I am trying to access query builder but when I select it, a security code pops up. I enter the security code correctly but instead of bringing up query builder nothing happens. When I try to go back query builder, the option to select it is greyed out and I can't select query builder. Does anyone know what is causing this issue and how to fix it? Any help would be appreciated. Thanks!
Query Builder - Option Greyed Out
- Thread starter Bob Nosrati
- Start date
maybe it's issue related to this
http://forum.dealerrefresh.com/f51/not-rumour-query-builder-being-removed-reynolds-2869.html
http://forum.dealerrefresh.com/f51/not-rumour-query-builder-being-removed-reynolds-2869.html
Ya I did read that but for now it is still seems available as an option. I was able to pull data from a number of different dealerships with no problems in the last few months but this is a new problem that I have run into.
So where you by chance entering the captcha answer via something like gotomypc/logmein or where you physically at the computers keyboard?
Seems like Reynolds is indeed making some changes, it doesn't look like taking away QB, but they certainly seem to be adding a number of hoops to jump through.
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As for it being grayed out afert your failure query builder (eraccess) is just to poorly programmed to know what to do if you are not "successful" during the security check. Guessing it does not exit correctly and just sits there waiting; thus can't be launched again (until it eventually times out maybe). If you open a new ERAccess window you will find you can again select Query Builder.
Jarky,
Yes I was using logmein rescue to enter the code. Are you saying it can detect if I am sending keystroke commands as opposed to actually typing them which is preventing the query builder access? That does sound about right because when I had the issue, the dealer I was working with tried a different machine and was able to access the query builder (most likely because he entered the info himself). But afterwards, I tried to use it and ran into the same issue.
Yes I was using logmein rescue to enter the code. Are you saying it can detect if I am sending keystroke commands as opposed to actually typing them which is preventing the query builder access? That does sound about right because when I had the issue, the dealer I was working with tried a different machine and was able to access the query builder (most likely because he entered the info himself). But afterwards, I tried to use it and ran into the same issue.
Sometimes Query Builder will get "hung up" in the routine that transfers data to Excel. I have had this happen.
Reboot your computer - all the way off all the way on - and log back into Reynolds. Should be fine.
Reboot your computer - all the way off all the way on - and log back into Reynolds. Should be fine.
- Nov 16, 2012
- 23
- 2
- First Name
- Kevin
If you are having issues with Query Builder, the staff at RyanTech is happy to help you troubleshoot even if you don't use us for any product or service, FYI. We have worked through all kinds of issues with the changes they keep making including the ones recently with a new Captcha sequence at login. This new implementation does not impact Query Builder nor has it caused us any issues with integration, YET. We are always here to serve dealers, our products and services are second to the primary purpose of serving you. If you ever need assistance or want to share information, just call out to our staff at 435-647-0118 and press 0. You can also send email to [email protected] with your questions. Finally, we have a knowledgebase and troubleshooter website that you can use to navigate through issues that is public. I'll post a thread on that separately so feel free to email or call us for free support on these issues. There are three specialists in Reynolds query builder and their names are Garrett, Aleks and Pat. Feel free to tell them that I sent you. Now, let's get back to being focused on selling cars right?
I believe this is true, there is a security update that happened that seems to lock users out from connecting with these solutions. It's probably not hard to circumvent this however at this time I'm unsure of the functionality using to lock the users out, or to detect the Remote Desktop software.
From what I have heard, Reynolds is performing rolling blackouts on query builder. Not sure if they are random or targetted, but if, as a dealer, you call and complain it gets "fixed"
This explains why we are only seeing some dealers affected.
This explains why we are only seeing some dealers affected.
