Trouble Shooting End of Day Wizard Problems

Correcting an Imbalance in the End of Day Wizard

This page describes things to look for (or do) when trying to solve end of day problems and you cannot post to the General Ledger. If any one of the steps below does not fix the out-of-balance problem, try the next step.

First and foremost, verify that no one else is in the middle of selling tickets, donations, or passes. The End of Day Wizard excludes any order in the process of being modified (ie tickets being sold) and does not journalize them. The safe thing is to ensure nobody is selling. You can do this manually, or you set a flag in Default Data that prevents people from selling.
- If you think that an order has the flag turned on indicating that it is being modified, and this is affecting the end of day, then you can find the order (using any order report and the 'order being modified flag' as search criteria) and turn off the flag in the order detail -or-
- you can have everybody quit theatre manager and start back up. This automatically clears the flag 'order is being modified' from all orders.
Re-run the end of day process again to see if any other payments or sales show up.
- Do the deposit again to look for new payments
- Do the sales entries again to look for new sales
Run a Transaction History -> Transaction History List report.
- Set your criteria as: trans date revenue >= (current date and time) to see if any user has their computer clock set into the future. If an order has a date set in the future, Theatre Manager will not post that order until that date/time has passed.
- If you find this is the case:
  - set the clock forward on your computer and redo the deposit/sales postings.
  - re-run the end of day process to get these payments and sales entries. IGNORE any post dated payments.
  - Then change the date on the deposit and sales entries to today.
  - change the date and time on your computer clock back to the proper time
Run a report called Utility Functions and Database Analysis Reports -> Check Order and Transaction Balances.
- Set your criteria as:
  - order date updated >= (last date in balance))
  - and order flag-tickets archived=NO
  - and order flag-reservation only = NO
- Fix the orders and transactions that appear in the repor to make them balance
- Re-run the end of day wizard
Run Setup -> Batch Functions -> Rebuild Orders
- As criteria, use dates between (last date balanced) and (today).
- Make sure you do not force orders to balance. This routine also rebuilds the Patron Balances.
- Re-run the end of day wizard
Go into Accounting -> General Ledger -> G/L entries. Are there any manual G/L entries since last time balanced?
- If so, check to see why it was created, and see if that is what is causing your imbalance.
- Double click on the entry, and look at the A/R line.
- If the A/R line matches the out of balance amount, it is the problem.
- Re code the manual GL entry so that it does not adjust the A/R account
- Re-run the end of day wizard
Did your system crash in the middle of creating sales entry? If so make sure G/L entries are not out of balance.
- Go back into Accounting -> General Ledger -> G/L entries, and make sure debits equal credits.
- Run a Transaction History by Play (Totals only) report for the sales posting that is out of balance with the criteria:
  - trans g/l reference # = (the SP journal entry that is out of balance).
- Most likely if this occurred you are missing sales, donations, memberships, ticket fees, order fees, exchange fee and taxes in your A/R line. A manaul correction of the GL Entry is required (or simply a reposting of the missing transactions) to add missing detail lines or adjust the debit/credit amount of the existing lines to match to the transactions that were journalized to the G/L Entry.
- Run a Utility Functions and Database Analysis "Check Transaction and G/L Entry Balances" report with the criteria:
  - trans date revenue >= (the last time you the EOD was in balance).
- This report will ensure that all transactions journalized to the GL Entry actually match the detail lines in the GL Entry. If not, a manaul correction of the GL Entry is required (or simply a reposting of the missing transactions) to add missing detail lines or adjust the debit/credit amount of the existing lines to match to the transactions that were journalized to the G/L Entry.
- Re-run the end of day wizard
Did your system crash in the middle of a deposit? You will then have to fix your deposit entries to balance
- Go to Accounting -> General Ledger -> G/L entries, and check to see if there are two deposits for one day.
- Run a Bank Deposit report for both deposit numbers. One deposit will appear to be in balance, but will be lower than expected, while the other one will be unbalanced.
- Edit deposit to match the amount that the other deposit is out. For example:
  - The deposit total is $2000, half cash and half check.
  - The deposit that balances totals $600 cash and $500 check, with $1100 A/R.
  - The other Deposit totals $2000, but does not have A/R.
  - Change the deposit that does not balance to show $400 cash, $500 check and $900 A/R, so that the two deposits will total $1000 cash and $1000 check.
- Run a Utility Functions and Database Analysis "Check Transaction and G/L Entry Balances" report with the criteria:
- This report will ensure that all transactions journalized to the GL Entry actually match the detail lines in the GL Entry. If not, a manaul correction of the GL Entry is required (or simply a reposting of the missing transactions) to add missing detail lines or adjust the debit/credit amount of the existing lines to match to the transactions that were journalized to the G/L Entry.
- Re-run the end of day wizard.
Has anybody gone into a Patron's transactions and either duplicated or reversed debits and credits in an attempt to fix something? If so:
- Contact AMS with the patron account, the order and the transactions that have been changed.
- If we can, we will assist you finding the transactions and creating new ones to balance the end of day.
Run a Utility Functions and Database Analysis Reports -> Check Order and Transaction Balances report again
- Broaden the criteria to look for more data:
  - order date updated >= (a much longer time in the past)
  - and order flag-tickets archived=NO
  - and order flag-reservation only = NO
- Fix the orders for any patrons orders and transactions who appear in the report.
- Re-run the end of day wizard

