Frequently Asked Questions
Overview
Select the suitable heading below, then click on the issue to see it's solution.
If you can't find what you are looking for below, try the relevant topic in the side menu for specific SoloAssist view instructions, user tips, and troubleshooting.
Device Setup
Device Requirements
Click here Device Requirements
O/S Windows 10 or 11
Microsoft Windows 10 prior versions are not supported by SoloAssist.
Ensure your Windows 10 or 11 settings have the correct Date, Time Zone, Regional Formats, and Language for Australia (English). Incorrect settings can cause SoloAssist to not work correctly.
For devices using Microsoft Windows 10, use the steps below.
Setup Dual Screens
To setup dual screens in Windows 10, follow the steps below.
You can now move window applications from screen to screen by dragging the window heading bar to the other screen and tapping it on the top or side of the other screen to maximise it automatically. Alternatively, you can use the square Restore Down / Maximise button in the top right-hand corner of your application window.
Apple Mac
For device specifications, see our Requirements page.
To setup your Apple Mac for SoloAssist, follow the steps below.
Although you can use Apple Boot Camp or VMware Fusion, we recommend using Parallels. Its our customers preferred choice.
Software Setup
Can SoloAssist be installed on a server?
SoloAssist is not designed to be installed or run directly from a central server. SoloAssist is designed to be installed through your devices User account not an Administrator account. However, you should not have a problem file sharing from a central server with using SoloAssist to access and save the files. E.g. SoloAssist Quote Files (.quo), Plans (.pdf)
How do I install SoloAssist?
How do I install SoloAssist to a 2nd device?
SoloAssist Estimating + Plans and Plans (standalone) both allow you 2 device activations per user.
Use this link to Download & Install SoloAssist. After installing, SoloAssist will prompt to activate using your Activation Key which is found in your email from SoloAssist.
If you cannot find the SoloAssist email with your Activation Key, go to the SoloAssist website Contact page, select User Request and select the option to Change Device, Activation Key. We will then send you a Download link & Activation Key.
How do I setup SoloAssist between multiple devices?
By default, SoloAssist saves your quote files to Documents ► SoloAssist folder on your computer. To share your quotes or jobs between multiple devices / users, you will need to save your quote files, plans, and any other documentation to the same central share folder location. You will also need to share your SoloAssist Databases folder location.
Option 1 - Use a shared network folder, located on your computer or server.
Option 2 - Use an offsite (cloud-based) sharing application such as: OneDrive, SharePoint, Dropbox, Google Drive
SoloAssist Databases
After the central shared folder location is setup, ensure all devices with SoloAssist installed are setup to the same Databases Folder Location as shown below.
From the computer with the most up to date SoloAssist databases, copy the Databases folder from the SoloAssist folder in Documents ► SoloAssist and paste it into the new shared folder location. Then on each device, go to the SoloAssist Home menu ► Options ► Databases ► Databases Folder Location and select Change, then browser your folders to select and re-setup the Database File Location path to the new shared folder location. All your devices need to show the same location in this field.
If you require assistance, please contact your local IT technician.
How do I uninstall SoloAssist?
Note: If you're reinstalling SoloAssist, ensure you've copied your SoloAssist Home menu > Options screen. It shows where your folders and files need to be connect back to after reinstalling. (IMPORTANT)
Uninstalling
Go to the Windows Start menu, select Settings ► Apps ► Apps & features, scroll down then select SoloAssist in the list, click Uninstall and follow the prompts.
Uninstalling SoloAssist only removes the software from your computer, it doesn't remove any of your existing work folders, jobs or database files.
If you require assistance, please contact your local IT technician.
How do I reinstall SoloAssist?
1) Read How do I install or uninstall SoloAssist? (above for more information).
2) Ensure you have a screenshot or copied your SoloAssist Home menu > Options screen/page. This shows where your SoloAssist folders and files need to be connect back to.(IMPORTANT)
3) Uninstall SoloAssist, then reinstall again. Read How do I uninstall SoloAssist above.
