If you’re having issues with Rock Gym Pro, please scroll down for a list of troubleshooting tips.
If you’ve left us a voicemail or sent us an email after hours we’ll be sure to get back to you as soon as possible.
Monday – Friday, 8:30 am -5 pm PT.
Days We’re Out of the Office (Holidays):
New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas.
Limited Support Days (Email Only):
President's Day and Veteran's Day
Emergency Troubleshooting Tips
1) Waiver System is not working, working slowly or waivers are not being delivered
- Please read the TROUBLESHOOTING POST on our forum
- Check that date/time/and timezone on ALL your computers is correct. You can double-click on the clock within the RGP application to check to see if your times are correct.
- If you are using RGP's integration with Smartwaiver, you can try logging into your Smartwaiver account directly, via https://app.smartwaiver.com/login.
2) The FIND DOCUMENTS button has been replaced with a DIGITAL WAIVER button and you are unable to accept new documents
This indicates RGP is having trouble validating your support key and is always caused by an intermittent internet connection problem. Be sure you can access the internet WITHIN INTERNET EXPLORER on the computer having trouble and then restart RGP. If you continue to have trouble, go to Data Entry -> Manage -> Settings and click the CHECK button next to the activation key.
3) RGP is reporting 'OUT OF MEMORY', 'TOO MANY CONNECTIONS', or 'DATABASE LOCK-WAIT TIMEOUT' errors
Restart every computer running RGP, including the MySQL server.
If RGP continues to report too many connections, please download and run the MySQL Configuration Utility.
4) Cannot start RGP software - MySQL is unreachable
If RGP stopped working and it is claiming MySQL is unreachable, then either MySQL has stopped working, your local area network has problems, Windows firewall is blocking MySQL, or the IP address of your server has changed or is not reachable.
- Be sure your MySQL server computer is running. This is the computer running your RGP database, not a workstation.
- Check that the MySQL service is running on your server. Go to Control Panel -> System -> Administrative Tools -> Services and look for the MySQL service and make sure it is started.
- Be sure your server computer is reachable on your network for things like file sharing and printing. If it is not reachable, check your network connections and hubs.
- Check the firewall on your MySQL server and be sure it is allowing MySQL inbound/outbound connections (port 3306). Sometimes Windows updates will turn on the firewall and start blocking MySQL. To test if the firewall is the problem, disable the Windows firewall on your server and see if that solves the problem.
- It is possible your server IP address has changed, or the name used to access it is not resolving, we do recommend a static IP address for your RGP server computer. Find someone who understands Windows networking and have them point the RGP workstations at the new IP address. They will need to find out the IP address of your server and then launch the RGP configuration wizard on each workstation and update the IP address. The configuration utility is located at Start -> Program Files -> Rock Gym Pro -> Utilities.
5) OpenEdge/X-Charge credit card processing is not working
All credit card processing functionality happens within an embedded web browser inside of the RGP application. If your credit card processing has stopped working, the most likely issue is a local or regional internet issue reaching OpenEdge’s web server. Alternately, OpenEdge could be having a temporary service disruption. If all other internet services are operating normally, please contact OpenEdge directly at 1-800-774-6462 option 2.
6) Your server crashed
- Find another computer running Windows 10
- To restore to another computer you will need 4 pieces of information- your Encryption Key/MySQL password/RGP Plan Activation and Online Group Key
- If possible, make this computer have the same IP address as the old server. This will make connecting the workstations a non-event.
- Download and install RGP, including the built-in installation of the MySQL server, onto the new computer.
- When installing MySQL Server and going through its configuration wizard, be sure to enable the options to “Allow MySQL through firewall” AND “Enable Root Access from Remote Machines”
- Create a new, blank RGP database.
- You will need to enter your Rock Gym Pro Plan activation key: go to Data Entry -> Manage -> Settings and enter your support activation key that you hopefully put in a safe place. Then go to Data Entry -> Manage -> Maintenance -> Backup and Restore -> Offsite Archives and restore the latest archive. You will need to enter your master encryption key and then re-enter your support activation key. Hopefully, you put your master key in a safe place as well! Then point all your workstations at the new server.
- Re-enter your support activation keys after restoration. You’ll also need to enable the transactional mail system and disable its test mode.
- Download and run the MySQL Configuration Utility supplied by Rock Gym Pro
- You will want to uninstall MySQL server from the old computer to make sure it doesn’t “wake up” and download waivers. See the detailed instructions link below.
If you require further assistance, please view the RGP Restoring/Moving RGP Database support page.
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