Tucasi

[kennysarmy]

Just fired another email off to support@tucasi.

 

We've had four failed test migrations, the clock is ticking for us to get this resolved by the end of June or we won't be able to take payments from our parents using the online systems.

 

This problem has been ongoing since JANUARY!

 

Please can someone contact me today with an update?

 

No reason why they should reply though, they've not responded to the last 8 I've sent...

[36Degrees]

Question: do I install the new version to a new location on the server? That seemed logical to me (especially as we have a SCO OLD folder from a previous upgrade) but it completed almost instantly.

 

Now when I try to log in to the server it tells me that I am "using an account with no SCO client permissions assigned to it".

[LeMarchand]

Question: do I install the new version to a new location on the server? That seemed logical to me (especially as we have a SCO OLD folder from a previous upgrade) but it completed almost instantly.

 

Now when I try to log in to the server it tells me that I am "using an account with no SCO client permissions assigned to it".

 

IIRC I had something similar when I tried to use my old credentials. May be worth ringing them and seeing what the admin email address in your school is and using those credentials.

[36Degrees]

IIRC I had something similar when I tried to use my old credentials. May be worth ringing them and seeing what the admin email address in your school is and using those credentials.

 

Thanks - that was the account I used. (Every time I tried to do something I had to reset the password for it!)

 

Logic is now saying it's an upgrade, 2.3 > 2.4, so I should have installed it to the existing folder where all the data is... So existing folder or new folder?

 

It's been a long day with nothing going to plan so my brain isn't processing anything correctly at the moment.

[kennysarmy]

Is today the day that we can no longer see payments made by parents in our on-premise SCO ?

 

We've only been trying to get the test migration to work since January!!!!

[SecretSquirral]

The letter that was sent out to heads said after lunchtime on Monday but i doubt Tucasi will be cutting anyone who is attempting / making progress with migrations off until end of june because it's all about TLS1.0 and PCI compliance (search engine it), more likely they'd target the sites who haven't done anything yet first........ if they did it could be mayhem.

[LeMarchand]

Logic is now saying it's an upgrade, 2.3 > 2.4, so I should have installed it to the existing folder where all the data is... So existing folder or new folder?

 

Just checked the one here, and I did it to the existing folder.

[kennysarmy]

If I ever get my test migration to work - what would be the next steps in getting us upgraded?

[LeMarchand]

If I ever get my test migration to work - what would be the next steps in getting us upgraded?

 

They have a load of step-by-step guides to help http://tucasihelp.com/documents/2.3SCOLiveMigrationInstructions.pdf is the only one I could find online, but you probably have this already. There is also a "Post Migration" and "Getting Started" one. PM me if you don't have those.

[kennysarmy]

I think we're now on our 10th or 11th attempt at running the test migration - but apparently this is the ONE!

[36Degrees]

That is the one that will be emailed to you by the migrations team when (if?) your test migration completes.

 

And yes, it should be the folder for your current installation.

[jimmy_2k]

It took 4 months to get my school onto the online version. My previous school ditched schools cash office just as I left. I was caller 20 in the que yesterday morning but I did get my issue resolved by the end of the day.

[atcoates]

We're in the same boat. The migration tool never seems to work and requires intervention from them. When you ring support it's a long wait! What are the alternatives?

[LeMarchand]

It took 4 months to get my school onto the online version. My previous school ditched schools cash office just as I left. I was caller 20 in the que yesterday morning but I did get my issue resolved by the end of the day.

 

Apparently the .83 update was causing problems (and lots of calls) - there's now a .86 issued. DON'T USE .83!

[kennysarmy]

We're in the same boat. The migration tool never seems to work and requires intervention from them. When you ring support it's a long wait! What are the alternatives?

 

Well fingers crossed, the test migration has now completed and we're underway with the LIVE MIGRATION!

[atcoates]

Pleased to report our test migration worked ok. They do seem to be very busy as it took 45 mins to get through to support yesterday and currently still on hold for 30 mins and counting today! Edited June 22, 2018 by atcoates

[kennysarmy]

Pleased to report our test migration worked ok. They do seem to be very busy as it took 45 mins to get through to support yesterday and currently still on hold for 30 mins and counting today!

