Errors
Error Cannot find or create the font X. Some characters may not display or print correctly when exporting reports to PDF
This error means that something removed this font from Windows, usually the antivirus. You can disable the antivirus and repair or reinstall Kennel Connection. Make sure you backup your database and Pix/KCDocs/Receipts folders if you are attempting a ...Export utility does not include all clients or emails
If you are using the Export utility and notice is not pulling the entire email list, it usually has to do with the service checkboxes. Click on File, Export. The checkboxes for Groom, Board, Daycare, etc. pull from the labels on the pet's card. For ...Error 75 when exporting the client or email list
This error means you don't have permission to save/write to the drive you chose. The easiest workaround is to export to a different drive. For example if you are exporting to the C drive, plug in an external drive and export to that drive instead. ...Error 509, nothing to do, when restoring a backup
The program was never opened to set the install path. Open the program. It will open to the registration screen. Cancel out of that so the program closes. Then you will be able to restore the database.Error 508 or insert disk #2 when backing up
This error can be caused by two issues. 1 - Your flash drive is full. Either delete out old files and backup again or buy a new flash drive. 2 - You are trying to back up to a CD. Kennel Connection is not a CD writing program. You will need to ...Error 503 when backing up the database
This error occurs when you are trying to backup Kennel Connection to a CD drive. Kennel Connection is not a CD burning program. You will have to back it up to the C drive and then use a program to burn it to a CD This error can occur if you are ...Error 5, access is denied, when backing up the database
This error means you don't have permission to backup to the drive you are choosing. 1 - Backup to a different drive. For example if you are backing up to the C drive, you can choose an external drive instead. 2 - Run the backup/restore utility on ...Error 429, active x component can't create object, when creating invoices or receipts
This error occurs when you have the QuickBooks DirectLink set for automatic sync but QuickBooks is not installed on this computer. QuickBooks needs to be installed on every computer on your network if you are going to set it to automatic sync. You ...Error 383, Text property is read only, when booking multiple pets
This error is caused by regional time settings in Windows. Remedy: Close Kennel Connection and open the Windows Control panel. Locate the "Region" or "Regional" settings. Once inside, at the bottom, click on "additional settings" then at the top of ...Error 3055 when installing a patch
This error means you are not installing the patch to the correct folder. It needs to be on the main computer where the database is. Assuming Kennel Connection is installed on the C drive, it needs to be installed to the C drive, KC7 folder.Error 3011 - msjet cannot find msysdb
This error means the database is corrupted beyond repair. The only solution is to restore from a backup. Click here for directions.Error 1907: Could not register font. Verify that you have sufficient permissions to install font
This error can happen when printing barcode labels. This is a Microsoft error, not a Kennel Connection error. Below are a few websites that list information on this error. If this doesn't help, you will need to contact a local technician for more ...Error 1310, error writing to file, when installing an update
This error means you do not have permission to write to the drive. This caused by Windows settings, not Kennel Connection. You will need to log into the computer as the Administrator and try again. If it fails again, you'll need a local technician ...Error "Update or CancelUpdate without AddNew or Edit" when attaching documents to client or pet records
This error is usually caused by the document name being too long. Shorten the name and make sure it contains no special characters such as quotes, brackets, asterisks, etc. If the error still occurs, contact support at ...Error "the server principal is not able to access the database" when backing up
This error means that the permissions are incorrect and the Windows user is not allowed to access the database due to SQL security restrictions. This is an SQL server issue and it is possible that it needs updating. Please note: We only support ...Error "the remote computer you are trying to connect to cannot be reached because it has reached the maximum number of remote connections allowed" when trying to open/use Kennel Connection on a workstation
This means the server/main computer isn't taking anymore incoming connections via the network. You will need a local technician to assist. We only support Kennel Connection, not network issues.Error "Record is deleted" when using Kennel Connection on a workstation
This error is caused by a network drop in which the workstation computer loses connection to the main/server computer. When KC attempted to retrieve information from your database on the main/server computer, it could not retrieve the information and ...Error "ODBC SQL Server Driver Communication Link Failure" on a workstation
This error is being caused by a network drop. Reboot the computer to see if it reconnects the network. If not, click on Start, My computer/Computer to see if the network drive is listed. There may be a red X on it. Double click to see if it will ...Error "No webcam detected"
KC has no setting for webcams and has no control over the use of the webcam. It will search Windows for a compatible imaging device and use it if one is available. This error either means the webcam is not compatible with Kennel Connection or there ...Error "Microsoft ODBC SQL Server driver DBNETLIB Connection Write send" when using SQL server
Cause 1 - This is a network drop where this computer is losing connection to the server/main computer. Sometimes just rebooting the computer is enough to get it to reconnect. If that doesn't work, technical support can attempt to network it again. ...Error "login failed, login is from untrusted domain and cannot be used with Windows" when attempting to backup the database
Cause 1 - SQL databases cannot be backed up from a workstation. Be sure you are backing up from the server/main machine. Cause 2 - Open the KC7 folder and double click on the wkennel.ini file. It is the Configuration Settings. Scroll to the ...Error "Database wkennel cannot be opened due to inaccessible files or insufficient memory or disk space" when doing a backup
This error means the disk/drive you are attempting to backup to does not have enough free space to create the backup file. You will either need to free up available space or select a different drive with more space available.Error "Data provider returned an E_FAIL status" when using KC
If this is a workstation, try the same action on the main computer/server. If the error does not happen, it was most likely due to a network drop, even one that only lasts a moment. Try the action again on the workstation. If you continue to get the ...Error "Database error: The server principal is not able to access the database under the current security context" when attempting to backup the database
This error means there is a permission issue when attempting to backup. It can be due to Windows permissions on the drive you attempting to backup to, or some security setting in Windows changed for the database files themselves. Right click on the ...Error "cannot open database requested by the login, the login failed" while using SQL server
To fix this, open the KC7 folder, located most likely on your C drive or in Program Files on your C drive. Double click on the wkennel.ini file. You will have several wkennel files. If you do not see the extension .ini, hold your mouse over each ...Error 'Query timeout expired' when logging in from any computer
This error means that the SQL server is going into an idle state. This disconnects Kennel Connection on all machines, including the one on the server. You need to stop SQL server from going into an idle state. Please see Power settings instructions ...
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.