Before rebuilding the security file (master QXM), try the options below:

Warning: Do not replace the Global folder if the customer has Document Management. Document Management uses the security user GUID unique to each Global folder. It does not link via the user name. Replacing the Global folder will cause Document Management to be out of sync and to not function correctly.

Option I: Run the Configuration hub: C:\Program Files (x86)\Timberline Office\Shared\Sage.Application.ConfigurationHub.exe

Option II: Backup the Global folder and run File Doctor on ONLY on 'All Companies' and 'QX Files'

Option III: Restore the Global folder (or master.qxm and PVData\master_qxm) from backup

Option IV: Rebuild the security from a blank Global folder

If the security must be rebuilt, be sure to include in the support ticket case notes:

• Exact version including revision and update numbers
• Reason for recreating security from a blank Global folder
• Did they try restoring to a backup master.qxm (PVData\master_qxm)? If yes, what happened? If no, why not?
• What other solutions were tried?

An official request from the customer is REQUIRED before we can reset security. The request must:

• Be on company letterhead
• Include the account number, account name, and contact information
• State that they authorize Sage to remove their security setup and provide a new blank security file (Global folder).
• Be signed by an officer or owner of the company

Once the official request has been received, it should be attached in Fusion to the customer interaction. Then proceed with providing a new blank security file (Global folder).