Frequently Asked Questions

Records

  • Why is my record not showing on my website?

    There are a couple reasons you may not see your record.


    1. The record is not marked as published to the web.
    2. No date of death entered within the record.
    3. It's passed the number of days you have a record current for and is on the website, but in the past records listing.

    To learn more about records, click here.

  • How do I convert my pre-need to an at-need?

    This depends on the type of record you are using.


    Open your record.


    Web Record:


    1. Click Edit Record Settings in the top right.
    2. Change drop down within from pre-need to at-need.
    3. Save.

    Management Record:


    1. Go to Contracts.
    2. Change the drop down at the top from pre-need to at-need.
    3. Save.
  • How do I add a record to the veterans wall?

    If you have this feature enabled:


    1. Open the record.
    2. Go to Book of Memories.
    3. From the Theme screen, there will be a chack box to include on Veterans Wall. Check the box.
    4. Save.
  • How do I get a record to show in the current listing?

    This depends on the type of record you are using.


    Open the record.


    Web Record:


    1. Refer to the drop down near top for Current/Past.
    2. Change the drop down to current.
    3. Save.

    Management Record:


    1. Navigate to Record Management. 
    2. Refer to the drop down near top for Current/Past.
    3. Change the drop down to current.
    4. Save.

    ** Important: you must remember to change the record back to Automatic or Past, otherwise it will remain current.

  • When do the sections within a record not work?

    You need to ensure the URL in your address bar are showing as "https://companyname.frontrunnerpro.com" (the "s" needs to be added to https).

Website

  • Why aren’t all the changes I made to the website showing up?

    Ensure your page is not hidden. To learn more about how to hide/unhide a page, click here.


    Click the Republish button in the top right. This pushes all of your chanes to the public.

Book of Memories

  • How do I edit or delete a tribute message?

    Log into your system and open the record.


    There are 2 different ways to access the Tributes section depending on the type of record you are using:


    • Web Record: click Tributes on the left.
    • Management Record: navigate to Book of Memories > Tributes.

    You will see all of the messages with an edit or delete button. 


  • Why is Google Maps not showing the correct location?

    Google Maps isn’t perfect but there is an easy fix if the location is not displaying properly.


    How you fix the problem depends on the record you are using:


    Web Records: 


    1. Navigate to System Settings > Databases > Locations. 
    2. Click the location on the left.
    3. Click Test Map beside the street address.
    4. Now follow your Google Maps steps below.

    Management Records:


    1. Open the record with the incorrect map (this is not record specific but helps you quickly get to the locatio to fix the issue).
    2. Navigate to the area of the record where the location is entered.
    3. Click Add/Edit Address.
    4. Now follow your Google Maps steps below.

    Google Maps:


    1. You will notice the arrow is not pointing to the proper location. Locate where the pin should be pointing to. 
    2. Right click and from the pop-up window, select “What’s Here”.
    3. Refer to the Google Maps search bar where you will see a set of numbers separated with a comma.
    4. Copy the first number (not the comma) and paste it in the first coordinate field.
    5. Copy the second number, including the hyphen at the beginning of the number. Paste that in the second field. 
    6. Save and test the map again.
  • How do I fix photos that are rotated?
    1. From your system, open the record.
    2. Go to Book of Memories > Manage Photos.
    3. Under each photo will be rotating arrows. Click to rotate the photos. 
  • How do I stop photo's from rotating in the frame?

    This can be done for all records or individual records.


    All Records


    1. Go to Main > Book of Memories > Global BOM Settings.

    2. Refer to the Photo Frame Images dropdown.

    3. Change to Primary.

    4. Save.


    Individual Records


    1. Open the record > Book of Memories > Theme.

    2. Refer to the Photo Frame Images dropdown.

    3. Change to Primary.

    4. Save.

  • Can I change the way the Date of Death / Date of Birth show?
    1. Go to Main > Book of Memories > Global BOM Settings.
    2. Refer to the Menu DOB / DOD Formatdropdown.
    3. Change to the format you want.
    4. Save.
  • How do I add a video?

    There are two options:


    1. Our in-house DVD program. Refer to the DVD/Video Tributes page to learn more.
    2. Using a third party URL.

    If you use a third-party URL, how this gets entered into a record depending on which record type you use.


    Web Records


    1. Open the record.
    2. Refer to the Video Link field and paste the URL.
    3. Save.

    Management Record


    1. Open the record > Record Management.
    2. Refer to the Video Link field and paste the URL.
    3. Save.

Stationery

  • Why is my stationery not printing properly?
    • Ensure your Adobe settings are correct.
    • Ensure you are not using Chrome PDF viewer.
    • We can assess if an offset is required and update this for you.

General

Unable to resolve your issue or still have questions? Please submit a support ticket for further assistance.
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