Further Support
Check out our guides to help you get the best out of our software.
By Terence1 author149 articles
Applicants
Everything to do with Applicants / Candidates
Applicant Action Index is blankThis article explains what to do if there are no records showing in the Applicant Action Index.
Not Able To Access Applicant Record - you are not authorised to view these detailsNot able to find the Applicant linked to a placement with error:
Error - you are not authorised to view these details. You are not currently logged-in into the sector…
Not able to access an Applicant record in RDB (Details; Subquery returned more than 1 value.)If you get the following error on applicant records:
Error:Unable to load grid data. Invalid filter criteria.
AWR Status InformationThis article provides information on Access RDB's AWR worker status.
Add an applicant action to the applicant action archive indexThis article explains how to add a candidate action to the applicant action archive index.
Applicant Action Not Owned By CreatorThis article explains what to do when finding that the creator of Applicant Action is not the same Consultant as who currently owns the action. Therefore, not able to complete…
Difference between deleting an applicant from the 'Action' tab and using the 'Delete Request' PluginThis article explains the differences between deleting an applicant from the "Action" tab and using the "Delete Request" Plugin.
Unable to edit other consultants Applicant ActionsThis article explains what to do if you are experiencing any of the following:
- Unable to edit other consultants applicant actions.
- Fields are greyed out on applicant actions.…
Bespoke
Custom work required or provided.
Reordering status listsThis article explains how to reorder Applicant status list or any of the status look-ups.
Wishlist or wanted featureThis article provides information about how to request:
New Access RDB features.
RDB functionality suggestions.
RDB custom work.
Customisation is Not Behaving As ExpectedThis article explains what to do if you experience any of the following:
Customisation of RDB ProNet not working as expected.
Custom plugin not working as expected.
Custom development not…
My bespoke add-in/report is not working properlyThis article explains what to do if your bespoke custom report / plugin / add-in is not working as expected or is giving you problems.
Editing or creating Custom ReportsThis article provides information about what to do if you need a custom report changed or created or if you have an issue with a non-standard report as it is…
Import client contacts into Access RDBThis article provides information about how to mass import contacts into Access RDB.
Custom bespoke work requiredThis article provides information about what to do if you need some changes made to the system or are needing custom/bespoke work done on your system.
Request additional fields to be available on the fieldchooser on an indexThis article explains what to do if you would like to add more fields into the fieldchooser option so that the data can be displayed on the index without clicking…
Compliance
Setting up and managing compliance tasks.
Compliance Tasks setup but not sending emailsThis article explains what to do if attribute expiry compliance tasks not sending emails - attributes are on for compliance quality checks, yet never coming up when they should.
Set up Compliance TasksThis article explains how to set up compliance tasks.
Design Forms
All about Design Forms
Users view changes in RDB are not saving when using a design formThis article explains what to do if, when moving columns in RDB, the changes revert back to normal once RDB is restarted, sticky settings reverting back.
Hide sections of a screen using a Design FormThis article explains how to restrict sections of a screen to only be visible on certain design forms.
Unable to open RDB after making a change to the design formThis article explains what to do if you are not able to access RDB after a change was made to the design form.
Apply a Design Form to a userThis article explains how to apply an existing design form to a new user - how to give a new user the same layout everyone else has.
Resetting a design formThis article explains what to do if:
- Text is overlapping.
- Fields have disappeared.
- Can't see fields.
Jobs
Creating and managing jobs in the system.
What results will auto Match for Applicants populate?This article explains about:
Automatch.
Narrow match.
Match search doesn't provide the applicants expected.
Match function doesn't work.
Contract Job Manager is slow to load and refreshThis article explains what to do if the Contract Job Manager is slow to load and refresh.
RDB crashes when scrolling through a Job Review List or Auto Match results listThis article explains what to do if you get an Unhandled exception error when searching for applicants from a job.
Not Able To Post A Job To The Job WebSiteThis article explains what to do if you are not able to post a Job to the Job Website.
