eGrabber provides free phone support for the first 30 days of purchase of software and free email support for software that were purchased up to 18 months ago. eGrabber does not maintain archives or versions of software that are more than 18 months old.
The following messages appear in the Report Bar.
Message: "Please associate valid database with this template"
Solution: Open the template and associate the relevant database.
Message: "Error Parsing the Email"
Solution: If the email contains form tags, refresh the template and map the fields again.
Message: "No data field supplied"
Solution: If your form email contains valid data, try mapping it again in the template.
Message: "The application you are trying to use has been removed or is not installed"
Solution: Re-install the application. If it is moved to another location, then refresh the template with the new location.
Message: "Skipped Transfer"
Solution: Select any other mode in the duplicate check and Reprocess the message if you want to update the database.
Problem: When I download email messages from my email client, all the messages are deleted from the Inbox.
Solution: Do not select your Inbox as the Polling mailbox. Set a filter in your email client to move the form email messages to a separate folder and select this folder as Polling mailbox. Anyway, you can find all the messages in the folder you have selected as Processed mailbox. You can retrieve the messages from this folder.
Problem: The messages are not downloaded from my email client.
Solution: When you setup the Account for your email client, ensure that you have provided the right SMTP and POP3 details. You can get these details from your System, Administrator.
Problem: My server details are provided properly. But the messages are not downloaded.
Solution: Check whether you have selected the Poll Personality checkbox. Check your email client for messages.
Problem: I was able to download messages into eMail-Lead Grabber previously. Now the receipt of messages stopped abruptly.
Solution: Backup and Compact your eMail-Lead Grabber mailbox to continue receiving messages.
Problem: I am not able to send messages from eMail-Lead Grabber.
Solution: Check your SMTP server details. If you are sending the email through Microsoft Outlook, check the profile name and password.
Problem: Some of the fields are not transferred to my database.
Solution: Check the mapping of fields. If the fields are not available, add the fields and map them accordingly.
Problem: Data is being transferred to improper fields in the database.
Solution: Edit the template, map the fields again appropriately and then try the transfer.
Problem: I am not able to create a template for web import.
Solution: While creating the template for web import, ensure that you are providing the exact email address, password, and SMTP server name that has already been setup in the GoldMine web import profile.
Problem: I have attached the Mail Merge Template with my Email Extract Template. But the auto response mail is not being sent.
Solution: You need to setup the SMTP server separately for the Mail Merge Template. In the TemplateMaker, click 'Process > Email Header' to make the settings. You need to provide the 'From' email address, SMTP server details, port number etc. If your SMTP server requires authentication, check whether you have provided the right user name and password.
Problem: The Mail Merge Template sends email, but the field values are not properly inserted from the database. The fields are left blank in the mail.
Solution: Refresh the template, and check whether the fields you have inserted in the template are available in the corresponding database. If the fields are not available, insert the appropriate fields. If your database is not containing data in corresponding fields, remove the fields in the template and insert other relevant fields.
Problem: The messages are not processed by the filter automatically.
Solution: Check whether the message satisfies the criteria. Select the 'Automatic' checkbox in the Filter Setup.
Problem: I have selected the 'Automatic' checkbox. Still the messages in eMail-Lead Grabber Inbox are not processed automatically.
Solution: When the 'Automatic' checkbox is selected, the message is processed automatically when it is downloaded into eMail-Lead Grabber for the first time. If the message is already available in the Inbox of eMail-Lead Grabber, you need to process the message manually. Right-click the message and select 'Process through Filters'.
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