Operational Problems
Campaign Printing Not Stopping to Load Plain Paper
PROBLEM When I print from my campaign, it does not stop to let me load plain paper. CAUSES This could be caused by a few things: You are not set up to use pre-printed stationery. Gorilla will send the print job for all pages at one time. You changed ...
Computer Hangs While Printing
PROBLEM My computer hangs while printing a letter. CAUSE The Splwow64.exe process is used to translate the driver model of a 64-bit operating system and a 32-bit program. The Splwow64.exe process stays in the memory for additional time to increase ...
Recurring Corruption Caused by Network Timeout
PROBLEM Gorilla database gets corrupted due to background network disconnection. CAUSE Windows automatically disconnects from network drives after a specific time, if no network traffic to that drive is detected. SOLUTION Following these steps will ...
Download Manager Does Not Have Any Letters to Choose
PROBLEM When going into the Download Manager in Gorilla there are no letters to choose from. SOLUTION Usually refreshing the Document Manager will resolve this issue. Close and reopen the Document Manager. Go to “Import” and click on “Letter’s ...
Duplication of Items in Outlook and Gorilla 4.3 and Older
PROBLEM Duplication of items in Outlook and Gorilla. CAUSE To explain how this happens, Gorilla and Outlook set up Common unique identifiers for the Calendar items and Contact information. When those identifiers are no longer in sync, it starts ...
Forgot Password in Gorilla
PROBLEM I forgot my password in Gorilla. SOLUTION If you are using Gorilla 4.3 and older, please call Software Support at 801-553-9888. You will need to send a copy of your database in so that we can look up the password. If you are on Gorilla 4.5, ...
Gorilla Crashes When Printing from a Campaign
PROBLEM Gorilla crashes when printing from a Campaign. SOLUTION To fix this issue, you will need to set up your print tray options within Gorilla. In Gorilla, go to Tools>Options, select the Printers tab. In the first drop down, choose your printer ...
How to Delete Investments Types in Gorilla 4.x
QUESTIONS THAT APPLY TO THIS TOPIC I want to delete an Investment Type in the List Editor, but when I try, I get a message that the record is in use. We have two Investment Types that we need to consolidate into one. ANSWER Create a Speedbutton that ...
How to Delete Old Items From the Sales Profile
QUESTIONS THAT APPLY TO THIS TOPIC I am trying to delete old items from the sales profile, and when I try to delete something, I am told the record is in use and cannot be deleted. ANSWER Before deleting items from the sales profile, you need to make ...
How to Remove Headers from Attachments
QUESTIONS THAT APPLY TO THIS TOPIC How do I remove the header from an attachment? How do I stop Gorilla from printing the CG name on an attachment? ANSWER Open the main Letter (not attachment). Open header. Uncheck "Different First Page." Remove ...
How to Reprint Birthday Letters After They Were Processed
QUESTIONS THAT APPLY TO THIS TOPIC I went to process the Birthday Office Procedure and after I clicked on “Process Items” it started to bring up the setup message screen. I realized I needed to change a setting/paper for the printer so I just ...
Messages Showing in Incorrect Contact Group History
PROBLEM When sending a message(s) to certain Contact Groups, the message(s) appear in the history, sometimes multiple times, of other Contact Groups to whom the letters were not sent. CAUSE One of the tables within the database has SentOkay items ...
Nicknames Not Printing
PROBLEM Nicknames are not printing when processing Office Procedures. Nicknames are not printing when sending a letter. CAUSE The Contact Group for which you are processing the Office Procedure or sending a letter to either doesn’t have their ...
No Contact Groups with Sufficient Addressing Information
PROBLEM When printing a letter within a campaign, you get the error "No Contact Groups with sufficient addressing information for the type selected were found. Printing aborted." SOLUTION Check the campaign track as you most likely have no Contact ...
Perm Off Clients Still Getting Birthday Letters
PROBLEM Client is set to Perm Off, but they still show on the birthday procedures list. CAUSE Birthday Procedure has not been marked as “Done.” SOLUTION Open the Contact Group Info Sheet. Find the Office Procedure for the client. To make it easier ...
Window Doesn't Appear and Gorilla Seems to be Frozen
PROBLEM The reports window isn't coming up when running a report. The note window is not appearing when I try to add/edit a note. The action window is not appearing when I try to add/edit an action. SOLUTION Most likely the window is coming up on a ...
Document Manager is Not Showing the Correct Number of Pages for a Letter
PROBLEM I created a new letter using a master template. The template is one page and the new letter is multiple pages. When I print the new letter, only the first page prints. SOLUTIONIf the Document Manager shows only 1 page on a multi-page letter, ...
BGM Letters Trying to Open in OneNote
PROBLEM My letters are all opening in OneNote. CAUSEThe reason why the letters try to open in OneNote by default is because of the .ONE file extension that is used on the documents. When we began using that file extension, OneNote did not exist. The ...
Corrupt Contact Group
QUESTIONS THAT APPLY TO THIS TOPIC A Contact Group (CG) in my database has become corrupt. How do I fix it? How do I load my database backup in Playground to access old CG information? ANSWERTo load a copy of your database from a backup, please ...
Where to Save Custom Reports
QUESTIONS THAT APPLY TO THIS TOPIC Where do I save the Custom Report that I just received? What do I do with the Custom Report that I was sent? ANSWERYour custom reports should always be saved in the same location so that each time you run a report, ...
Adjusting Windows' Date format to Work With Gorilla 4.x
PROBLEM Why does Scheduler not seem to recognize dates correctly? Why are some items set to the incorrect date in Scheduler? Why are my events disappearing from my Scheduler? Why is Gorilla saying my ESP has run out when it hasn’t? Why does my ...
Sending Letters on a Windows 10 Machine Causes Corruption
PROBLEM Every time I send letters, I get an error that says “Unrecognized database format.” When trying to send a message, we get the error “An error occurred attempting to send a message.” within the Error Description, it says “Unrecognized database ...