Batch send CV's to a JobThis article explains how to send multiple CVs to a job at once.
Not able to see all jobs on the job indexThis article explains what to do if you are unable to find some of the jobs in your job index - you can see the jobs on the placement index…
Error Cannot Insert duplicate key in object 'dbo.DiaryLinks'This article explains what to if, when you try and assign a candidate against a job, you get the error below:
Copy a jobThis article explains how you can duplicate a job without re-typing all of the information.
Not able to export Published Jobs after hosting changeThis article explains why, after moving to a different hosting environment users are not able to export published jobs from RDB - The .exm file is not updating.
Learning
Aids to a better understanding of the system.
Purchase additional training for RDBThis article explains who you need to contact to get training for a new user or to purchase additional training.
Notebook
Managing the Notebooks in the system.
Create a Notebook Type with email and attachmentsCreate a Notebook Type with email and attachments.
Not all notebook entries are showing in a recordThis article explains what to do if you are unable to see all notebook items or to see older notebook entries.
Unable to delete/edit protected notebook itemThis article explains how to resolve the issue when an item can't be edited because of lock symbol - user cannot delete item because it has been protected by another…
See all available Notebook Types and TemplatesThis article explains what to do if you can't see all available Notebook Types and Templates, Templates missing or how to restrict Notebook Types and Templates to specific groups/users/sectors.
Contact notebook records not synching with client notebookThis article explains what to do if some contact notebook records aren't syncing with the client notebooks. A contact has been contacted recently and although we can see the communication…
Restrict the Notebook Item report to show certain usersThis article explains if there is a way to restrict managers to only see their own staff in the Notebook item report.
Delete a Notebook itemThis article explains what to do if, when attempting to delete a Notebook Item (Selecting File, Delete), the option to delete the item is greyed out and not accessible.
Unable to forward Notebook itemsThis article explains why the Forward button on some notebook items is greyed out.
Placements
Setting up, managing and ending placements.
Unable to find a Placement in the Placement IndexThis article explains what to do if you are not able to see a placement in the Placement index or Placement is missing from the Index.
Document Activities Not Working On PlacementThis article explains what to do if you are experiencing any of the symptoms detailed below.
Why do some placements show in Placement Index but not an applicant's Work History?This article explains why some placements show in Placement Index but not a candidate's Work History.
Error when viewing placements: An unhandled exception has occured.This article explains what to do if you get the following error:
An unhandled exception has occured.
Details: Object reference not set to an instance of an object. at Fcs.RdbPlugins.HideTabs.HidePlacementTabs.HideTheTabs()...
Contract Manager GuideThis article explains how to use the Contract Manager.
Unable to amend all placements/ bookingsThis article explains what to do if a consultant can’t amend other consultants placements, bookings or timesheets for placements others have created.
Placement Activity SetupThis guide explains how to create a template, configure a placement activity, and link documents to specific placement types (Perm, Contract, or Temp). It also covers how to create non-document…
Not able to change or add an end date to a placementThis article explains what to do if users are not able to amend the end date on a placement or not able to add or change the start or end…
Unable to open placement in RDB (Details; Subquery returned more than 1 value.)This article explains What to do if you get the following:
Error: Unable to load grid data. Invalid filter criteria.
The invoice address is not pulling through to the placementThis article explains why, when the Invoice Address is changed, it is not pulling through to the placement.
Support
A wealth of extra support information.
Outlook crashes when trying to use the Outlook add-in to sync an emailThis article explains what to do if Outlook crashes when trying to sync a certain email using the Outlook add-in.
Licence Update Error - The request was aborted: Could not create SSL/TLS secure channelThis article explains what to do if a User has an issue when attempting to update your licence count and gets the following error:
Licence Update
An error has occurred:…
Unable to log cases through the support community there is no product to selectThis article explains what to do if, when attempting to log a new support case, through the support community, there is no product or entitlement available to select to raise…
Database Configuration file not found (Local and hybrid installs)This article explains what to do if you are not able to get onto the Access RDB Login window or you get the error message:
Database Configuration file not found.
