Operational Problems
CG info does not appear in LaserApp
PROBLEM In Gorilla 4.2, in the Info Sheet for a Contact Group, the CG Info does not appear in LaserApp when clicking on the LaserApp button. CAUSE The Contact Group chosen is NOT a Client or Prospect. If it is, then the Client or Prospect ListID has ...
LaserApp is not Adding New Contacts
PROBLEM LaserApp is not adding in new contacts. SOLUTION Move the current ICF file to another location. To find the current ICF file, click on Start>Computer and make sure that Computer is selected on the left. For Windows 10: Right click on Start ...
No Outlook Profiles in Outlook Sync
PROBLEM In the Outlook Sync Utility for Gorilla 4.5, there are no Outlook profiles from which to choose. CAUSE This issue only occurs in Office 2013 and higher. This is because the 4.5 Outlook Sync utility was not set up to work with Office 2013 when ...
Actions are not Syncing into Outlook from Gorilla 4.5
PROBLEM Actions are not syncing to Outlook from Gorilla 4.5 even with a purge and reload. CAUSE There is no known cause, but it generally affects just the Recurring Actions. SOLUTION The actions that are not syncing just need to be updated before the ...
Contacts Are Not Syncing to Outlook From Gorilla 4.5
PROBLEM None of my contacts will sync into Outlook from Gorilla 4.5. CAUSE This is due to the Outlook sync settings not being correct. The sync uses the primary and secondary system owners, as well as the selection rule to determine which contacts ...
Fields Are Not Matching in Laser App
PROBLEM Having problems with the Laser App Plug-in and getting the fields from the database to match up. SOLUTION Go to Tools>List Order Update Utility. Select the Default Address Bundle, then Secondary Address Bundle from the drop down box. Click ...
Font Changing in the Last Paragraph of a Letter
PROBLEM When printing a letter, the font changes on only one paragraph of a letter. SOLUTION Open the letter for editing in the Document Manager: In Gorilla, go to Messaging>Document Manager or press the F6 key. Locate the letter that is causing the ...
Footnotes and Endnotes All Print on One Page
PROBLEM Footnotes and Endnotes all print on one page when printing a letter. CAUSE Due to the macros used by Gorilla, it will wait until the end of printing to print footnotes and endnotes, causing them all to print on one page. SOLUTION Create the ...
Gorilla Closes When Trying to Dock
PROBLEM When trying to dock Gorilla, it just closes out and never actually docks. CAUSE If the Sat2Mom.mdb file did not delete automatically the last time you docked, it will cause a problem with docking in the future. SOLUTION Go to “My Computer.” ...
Gorilla Won't Open after Avast Update
PROBLEM When opening Gorilla, the mouse cursor changes to either a Pinwheel, or a Pointer/Pinwheel combo and Gorilla never opens. CAUSE Avast released an update (week of 12/1/2015) that causes Gorilla to freeze while opening, and could possibly lock ...
How to Use Gorilla in Multiple Locations
QUESTIONS THAT APPLY TO THIS TOPIC What is a VPN? What is a WAN? Why should I not use VPN or WAN? How can I use Gorilla in another office? ANSWER What is a VPN? VPN stands for “Virtual Private Network.” It is a type of network design that is ...
Rectangle Box Shows Up on Last Page of Print Job
PROBLEM There is a long rectangular box showing up at the bottom of the last page that prints. CAUSE This is caused by the cursor ending inside of the table that is at the end of the letter, rather than underneath the table. SOLUTION Copy the table ...
Severe Performance Problems in Gorilla When Using SOPHOS Anti-Virus
PROBLEM Severe performance problems occur when trying to use Gorilla and SOPHOS Anti-Virus. CAUSE SOPHOS anti-virus/firewall combination has a very stringent method of scanning files as they are opened, modified, or created. This “on-access” ...
Word Found Locked Fields During the Update
PROBLEM Word found locked fields during the update. Word cannot update locked fields. CAUSE This is caused when there are locked fields in a message. Word cannot print the message as a result. SOLUTION Solution 1 Click on Messaging>Document Manger. ...
How to View BGM University Tutorials on an Apple® Device
QUESTIONS THAT APPLY TO THIS TOPIC I would like to use my iPad® to view the BGM University tutorials but it says I need Adobe Flash® player. Vimeo™ tutorial videos will not play on my iPad/iPhone®. ANSWERThe tutorials on the BGM University website ...
Screen flashes when trying to open Gorilla®
PROBLEM When I open Gorilla, the screen flashes, then disappears, and Gorilla never opens. SOLUTIONYou will need to send your database in for repair. Call Software Support at 801-553-9888 for assistance with sending in your database. Once the repair ...
Info Sheet - Keywords Tab
QUESTIONS THAT APPLY TO THIS TOPIC What is the Keywords tab? What can I use the Keywords tab for? What information can I get from the Keywords tab? What actions can I do from the Keywords tab? ANSWERThe Info Sheet’s keywords tab provides information ...
Contact Group Name Keeps Showing Up on the “No Contact” List
PROBLEM Contact Group name keeps showing up on the “No Contact” List. CAUSE When updating a contact if the “Update Last Contact” was not checked when the Note was entered, then the last contact date will not update. SOLUTION Add a new Note that ...
Gorilla Hangs When Sending an Email
PROBLEM When trying to send an email, Gorilla just hangs and the cursor spins. CAUSE This is an issue with Gorilla 4.3 and older using MS Office 2010 and newer. It is caused by the text box that is overlaid on the letterhead box within the letter. ...
