An Unexpected Unrecognized Database Format

An Unexpected Unrecognized Database Format

PROBLEM

  • When opening a contact group within Gorilla, the following error comes up: “program error intercepted 'an unexpected unrecognized database format' \\gorilla server\c\database\b40.mdb. Error occurred in Gorilla CRM.”

CAUSE

This is caused by a corruption within the database.

SOLUTION

  1. First, run the Database Fixer and Compact Database utilities.
    Database Fixer
    1. Make sure that everyone has closed out of Gorilla.
    2. If you haven’t done so already, make a backup of your database.
      • See the knowledge base article How to do a Backup in Gorilla 4.
    3. Click on Start>All Programs>BGM – Gorilla CRM System for Financial Services>Database Fixer.
    4. Verify the directories shown are the directories for your database and data.
      • You will notice some options below.
        • The “Fix Gorilla Database” and “Fix Playground Database” buttons will toggle between your regular database and the playground database.
        • The “Add Sample Contact Groups” checkbox will add several sample contact groups to the database. These are especially useful for sending test messages so you can make necessary adjustments before sending it to any clients.
    5. Click “Next” to continue.
    6. Click “Finish” and the database fixer will then proceed through its process, and display the results. You have the option to save and to print from this screen, as well.
    7. Click “Close,” and the Database Fixer will close.

    Compact Database
    1. Click on Start>All Programs>BGM – Gorilla CRM System for Financial Services>Compact Database.
    2. This will open an instance of Gorilla and present two fields, one showing your database location, and another that will need to be filled in.

    3. Click on the three dot box to the right of the blank field.
    4. Choose where you want to store your backup that will be created during the compact process.
    5. Enter in a name for the backup in the File Name field and then click “Open.”

    6. Now click “OK” and your database will then start compacting. Once it has completed, you will be presented with a log in screen.
  2. If the problem persists, you will need to send in the database for repair.
    • Call Software Support at 801-553-9888 for assistance with sending in your database.
    • Once the repair has been completed, we will call you back to help you get your repaired database restored on your network.
    • Note: All database repairs have a 24 hour turnaround time.

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