Reference
Knowledge base.
Step-by-step guides for the questions our support team gets most. Searchable, indexed, and updated when the answer changes.
BillingCheck-inReportsHardwareNetworkUpgrade
- Billing AutoBill won't run on the scheduled day Common cause: scheduler service stopped. Fix walkthrough.
- Billing Member shows past-due but the card processed Reconciling payment-on-file with member record status.
- Billing ACH return code R01 — what to do Insufficient-funds workflow and member outreach template.
- Check-in Scanner not reading key tags USB driver, scan-mode, and barcode-format troubleshooting.
- Check-in Member denied at the door — diagnostics Six common causes ranked by frequency.
- Reports Visit report runs slow on large databases Indexing, date filters, and the right way to segment.
- Reports Insurance report — Silver Sneakers format Configuring the export so the insurer accepts it.
- Hardware 721EX controller offline after power cycle Wiring continuity check and re-pairing the controller.
- Hardware Receipt printer prints garbage characters Code page and driver pairing fix.
- Network Network license — concurrent users count wrong File-lock cleanup procedure for shared databases.
- Upgrade Pre-upgrade checklist for 2.6.0 Backup, verify, then upgrade — in that order.
- Upgrade Restoring from a backup after a failed upgrade Step-by-step recovery procedure.
This is a redesign concept. The live knowledge base is at gymassistant.com/kb/.