NOTE: It's not necessary to backup your work before reinstalling. Uninstalling SoloAssist does not remove any of your existing work folders, job or database files. Also, you do not require a new Activation Key when reinstalling to the same computer.
How do I move SoloAssist to a new computer?
Go to the SoloAssist Contact Us page and select the form to request a new download link & product key. We will then send you an email to the details we have on account with your new SoloAssist download link and product key. Typically, the request is processed within 24hrs (excluding weekends, public & festive holidays).
Once you received the new download link and product key, then uninstall SoloAssist from the previous device/s.
How do I update SoloAssist to the latest version?
Each time you open SoloAssist, it automatically checks for updates over the internet. You may be required to open and close SoloAssist a few times to activate the update.
Some anti-virus and firewall software can block SoloAssist from downloading updates. You may need to temporarily disable these applications or add an exception rule into the conflicting application to allow SoloAssist to update successfully.
General
Trial Period
How do I connect SoloAssist to XERO or MYOB?
In the SoloAssist Home menu, select Add-Ons. Then in the XERO or MYOB Connection boxes, select the Learn More button. This will explain all you need to know about the XERO or MYOB connection. To learn more, click below.
Go to our XERO Connection page.
Go to our MYOB Connection page.
How do I email Quotes, Variations, Purchase Orders or Invoices?
When printing reports from SoloAssist, select the Microsoft Print to PDF printer option, then select Preview. After reviewing the document, select print to save the report to PDF which you are then able to attach to an email.
Where are my quotes saved?
SoloAssist quote files can be saved to anywhere on your computer.
By default, SoloAssist saves your quotes to Documents ► SoloAssist ► Quotes & Jobs ► Quotes Open folder. Go to the SoloAssist Home (menu), select Open Existing Quote, then the Open Quote window will open for you to locate the quote file.
If you cannot find your quotes in this folder, then you may have saved them to a different folder on your computer. You can search your computer using File Explorer and typing *.quo into the search field.
Import a CSV file to Excel
Open Microsoft Excel ► Open New Blank workbook ► Go to the Data tab ► Select From Text/CSV (Get & Transform Data) ► then find & open the CSV file you're wanting to view or edit ► File Origin 1252: Western European (Windows) ► Delimiter Comma ► Select Load
If you require assistance, please contact your local IT technician.
Digitally sign documentation
If you have a touch-screen device with a digital pen, you can digitally sign any PDF documentation saved from SoloAssist.
GST Inclusive / GST Exclusive
SoloAssist is designed to always include GST into all end Totals. However, it will always show the GST amount and the exclusive GST amount above the Total inclusive GST. Always check the fields you are entering your rates or quotes into are either (ex. GST) or (inc. GST).
Where is my user license number?
Remember, your user license number is not your product key.
If you have multiple SoloAssist user licenses, open the SoloAssist menu, select License and it will show your Registered Name, License #, and Expiry Date. If no license number is showing e.g. License #1, License #2, License #3, then it means you only have a single user license.
Software License Renewal
If your SoloAssist 'User Renewal' is not paid by the expiry date shown in your SoloAssist Home (menu) ► About ► Subscription or shown on the User Renewal Invoice as the due date. Then a grace period of 30 days will be given from the expiry date before your user access is deactivated. This means you will not be able to use SoloAssist Estimating or Plans after this period to open or view previous quotes or jobs. However, once your 'User Renewal' has been paid, your access will be reestablish. In the event this happens, you will not lose any of your previous data e.g. quotes, Jobs, takeoffs, etc.
Please read our Software Terms of Use for more information.
Accounts, Billing, User Renewal, Activation Key
I have a user Account question?
Please use the SoloAssist website Contact us page for all user account questions. We have automated forms for you to submit for all types of questions. From receiving your submission, we will reply the same or next business day.
Change your Account details with SoloAssist?
