Send/Receive Issues in Auditor
Auditor Can't Access the Server
Assuming your internet connection is not the problem, you most likely need to go to Maintenance / Properties / Internet tab and enter your Auditor username and password. If you don't know your username and/or password, ask your conference treasurer, who will either provide it to you or get it for you from Jewel's conference tech support. If you are a Jewel Tech Support contractor and don't know your password, contact Myla.
Database Uploads from Auditor to Wrong Server
This is not an issue for conference users, but only for Jewel Tech Support contractors who use the "Universal" version of Auditor and can access servers for various conferences. If a database from a conference with a Jewel contract defaults to the Universal server, the EntityID needs to be set. See Beginning Balances and Other Setup Issues.
There are a few users whose EntityIDs direct them to a specific conference's server, but that conference no longer has a contract with Jewel (NV-UT is the most common culprit). The solution is to a) remove the EntityID as it really doesn't do any good when not connected to a particular conference anyway, or b) be careful to change the server setting from the specific conference to Universal every time you upload. If it gets sent to the conference server, the treasurer cannot download it, so they will either receive a message that nothing is available to download, or receive an older file and then panic because all their information is "lost".
File Sent By Treasurer Isn't On the Server
If a treasurer has sent their file and received confirmation that the file was received by the Jewel server, but you don't see it, then the file is on a different server. Ask the treasurer what conference name they see in the lower left corner of their Jewel Home Page, just above their church name. If there is no conference name there, they have the "Universal" version of Jewel, which is correct if their conference does not have a contract with Jewel. If their conference does have a contract with Jewel, then it should have their conference's name.
Treasurers who have the wrong version of Jewel should get the correct version as soon as possible, so that their backup files and remittance reports go to the correct conference's server. The old version will need to be uninstalled, then the correct version installed. This shouldn't affect the database, but always back up just in case.
Treasurer Can't Receive from Auditor
When the treasurer attempts to Receive from Auditor for the first time on a new computer or installation of Jewel, they may get an error saying they need an auditor's passcode. This happens because Jewel will only Receive from Auditor if it has Sent to Auditor a database with that same exact filename. That’s its “password” to know which file to receive. If the treasurer has a copy of their database, no matter how old or incorrect, then they can Send to Auditor and immediately Receive the corrected file.
If the treasurer does not have a copy of their database, you can send that first backup by another method (email, for example), or the treasurer can:
- Go to File / Utilities / Create New Database
- Type in the church name exactly as it is in the name of the file they're trying to receive, including spaces, capital letters, etc, and click OK
- Cancel out to the main page, and Send to Auditor
- Receive from Auditor to get the updated file.
If the treasurer doesn’t get the filename correct, you can always rename your file to match the way they wrote it, upload it again with that name, then ask the treasurer to Receive from Auditor.
Auditor Can't Download a Particular Database
The problem is usually the size of the database, but generally compacting will take care of it. In either Jewel or Auditor, go to File / Utilities / Compact or Repair a Database. Select the database to be compacted and click Open. Type a new, unique name for the new database and click Save (one option is to use "ChurchName Compacted"). Jewel will do its thing. Then go to File / Open Database and open the compacted database. That file should be significantly smaller, so it can be sent/received without problems. Remember that Jewel will only receive if it has sent a file with the same name, so if you do the compacting, you'll probably want to rename your compacted file back to the original database name.
If the treasurer has trouble with following the above directions, they can sometimes email either a backup or the full database so that you can compact it yourself.