How to Create a Screenshot in Gorilla
QUESTIONS THAT APPLY TO THIS TOPIC How do I create a screenshot in Gorilla? How do I copy an image of the screen in Gorilla? How do I make the image of my screen a file to be used in an application? ANSWER Screen shots are useful in many ways. ...
How to Change Which System Owner's Clients You See
QUESTIONS THAT APPLY TO THIS TOPIC I have multiple System Owners in Gorilla, what if I only want to display one System Owner’s clients? I cannot display all of the clients in Gorilla, how can I make sure that I see all of them? ANSWER In Gorilla, ...
How to Display Scheduled Actions in Gorilla
QUESTIONS THAT APPLY TO THIS TOPIC Is there a way to have scheduled Actions display when they're due? ANSWER When creating an Action in Gorilla, ensure that Enable Alarm is checked. To verify that alarms are enabled, check the bottom right corner of ...
Login Screen is Cut Off
PROBLEM When launching Gorilla, the login screen is cut off and you cannot see the username, password, or the OK button. Random displacement of buttons when editing letters. CAUSE This is usually caused by your screen resolution and/or appearance ...
Pages Not Breaking Correctly When Printing Multiple Letters
PROBLEM The beginning of the first page of the next person's letter is printing on the second page of the previous person's letter. CAUSE This can be caused by many items such as letter merge fields that do not belong, or print driver issues. ...
PDA-Outlook Sync Tool Crashes When Trying to Sync a Certain CG Record into Outlook
PROBLEM When running the PDA/Outlook Sync Tool in Gorilla, the CompanionLink will crash and bring up the message: "Companionlink MFC has stopped working." CAUSE This appears to be caused by one or more CG records having one or more Note records with ...
Wrong Merge Fields are Being Used in Letters
PROBLEM When you print a letter using Custom Merge Fields, the wrong values are being inserted into the letter. CAUSE This can happen if you have letters in the Message or Confirmation Queue that use Custom Merge Fields. This can also happen if the ...
How to Link Scanned Documents to Gorilla®
QUESTIONS THAT APPLY TO THIS TOPIC How do I link a scanned document to a CG’s info sheet? ANSWER On your computer, create a folder for the CG that contains the scanned documents you want to access from the Info Sheet. Take note of the address where ...
How to Import Information into a Gorilla 4.x Worksheet
QUESTIONS THAT APPLY TO THIS TOPIC How can I import data that doesn’t match any of the existing Gorilla fields? I have custom information on a spreadsheet I want to import with my CG’s. ANSWERTo import data that does not match existing Gorilla ...
Unable to Set Due Date for New Opportunities
PROBLEM When adding a new opportunity to a client record in Gorilla, you set the due date and added all the other information. When you clicked “Add/Update” for the opportunity, you receive the message “Type Mismatch” and the due date for the ...
Formatting Issues with Text Boxes and Tables
EXPLANATION There are any number of problems that arise when combining text boxes and tables in any version of Word. Specifically, formatting changes drastically and these changes may or may not be reflected in a preview of the document or even when ...
License Issues
QUESTIONS THAT APPLY TO THIS TOPIC I was working in Gorilla 4.x when suddenly I got a “License Lost” message. What does it mean that somebody kicked me off? I tried to log into Gorilla 4.x and got a “License Manager” window. How am I supposed to ...
Campaign mailing not allowing for partial print
PROBLEM When sending a letter from a campaign, the “partial” option is grayed out. CAUSE This is caused when you set up multi-pass printing and the destination track is set to the same track as the mailing. SOLUTION To resolve the issue, you will ...
How to Fix Envelopes Printing Double Spaced
PROBLEM When printing envelopes from Gorilla the delivery address on the envelope prints double spaced. CAUSE This is related to how Microsoft Word interacts with the Gorilla Macros. When the Save files in this format option in Word is not set to ...
Email Sync Issues
PROBLEM No e-mail messages are being synchronized. Some e-mail messages synchronize, but only some of the time. Only incoming e-mail messages synchronize. Only outgoing e-mail messages synchronize. CAUSE E-mail synchronization settings are invalid or ...
How to Edit User-Definable fields in Gorilla
QUESTIONS THAT APPLY TO THIS TOPIC How do I add or edit the List field? How do I add or edit a Keyword? How do I change what is in the lists with green backgrounds? ANSWER Click on Tools>List Editor. Choose the name of the field you wish to edit. To ...
How to Fix Gray Boxes Printing in Letters
PROBLEM Gray boxes are printing where the digital signature should be. CAUSE The style of the digitized signature merge fields has been changed to the default style. SOLUTION For Gorilla to replace the gray boxes with the digitized signatures, the MS ...
History Missing from the Tree View of the Info Sheet
PROBLEM When viewing History items in the Info Sheet, some of the items only appear in the List View and not in the Tree View. CAUSE This can occur if you change the due date for a folder History item within the Scheduler instead of through the Info ...
How to Reassign Actions
QUESTIONS THAT APPLY TO THIS TOPIC I just replaced one of my System Users. How do I reassign his actions to the new user? ANSWERFortunately, actions are not assigned to specific System Users. They are assigned to Staffgroups. All you need to do is ...
How to Add or Change Nickname Rights
QUESTIONS THAT APPLY TO THIS TOPIC How do I change the nickname rights on a contact group? When sending a message, the contacts full name is showing up rather than their nickname. ANSWER Locate the contact group you would like to change nickname ...
A Contact Isn’t Syncing into Outlook From Gorilla 4.3 or Older
PROBLEM A contact isn’t syncing into Outlook from Gorilla. CAUSE Possible reasons for this are: The “Outlook Type” isn’t set in Gorilla. This is generally the most frequent reason. The contact has too many notes. Unfortunately, Outlook has a ...
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