How to install RDB Pronet , RDB Sync and CV readerThis article provides information about all the steps needed to install the Access RDB system and ancillary programs.
Accessing RDB RemotelyThis article explains how a user can access RDB remotely i.e. how can a user access RDB out of the office or at home.
Create a Verified contactThis article provides details about how to create verified contacts and / or how to create a members area account.
Book an RDB upgradeThis article explains what needs to be done to book an Access RDB upgrade.
Install Access RDB 6.7 service release 12This article provides instructions for installing Access RDB 6.7 SR12 (Service Release 12).
Restrict users from copying and pasting out of an indexThis article explains what role restrictions need to be in place so that a user can't copy and paste in Access RDB.
Field Chooser Options MissingThis article explains what to do if a user is not able to find the Field Chooser option on table column headings.
Is there a way to see which records have been deleted?This article explains what to do if you might have deleted a record my accident.
Exception has been thrown by the target of an invocationThis article explains what to do if you get an error message:
Details: Exception has been thrown by the target of an invocation
Details: Could not load file or assembly…
Change the date / time format in Access RDBThis article explains how to set the date format to be day/month/year.
RDB Mobile not working Request has timed outThis article explains what to do if RDB mobile is not working, just returning the error:
The request has timed out.
How to hide recordsThis article explains what to do if you can't delete a record and need a way of hiding it from everyone or how to hide a confidential or security restricted…
A workflow is no longer working as expectedThis article explains what to do if compulsory/mandatory fields are not being enforced - workflow not working.
Remove an email address from a recordThis article explains what to do if, when trying to remove an email address from a record, you receive an error.
Unable to save a record after error -The Record Has Been Changed By Another UserThis article explains what to do if you can't save a record and get an error saving record
Could not save the information...
Details: Update record fails. The record has…
Set CV send to include CV reference number in subject of emailThis article explains how, when using the CV send function, you can set the subject of the email to show the CV reference number as opposed to candidate name.
Telephone IntegrationThis article explains how to integrate a telephone system with RDB - RDB supports the TAPI interface.
All users receiving error when trying to open contract managerAll users are getting the error:
An unhandled Exception has occured.
Failed to load data into the grid
"Error - DISPLAY_DATA_FAILS .......
What are projects?This article explains what the Project Index is and its purpose.
Not Able To Send Emails From RDB - ChilkatDotNet45.dllThis article explains what to do if you get the error:
Could not send the email
Details : Could not load file or assembly 'ChilkatDotNet45.dll' or one of its dependencies.…
Change a dual-role applicant/contact back to their single roleThis article explains what to do if you want to change a dual-role applicant/contact back to their single role.
Add a new sourceThis article explains how you can create a new source in Access RDB.
Add LinkedIn site to Applicant Record?This article explains how add LinkedIn to a candidate record.
Change Diary Event typesThis article explains how to you can change the selection of Diary Events available.
Access Recruitment Division New Status DashboardIn this article, we introduce you to our new Status Dashboard available within the Access Recruitment Division.
Grouping records in indexes and some tabsThis article explains how, on the grid screens i.e. the indexes and some of the tabs, you can change how the records are displayed, by using the Grouping function.
This…
Leaving Access - need copy of all my dataWe will be transferring to a different CRM system. I need a copy of all my information / data.
Local PC issue - contact your IT Support teamThis article explains what a user with a local PC related issue needs to do.
All users receiving error when trying to search clients for attributeThis article explains what to do if, when trying to search clients for attributes, all users are getting the error as below:
Display errors in Access RDB and how to resolve themThis article provides information about what to do if you see any of the erro5rs below:
Enabling postcode lookup and centre location radius search functionalityThis article explains what to do if:
Postcode search not working.
