SIMS - How to contact support (URGENT)

[SIMS_Customer_Support]

Hi @Edu-IT, I'll drop you a message

[bknaggs]

19 hours ago, the_quick said:

So we get that message but as well most of our staff couldn't login to Sims. If I restart SSM, for short period of time we can login. But after that time, we just get a  splash screen from Sims and nothing else. If I disable SSM all can login without a problem. Applied the patch, but didn't fix it. Anyone else had similar experience? 

We had a similar problem to that a couple of years ago. It's not related to this patch so you'll have to get a ticket raised and if it is the same as our problem something is corrupt in your SSM setup.

[a_masters]

I've had access to the new support portal since they launched it, but today everything I click on just gives me a page not found and a game of Breakout. Is it just me? 🤨

[gumbygaz]

16 minutes ago, a_masters said:

I've had access to the new support portal since they launched it, but today everything I click on just gives me a page not found and a game of Breakout. Is it just me? 🤨

 

Yep exactly the same for me, it's good they tested this before switching over! I found to use the search is the only way to find things but that's a touch unreliable also.

[SIMS_Customer_Support]

@a_masters @gumbygaz could you drop me a DM with your school name and a number we can contact you on please?

[enbiggen]

On 16/05/2025 at 14:57, SIMS_Customer_Support said:

@a_masters @gumbygaz could you drop me a DM with your school name and a number we can contact you on please?

 

Hi,

 

I have the same issue - I can see my case list, but if I look at anything from the Knowledge Base menu I get "Sorry, the page you requested was not found." and the break-out game.

 

I assumed that this was an issue that was affecting everyone, but it sounds like that might not be the case, in which case would it be possible to fix my account too?

 

Thanks.

[SIMS_Customer_Support]

Hi @enbiggen, picking this one up for you now

[robslack]

We are also getting the same issues as only seeing the breakout game, not very useful if you actually have an issue

[SIMS_Customer_Support]

Hi @robslack @enbiggen @gumbygaz @a_masters, sorry you've not been able to access the Knowledge Base, there were some permissions issues which should be been resolved now. Can you please refresh cache and try again? Let me know if this doesn't fix for you

[DWilson1997]

@SIMS_Customer_Support Most of us still can't even get onto the portal. We managed to get 1 person on, however they can only see 1 school and SIMS Support advised our emails can't be registered to more than 1 school and it should have been setup as a MAT login... but no one seems to actually be helping resolve it. 

[SIMS_Customer_Support]

Hi @DWilson1997, can you drop me a DM with your details and I'll get the team to pick this up for you

 

[MickH]

@SIMS_Customer_Support  Hi, I've still not had email for new portal, contacted our support team and they do not have the code that is requested to register.  Are the user accounts from the old portal being ported over to the new one or do we have to create a new account?

[SIMS_Customer_Support]

Hi @MickH, you will need to create a new account for the portal, can you share your details with me on DM and I'll get this followed up for you

[AnglianEdu]

This problem is back again for us this morning, anyone else?

[a_masters]

Us too...

[AnglianEdu]

Second Thursday in a row, clearly whatever it is doesn't like the day Thursday. 

[robslack]

1 minute ago, AnglianEdu said:

This problem is back again for us this morning, anyone else?

I have just logged into the portal and able to access it with no errors

[OLPTech]

Same here too all 3 sites.

[Bradcooper]

Yep same here.

[Steve21]

Yep broke here too!

[mbl]

Same here

[hallb15]

Same here. SIMS and FMS both giving the Eligibility error...

[AnglianEdu]

Worth noting SIMS does actually work if you press remind me later, but the Statutory Returns / Census functionality isn't there. Everything else works mind. 

[Steve21]

Also annoying that everytime you click on the “alert” you get a 404 page instead of the page…!

 

steve 

[Sonic007]

Me too. Down this morning.

 

This is an utter shambles!