The SoloAssist website contact us page has an option under Accounts to submit your business change of details. Optionally, it can be change and submitted combined with your user renewal through the SoloAssist website User Renewals. This request is processed the same or next business day.
Note: Account changes cannot be made over the phone.
Request new Activation Key and download link?
The SoloAssist website Contact page has an option under Accounts to request a new Activation Key and download link. Typically this request is processed within the same business day. This request cannot be made over the phone.
How do I renew my SoloAssist user subscription?
You can renew your SoloAssist user subscription from the SoloAssist website > Pricing (page) > Renew User. It allows you to pay via credit card or direct bank transfer.
SoloAssist will email you a User Renewal invoice 30 days prior to your annual expiry date. You will then have up to 30 days after your expiry date to make payment before your service is deactivated. The SoloAssist software will also remind you with popup banners 14 days before your expiry date to 30 days after your expiry date. Check your email inbox and or spam/junk mail for our emails.
Troubleshooting
SoloAssist won't download or install?
To fix the problem, try the following.
Option 1
If your device pops up with a window named Opening setup.exe saying Save File or Cancel, select Save File. Then open File Explorer and go to Downloads. At the top of the list you should see a setup Application file approx. 790KB. Double left click on the setup file, this should start the SoloAssist installation process with a window prompting you to select Install.
Option 2
Step 1 - Ensure SoloAssist has been uninstalled from your computer.
Step 2 - Open File Explorer and select the View (tab), then go to Show/Hide in the toolbar and select Hidden Items.
Step 3 - Go to: This PC ► Local Disc (C:) ► Users ► Your Name (Folder) ► AppData ► Local ► Apps
Step 4 - Go to Search Apps (top right-hand corner), type in Solo then delete all folders and files found from the search.
Step 5 - Try installing SoloAssist again.
SoloAssist won't install or update, and is showing an 'Application Install - Security Warning'.
Another application on your computer has modified the registry settings, preventing SoloAssist from installing or updating. To fix the problem, try the following.
Hopefully this fixed your computer's file association problem.
SoloAssist Activation Unsuccessful?
Read all options below first, then try the appropriate option to resolve the issue.
a) Check your Internet connection is stable.
b) Check your Activation Key is entered correctly from the email we sent you.
c) You may need to add SoloAssist to the allowed applications list of the anti-virus / firewall protection software. Or temporarily disable any anti-virus or firewall protection software which could interfere with the SoloAssist activation process.
d) Remember, you have 2 device activations only per user Activation Key. Have you already activated SoloAssist on 2 other devices? If so, you'll need to submit a user request from the SoloAssist website Contact page > User Request > Change Devices, New Activation Key. We will then reset your device activations and send you a new Activation Key.
e) This issue is common.
If you've installed SoloAssist onto a new computer, reformatted your device, or newly installed a Microsoft Windows O/S. Then your Microsoft O/S Windows 10 or 11 regional settings are probably set incorrectly. To check this, go to your Windows Start menu ► Settings ► Time & Language ► Date & time ► Region & language. Then ensure the following Windows Settings have been set correctly. See below, After changing any of the following Settings, Restart Windows for the new changes to take affect. Then try opening SoloAssist again from your desktop icon, and enter the SoloAssist Activation Key.
If you require assistance, please contact your local IT technician.
SoloAssist updates are failing to complete?
Try the following to resolve the issue:
SoloAssist keeps asking for my Activation Key? - Option 1
In the event, SoloAssist keeps asking to reenter your Activation Key. After opening a job file (.quo) from File Explorer directly, and when open the same job file it works correctly through SoloAssist Open Job. Then the following steps should fix this issue:
Step 1) Close SoloAssist
Step 2) Open File Explorer, right-click on a SoloAssist job file (.quo), and select Properties from the menu.
Step 3) In Properties ► General tab ► go to Opens with: ► click Change.
Step 4) Select the default app as: ClickOnce Application Deployment Support Library, then select Save or Set default.