Radius search not working.
Locations not updating.
Error 'All Licenses in use'This article explains what to do if you are unable to access RDB due to error: All licenses in use.
Could Not Save The Information error (Execution timeout expired, or Could not allocate space for object)If you get the following error:
Details: Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding. The statement has been…
Reduce the database sizeThis article explains what to do if:
Your database is too big.
You are running out of space on db server.
The size of your database is growing too large…
Timeout errorsThis article provides information about what to do if you receive any of the errors below:
Share A Saved Tag FileThis article explains how you can share a saved tag file with a colleague.
Save a list in a Tag FileThis article explains how to create a saved tag file from a list.
Set up RDB Mobile on an Apple DeviceThis article explains how to set up the credentials for RDB mobile on an Apple device.
Not Able To view PDF Invoices or other custom reportsWhat to do if:
Not able to use the PDF options for Invoices.
Can't open reports.
Unable to open reports.
An Unhandled Exception has occurred. Details: Unsupported Operation. A document…
When editing text spell check doesn't automatically flag spelling errors.This article explains why when editing any of the text in template (on the email) - if the word is spelt incorrectly there will be no prompt to correct the…
Projects - Custom Columns not visible in some sectorsThis article explains what to do if, when opening a project from the Project Index, some custom columns are not shown or useable.
What am I entitled to under the Essential success plan?This article explains what you are entitled to with the free Essentials support package.
Slow performance when using RDB on local deviceThis article explains how to solve the problem if Access RDB is slow to use (Access RDB service hosted On Premise) or is being 'laggy'.
RDB mobile not working after updateThis article explains what to do if your iPhone automatically updated RDB mobile and you now get the error:
Database Update Failed.
Unable to update database.
Who is my account manager?This article explains how to contact your account manager. You have a question about your account or you have invoice queries for services you are provided.
RDB is closing itself with 'Error : your session has been terminated'This article explains what to do if RDB ProNet appears to crash without due cause, with the error:
your session has been terminated, please contact your system administrator.
Move the Database to a different driveThis article should help with the following questions below:
Unable to view company organisational tree - 'Failed to load tree data' errorWhat to do if you get the error message:
Failed to display the screen
The statement terminated. The maximum recursion 10 has been exhausted before statement completion .....
Support for a self-hosted SQL DB serverThis article explains what to do if you have questions about the self-hosted server such as:
- What settings do I need on the SQL database server we host?
-…
Unable to access RDB as it is stuck on Connecting or throws an error (Hybrid)This article explains what to do if you are not able to log into RDB as it is stuck at Connecting.... with the following error:
Request To Change the White Listed IP Address for HybridThis article explains how to request that the IP address accepted by the Hybrid RDB SQL Server on the whitelist needs to be replaced.
Unable to log into RDB. Error - Could not establish connection to the database (remote install)This article provides information about how to resolve this Error when trying to access the database:
Error - Could not establish connection to the database.
On Premise Customers - Invalid licence key. Licence has expiredWhen trying to access the RDB program, users are getting the message:
Invalid licence key. Licence has expired.
Provide an Access Support Engineer with remote accessThis article explains what to do if you are asked by an Access Support Engineer to provide them with remote access to your PC or server.
Restore Database From a backupThis article explains how the RDB ProNet database can be restored from a .bak file.
Adding or Deleting AttributesThis article explains how to add and/or delete attributes in the system.
Transaction Log is fullThis article explains what to do if, when trying to do a mailshot, this error message appears:
Error - Could not save the information.
Details: The transaction log for database…
On Premise network or database or connectivity issuesIf you host your own RDB System and you are seeing errors like:
- Access RDB program is giving errors.
- Getting Network errors Specified network name is no longer…
Use the Access Finance HubThis article provides information about how you can use the Access Finance Hub to review your invoices, raise finance cases, and change the details on your account.
Unable to connect to RDB Store - An unhandled Exception has occurredThis article explains what to do if you are unable to connect to the RDB Store.
