Guide Summary
| Audience | End users, administrators, support staff, implementation staff, and training staff. |
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| Applies To | QBM Client, QBM Server connection checks, published web access checks, service availability checks, and workstation disconnect checks. |
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| Purpose | Run a guided diagnostic check and collect safe evidence before changing settings, restarting services, reinstalling software, or escalating the issue. |
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| Expected Result | The result list shows which checks are healthy, which need attention, and what information support should review next. |
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When To Use It
- QBM cannot connect to the server.
- QBM disconnects while saving invoices, receipts, bills, or other documents.
- QBM disconnects after the computer was idle, asleep, or resumed.
- A published QBM web address or service address is not responding as expected.
- A support tool says QBM support access needs to be refreshed or confirmed.
- Support asks for a diagnostic result before making changes.
- Support or implementation staff need a command-line result for a support ticket, batch check, or automation-friendly report.
Important: Run QBM Diagnoser before restarting services, changing network settings, reinstalling QBM, or asking users to repeat failed transactions unless support already gave a specific instruction.
Where To Find It
QBM Diagnoser is provided through the approved QBM support package or shortcut. Use only the version supplied by QBM support or by the approved customer release package.
| Need | Where To Go | What To Do |
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| Run normal checks | Approved QBM Diagnoser shortcut or support package | Open the tool, choose the closest problem type, and run the check. |
| Refresh access for the support tool | QBM > Tools > Maintenance > Validate Support Eligibility | Run this from QBM when the support tool says access could not be confirmed. |
| Get help with the result | QBM support contact or approved support channel | Send the safe evidence listed in this guide. |
Support Access Validation
QBM refreshes support-tool access automatically during normal QBM use, including startup, support-window access, activation changes, and normal support-status refreshes. Most users do not need to run anything manually.
When To Validate Manually
- QBM Diagnoser does not open because support access could not be confirmed.
- The support package was recently installed or replaced.
- The company support date or activation state was recently updated.
- Support asks you to confirm the support-tool access status.
Manual Validation Steps
- Open QBM on the affected computer or on a computer that has the same QBM setup.
- Confirm the computer has internet access.
- Go to Tools > Maintenance > Validate Support Eligibility.
- Wait for QBM to complete the check.
- If QBM shows Support eligibility has been refreshed., open QBM Diagnoser again.
- If QBM says support eligibility could not be confirmed, do not keep retrying. Collect the details listed in this guide and contact support.
What this does: the command confirms whether this QBM installation is allowed to run the approved support utility. It does not extend support, activate a product key, change company data, repair the database, or change user permissions.
Before You Begin
- Confirm whether the issue affects one user, one workstation, remote users only, or everyone.
- Note the exact date and time the issue happened.
- Confirm whether normal QBM login works on the same computer.
- Confirm whether the problem started after an update, restart, internet change, server change, or workstation sleep/resume event.
- Use the approved QBM Diagnoser package only.
- Do not collect passwords, full product keys, private keys, access tokens, or database backups for a normal diagnostic check.
Main Fields
| Field | What It Means | How To Use It |
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| Server | The QBM server name or address. | Keep the detected value when it is correct, or enter the server used by the affected workstation. |
| Instance | The server instance name when the customer uses one. | Leave blank if the customer does not use a named instance. |
| Port | The QBM Server connection port. | Use the same port configured for the QBM Client connection. |
| Service Port | The local QBM service port used for supported service checks. | Use it only when support asks for service or published web checks. |
| QBM Folder | The local QBM installation folder used for read-only checks. | Keep the detected folder unless support asks you to select a different QBM folder. |
| Published Web Address | The public customer address used for published web access checks. | Use only an address already intended for customer access. |
| Language | The display language for the diagnostic window. | Select the language that is easiest for the user or support person reading the result. |
| Include server checks | Adds server-side service and availability checks where available. | Use it when running on the server or when support asks for deeper checks. |
| Problem type | The symptom-focused check mode. | Select the option closest to the issue before starting the check. |
Problem Types
| Problem Type | Use When | What It Prioritizes |
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| Normal checks | You need a general health check. | Connection, service availability, published address, and release freshness. |
| Not Connected | QBM cannot connect or login does not reach the server. | Server reachability and repeated connection stability. |
| Save invoice disconnect | The user disconnects while saving invoices, receipts, or similar documents. | Short repeated connection checks and timing evidence for support. |
| Idle/resume disconnect | The issue appears after the workstation sleeps, idles, reconnects, or resumes. | Connection stability and workstation recovery clues. |
| Published web access issue | Browser or published web access fails while local QBM may still work. | Published address, local service status, and release freshness. |
Step-By-Step Check
- Open QBM Diagnoser from the approved shortcut or support package.
- Confirm the server, instance, port, QBM folder, and published web address fields.
- Select the language for the result screen.
- Select Include server checks only when you are on the server machine or when support asks for server-side checks.
- Select the problem type that best matches the symptom.
- Start the check and wait for the result list to finish.
- Read warning and problem rows before changing settings.
- Follow only approved recommendations. If the result is unclear, collect the support evidence below and escalate.
Command-Line Checks
The normal window is best for end users. The command-line option is for support staff, implementation staff, and approved automation when a repeatable text or JSON result is needed.
Use support guidance: Run command-line checks only from the approved QBM Diagnoser package and only with values the customer is allowed to share.