SoloAssist keeps asking for my Activation Key? - Option 2
If when opening SoloAssist it keeps asking for your Activation Key, you may need to manually clear the old Activation Key from your device.
Try the following to resolve the issue.
b) Second, ensure SoloAssist is closed, then try opening SoloAssist by double-clicking on a quote (.quo) file from its saved location on your device. It should open SoloAssist automatically. If the license agreement and Activation Key keeps popping up in both a) and b), then continue to Step 2.
The exact file path location will slightly differ to the example shown above. Folder names, letters, and numbers will vary on each computer. There should only be one or two folders that you need to check to delete the identity.dat file. Check the neighbouring folders, as sometimes there are 2 identity.dat files that need to be deleted. After the identity.dat file has been deleted, close File Explorer.
SoloAssist won't open? - Option 1
If SoloAssist is not opening after selecting its desktop icon, then try the following:
If the above steps didn't work, try Option 2.
SoloAssist won't open? - Option 2
If SoloAssist is not opening when you click on its desktop icon. Then the issue might be caused by your device user permissions not allowing SoloAssist to open. Try the following steps to resolve the issue.
SoloAssist won't open? - Option 3
If SoloAssist is not opening when you click on its desktop icon. Then try the following to fix the issue.
Click here https://www.soloassist.com.au/help-centre/whats_new#software_version
b) Go to Windows Settings ► Apps ► SoloAssist and check it's showing the same latest version number. A single click on SoloAssist in the Apps list will show the SoloAssist version number.
c) Then in the side menu, select Default apps, then select Choose default applications by file type. Scroll down the Name column to .quo / SoloAssist and to its right-hand side in the Default app column it should say: ClickOnce Application Deployment Support Library. If its blank, select it. Once it's showing correctly, proceed to Step 2.
Once you have successfully opened SoloAssist, reinstate all your Antivirus/Firewall protection.
b) or SoloAssist won't open?
Uninstall SoloAssist then reinstall it again. Check your email history for the SoloAssist email we originally sent you with the SoloAssist Download Link & Product Key for activation. Then see Software Setup above on how to uninstall and reinstall SoloAssist.
To install SoloAssist, click here Download
SoloAssist won't open, but is showing in the Task Bar?
To fix the problem, try the following.
Plans won't open, but is showing in the Task Bar?
If your computer has been disconnected from an additional screen or monitor, your computer could still be trying to open Plans on the disconnected screen. In this case, open SoloAssist, go to Home menu, select Options, go to Default Layout and select Reset. Then close and reopen SoloAssist.
Plans won't open, and is showing a message 'You do not have any Plans activations remaining'.
To fix the problem, try the following.
Uninstall then reinstall SoloAssist by going to Windows Settings ► Apps ► Scroll down the list of Apps to SoloAssist, then right-click on it to uninstall.
After reinstalling, open and close SoloAssist a couple of times to make sure it's working properly.
If the issue is still not resolved, try Step 3.
To reinstall SoloAssist, click here Download
Open File Explorer, select the View tab and tick Hidden Items in the Show/hide section.
Navigate to This PC ► Local Disk (C:) ► ProgramData ► IsolatedStorage ► z4qthrfb.asa ► o5whoxgi.33n ► StrongName.x5ocrov0fq43zgyjhpfbe25h3ayaojif ► AppsFiles and delete the identity.dat file.
The exact file location path will slightly differ from the example shown above. Folder names, letters, and numbers will vary on each computer. There should only be one or two folders that you will need to check to delete the identity.dat file. After the identity.dat file/s have been deleted, close File Explorer.
My Recent list has disappeared?
My Column widths aren't saving?
This means your SoloAssist user settings aren't saving. Your SoloAssist user settings folder is saved to: This PC ► Documents ► SoloAssist ► Settings
My Column widths are too narrow or wide?
Use the column header dividers to widen or shorten each column width.
