Choose Files)

Br.
Per
HansaWorld Support

徐小花

2018-11-22

Created byPer11:38 19 Nov 2018

Hello again. Please see if you can find the files by going thru this path: Press CMD + Backspace and type in "Applications" and press enter (or just find Applications folder by clicking) Find "Standard Accounts" and rightclick on it. Choose "Show Package

Thanks a ton for the detailed instruction, Attached are the files, please kindly look into them and instruct on how I should proceed next.

HANSA.HDB

hansa.log

Per

2018-11-22

Thank you for the .hdb and logfile.

Unfortunately the logfile didnt give much information, i cant see your UUID there.
I have send this material on to the 2nd. line support and we will discuss what to do with it.

Will answer you once i have something.

Br.
Per
HansaWorld Support

Per

2018-11-27

Hello again.

We have found out an issue with the forum and how it stores the files we receive from our customers.

Could you please send us the same files again, but this time add today date in both files names before you sent them, making them unique.
Thank you.

Br.
Per
HansaWorld Support Norway

徐小花

2018-11-28

Created byPer10:13 27 Nov 2018

Hello again. We have found out an issue with the forum and how it stores the files we receive from our customers. Could you please send us the same files again, but this time add today date in both files names before you sent them, making them unique. T

HANSA-181128.HDB

hansa-181128.log

Per

2018-11-29

Thank you.

Unfortunately, we still cannot find the UUID.

Would it be possible for you to copy the whole .HDB-folder?:

1. Go to folder for Standard Accounts, then look for "standard accounts.hdf"
2. Copy the file, then right-click and choose "Compress" to zip it.
3. Then add the zipped file here in the forum.

Thank you in advance.

Br.
Per
HansaWorld Support

徐小花

2018-12-03

Created byPer10:18 29 Nov 2018

Thank you. Unfortunately, we still cannot find the UUID. Would it be possible for you to copy the whole .HDB-folder?: 1. Go to folder for Standard Accounts, then look for "standard accounts.hdf" 2. Copy the file, then right-click and choose "Compress"

标准财会的副本.hdf.zip

Per

2018-12-04

Thank you for the folder.
We will investigate it further.

Br.
Per
HansaWorld Support

Per

2018-12-17

Hello again.

Sorry for late reply, we are still working on this issue.

Question: Have you done any work in Standard Accounts since 2018-09-27?

Br.
Per
HansaWorld Support

徐小花

2018-12-29

Created byPer10:18 17 Dec 2018

Hello again. Sorry for late reply, we are still working on this issue. Question: Have you done any work in Standard Accounts since 2018-09-27? Br. Per HansaWorld Support

Dear Customer Support,

Thanks for the question.

I believe I have not done any work since 2018-09-27, due to the fact I was unable to open the app since about then.

Per

2018-12-31

Okey, thank you for your answer.

We will look into this further and come back with an answer soon.

Br.
Per
HansaWorld Support

Per

2019-01-04

Hello again.

Attached is a textbackup for your company.

Import the backup by doing the following procedure:
1. Start upp SACC
2. Go to: Module-System >> Routines >> Import >> Manual file search
and select the backup and upload it

Check if this solves your issue.

Br.

Per
HansaWorld Support

TB180927.TXT

Per

2019-01-24

Hello, did this fix your issue?

Br.
Per
HansaWorld Support

徐小花

2019-03-10

Created byPer17:05 24 Jan 2019

Hello, did this fix your issue? Br. Per HansaWorld Support

Dear,

I have fixed the problem in January, however, recently the similar problem occurred.

I have attached the problem pop-out in the attachment, please take a look.

Thanks a lot.

屏幕快照 2019-03-10 下午4.44.13.png

Per

2019-03-12

Hello again.

Please follow these steps:

Restart server in MyStandard / eventually update server if you are using an older version.
1. In order to do this, please log in to: https://mystandard.hansaworld.com/loginpage with your Standard ID e-mail and password.

2. After you have logged in, please click on your server to the left of the screen (usually with your company name on) then click in "Restart"

3. After you have done this, please click on "Start" to start up the server. After the server is running, please try and start up Standard Accounts again.

If this doesnt work, please try to download a new client from Mystandard.

In order to do this, please follow the first steps given above on how to login to MyStandard.

1. After you have done this and have entered MyStandard, please click on "Start" to start the server.
2. When the server has started, please click on "Connect" and after that on "Download new client"

If you are running Mac OSX and already have one Standard Accounts installed on your machine in the Application folder, please be aware that you cannot have 2 Standard Accounts installed in this folder. Please create an empty folder on your desktop to which you download and install your new client.
1. After installing the client, please try and start up Standard Accounts on the new client.
2. If this does not work, please make sure that the server is up and running in MyStandard.
If it is not, clicking "Start" will solve the issue, then try again to start Standard Accounts.

If you succeed in entering Standard Accounts with your new client, please then replace the old client with this one in the Application folder (this is up to you as customer if you want to do it)

Br.
Per
HansaWorld Support

徐小花

2019-03-15

Created byPer09:58 12 Mar 2019

Hello again. Please follow these steps: Restart server in MyStandard / eventually update server if you are using an older version. 1. In order to do this, please log in to: https://mystandard.hansaworld.com/loginpage with your Standard ID e-mail and pas

Dear,

I do not have a restart button.

屏幕快照 2019-03-15 下午4.40.42.png

Per

2019-03-18

Hello.

Yes of course, i can see now that you do not have your server in the cloud, it is all local.

For the errormessage you had earlier, please import the attached file in the standard accounts.hdf file:

1. Download the attached file parameters.txt
When you download the file, the name on the file will be 'parameters.txt'
please remove the apostrophes (') in the beginning and end of the file name in order for it to function.
2. Find the folder where you have installed Standard Accounts
3. Right click or mark "Standard Accounts.hdf" and choose "open package"
4. The file should now open up. Paste in the attached file.
5. Try and start up Standard Accounts again.

Br.
Per
HansaWorld Support

parameters.txt

徐小花

2019-04-08

Created byPer15:14 18 Mar 2019

Hello. Yes of course, i can see now that you do not have your server in the cloud, it is all local. For the errormessage you had earlier, please import the attached file in the standard accounts.hdf file: 1. Download the attached file parameters.txt Wh

Dear Support Staff,

Thanks a ton for the help, I have solved the journaling problem.

I would like to know how to back up my entries and accounts online, thanks.

Per

2019-04-08

Hello.

We are looking into your question and will reply as soon as we have an answer, as your situation is bit different because of your previous issues.

Best Regards

Per
HansaWorld Support

Per

2019-04-23

Hello again.

Sorry for the late reply.

I have been in contact with responsible manager.
As it is today, all of our Chinese Standard Accounts customers have only local access to their accounts, we do not offer any online/cloud solutions for our Chinese Standard Accounts customers as of today, unfortunately.

This might change in the future, but for now it is only local.

Because of this, you are limited to only local backups.
These should be taken once every day, but you are also able to take them manually by entering this function:
Module-System >> Routines >> Export >> Run Times Backup
Enter any comment (you can also skip it, it does not have any effect) and press "Run"

After this is done, you should be able to find your backup in your Standard Accounts folder by entering it this way:
1. Find Standard Accounts folder
2. Right click/mark on StandardAccounts.hdf and click "Show package contents"
3. Find the folder "Backup" here you should be able to see your local backups, they are named after the date they were created.

Best Regards.
Per
HansaWorld Support