 

We're finally all transferred over!

[Edu-IT]

Anyone had problems with the software today in terms of it being slow / unresponsive / reconnecting? Trying to work out whether it's specific to our site.

[Syman_a]

Anyone had problems with the software today in terms of it being slow / unresponsive / reconnecting? Trying to work out whether it's specific to our site.

 

We have had many issues with SCOPAY this week. Still not got it resolved.

[Tech1]

We've also had big issues with Tucasi over the last week. It has only today that the issues have been resolved. I'm not sure if this is any help to you or not but we where told by Tucasi that the issue was actually with our ISP and changes needed to be made at the ISP level. After sending over those instructions and a couple of phone calls later the issue was resolved. Just a shame that it took a week!

[SecretSquirral]

Indeed it's not ideal that the ISP has taken so long to take any action but they do deal with a lot of traffic and can't test every single application that schools use nor do they have any way to communicate the changes to companies like Tucasi.

 

I'd ask why they were making major changes during the summer holidays though, I thought every provider in the industry knew not to touch ANYTHING in the run up to September. Do not mess with the first week of September EVER.

[meldistrict12]

We've also had big issues with Tucasi over the last week. It has only today that the issues have been resolved. I'm not sure if this is any help to you or not but we where told by Tucasi that the issue was actually with our ISP and changes needed to be made at the ISP level. After sending over those instructions and a couple of phone calls later the issue was resolved. Just a shame that it took a week!

Do you happen to know what changes need to be made please? We are having issues with Tucasi at the moment (well since we came back, last week). Sharp Systems (till provider) mentioned that it could be at the ISP level, however I'm not quite sure what information I need to give to the ISP.

 

You're not with SchoolsBroadband are you?

[SecretSquirral]

The issue that you are referring to only affected Schoolbroad / Lightspeed ISP and if you contact them and request that a bypass https inspection for scopay.com rule is added and that could resolve the issues

 

From the status.tucasi.com website

https://status.tucasi.com/issue/8d64b2bf-5092-4d4d-9793-83194136325c

 

The root cause of this issue was an ISP filtering packets, causing SCO to hang. If you use SchoolsBroadband/Lightspeed, and are having issues connecting to SCO, please call their support line and ask for a fix to be applied. SchoolsBroadband have confirmed they have a fix ready to apply to affected sites.

 

Problem Description: Connectivity issues reported by sites who use SchoolsBoradband (talk straight) or a filtering product called LightSpeed (talk straight managed service)

 

Some users may experience:

- Total loss of service

- Intermittent crashing of SCO​

 

Behaviour:

- Hangs on SCO splash screen for a long time (over 3 minutes)

- Re-try box appears in SCO.

 

The service provider has confirmed 2 separate issues that they will be rolling out globally

 

Technical Summary:

Packets are dropped by TLS inspection/threat detection engines. More specifically this seems to affect TCP FIN packets, leaving the connection open, and the client waiting for more data/closure

 

If you can contact the Internet Service Provider to bypass https inspection for scopay.com that could resolve the issues. So far this only affects SchoolsBroadband (and their other trading names). Can you let me know how you get on?

[Tech1]

Do you happen to know what changes need to be made please? We are having issues with Tucasi at the moment (well since we came back, last week). Sharp Systems (till provider) mentioned that it could be at the ISP level, however I'm not quite sure what information I need to give to the ISP.

 

You're not with SchoolsBroadband are you?

 

I am indeed with SchoolsBroadband (Until the end of next month anyway). Another user has replied with the same instructions I received. In the end Tucasi asked for a ticket reference number and contact details for SchoolsBroadband so they could contact them and deal with it directly. After this everything seemed to be working fine again, and still is today.

[meldistrict12]

Thank you both! :-D I have contacted SchoolsBroadband and hopefully we are back up and running again now.

 

Just out of interest Tech1 - what ISP are you going with? Our contract ends after Christmas, I'm not overly keen on sticking with them; especially since the Lightspeed/Netweeper nightmare we had.