[sims] Groupcall - Support woes

[cgilmour]

Hi,

 

Recently our Groupcall Exporter software started failing for several of our external systems which rely on groupcall to export data from SIMS.

 

This was puzzling as the exporter software normally just runs wihout any issues and we hadn't upgraded SIMS or any other server software.

 

We've been trying to resolve by contacting Groupcall support but just can get through to anyone . I've also logged a ticket via their webform etc but had no response and this was now a few days ago.

 

Does anyone know how to get a response or had similar issues recently?

 

Thanks for any pointers

 

Cheers

Chris

[andy_b]

People seem to have greater success if you get the Third party external system to contact support.

[supportman]

Just move to Wonde, they are much better in terms of support and offer exactly the same product but better.

[David44]

Just move to Wonde, they are much better in terms of support and offer exactly the same product but better.

 

That's not the choice of the school. We have a preference for Wonde too but not all third parties use it.

[ASA-Simon]

Running into the same problem with Xporter at the moment. It's been down for 20+ days and support haven't been able to get it going again. I know it's not a filtering issue as we have our SIMS server as an IP exclusion on Smoothwall.

[CHiLL]

We had an issue with our GCSEPod sync and their support said it's an issue with Groupcall. They advised that it would be quicker to migrate to Wonde instead, rather than them raising it as a support call with Groupcall. I think that says a lot about Groupcall's support.

[cgilmour]

Hi,

 

Your issue sounds very similar . We resolved it ourselves in the end by upgrading SIMS to the Autumn Release . This resolved all of our Xporter issues . A groupcall person had emailed a few days previously saying they "fixed a broken token " but this didn't help.

 

Looking at the error it looked like a change in the databse schema had happened.

 

I'm hoping this will work for you if you haven't gone to the Autumn release already.

 

Cheers

Chris

[ASA-Simon]

I'm hoping this will work for you if you haven't gone to the Autumn release already.

 

We've already done the update to the Autumn release but no change with this issue. I have got a call tomorrow with Satchel to hopefully move over to Wonde.