Troubleshooting
Windows 10 Upgrade troubleshooting guide
Microsoft has recently begun forcing the upgrade to Windows 10 on some machines. During this upgrade, some network, SQL server, and printing settings have been getting changed or returned to default. In some cases, this has caused issues opening ...Windows 10 display issues
Windows 10 uses an entirely new display model and has been causing display issues for all kinds of software and application programs. There are thousands of web articles of things to try and how to resolve certain issues but we can't say for sure ...Uninstalling a Windows update
Sometimes Microsoft will release updates to the Windows operating system that may have some bugs in the updates and ultimately causing sudden and random issues on your computers. Uninstalling Windows updates is nothing we can assist with nor will we ...Unblocking blocked files
Issue: When attempting to run an installer or update file for Kennel Connection, Windows is saying the file has been blocked. Solution: Whenever Antivirus, Browser Security or even the Windows Operating System is blocking a file from running, you ...Unable to network computers using Norton antivirus
Norton can block sharing computers on a local network, not allowing you to see other computers on the network. Please follow the information in this link to disable "Intrusion Prevention" and put exclusions into place that will allow Kennel ...Unable to network computers while using McAfee antivirus
You are unable to map a network drive and cannot see the host computer, which is running McAfee antivirus. McAfee was updated and is now blocking Windows File Sharing. Open a port in McAfee SecurityCenter. Double-click the M icon by the date and ...Unable to download full update on Windows 8 or Windows 10
When downloading a Kennel Connection update, the download takes seconds, there is an update icon on the desktop, but it is only a partial download. Windows Smart Screen Filter is enabled. This blocks Webex and Teamviewer from opening. Open Control ...Timecard reader beeps and changes color but no punch is recorded for particular employee
When using the timecard reader, it beeps and changes color, but no punch is recorded. This usually affects just one employee. The reader works fine for all other employees. There is an errant future punch that needs to be deleted. Click on File, ...Strange names show in Audit Trail
If you notice strange names showing in Utilities, Audit Trail, it is because instead of logging into Kennel Connection, the employee bypassed the login screen. When this happens and you have security enabled, KC will record the name of the computer ...Sounds do not work in Kennel Connection
While using Kennel Connection, there is no sound for popups, error messages or when something is clicked incorrectly. There is no setting in KC to adjust sound and it has no control over it. Be sure your volume is not muted or turned down low. ...Set print tray option
Print jobs from Kennel Connection are printing from the wrong print tray or you are getting a message about which print tray to use. Kennel Connection does not have control over print jobs after they have been sent to the printer. When it is asking ...Screen is partially or completely blacked out
While using Kennel Connection, the screen is suddenly partially or totally blacked out. Partially or totally blacked out screens are caused by failing video cards or bad drivers. This is not related to Kennel Connection or the database nor are there ...Reports showing dots for business name or font error screen
If you are trying to print reports from KC desktop and part of your header info shows as dots like this: Or you see any errors like this: You are missing the walkway fonts on your machine. Please close Kennel Connection on that computer and save the ...Reports printed from Kennel Connection include a blank page
Kennel Connection has no control over a blank page being printed and there is no setting in KC to stop it. Once a print job is sent to the printer, it is up to the printer to finalize the job and print the report correctly. Uninstall/reinstall the ...Record Locks
There may be times when you open a pet card, client card or appointment screen and buttons are grayed out so you can't click on anything. You may also see a message this that it is locked. This means KC thinks this record is locked or opened on ...Nothing happens when attempting to print from Kennel Connection
Symptom: You click Print in Kennel Connection but nothing happens. Cause 1: The print queue has multiple print jobs stuck in it and must be cleared out. Remedy 1A: Open your Windows Control Panel and go to Devices and Printers. For Windows 7: ...Network errors after upgrading to Windows 10
After upgrading to Windows 10, all of your workstations may be unable to connect to the server/main computer and show mapped drive errors. The normal procedure is to open Computer and double click on the network drive (there will be a red X on it) ...Kennel Connection does not print 2-sided documents
You have the preferences set for two-sided reports (full duplex mode) in Kennel Connection under File, Printer Setup, Preferences. But Kennel Connection only prints one-sided reports. In Kennel Connection, when you click on File, Printer Setup, the ...Kennel Connection 7 High memory usage warning
If at any point during your use of Kennel Connection 7 you encounter a "High memory usage" warning, it mean's it's time to close and re-open Kennel Connection. Kennel Connection should be closed down each night. Like any other software, when KC is ...How to stop Windows 10 from changing your default printer
A new feature of Windows 10 is allowing Windows to control which printer is set as your default. With this new feature, Windows will set whichever printer was last printed to as the "Default". While this can be a good option in some cases, it is ...How to send Kennel Connection logs to Support