If you are unable to adjust the column widths using the heading bar dividers, go to the Home (menu) ► Options ► Default Layout ► select Reset. Then adjust the heading bar dividers to suit each column's content.
My Suppliers.sdb, PriceList.sdb, PlanScan.sdb file associations are set to the wrong Application Type?
If your SoloAssist Suppliers.sdb and PriceList.sdb files are set to open with the wrong application type. E.g: Adobe Acrobat / Reader or other? This means somebody or another application on your device has changed the application Type used for the file association.
To fix the problem, try the following.
My quote file won't open SoloAssist when I double click on it. - Option 1
If your quote file (.quo) won't open SoloAssist when you double click on it, or it opens the SoloAssist Terms & Conditions to 'I Agree' and asks you to enter the Product Key again. This problem is caused by a file association problem on your device.
To fix the problem, try the following.
Scroll down the list to find the quote file extension .quo, it should say SoloAssist Quote File underneath it, as shown below in the image.
If this fixed the problem, you are now an IT genius!
Due to your Windows 10 personalisation colour settings, the colours below may vary.
My quote file won't open SoloAssist when I double click on it. - Option 2
This problem is typically an incorrect file association. This means that in the past, somebody on your device has tried to open a SoloAssist quote file with another program such as 'Adobe' and reset the file association. To fix the problem, try the following.
To uninstall SoloAssist, go to Windows Settings ► Apps ► Apps & features ► Scroll down the list to SoloAssist, left click on it, then select Uninstall. Once Uninstalled, double check it has been removed from the Apps & features list.
Hopefully this fixed your computer's file association problem.
Time, Date, Language or Currency are showing incorrectly?
Your computers' regional settings are incorrectly set. Go to Windows Start menu ► Settings ► Time & Language ► Date & time ► Region & language. Ensure all the 'Australia' and local settings are selected.
Text is showing too big or small?
Your computer's display settings are incorrect. Go to Windows Start menu ► Settings ► System Display. Ensure your Scale and layout is set to 100% (Recommended).
Suppliers are showing different between computers?
Ensure each computer's database has the same folder location set up in SoloAssist.
The default location for the supplier's database file can be found in Documents ► SoloAssist ► Database. To share this database file with other computers, copy the file to a shared location. Go to the SoloAssist Home (menu) Options, then go to Databases and select Browse and change the Databases Folder Location to the new shared location. Restart SoloAssist for changes to take effect.
How do I restore a quote file backup?
If you are using files saved to OneDrive, Dropbox, SharePoint, Google Drive, etc, you will be able to log into your account and find the file version history to restore it back to a previous version before the problem started.
NOTE: Each time you close SoloAssist it will automatically create another backup copy that overrides 1 of the 5 time spaced backup files. Take care to not override the backup copies with the incorrect or corrupted file. Always fix any file problems as they arise and resave the incorrect file with a different file name to prevent it auto-saving over a good backup file. This way the SoloAssist time spaced backups will not override the original backups.
If you require assistance, please contact your local IT technician.
Can I view old quotes or jobs in SoloAssist if my license becomes deactivated?
Sorry, no you cannot. You need to have an active SoloAssist license to view any previous quotes or jobs.
It's good practice to save all Quotes, Jobs, Purchase Orders, Variations, Sales Invoices, etc, into PDF's as you go. This helps you keep a good history log which can be viewed at any time in the future without an active SoloAssist license.
If you need to renew your SoloAssist license, just go to the SoloAssist website Pricing page, and select Renew License.
Windows 10, Error Messages, OneDrive, Backups
Unable to save Settings Location.
If a message window is showing (1) of the below messages. It's probably created by your devices user permissions. To fix the issue, try the following steps.
Unable to save Settings Location.
Access to the path 'C:\ SoloAssist \ Settings.xml is denied.
or Access to the path 'C:\ Program Files \ SoloAssist \ Settings.xml is denied.
or Access to the path 'C:\ Program Files (x86) \ SoloAssist \ Settings.xml is denied.
Then select Apply, then OK.
Unable to locate or create Program Directory.
Mmmm, something fishy is happening on your computer.
Try the following, to resolve your issue.
Step 1 - Close SoloAssist
Step 2 - Open File Explorer
Step 3 - Go to This PC, then open Windows (C:)
Step 4 - Check to see if you have a SoloAssist folder in (C:). If not, then create a new folder called SoloAssist.
Step 5 - Try opening SoloAssist again.
The path to your databases does not exist.
If SoloAssist is showing an error message saying:
To resolve the issue, try the following.
File may not exist, maybe corrupt, or may not be a quote file?
If you see the error:
SoloAssist could not open the selected file.
OR
File may not exist, maybe corrupt, or may not be a quote file?
This indicates, it may not be a SoloAssist quote file, or the quote file has been corrupted. This may have been caused by a system crash, power failure, virus, etc.
To recover a backup file, check the automatic time spaced backups in: (C:) Documents ► SoloAssist ► Quotes & Jobs ► Backups folder. Additionally, if you are saving files into OneDrive, Dropbox, Sharepoint, GoogleDrive, etc. Then you should be able to log into your account, find the file and restore it to a previous version.
For more information, see How do I recover a backup of my quote/job files?
How do I recover a backup of my quote/job files?
SoloAssist automatically creates time spaced backups while you work. These backups are stored in Documents ► SoloAssist ► Quotes & Jobs ► Backups folder on your computer.
To recover a backup quote file, open File Explorer and navigate to the above location on your computer. In this folder are backups of each SoloAssist quote (.quo) file. Each quote file will have a timestamp attached to the end of its name e.g: 100 Pineridge Rd_15min or 100 Pineridge Rd_v1850.
If you were working on an unsaved quote, look for files with the name Untitled.quo. Once you have located the correct file, open the quote file and check the data is correct. Select Save As in the menu and save the file over your original file.
Warning: Do not work on quote/job files from inside the SoloAssist Backups folder. Save the files back into your job folder before using them in SoloAssist.
The specified path, file name, or both are too long.
This is not a SoloAssist software problem.
This 'Unhandled exception' (error message) is caused by the file path location (directory length) exceeding the maximum number of characters allowed to open or print a file. By default, your Windows 10 operating system is set to a maximum of 260 characters for a file path location (directory length) to open or print a file. This error message indicates the (directory length) of sub folders to the save location of your file/s is too long.
In some cases, if your (directory length) is on the edge of the maximum number of characters, you'll be able to open your file, but not be able to print a report. Some files you'll be able to open and some files you will not be able to open.
To fix the problem, try the following.
Shorten the file path location (directory length) to the save file location. Make it under 248 characters. It seems you have gone a little overboard with setting up a long directory of sub folders to save your files into. It's time to simplify your folders and filing system.
Keep it simple.
If you require assistance, please contact your local IT technician.
Files are duplicating in OneDrive?
Please note, this is a OneDrive issue not a SoloAssist issue.
If your SoloAssist quote or database files are duplicating in OneDrive, it could be caused either by 2 or more people using the same file at the same time, or it could be a OneDrive Cached Credentials issue.
How to refresh your OneDrive Cached Credentials
If a file is duplicating in your OneDrive with your computer name added to the filename, it could be time to refresh your credentials. Follow the steps below to refresh your OneDrive cached credentials. Hopefully this will stop the issue in the future, but if the following steps do not resolve your issue or remove the duplicate files, then you will need to remove the duplicate files manually.
1) Select Start, type into the search field 'credentials' then select Credentials Manager.
2) Select the Windows Credentials tab/box.
3) Under Generic Credentials, look for any entries containing 'OneDrive Cached Credentials' and remove them.
4) Log out of OneDrive then log back in, then check it's behaviour.
If you require assistance, please contact your local IT technician.