IRIS Technical Support - Frequently Asked Questions

Most recently added FAQ's

Please click here for further information on the system requirements for IRIS Accountancy Suite.
When trying to access any of the IRIS modules the following message can occur:

      Error 13 Opening I:\Data\lock.irs

For more information, click here.
During the IRIS Upgrade Scan #1 you may get an error that states:
 
Is Database='IRIS' on      Server='Computer\IRISPRACTICE ' already in use?

For more information, click here.
In some situations it has been reported that when running an annual report via Reports | Annual a message appears as follows:

   Report NOT found

(Warning appears in the bottom left hand corner of the Financial Statements - Annual Report screen)

For more information, click here.
After upgrading to Windows 10, it has been identified that some users are encountering an error when trying to open IRIS.

For more information, click here.

Alternatively, if you are experiencing a specific error message please send the error details to support@iris.co.uk
When trying to update IRIS Accounts Production the following error occurs:

Installation Error - 16 - Installation Cancelled.
Your installation is unaffected and has reverted to the previously installed version
.

For more information, click here.
Unfortunately, slow system performance is usually a product of your environment rather than a problem with IRIS code.

In support we find that customers with performance problems usually have some site specific problem that is affecting the IRIS application.

For more information, click here.
For more information, click here.
Our 18.1.2 release is now available.

Other FAQ's

If the following error message displays,  'The licences on this system have failed validation checks. You will now have read only access', click here for more information.
When trying to open IRIS or any of the associated modules the following error can occur IRIS Startup Failure - SQL Server Does Not Exist or Access Denied

For more information, click here.
When trying to open IRIS or any of the associated modules the following error can occur:

IRIS Startup Failure - SQL Server Does Not Exist or Access Denied

The problem is usually caused by an improperly configured SQL server or the firewall on the server.  

This is normally caused by any or a combination of the following:

The SQL Server Network Protocols
The SQL Server being set to (local) on a network version
The Windows Firewall blocking access
The SQL Server Browser not running

For more information, click here.
For details on resetting the session controls, click here.
For detailed instructions on updating your licencing, click here.
Much like an installation IRIS offers a fully managed service but detailed instructions are available here.
After an installation or update failure your IRIS software will roll back to the previously installed version. This will allow you to continue working while we investigate the issue

In order for IRIS Support to investigate the cause of the failure we will need to see your log files.

For more information, click here.
An error is being generated:

'failure to load library isoltfup.dll" when trying to access the IRIS modules specifically IRIS Time.

For more information, click here.
There are a number of reasons why errors may occur.
It is recommended that any anti-virus software is switched off during the upgrade process.

The installation will require approximately 5GB of space available on the C:\.

To free up space delete any temporary or other unwanted files.

To free up space, delete any old IRIS backups found in the IRIS\DATA\SQLBAK folder.
The installation log files can be found in the Logs folder in the main IRIS directory.

1. Right-click on the IRIS icon and select Properties.
2. Click Open File Location (or Find Target).
3. In the new window, locate the folder called Logs.
4. Attach the contents of this folder to an email addressed to support@iris.co.uk along with the company name and company reference number.
This error indicates that the download is incomplete or has become corrupted.
Try the download again, saving the file to the desktop.
Check the file size matches that stated on the download page and then retry the update
The Configuration S/D error suggests that the system paths are incorrect.

Go to Installing a network version of IRIS for details on configuring IRIS for network use.
They are usually available on DVD 3 - 4 weeks after the initial web release.

If you require the update on disc email support@iris.co.uk with the subject line of DVD Request along with the company name and company reference number.

IRIS Pre Installer Health Checks

The IRIS installer employs a Health Check that can diagnose any potential issues prior to installation.

Any warnings displayed can be ignored; the installation will continue as normal.

If there are any failures then click Save Results and email them to support@iris.co.uk

Upgrading to Windows 10

After upgrading to Windows 10, it has been identified that some users will encounter the following error when trying to open IRIS:

Resolution

  1. Click Start | All Programs | Microsoft SQL Server 2008 R2 or 2012 / Configuration Tools / SQL Server Configuration Manager
  2. From the open window select the SQL Server Services option.
  3. Right-click on the option for your SQL Service, by default this is SQL Server (IRISPRACTICE) but this can include variations such as SQL Server (SQLEXPRESS) and may not always appear as the example.
  4. Select the option to Start. Wait for State to display Running, close the window and retry the IRIS Main Menu.