If you are ever requested to send your Kennel Connection logs to support, simply click Help, Send Logs. Then type a detailed description of the error and what you were doing when it took place and send to us. Below is a video tutorial:Export button not working or no file type export options
Some users may notice that the export button does not do anything. This is common when Kennel Connection is installed on a server or when KC is run through a remote desktop/terminal service environment but can also happen in regular workstation ...Disabling SmartScreen filter in Windows 10 Creator update
Press the Windows key + S key to bring up the search or use the search bar on your task bar if you have one. Type in "Windows defender" without the quotations and click on the "Windows Defender App" to open it. Once inside Windows Defender, click on ...Disabling SmartScreen filter in Windows 10
From your desktop, press the Windows key + X on your k eyboard to bring up the administrative menu. Choose "Control Panel" or use the search bar built into the task bar and search for "Control Panel". In the upper right hand corner of the control ...Disabling UAC on Windows 10
From your desktop screen, press the Windows key + X on your keyboard to bring up the administrative menu. Choose "Control Panel" or use the search bar built into the task bar and search for "Control Panel". In the upper right hand corner of the ...Disabling UAC on Windows 8
Open your Windows control panel. To do this, move your mouse to the upper right hand corner of the screen to bring up the Windows menu. Click search and type in 'control panel' without the quotations. Over on the left, click on 'control panel'. In ...Mapped Drive Issues-Icons are missing, display as bubbles or words on a workstation/Printing Errors
Icons are missing, display as bubbles or words on a workstation/Printing Errors Icons are missing or display as bubbles or words on a workstation or you have blank reports or network drive errors when opening KC software. Symptom: You are using ...Adding SQL Server Exceptions to Windows Firewall
Adding SQL Server Exceptions to Windows Firewall Adding SQL Server exceptions to Windows Firewall In order to allow workstations to connect to SQL Server on your main/server computer, Windows Firewall exceptions will need to be added. Complete the ...Error: There was a problem connecting to the database
Error: There was a problem connecting to the database/SQL is Offline/KC won't open. Error "There was a problem connecting to the database. Do you want to try restarting the service?" Symptom: You are getting the error "There was a problem connecting ...Disabling password protected sharing in Windows
Disabling password protected sharing in Windows If you are attempting to reconnect a disconnected mapped KC7 drive OR map a new one and you are getting a pop-up for network credentials, usually this means all you have to do is enter your Windows user ...
Recent Articles
Processing a Transaction in Kennel Connection with Cardpointe Integrated System:
Processing a Transaction in Kennel Connection with Cardpointe Integrated System: If you've never used integrated Credit Card processing before in Kennel Connection, you'll be used to seeing the options to choose a type of Credit Card but not actually ...Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System:
Voiding a transaction in Kennel Connection when processing with Cardpointe Integrated System: Go to the Accounting tab and select Credit Card Management button. It will have you sign in depending on your settings. Click View. Please note: only users ...Email Setup - Office 365
Here are the settings for Office 365 accounts. **IMPORTANT: You must enable the SMTP option in your Office 365 account. This can be accessed multiple ways. 1. By going to https://outlook.office.com and logging in with your email you want to use. ...Unhandled Exception Error System.FormatException An invalid character was found in the mail header
Unhandled Exception Error: System.FormatException: An invalid character was found in the mail header: '>'.: Symptom: When attempting to send emails to multiple customers under the Utilities>Send Email option, you may sometimes receive an Unhandled ...Hello-Groom - Dashboard views
You have the option for three different dashboard views. The Compact and Comfortable Views allow you to see most of the information related to the pet and the client including packages, warnings, vaccine dates. You are able to create an invoice ...
Popular Articles
How to Set an App Password in Gmail
If you're reading this article, odds are you're attempting to use an @gmail.com account OR a Google Workspace (paid Google email account) inside of Kennel Connection to send emails to your clients and the email settings are failing OR you're ...SMS Opt-In
Due to the new federal regulation called 10DLC, all business numbers that send out SMS messages are now required to register their SMS numbers. These regulations provide your clients the option to opt-in or out of receiving these messages. Below ...What is Additional Fee & how does it work?
Kennel Connection Additional Fee Program Features: Implement an additional fee on your invoice total that allows you to offset other business expenses. How does it work? Let’s say you have a client invoice for $100. When selecting to use a card for ...PawLoyalty - Extending the calendar
You are able to book appointments up to 13 months in the future for PawLoyalty. Please note: This may take several minutes to update. To extend the calendar, click on PawLoyalty logo, Schedule. Click on Update hours. Put in your hours and Save. This ...Waitlist appointments
You are able to keep a separate list of appointments on the Waitlist when you don't have availability on your active schedules. When making the appointment you can click on the Add to waitlist box before hitting OK to save the appointment. Click on ...
After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.