When To Use The Command Line
- Support needs a JSON result for a ticket or remote review.
- Implementation staff need to check several workstations or servers in the same way.
- A support script needs an exit code to identify healthy, warning, or problem results.
- The graphical window is not practical for the current support session.
Recommended Examples
| Need | Example | Notes |
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| General JSON check from the QBM folder |
QbmDiagnoser.Launcher.exe --json --qbm-root "<QBM folder>" |
Use this when QBM starts the support utility and support wants a machine-readable result. |
| Connection problem check |
QbmDiagnoser.Cli.exe --json --mode both --server "<server>" --port 8050 --problem-type not-connected |
Replace the server value with the customer server name or address. |
| Save-time disconnect check |
QbmDiagnoser.Cli.exe --json --mode both --server "<server>" --port 8050 --problem-type save-invoice |
Run near the time the user reports save-time disconnects. |
| Idle or resume disconnect check |
QbmDiagnoser.Cli.exe --json --mode both --server "<server>" --port 8050 --problem-type idle-resume |
Run after the workstation resumes or reconnects. |
| Published web access check |
QbmDiagnoser.Cli.exe --json --mode both --qbm-web-api --qbm-web-api-port 8053 --public-api-url "<published address>" --problem-type web-api |
Use only a customer-facing published address that is already intended to be shared. |
Useful Options
| Option | Use |
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--json | Writes a structured result for support review or automation. |
--mode client|server|both | Selects whether to run client-side checks, server-side checks, or both. |
--server | Sets the QBM server name or address. |
--instance | Sets the instance name when the customer uses one. |
--port | Sets the QBM Server connection port. |
--qbm-root | Sets the QBM installation folder used for read-only checks. |
--problem-type | Selects the closest symptom: general, not-connected, save-invoice, idle-resume, web-api, or qbm-startup. |
--culture | Selects the result language when support needs a specific language. |
Exit Codes For Automation
| Exit Code | Meaning | Action |
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| 0 | Healthy result. | No immediate issue was found in the selected checks. |
| 1 | Warning result. | Review the JSON or text output and decide whether support should continue. |
| 2 | Invalid or missing command option. | Correct the command and run it again. |
| 3 | Problem result. | Escalate with the command output and safe evidence. |
Understanding Results
| Result | Meaning | Next Action |
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| Healthy | The specific check did not find a problem. | Continue reviewing other rows if users still have symptoms. |
| Warning | The check found something that may need attention or confirmation. | Read the recommendation and collect evidence if support needs to review it. |
| Problem | The check found an issue that likely affects the selected symptom. | Follow approved actions or escalate with the diagnostic result. |
| Evidence rows | Safe details used to support the result. | Use these rows to explain what was checked without sending private data. |
| Recommended action | The suggested next step for the selected finding. | Apply only actions approved for the customer environment. |
Common Messages
| Message Or Symptom | What It Usually Means | What To Do |
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| Support eligibility has been refreshed. | QBM confirmed support-tool access for this installation. | Open QBM Diagnoser again and run the required check. |
| Support eligibility could not be confirmed. | QBM could not confirm support access at this time. | Check internet access, confirm the product key/support status with the administrator, then contact support if it remains unresolved. |
| QBM cannot connect to server. | The workstation may not be reaching the QBM server or the configured connection details may be wrong. | Run the Not Connected check and send the result to support. |
| Disconnected while saving. | The connection may be dropping during a document save or the server may be unstable. | Run the Save invoice disconnect check near the time the issue happens. |
| Disconnect after idle or resume. | The workstation or network may not recover cleanly after sleep, idle, or reconnection. | Run the Idle/resume disconnect check after the computer resumes. |
| Published web address is not responding. | The public address, service, or publishing route may need support review. | Run the Published web access issue check and include the public address only if it is intended to be shared. |
What To Send To Support
- Screenshot of the QBM Diagnoser result screen.
- Exact date and time when the issue happened and when the check was run.
- Affected user name and workstation name.
- Whether the issue affects one user, one workstation, remote users, or everyone.
- Server name or address if it is safe to share with support.
- Published web address only if it is already a customer-facing address.
- The selected problem type and whether server checks were included.
- Any recent update, restart, internet change, server move, workstation sleep/resume event, or support-package change before the issue started.
- The exact user-facing message if support access validation failed.
- Command-line JSON output when support specifically asked for a command-line run.
Security Notes
- Never send passwords.
- Never send full product keys, private keys, access tokens, or private connection secrets in public chat.
- Never send database backups through public chat or unapproved channels.
- Mask customer-sensitive information in screenshots when it is not needed for support.
- Use only the approved QBM support package for customer release.
- Do not publish internal troubleshooting notes, private support files, or customer-specific values in public help pages.
Rubric Check
| Check | Pass Condition |
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| Customer clarity | An end user can understand when to run QBM Diagnoser and what result to send. |
| Visible workflow | The guide documents the visible QBM path: Tools > Maintenance > Validate Support Eligibility |
| Command-line guidance | The guide explains that command-line checks are for support, implementation, and approved automation. |
| Support actionability | Support can identify the symptom, required check, and evidence to request. |
| Security | The guide does not ask for passwords, full product keys, private keys, tokens, or public database backups. |
| Indexing | The page is linked from the help index and has searchable keywords. |
| Related context | The page links to existing QBM connection, log, troubleshooting, and support collection guides. |