This article covers common Crystal Reports and ACD document issues in Dimensions, and helps you work out which ones you can resolve yourself and which require support.
Step 1 — Identify the type of issue
Start by identifying which category your issue falls into:
Slow loading or performance — report takes a long time to appear on screen
Print engine error — an error appears when trying to print (e.g. 'An Internal Error has Occurred', 'ACD Print job has failed')
Page layout issue — report prints with incorrect margins, wrong paper size, or content cut off
Statement content issue — blank lines, missing fields, or wrong data appearing in printed statements or remittances
ACD document not generating — invoice, remittance, or statement fails to produce a document
Slow loading — check the printer attached to the report
Slow Crystal Reports loading is usually caused by the printer saved within the report being unavailable or inaccessible. See the related article for the full resolution steps.
If slow loading started after a system update, also try switching the Crystal Reports print driver version — this does not require Crystal Reports Designer. See the related article for the steps.
Print engine errors — switch the Crystal Reports engine version
Errors such as 'An Internal Error has Occurred' when printing are often caused by a mismatch between the Crystal Reports engine version installed on the machine. To switch between Crystal v9 and Crystal v11:
Go to Add or Remove Programs, find the Dimensions app, and click Modify.
On the wizard, click Next, then choose Modify.
On the custom setup screen, disable the current Crystal version by clicking it and selecting This feature will not be available. Enable the other version by selecting This feature will be installed on local hard drive.
Click Next, then Install.
If the error persists after switching engine versions, raise a support case — include the exact error message text, the name of the report or document type that fails, and whether the issue affects all users or just some.
Page layout issues — check printer preferences
If the report print preview does not show the full page, or content is cut off, check that the printer's default paper size is set to A4:
Open the Start menu and search for Devices and Printers.
Right-click the affected printer and select Printing Preferences.
Set the paper size to A4 and save. Reopen Dimensions and try again.
Statement content issues — blank lines, missing fields, or wrong data
Blank lines, missing fields, or incorrect data in printed statements and remittances are caused by the report template itself (.rpt file) and require Crystal Reports Designer to fix.
If you or your IT team have access to Crystal Reports Designer, open the affected .rpt file, locate the blank or missing fields, and correct the template. If you do not have Crystal Reports Designer, raise a support case — do not attempt to edit the .rpt file with another application.
When raising a support case for a statement content issue, include:
The name of the report or document type (e.g. 'Customer Statements', 'Remittance Advice')
A description or screenshot of the blank lines or missing fields
Whether the issue appeared after a Dimensions update or a change to the report template
Whether it affects all customers/suppliers or specific ones
ACD documents not generating
If an ACD document such as an invoice or remittance fails to generate and you see an 'ACD Print job has failed' error, this is usually caused by one of the following:
The user running the report does not have the correct database permissions
The default page size in the report template is larger than the page, causing an overflow error
The Crystal Reports engine version installed on the server is not compatible with the report
These issues require backend access to resolve. Raise a support case and include: the exact error message, the name of the document type that fails, the Dimensions version, and whether the issue affects all users or only those on a specific machine or role.