Troubleshooting

This section offers tips and solutions to common issues.

Overview.

Troubleshooting gives you tips on how to solve some common problems, which you may come across while utilizing SMHelper.

1. Registering and Logging in

No confirmation email after registering

I have registered with SMHelper, but I have not received any confirmation mail. Do I need to register again?

If you don't receive confirmation mail in your inbox, check your junk/spam mail. If there is no confirmation mail in both mailboxes, you can contact us, by clicking on the contact link or this link http://www.smhelper.com/?page=contact

Everytime I log in, the system logs me out

This happens if your browser settings have cookies disabled or set not to accept sites that do not have compact privacy policy. To avoid the problem, enable your cookies.

If you are using Internet Explorer, to enable your cookies go to Tools ->Internet Options. Go to the Privacy tab and at the Settings frame, move the slider to medium high position and click on Apply and OK. Try logging in again, and this time it should not take you back to the login page.
Firefox - Go to Tools menu, select Options. Go to the Privacy tab. At the Cookies frame, check Accept cookies from sites and Accept third party cookies and click on OK button.
Google Chrome - Click on the Spanner like icon at the top right corner of your browser, select Options. From the resulting dialogue box, select the tab Under the Hood. On the Cookie Setting at the bottom of the dialogue window, select Allow all cookies and click on Close.
Opera - Go to Tools, select Preferences, go to Advanced Tab and select Cookies. Click on the option button Accept Cookies and click on OK.

If after following the instructions above you are still being logged out when you log in, try clearing your cache and re-start your browser.

SMHelper account not compatible with salesforce.com account

For SMHelper to function well, ensure that the email address you give matches your salesforce.com account email address. However, your password should be original, not the same as for your salesforce.com account.

I forgot my password

When you forget your password, you can ask for a password change by clicking on the Forgot Password link at the login page http://www.smhelper.com/?page=forget. You will be sent an email with a new password activation link. Click on that link, and reset your password. The same process also applies to the user using your account.

The user I have added cannot access my subscription

When you add a new user to your subscription, the user cannot access his/her account until he/she activates the new password. A password activation email is sent to the user's email inbox or junk mail with a link for activating a new password.

Why is my user being directed to the login page everytime he/she tries to log in?

Make sure that your user has the cookies of his/her browser enabled.

I am receiving 1000s of emails from SMHelper in my email account, and it is bothering me. How can I get rid of these emails?

You are receiving these mails because in your SMHelper account, you chose to receive email alerts regarding your contacts or alerts from salesforce.com. If you no longer wish to receive email alerts, log in to your SMHelper account and under your profile settings, uncheck the Receive email updates and Receive salesforce task updates. Then save for changes to apply. You can also do this on the "Manage Alerts" screen, uncheck "Receive Emails" and "Updates Tasks" for each task item added.

2) Installing SMHelper plugin from salesforce.com

How do I install the SMHelper plug in?

First and foremost, login to your salesforce.com account. After successful login, you will be presented with a package installation screen. When you click on continue, you will be presented with steps to follow during the installation. Please see this link for more information on the installation http://manual.smhelper.com/Installation-and-Integration

I have installed the SMHelper and followed all the instructions provided for setting it up. However, I cannot access my SMHelper account from salesforce.com. Where could I be going wrong?

There is a possiblity that the email account you used to login to salesforce.com account is not the same as the one you used to register an account with SMHelper. In that case, accessing SMHelper from salesforce.com will not be possible. Remember, for SMHelper to function, the email account you use to register must be same as the email account you use for salesforce.com.

I no longer wish to use SMHelper in my salesforce.com account. Is it possible to delete it or uninstall it?

Yes, you can uninstall SMHelper whenever you want. To uninstall, go to setup, Under App Setup click on "View Installed Packages" and select SMHelper from the list of packages that you have installed. Click on the uninstall link next to it.

I have tried uninstalling the package, but I am getting the message "Unable to uninstall package" because it is being used by other controls. How do I go about this?

Before uninstalling, check that you have deleted the SMHelper section you created from the controls page layout. For example, if you created SMHelper section in Account, Contacts and Leads control, make sure you delete it before uninstalling.

I have deleted the SMHelper from my controls, but when I uninstall it I still get the message "Unable to uninstall package" What else do I need to do to ensure successful uninstallation?

Did you save the changes after deleting the SMHelper section? If not, then the uninstallation will not be sucessful because it will revert to how it was. That is, the SMHelper section still will be located in the control page layouts. Make sure that you save each time you delete the SMHelper section from the controls page layout.

I have managed to uninstall without getting the error message, but it directs me to a page where it says that uninstallation status is pending. What does that mean?

There is no cause for alarm there. It is just a message which changes to "Uninstall complete" after you refresh your page or click on the "View Installed Packages" link.

Would there be any harm if I delete the uninstalled package message?

No, there will be no harm. When you click on the del (for delete) link, you will be directed to Installed Package page, which will let you know that you don't have any installed packages and there is no data archive for uninstalled packages.

3) Contact Support

If the manual does not answer all your concerns, you may contact our support by clicking on the Contact link on the homepage. Include your email address, subject of the concern and details of what you are seeking to have answered.