Occasionally, users can get locked into programs when they have not exited correctly, their machine has frozen, or the machine is turned off while programs are still open.
If you are using Access HandiSoft Online, close all programs and sign out of the Citrix environment, then, in the Access Evo website, from the My Account section, sign out of all devices.
The user's full name (as shown in Workspace)
The user's email address
A screenprint of the error, and
The program the user is attempting to open.
Single ODB HandiSoft user sites
HandiSoft users who have their programs installed locally on their computer will need to restart their computer to clear the error message.
ODB users in a Server environment
HandiSoft users that have their program installed on a server will need to log onto the server computer and open Computer Management:
Go to System Tools, Shared Folders, Open Files.
Right-click and close all open files with your username.
If there are no open files with your username, restart the server machine.
SQL HandiSoft users
Important: We would advise that only your SQL administrator or IT professional perform the following steps for SQL HandiSoft users to prevent damage to your database.
To clear the error message for a HandiSoft SQL user, your SQL Administrator or IT professional can run the SQL script below for the user. This will need to run on the appropriate database.
Important: Ensure the user(s) close out of any other HandiSoft applications they have open before running the script
Replace the following:
HandiSoft: with the name of your HandiSoft SQL database (if you have a different name).
UserFile19: replace the 19 with the year relevant. i.e. if the user cannot access HandiTax 2024 replace with userfile24.
AAAA0001: with your eight-character customer id.
MYUSERNAME: with the HandiSoft username unable to access the application.
This script should close any HandiSoft application that user MYUSERNAME has open, or the system thinks is open i.e. HandiTax.