QBM Support Information Collection Templates

Copy the matching template when asking customers or internal teams for safe troubleshooting information.

Guide Summary

AudienceSupport staff, implementation team, AI agents, and end users.
Applies ToQSalesView, QBM Client, QBM Server, SQL Server, printing, POS, permissions, integrations.
PurposeCollect complete troubleshooting information while protecting passwords, product keys, tokens, and customer data.
Last Updated2026-05-18

Use Rules

  • Use the smallest template that matches the issue.
  • Ask for screenshots only when they help diagnose the issue.
  • Tell the customer not to send passwords, full product keys, or tokens.
  • Mask sensitive customer information before forwarding outside the support team.

Expected result: The support request includes the correct context for the issue type and excludes passwords, tokens, and full secrets.

QSales Issue Template

Please provide:

1. Screenshot of QSalesView configuration, with secrets hidden.
2. Service Address.
3. Server Name.
4. Port.
5. Instance Name.
6. Database Name.
7. Cloudflare public URL, if used.
8. Screenshot of Cloudflare Tunnel status, with tokens hidden.
9. Confirmation that QBMWServices is running.
10. Confirmation that QBM Server is running.
11. Confirmation that SQL Server is running.
12. Whether normal QBM Client login works on the same computer.
13. Exact error message.
14. Approximate time of the error.
15. QSalesView browser console/network error or QBMWServices log from the same time.

Do not send passwords, full product keys, or tunnel tokens.

QBM Client Connection Template

Please provide:

1. Is one user affected or all users?
2. Server name or IP.
3. Port.
4. SQL instance name.
5. Database name.
6. QBM Client version.
7. QBM Server version.
8. Screenshot of the exact message.
9. Whether QBM Server service is running.
10. Whether SQL Server service is running.
11. Whether this started after an update, restart, network change, database restore, or password change.

Do not send passwords.

Printing Issue Template

Please provide:

1. Screen name.
2. Document type or report name.
3. Printer name.
4. Does Preview work?
5. Does PDF export work?
6. Does Windows test print work?
7. Template name.
8. Screenshot of the exact error.
9. Whether one workstation or all workstations are affected.

Do not send customer documents if a masked screenshot is enough.

POS Issue Template

Please provide:

1. POS counter name.
2. Cashier user.
3. Receipt printer name.
4. Payment method.
5. Batch number.
6. Item barcode or SKU.
7. Exact error message.
8. Whether issue happens on one counter or all counters.
9. Whether Windows test print works.
10. Whether the issue started after device, driver, update, or network change.

SQL Server Template

Please provide:

1. SQL Server name.
2. SQL instance name.
3. Database name.
4. Exact SQL error text or screenshot.
5. Whether SQL Server service is running.
6. Whether SQL Browser service is running for named instances.
7. Recent backup, restore, disk, permission, or server change.
8. Approximate time of error.
9. Whether the issue affects all users.

Do not send SQL passwords in chat.

Permission Template

Please provide:

1. User name.
2. Security group.
3. Screen name or report name.
4. Exact action blocked.
5. Exact message.
6. Whether another user in the same group can perform the action.
7. Whether the user is inactive or recently changed.
8. Screenshot of the blocked action.

Do not send the user's password.

Troubleshooting Decision Tree

  1. If the issue is web login or dashboard, use the QSales template.
  2. If the desktop cannot connect, use the QBM Client connection template.
  3. If output fails, use the printing template.
  4. If the issue is cashier, counter, receipt, barcode, payment, or batch related, use the POS template.
  5. If the message mentions SQL, database, instance, or login failed, use the SQL template.
  6. If the user is blocked from a screen, report, or action, use the permission template.

What To Send To Support

Send only the completed template for the affected issue type, along with safe screenshots, exact messages, service status, and logs from the same time as the problem.

Security Notes

  • Do not send passwords, full product keys, tunnel tokens, or raw database backups in public chat.
  • Mask customer, employee, payment, and financial details when screenshots are enough.