Support

FAQs

Answers to our most frequently asked support questions

Q: What do I do if my WebBiz site is giving the error: �Error Communicating with Server�?

Locate your Server computer. In the System Tray (in the bottom right hard corner of the screen, next to the clock) there should be a Traffic Signal icon. This is the control for your WebBiz Services. Right click on it and left click "Restart ETPROXYCLIENT(Client) Service." Right click again and left click "Restart ETCLIENTHELPER(Helper) Service. Try to book a Test Appointment online.

If it still does not work then call us at 1-888-809-2802.

Q: Why is my staff member not showing on the appointment book?

Check in Blueprints -> Staff & Book -> Schedule Group and make sure that you have your staff member added to the group that you are trying to view on the appointment book. Click here to see a step-by-step quick reference guide on how to add staff:

Q: Why is the customer not showing in the Customer file?

If you are viewing an unfiltered customer list try filtering the results using a few letters from the first and/or last name of the customer. For example; John Smith type in Joh and Smi and you will see all customers whose names start with those combinations of letters. Less is more, is a great tip when searching for customers.

Q: How do I merge customers?

First highlight the customer you want to merge info from, click the merge button then click the select button on the pop-up box. This will allow you to search for the customer you want to merge info to. When searching for a customer to merge in to you must press the enter key after entering in the name. Click the OK-Merge button once you've selected the correct customer; SalonBiz will bring up a warning message box, go over this info to make sure that the direction in which you are merging is correct. Once you are sure Click yes. Click here for a simple step-by-step quick reference guide on merging customers:

Q: Why is SalonBiz/SpaBiz prompting me for registration?

A: Your billing cycle is not integrated with your software, so it will prompt you for your registration information to be updated on a regular basis. This ensures we keep our records accurate and constantly updated. Contact us at 1-888-809-2802 or reach us online at www.salonbiz.com/logmein.php to update this information for you.

Q: How do I know if my backups are working?

A: Go to the operations screen by clicking on the Sun/Moon icon. Then click on the "View List" drop down and choose "Backup Log". The backup log should then populate and show the status of the backup. If for any reason the log says failed, you can either call us at 1-888-809-2802 or reach us online at www.salonbiz.com/logmein.php to speak with a tech instantly. Click here to see a step-by-step quick reference guide:

Q: Why are my reports displaying in small font?

A: Check to make sure that your default �windows� printer is set to your laser printer. This usually occurs when you have an incompatible report printer set as your default. Note: Reports print to your default windows printer no matter what printer you select when printing reports.

Q: Why am I getting the error: SalonBiz/SpaBiz cannot locate Database?

A: Close SalonBiz/SpaBiz on your server computer (the computer that has the database on it) and try to reopen it. If SalonBiz opens, but not on any of your other workstations, it may be due to a networking challenge. On the computer that is getting this error, you can try to go to www.salonbiz.com/logmein.php. If you can access this page, fill out the form to connect to a technician to troubleshoot the challenge. If you cannot access this internet page, you can try to restart your router and see if that resolves your challenge. If are still experiencing trouble, please call us at 1-888-809-2802 for assistance.

Q: Why shouldn't I use wireless networking with my SalonBiz/SpaBiz application?

A: The reason for this is due to the integrity of your wireless signal between workstations. Wireless does not meet our recommended minimum specs of 100BaseT transmission between workstations. This, along with the possibility of your wireless to drop a signal at any given time, will contribute to database corruption and result in needing to contact Tech Support to repair the data.

Q: Why can�t I delete a service or product from SalonBiz/SpaBiz?

SalonBiz/SpaBiz does not allow you to delete a service or product that has already been deleted and re-created in the past. To fix this, you can add an ‘x’ to the front of the item number of the item you are deleting and try to delete it again. If this does not work, it is possible that you have used this method in the past and putting an additional ‘x’ in front of the item number should work.

Q: Why do products and/or services display as GC's or Series when applied to a ticket?

This is usually due to having the item number, of the product or service, begin with the letters ‘G’ or ‘S’. Try changing this to another letter or a number and it should then apply to the ticket correctly.

Q: Why is the Credit Card Batch Transaction Report blank?

When pulling the batch report, you must pull it for the actual date the batch has been settled on. The report does not pull by ‘Transaction Date’ but rather by ‘Settlement Date’. If the batch is settled and it’s showing up blank, you will need to contact Neill Technologies technical support.

Q: Why are there no customers in the Check in/out screen?

This is most likely due to a shift not being open, or open on the wrong date. Please go to operations and ensure there is a day and shift open for today. Rarely, this could be due to a malfunction. If you have upgraded from any version to 4.5, some changes in the database may need to be performed by one of our technicians. Please call us.

Q: What can I edit on an already processed ticket?

The Staff of the services and products, etc. on the ticket can be edited. Also, the payment type can be edited. To edit, you must select a Ticket by clicking once in the ticket screen your intended ticket, then click on the EDIT button on the bottom of the screen. You will then be able to change the Staff and Payment Types. Click here for our simple guide to editing processed tickets: