Support

Frequently Asked Questions

  1. Have you received my data?
  2. Have you sent my DVD yet?
  3. Is it necessary to install software on my PC to view my archived files?
  4. How do I install my search tool onto my PC to view my reports?
  5. Who do I contact to schedule additional training?
  6. How do I get my Web View password reset?
  7. Who do I contact to add a user to the Web?
  8. What do I need to do to give access to my CPA or an Auditor?
  9. My FTP Spooler is not working. What is going wrong?
  10. How do I get past the ISIS error when I am scanning?
  11. How do I print more separator pages?

1. Have you received my data?
To verify that your data has been received, please submit an e-mail to production@one-view.com and a support rep will respond to your request. You may also use the Chat Feature.
Please Note: An e-mail is automatically sent to the e-mail address provided by your dealership. If you are not receiving our reply, please verify the e-mail address in your Customer Support request.

2. Have you sent my DVD yet?
The DVD will be sent overnight via UPS the same-day we received and process the data. We will notify you by phone or email to resolve any issues, such as missing reports or an overdue account balance, prior to shipping your DVD.

3. Is it necessary to install software on my PC to view my archived files?
No. To run the Alchemy software directly from the CD, simply navigate to the CD drive, and double click on the file labeled with your customer number .ald (note, depending on personal settings, the .ald ending may not be present). This will open your archive. Please note that running directly from the CD does have some reduced functionality, namely the ability to print individual pages, or page ranges, and modifications to settings will not be saved.

4. How do I install my search tool onto my PC to view my reports?
Insert the CD into the CD drive. Double click on the drive that says ONEVIEW. Double click on the Alchemy Folder. Double click on the Setup Folder. Double click on the SETUP.EXE file and follow the prompts (note, the file may not show the .EXE suffix). You must have Administrative rights on your PC to load the software.

5. Who do I contact to schedule additional training?
If you or one of your employees need additional training on any of One View’s solutions, please contact One View [link to contact page] to schedule a training session with Customer Support.

6. How do I get my Web View password reset?
To reset your Web View password, please submit an e-mail to production@one-view.com with the following information to expedite the process:

  • Name
  • Dealership Name
  • Customer Number
  • Login (used to access Web View)
  • E-mail address

Once Production has received the request, you will receive an e-mail, within 2 business hours, to the e-mail address provided at the time the User Account was created.

7. Who do I contact to add a user to the Web?
If you have additional employees that need access to Web View, please contact Production at production@one-view.com to request logins for these users. The new user(s) will receive an e-mail with their login information. The following information will be needed to fulfill this request:

  • Name
  • Dealership Name
  • Customer Number
  • Title
  • E-mail address
  • Security (i.e. No Payroll) /Access Level

Please note: If you are not currently paying a monthly Web View Maintenance Fee, or if you are not a Scanning Client, you may be assessed additional Web View Security Maintenance Fees.

8. What do I need to do to give access to my CPA or an Auditor?
If your CPA or an Auditor needs access to your data within One View, please send an e-mail to production@one-view.com with the following information:

  • Name
  • Dealership Name
  • CPA Company Name
  • Customer Number
  • Title
  • E-mail address
  • Access Level/Security

Please note: If you are not currently paying a monthly Web View Maintenance Fee, or if you are not a Scanning Client, you may be assessed additional Web View Security Maintenance Fees.

If you are looking for just a DVD with your data on it, please send the request to support@one-view.com and include the following information:

  • Name
  • Dealership Name
  • CPA Company Name
  • Customer Number
  • Address (to ship DVD)
  • Access Level/Security/Data to Be Included

Please Note: Additional fees may apply.

9. My FTP Spooler is not working. What is going wrong?
Before contacting support, please verify the following information:

ADP Customers

  • Use your ADP login credentials
  • The username and password fields need to be in lowercase
  • The Account box is the –A account for your store and needs to be in CAPS

Reynolds & Reynolds Customers:

  • Use your R&R login credentials
  • The username and password fields need to be in CAPS

If you are still having issues with the FTP spooler, please send an e-mail to support@one-view.com with the following information:

  • Name
  • Dealership Name
  • Customer Number
  • Short description of any error messages/what is happening

10. How do I get past the ISIS error when I am scanning?
To get past the ISIS error when trying to scan into One View, please follow these steps:

  • Close down your search application
  • Bring up the task manager by pressing Ctrl-Shift-Esc
  • Select the Processes tab
  • Left click on the Image Name heading to sort alphabetically
  • Find the AuBuild.exe process and single click on it to highlight it
  • Click End Process
  • Click Yes
  • Close the task manager
  • Reopen Administrator

11. How do I print more separator pages?
To print separator pages for your scanner, please follow these steps:

  • Click on the scanner icon on the toolbar
  • Click on the scan settings button on the bottom of the dialog box
  • Select the type of separator page you want to print by selecting the application in the left window under “Document Types”
  • Slide over to the right window where it says “Print Document Type Separator Page…” and click on the button
  • Select the correct printer and adjust the number of copies that you need
  • Click the print button
  • Click OK on the scan settings window