When emailing or printing reports in Dimensions, you may encounter errors indicating that a template or report file cannot be found. This issue is often caused by mismatched ACD Documents Location settings between users. To establish the ACD Document location that Dimensions is trying to use:
Navigate to the user records:
Ribbon menu: click System, then click User Records.
Classic/module menu: click System Control > Users > User Records.
Click the relevant user account, then click Options.
The ACD Documents location field shows the path Dimensions uses for Crystal documents.
Click the arrow to the left of the setting to view the configured path.
Identify a working user for whom emailing or printing works without errors.
Open the working user’s record and go to Options > ACD Documents Location to copy the custom folder path.
Close the working user’s record and open the record of the user experiencing the error.
Click Options, click Edit, then update the ACD Documents Location field with the path from step 7.
Click Save.
Ask the affected user to log out and back in to Dimensions for the change to take effect.
Additional tips
Ensure all users have the same ACD Documents Location path configured to prevent similar issues.
Regularly confirm that template files are accessible and in the correct locations.