I have a company file stuck in a backup.

[CaroleG]

One of my company files is stuck in a backup.  Could you please fix this so we can use it.

[Steven_M]

Hi @CaroleG 

I've managed to reset the River Distribution file back to Active for you.

If another company file is impacted would you mind providing the company name so we can look at running the same treatment over the file.

[CaroleG]

Hi Steven

Thank you.  Why does this happen?

We are having terrible trouble with our files. 

I would like the opportunity to talk to somebody about our issues if that is possible.

[Steven_M]

Hi @CaroleG 

I've always been under the impression it is a server-end problem at our end that is not indicating that the file has finished taking that backup. As a result, the file gets stuck, and thus running that tool is required. While there is no action required for your end to prevent that from occurring the recommendation is that you go to File>>Backup to backup file rather than using the closing prompt.

In saying that, if you have been impacted and do need to run that tool over the file we are happy to assist through this channel. We commonly need to grab the last four digits of the serial number and company file ID OR the company file name (can x out certain characters) to arrange for that.

[CaroleG]

Thank you.  That is what I thought.

We are having terrible touble with the speed of our files.  They are so slow and it is very very frustrating.

Is there somebody that we could talk to to try and address the issue and find a solution.

[Steven_M]

Hi @CaroleG 

There is no magic bullet to improving the speed of the software. However, the help article: Speed and performance tips does contain some tips and tricks that have worked for some users.