Welcome to support FAQs. Here you will find freqently ask questions on our products. If you have a question on a product click on the product links below.
PRODUCT LINKS
Relayer
Data Exchange Server
Smarty
SmartTrack
IMC - Intersoft Messaging Console
FTPWEB
Intelligent Shipper
Desktop Shipper
Internal Messenger
Relayer
Q: When I try to load Relayer I get the message "Too Many Users" How can I fix this?
A: Every Relayer system has its own user licences. This determines how many users can simultaneously login and use it. If you have exceeded the limit, this message will appear. If you believe you are still within your limit, check to make sure that no one is running 2 copies of Relayer on 1 PC. Check how many users are logged into Relayer. Compare this number against your user license number by clicking on the "help" menu within Relayer. if you require additional users please contact Intersoft(see section "Contact Us")
Q: I've performed a Daily Close Out but there are still jobs sitting in the manifest file?
A: 99% of the time this issue can be resolved by running an Optimise of the system files
(see section “System Optimise). If you have ran an Optimise and the jobs are still displayed then ensure that no one has made any changes to these jobs (i.e. no one has changed the job date since the first close out was run). Once you are satisfied that the job data has not been altered run a 2nd close out which should move the jobs across.
Q: When I try open the Manifest File I get the message “File Access Lock”?
A: A “File Access Lock” error indicates that the system is trying to lock access to a specific file that is currently in use by another user. When this happens Relayer will wait till the file becomes free before locking it.
If there are other user/s that are using this file ask them to close the file on their Relayer and the message should disappear.
If after everyone has exited the file the message is still displayed then use Task Manager (opened by pressing ALT+CTLR+DELETE in windows) to check that Relayer is not opened twice on your PC. If this does not work then right click on your desktop shortcut to Relayer. Click on the option called Properties. In the properties window check the box for the “Target” of the shortcut. Note this shortcut should be in the following format:
G:\Relayer\Relayer.exe
The G: represents the network drive so this could be an R:, J:, S:, T:, I: or whatever letter you have picked. The important thing is that the shortcut is just a letter followed by the :\Relayer\Relayer.exe
If you believe the shortcut to be incorrect then please amend and save. Ensure that the “Start In” box has the initial part of the shortcut above
e.g.
G:\Relayer, or J:\Relayer, or R:\Relayer
After amending the target and start in boxes to the correct shortcut, click “Apply” and close the shortcut window before retrying to open Relayer.
Q: Whilst using the system I get a “File Index Error” message, what can i do to fix this?
A: 99% of the time this issue can be resolved by running an Optimise of the system files (see section “System Optimise). If you have run an optimise and this has not resolved the error then please contact Intersoft Support (see section “Contact Us”)
Q: I need to run an Optimise, how can I do this?
A: Ensure that all other Relayer users (except for yourself) have completely closed Relayer on their PCs.
Click on the Tools menu. From here click “Optimise System Files”.
Check for any system messages that appear. If a message regarding the file RSLOGEX appears you may click “OK” and ignore this message.
If any other messages regarding other files appear then someone may still be using the system (you’ll need to ensure they log out and then start the optimise again. If after doing this you are still having problems contact Intersoft Support (see section “Contact Us”)
Q: I have completed an Invoice run; however when I click to print the Summary Report nothing printed?
A: Click on the “Administration” menu on the Relayer main menu.
From here click “Customer Invoicing” and then “View Invoice History”. In the Invoice History file right click on the invoice that you have just printed.
Select “Reprint Invoice Summary”
Q: How can I reset an Invoice Run once it has been confirmed?
A: You will need to email a request for a confirmed invoice reset to Support@intersoft.co.uk
Please specify the start number and the end number for the range of invoices to be reset.
This request also requires authorisation from your management. We will then schedule a time to dial in and reset these invoices for you.
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Smarty POD tracking software
Q: I can see PODs on the Agent website but they are not in Relayer, what do i do?
A: Smarty will only track a job for POD upto 14 days after it was initially booke. If job data is within 14 days then check that the AWB is not a duplicate. Smarty cannot import PODS for duplicated AWB numbered jobs.
Q: When I load Smarty it displays the message “unable to validate license", What do I do?
A: Ensure the PC Smarty is running on has a connection to the Internet. Ensure that the www.intersoft.co.uk domain is not a restricted website.
If the above are not an issue please contact Intersoft Support to report this message (see section “Contact Us”)
Intersoft Messaging Console
Q: Why is IMC not connecting to my Mail Server?
A: You will need to create a new email account and ensure that this email address can send and receive (example: IMC@COMPANYNAME.COM). Once you have setup this account ensure that you know the IP address of your mail server so that you know how to set IMC to connect.