What to do if you cannot Post to the General Ledger

Follow these steps if you are unable to post to the general ledger in the End of Day Wizard. If a step does not fix the posting problem, proceed to the next step.

Problem

Action

Has the End of Day Been completed?

If not, complete an End of Day

Are you in balance?

If not, review the instructions above on finding and fixing an imbalance

Are account numbers missing?

Check to make sure that all account numbers are entered in deposit and sales entry windows in End of Day

Are any GL entries unbalanced?

Go into Accounting -> General Ledger -> GL Entries, and make sure that all debits and credits are equal for each entry.

Are you in a new fiscal year?

If you are at or past your year end, are you supposed to do your year end rollover? If you have not done a year end rollover, you will not be able to post GL entries in the new fiscal year.

Are there any posting dates in the future?

Check sales posting dates - are any in the future? Future dates cannot be posted.

Do you have permission?

Do you have authorization/permission in your user ID permissions in the system to post? If you do not, you will need to obtain permission.

Problem	Action
Has the End of Day Been completed?	If not, complete an End of Day
Are you in balance?	If not, review the instructions above on finding and fixing an imbalance
Are account numbers missing?	Check to make sure that all account numbers are entered in deposit and sales entry windows in End of Day
Are any GL entries unbalanced?	Go into Accounting -> General Ledger -> GL Entries, and make sure that all debits and credits are equal for each entry.
Are you in a new fiscal year?	If you are at or past your year end, are you supposed to do your year end rollover? If you have not done a year end rollover, you will not be able to post GL entries in the new fiscal year.
Are there any posting dates in the future?	Check sales posting dates - are any in the future? Future dates cannot be posted.
Do you have permission?	Do you have authorization/permission in your user ID permissions in the system to post? If you do not, you will need to obtain permission.

What to do if the credit card authorization was interrupted

Our credit card modem was not responding at 12:09pm but we did not realize it until recently. We were still able to process the payments in Theatre Manager but it's not registered in the Credit Card Server Batch.

We have just rebooted the computer that is running the Credit Card Authorization Software and all seems well (we tested out a payment) except all the payments put through between 12:09pm - 3:45pm have not been authorized. I'd like to know what is the best way to authorize them. I could go into each of those patron payment accounts and re-authorize one at a time but I am afraid of double-charging.

Response:

You need to be sure of what was charged and what was not. That may sound like a silly thing to say, but it is the essence of the solution. Theatre Manager will have all the payments in the database. The credit card server may have none, some or all.

Best way to find out what may be missing in the credit card server is to:

Go to the deposit window in the End of Day Wizard.

