FAQs our Clients Ask . . .

How do I set up DonorWorks for multiple users?

To set up DonorWorks for multiple users, you need to change the serial number on each machine. You will need to purchase a new serial number from Suran Systems, Inc. in order to do this. Call us for a new serial number and enter it in DonorWorks: Miscellaneous: Periodic maintenance: Change serial number. Do this on each machine where DonorWorks is installed.

Why are my Year-to-date totals or calendar year totals not right?

The end-of-year process may not have been run. Check your fiscal year start in Setup: User defaults: Money. If this is not correct, your end-of-year process has not been run. All year-to-date reports get their starting point from this date. Just changing the date will not fix the problem. Call us!

Some of my gifts are not showing up in reports. Why is that?

1. Are your gifts posted? They will not show in most reports until they are posted.
2. Is the date of the gift correct? Is the year of the gift correct? Look at one of the gifts you are expecting to see and check the date.
3. If your report is in Query & Report, have you selected Query & Report: Money?
4. Have you deleted any codes? Designation, Worker, Appeal & Type codes that have been deleted will result in the gifts with those codes being “invisible.” Call us.

How do I edit or void a gift?

Select the gift to be changed from the Constituent window: Money menu: See all gifts. When you double-click on it, it will bring up the Gift entry screen with this gift displayed. From the Main menu you can select Edit gift or Delete/Void gift. [Once a gift is posted you cannot edit (except certain fields) or delete it; it must be voided.] Make your changes to the gift and save it. Be very cautious when changing gifts that were applied to pledges; DonorWorks will give you some warning messages. Read them carefully.

Where do I change report margins? Letter margins?

Check your report margin defaults in the Setup: User defaults: Miscellaneous. Your letter margins are setup within each letter. Go back to where you created the letter in Setup: Correspondence: WorksWrite. Select your letter and pull down the Format menu, choose document, set your margins.

Why don't my envelopes print (or why don't they print in the correct area)?

Check your envelope margin defaults in the Setup: User defaults: Miscellaneous. Typically an HP Printer will require a negative number in the left envelope margin default. Change your default and print on plain paper until it is aligned correctly. Also check the default checkbox for envelope feeder on this window. Is it on? Do you have an envelope feeder?

Check your address blocks in the Salutations screen. If address blocks are not set up for each constituent, names on envelopes and labels may not print.

Why aren't my address labels lining up right?

Check your label margin defaults in the Setup: User defaults: Miscellaneous: Letter/label defaults. Adjust your default and print on plain paper until it is aligned correctly.

Why are my address labels blank?

Check your address blocks in the Salutations screen. If address blocks are not set up for each constituent, names on envelopes and labels may not print.

My query didn't bring in any of the people that I expected it to! Why?

1. The appendix at the back of the manual lists all the field names available to you and what files are connected. Make sure your choices are connected.
2. Have you chosen the appropriate type of query? For example, if you are searching for gifts in Query & Report: Demographics, your search will not be successful. You will need to search in Query & Report: Money.
3. Have you chosen any additional tables to query? If you are looking for something from the executive screen, make sure that you have checked the Executive box.
4. Have you added an unnecessary AND or OR? These are usually implied and do not need to be included. Try removing them and running your query again. Recheck the rules in Chapter Sixteen: Query & Report.
5. Is the information that you have entered in the Comparison value field exactly the same as what you are searching for? For example, if your Group code is “PAR” and you have entered “Par” in your Comparison value field it will not find any records matching your criteria.
6. Try removing some lines to see where the query is getting hung up.
7. Enter a person into your database that matches all criteria and search again. This may show you that the query is working, but there is no one in your database matching your criteria.

NOTE: Please check Chapter Sixteen: Query & Report for additional reasons that searches fail.

Still not working?
Print a copy of your query format (from the Modify menu: Print query), indicate what you are expecting the search to do, and what it actually does and FAX it to us at 859-873-5763.

Now that I have my list of people, how do I send it to a mailing house?

From the Options menu: Select report: Mail merge/spreadsheet. Mail merge fields and labels must have been set up in Setup: Correspondence: Mail merge.

What do I need to do before calling tech support?

Before calling for technical support, please read the Technical support section in Tutorial Four: DonorWorks Basics. Have the requested information on hand so that we can answer your questions as efficiently as possible.