Troubleshooting

What to do when Extolly cannot find Tally, figures look wrong, a bill will not go in, or the app will not open.

Look up what you need

Extolly cannot find Tally

You see: "Tally is not answering yet", or the status Cannot reach Tally or Tally closed.

Work through these in order.

Is TallyPrime open on this computer, with your company loaded? Extolly reads Tally only while Tally is running.
Is Tally's connection switched on? In Tally press F1, then Settings, Connectivity, Client/Server configuration. TallyPrime acts as must be Both, and Port must be 9000.
Did you restart Tally after changing that setting? It takes effect only after a restart.
Is Tally on this computer? Extolly looks for Tally on the same computer it is installed on. If Tally runs on another computer or a remote desktop, install Extolly there instead.
Is something blocking port 9000? A security program can block it. Allow TallyPrime in that program.

Extolly checks again by itself every few seconds. You do not need to restart it.

"Tally is open, but no company is loaded"

Open your company in Tally. If the status says Company not open in Tally, Tally is open on a different company: open yours as well with Alt F3.

If it says more than one copy of the company is open, close the extra one in Tally.

The first read did not finish

Usually Tally was closed, or the company was shut, part way through. Open Tally with the company loaded and press Try again.

For a company with many years of entries, the first read takes longer. Leave Tally open and let it run. You can use Tally meanwhile.

The figures do not look right

First, check the obvious things:

The period. Look at the pill at the top right. A figure for "This month" will not match a Tally report for the year.
Before tax or after. Sales in Extolly are net: before tax, after returns.
The status line. If it says Tally closed · as of a time, you are looking at figures from then.

Then open Data health.

Everything agrees with Tally means every ledger balance and stock quantity here equals Tally's. The difference you see is one of definition, not of data. The "Worth knowing" list on that screen explains the usual ones: cash sales, money on account, proformas, entries dated after today.
Some figures differ from Tally names the ledgers or items. Press Run the full check. See Data health.

Common explanations:

What you see	Why
A product shows a 100% margin	Tally has no purchase cost for it
Stock value differs from Tally's	Your company values stock by a method other than average cost
A customer shows as overdue but has paid	The payment was entered on account. Extolly takes it off the oldest bills, so check the bill dates
Sales by city shows a large "Unknown"	Those customers have no address in Tally
The map is nearly empty	Customers have no state on their ledger in Tally

A bill will not go into Tally

Open the bill from the top of Bills and read what it says. See When a bill is waiting or refused.

Waiting: Tally is closed or the company is not open. Open it.
Refused, about the date: the date is outside what your Tally allows. A Tally without a licence accepts only the 1st, 2nd and 31st of a month.
Refused, another reason: Tally's own message is shown. It usually names a ledger or item that is missing or was renamed.
"This entry was changed in Tally after you opened it here": open it again and make your change once more.

"Sales bills cannot be made yet"

No sales ledger was found in Tally. Add a ledger under Sales Accounts in Tally. For purchases, add one under Purchase Accounts.

The dashboard says "Extolly is not running on this computer"

The app has stopped, and you are looking at kept figures.

Open Extolly for Tally from the Start menu or the desktop.
If it will not open, restart the computer and try again.
If it still will not open, run the installer again and choose Repair. See Install Extolly.

"Another program on this computer is using port 4319"

Extolly's dashboard needs that port. Close the other program, or restart the computer, and open Extolly again.

The app will not install

Windows protected your PC: press More info, then Run anyway. See Install Extolly.
A security program removed the file: allow it in that program, then download it again and compare the checksum on the download page.

A screen says "This screen could not be shown"

Press Try again. If it keeps happening on the same screen, choose Check Tally now in the menu. If that does not help, send a report (below) and tell us which screen.

Extolly made Tally slow

On a very large company, Tally can pause briefly while it answers. In Settings, set Check Tally for changes to Every 5 minutes or Every 15 minutes.

Ask for help

Write to us and include:

The version, shown at the bottom of the settings sheet.
Your TallyPrime release.
What you did, what you expected, and the exact words on screen.

Do not send your books. If we need something more, we will ask for the smallest thing that shows the problem. In settings, Send a report saves the app's recent activity log, which records checks and faults, not your figures.

Still stuck? Write to support@extolly.com and say which step you are on.