If you are required to locate and send a Client Ledger file or Template to our Support team, please use the following steps:
Locate the ledger
Open XPA.
Go to File, Setup, Practice Settings.
Highlight and copy the Client Files location path.
Note: If the practice settings are greyed out, you do not have sufficient rights and will need to ask an administrator for the file path.
Send the ledger
Open File Explorer on your computer.
Paste the location in the quick access panel at the top of the window.
Locate the ledger you wish to send.
Ensure the file name extension is .XPA
Select the file, right click, send to, compressed (zipped) folder. Ensure the zipped format is .zip
Upload the zipped file to your support case via the Portal. If the file exceeds the upload size limit, the support analyst will need to send you a request via our file sharing service Exavault.
Locate and send template
In the affected client ledger, identify what the default template is.
Open the ledger, go to File, File details.
At the bottom of the screen, you will see the default template selected.
In XPA, go to File, Setup, Practice Settings.
Highlight and copy the Template Files location path.
Go to File Explorer on your computer and paste the location in the quick access panel at the top of the window.
Locate the template, ensuring it is the version with a .XPA extension.
Select the file, right click, send to, compressed (zipped) folder. Ensure the zipped format is .zip
Upload the zipped file to your support case via the Portal. If the file exceeds the upload size limit, the support analyst will need to send you a request via our file sharing service Exavault.