Enter in all of the configuration details into the IMC Software remembering to include IP and login information for the mail server. This will allow IMC to send and receive email using the IMC email address
Q: I cannot see the SMTP or POP3 Windows?
A: If these windows have disappeared its usually because they have been moved off of the screen. To move them back right click on the link in the taskbar and select the “Move” option. After selecting the move button you should find that by holding down the left mouse button you can drag the window back onto the desktop so that you can see its contents. In the event you are unable to locate the window please contact Intersoft support who will investigate and resolve for you.
FTPWEB
Q: FTPWEB is not connecting to the website?
A: Ensure that you have a current connection to the Internet. Check that there are no firewall or router settings that are denying FTPWEB software access to the Internet.
If you are sure that your FTP connection is adequate please contact Intersoft Support
(See Section “Contact Us”)
Q: I’ve made some changes to shipments/accounts in Relayer but they are not showing on the web?
A: When shipment changes are made in Relayer they should appear on the web within 5minutes or whatever the interval is set to for ftp processing. When Account changes are made in Relayer the changes should appear on the website within 30minutes or whatever the interval is set to for admin transfer processing. You can manually trigger an FTP process by clicking on the “Process FTP” button.
You can manually trigger an FTPWEB process by clicking on the “File Menu”,
then click “Process Admin Transfer”.
After this click “Process FTP” to send the admin information.
If after processing an “Admin Transfer” and/or “Processing FTP”; the data is still not present then please contact our support desk for further assistance (See section “Contact Us”)
INTELLIGENT SHIPPER
Q: With Intelligent Shipper will we still have to contact the courier company to get the latest delivery information?
A: No. Intelligent Shipper automatically retreives and imports delivery and status information from your suppliers website or through a dedicated interface.
Q: We use several different courier companies and they all have different service options, different prices can I manage this?
A: Yes. Intelligent Shipper allows a company full flexibility of choice and manages multiple suppliers offering different services, different prices. In addition as part of the standard setup, Intersoft manages these databases allowing the shipper to get on with the shipping.
Q: How does Intelligent Shipper validate suppliers invoices?
A: Intelligent Shipper has a database of all shippers suppliers rates, services etc. Expected delivery time is also entered. Suppliers are asked to provide invoices electronically, Intelligent Shipper then runs a comparison between invoice price and expected cost and highlight differences. Where there is a delivery delay/service failure this is also identified. A credit note is automatically generated listing shipments and discrepancies.
Q: How does Intelligent Shipper handle inbound shipments?
A: Companies receive inbound shipments from many different courier companies every day. The courier company gets a signature at the reception or mail room acknowledging receipt however between reception and the person the shipment is for can prove problematical. When a shipment arrives in the mail room, shipment details are entered and a messenger delivery sheet is printed ot sent to a hand held device. When the person who is the receiver signs for the delivery this information is transferred to Intelligent Shipper. Improving internal delivery and control.
DESKTOP SHIPPER
Q: Will anyone in the company be able to enter their own shipments?
A: Yes. Desktop shipper is web-based and providing an employee has a login and password all employees will be able to enter their own shipments and track their own shipments. Note they will only be able to see their own shipments.
Q: Will the person booking a shipment be able to choose service or supplier?
A: Most companies have strict control at this level for choosing supplier and service, however Desktop Shipper is flexible in meeting a companies Corporate compliance requirements.
Q: How can I track my shipments online?
A: If a person has entered a shipment on Desktop Shipper tracking could not be simpler. Identifying the shipment is simple and full details as to delivery are available dependent on the information provided by the courier company.
INTERNAL MESSENGER
Q: I understand how Intelligent Shipper deals with outbound courier shipments, but how doe inbound work?
A: With inbound shipments think of the messenger as the courier company doing a delivery and entering delivery information. When an inbound shipment arrives at reception or in a mail room it is signed for and the courier company who delivered leave thinking job done. But reception may be 8 floors away from the actual consignee. The inbound shipment details are entered into Intelligent Shipper and forwarded to a handhel device when delivery to the actual consignee is completed the details are captured in Intelligent Shipper so wen the person asks has it been delivered you can answer yes received and delivered with full internal tracking and delivery information.
Q: We only want to show proof of delivery details on our website. What do you recommend?
A: We recommend SmartTrack a fast and simple to use web based POd tracking solution for the courier industry. SmartTrack is a web based search engine specifically designed to provide POD information to courier companies wuickly and effectively on the internet. utilising the high speed Data Exchange Server engine (RDES32) developed by Intersoft, visitors to your existing website can retreive POD information on-line via a link to your SmartTrack.
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