Click on the Server button at the bottom of the screen

This will give you a list of authorized payments that are on the server.

Print the list of payments out to assist in the comparison process.

Compare the items on the server with the items Theatre Manager has. You should see 'Match', 'Hub-Missing', 'TM-Missing', or 'Void'. The items we are most interested in are:

Hub-Missing - means TM has the payment but the server doesnt.This can happen if the hub was giving fake authorizations (which means we need to reauthorize), -or- it can happen if you've already settled the batch that had that payment in it (i.e. it is authorized in the previous batch and should not be authorized again).

TM-Missing - means that the payment is on the server but is missing in the current not-yey-deposited payments. This can happen if you settle the batch at the hub but don't complete the deposit.

The objective is to get the totals in the credit card server to match Theatre Manager's totals and vice versa.

Hub-Missing

For payments that Theatre Manager has, but the credit card server does not...

In the deposit window, highlight those credit card(s) and authorize them from the deposit window (you could do it from each patron's payment detail window, but that would take longer).

Now, check the credit card server batch again by clicking on the server button.

Repeat this process as many times necessary so that all the payments Theatre Manager has are also in the credit card server batch.

TM-Missing

For those that the credit card server batch has but Theatre Manager does not...

Make note of the patron account and credit card number.

Go to the patron window to see if the payment is there in the patron's payment list.

If the payment is there:

Simply authorize it again by clicking the Authorize button.

Go back to the deposit window in the End of Day Wizard.

Click on the server button at the bottom of the screen.

There should be two payments now, void the one that says TM Missing.

If the payment is not there:

Go back to the deposit window in the End of Day Wizard.

Click on the server button at the bottom of the screen.

Void the payment that says TM Missing.

Go back to the patron's order, highlight the order, and add the missing payment.

Repeat so that you have either

Voided each payment in the credit card server batch which does not exist in Theatre Manager and then re-authorized the payment again or-

Deleted the payment and added it back in.

Once the totals on the credit card server batch match the totals in Theatre Manager, on a card-by-card basis, you'll be ok.

Go to the deposit window in the End of Day Wizard.
Click on the Server button at the bottom of the screen	This will give you a list of authorized payments that are on the server.
Print the list of payments out to assist in the comparison process.	Compare the items on the server with the items Theatre Manager has. You should see 'Match', 'Hub-Missing', 'TM-Missing', or 'Void'. The items we are most interested in are: Hub-Missing - means TM has the payment but the server doesnt.This can happen if the hub was giving fake authorizations (which means we need to reauthorize), -or- it can happen if you've already settled the batch that had that payment in it (i.e. it is authorized in the previous batch and should not be authorized again). TM-Missing - means that the payment is on the server but is missing in the current not-yey-deposited payments. This can happen if you settle the batch at the hub but don't complete the deposit.
The objective is to get the totals in the credit card server to match Theatre Manager's totals and vice versa.
Hub-Missing For payments that Theatre Manager has, but the credit card server does not...	In the deposit window, highlight those credit card(s) and authorize them from the deposit window (you could do it from each patron's payment detail window, but that would take longer). Now, check the credit card server batch again by clicking on the server button. Repeat this process as many times necessary so that all the payments Theatre Manager has are also in the credit card server batch.
TM-Missing For those that the credit card server batch has but Theatre Manager does not...	Make note of the patron account and credit card number. Go to the patron window to see if the payment is there in the patron's payment list. If the payment is there: Simply authorize it again by clicking the Authorize button. Go back to the deposit window in the End of Day Wizard. Click on the server button at the bottom of the screen. There should be two payments now, void the one that says TM Missing. If the payment is not there: Go back to the deposit window in the End of Day Wizard. Click on the server button at the bottom of the screen. Void the payment that says TM Missing. Go back to the patron's order, highlight the order, and add the missing payment.
Repeat so that you have either	Voided each payment in the credit card server batch which does not exist in Theatre Manager and then re-authorized the payment again or- Deleted the payment and added it back in.