Knowledgebase: Locked file
Sending SuccessWare your Locked Datafile
Posted by Diane Jessup, Last modified by Judy Grann on 20 August 2019 02:47 PM

If you have a locked file, you may have done so accidentally
or someone tried to get into your account without your knowledge. We
do not maintain your password as it is unique to you and your studio.

In order for us to unlock the file, you need:

1. Your current data file - SuccessWare.4dd
2. The exact version of SuccessWare you are running. 
3. Supported clients who have a locked file will be unlocked free of
charge. If you are supported, and are on an older version, we may
recommend upgrading your version.

Note: If your version is unsupported, we may not be able to unlock the
file without you upgrading to the current version. If that is the
case, we will notify you and you may decide how you wish to proceed.
If you are an unsupported client, a $25.00 service fee will be
charged. With your approval we will unlock the account

Depending on the size of your file, you can send files under 10meg to:
http://successware.helpserve.com/index.php?_m=tickets&_a=submit


4. Fill in the form and answer the all question
5. In the subject box please type that your data file is locked and
which usernames you have attempted.


Or you can use our Hightail account for large files over 10meg:
Log onto Hightail.com
Sign in under our Support@successware.net account
Use the password: Success2016

Click Sends
Click the red send files
Fill in the info and drag your file to the area. Send to Support@successware.net

You will need to send your SuccessWare.4dd file. The file is located
in the SuccessW or SuccessWare folder. If you are multi-user it will
be located on the machine that is running the server software.

*Please quit out of SuccessWare and compress the file prior
to sending. If your compressed file is over 7MB you Can Not send it
in a regular email. Please upload through your FTP service or send a
Drop Box link. *If you do not have a service for sending large files
just let us know and we can provide our Hightail.com
account information. 

We will unlock the file and send it back to you.

We will phone you with a password. We will not E-mail nor will we
leave it on Voice mail or with an Employee without your permission.

When sending your file, please include how you would like us to
issue the password. Please let us know if it is ok to leave a message
on voice mail or with an employee, please indicate as such and whom
is able to receive that important information.

JG 6/19

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