Unable to raise support casesThis article explains what to do if you can't create any cases on the Support Portal or you can not see your products on the Support Portal.
Data Migration to a new systemThis article provides information about what data will be transferred across during migration such as:
- What information passes across?
- Will it take duplicates (clients and candidates)?
- What…
Hardware requirements for RDB PronetThis article provides information about the hardware requirements for RDB ProNet.
Copy Menu Item Into Another Ribbon TabThis article explains how to copy or move a menu item to another part of the ribbon.
Anti-virus exclusionsThis article provides information as to what necessary Antivirus exclusions are needed for the Access RDB application.
Renaming menu itemsThis article explains how you can rename items on your menus to make them more meaningful for your company.
Where are documents stored when they are uploaded to RDB?This article explains where documents are stored when they are uploaded to Access RDB.
Recover deleted dataThis article explains what to do if you should accidentally delete data from Access RDB - it may be possible to retrieve it.
Copying grids to ExcelThis article explains how you can copy data from the indexes in Access RDB to Excel.
Custom Column created in Access Recruitment CRM gives error when loading in RDBThis article explains why, if you have created a new custom column in Access Recruitment CRM, when you load Access RDB, you get an error:
Internal Error: Failed to load…
Created on date populating incorrectlyThis article explains why, when creating new records, the Created On date sometimes shows the wrong date.
Manage Purchase Orders in Access RDBThis article explains how to manage a purchase order within Access RDB.
Change the values for the Notice Period Drop downThis article explains how to change the values for the notice period drop down menu.
Question answered in communityThis article explains what to do if a question has been asked in the community (Case Origin is Chatter Answers) that has resulted in a case being opened.
Question in the community forumIf you have asked in the community (Case Origin is Chatter Answers) for users experiences.
Retrieve a window that is off the screenThis article explains what to do if you see a program in the taskbar but not on screen and explains how to retrieve a window that is off the screen.
Deletion Failed Details : The DELETE statement conflicted with the REFERENCE constraintThis article explains what to do if, when trying to delete a record/applicant/client/attribute/custom column/payment type, you get the error below and you are unable to delete a record:
Moving the tabs in a recordThis article explains how to change the order in which the tabs on a record are displayed.
Register for alerts on the status dashboardThis article explains how to subscribe for alerts on the Access Recruitment Division status dashboard or how to unsubscribe from the alerts
How You Contact RDB Support via the MyAccess PortalChanges to How You Contact RDB Support via the MyAccess Portal
Templates
Setting up, using and managing templates.
Unable to send documents - get 'MERGE ERROR'When trying to send out documents an error is returned:
MERGE ERROR:
Details : The operation could not be performed. An unexpected error has occurred.
(01-0307)
Template Editor changes numbering, bulleting or indents on Microsoft Word documentsThis article explains what to do if numbering, bullets or indents change after importing or pasting a document into Template Editor.
Unable to insert merge field into templateThis article explains what to do if, when editing a template, you are unable to insert a merge field - when you click Insert Merge Field nothing happens.
Create a Basic TemplateThe purpose of this article is to provide guidance on how to create a basic template.
Failed to save the file - Error (1-1D09)This article explains what to do if you get the following error:
Failed to save the file
Details: The operation could not be performed. An unexpected error has occurred.
(1-1D09)
Create a CV templateThis article explains what to do if the CV template does not appear as an option when trying to select it on an applicant record.
Assign a template to a userThis article explains how to assign a template to a new user who is not able to see certain templates.
Template editor - The system cannot find the file specifiedWhen you click Launch External Editor in Template Editor, you receive the error:
An unhandled Exception has occured.
Details : The system cannot find the file specified
'Unhandled Exception has occurred' when opening or creating a Stored DocumentThis article explains what to do if you get this error when opening or creating a stored document:
An unhandled Exception has occured.
Details : Object reference not set to…