SIMS - How to contact support (URGENT)

[SIMS_Customer_Support]

6 minutes ago, markwilfan said:

@SIMS_Customer_Support any update?

Hi @markwilfan please can you confirm the case reference in relation to the issue you are currently experiencing? 

 

Kind Regards

Customer Support Team

ParentPay Group

[markwilfan]

CS0241129

 

SIMs Eligibility check pops up every time we open SIMs

 

Can't open SIMS now 3 secondary schools in our trust and 1 primary

[markwilfan]

Still the same

 

Advised to restart the server.

[markwilfan]

Anybody else got this problem? We can't be the only ones. Support is ghosting us now

[Jawloms]

Working fine here.

[markwilfan]

We have these schools that cannot use Sims

 

Worle community 8024001

Priory School 8024143  

The King Alfred School 933 4005

West Huntspill 933 2052

East Huntspill 933 2169

Pawlett Primary 933 2039

St Andrews Junior Academy 933 3152

Burnham Infants 933 2165

Castle Batch  802 2332 

St Anne's Church academy 802 3115 

Berrow Primary Church Academy 933 2058 

[DWilson1997]

We don't have an issue here with 2 SIMS databases. I would recommend calling to prompt a response on your open ticket. 

[howartp]

I presume your schools are up to date with 7.226 (Autumn 2025)?

 

We haven't put 31070 DB Patch 1 on whatever it fixes.

[willtech]

Can you see traffic going out to licenses.sims.co.uk on port 443 ?

 

Also does workstations have .Net 4.7.2 or above

Edited April 7 by willtech

[markwilfan]

looks like a f**k up of our contracts. thanks though

 

[willtech]

4 minutes ago, markwilfan said:

looks like a f**k up of our contracts. thanks though

 

Oh no 😬

[Starbug1]

Has anyone here migrated from SIMS to another system e.g. Arbor, Bromcom etc, and been unable to access SIMS, and also unable to access the helpdesk?

 

The error I get is that "we have been unable to confirm that you are eligible to use this software...":

We don't want to actively use SIMS now that we use an alternative provider, however we recently received a subject access request for data that we believe is in SIMS but not transferred to the new MIS.

 

Does anyone know how to resolve this?

 

I can log in to the SIMS portal but there is no way to log a ticket and the page contains various errors e.g. "An unexpected issue occurred. Refer to product documentation or contact support for more information"; I guess my login permissions are reduced because we are no longer licensed

 

@SIMS_Customer_Support are you able to offer any assistance?

 

 

 

[supportman]

3 minutes ago, Starbug1 said:

Has anyone here migrated from SIMS to another system e.g. Arbor, Bromcom etc, and been unable to access SIMS, and also unable to access the helpdesk?

 

The error I get is that "we have been unable to confirm that you are eligible to use this software...":

We don't want to actively use SIMS now that we use an alternative provider, however we recently received a subject access request for data that we believe is in SIMS but not transferred to the new MIS.

 

Does anyone know how to resolve this?

 

I can log in to the SIMS portal but there is no way to log a ticket and the page contains various errors e.g. "An unexpected issue occurred. Refer to product documentation or contact support for more information"; I guess my login permissions are reduced because we are no longer licensed

 

@SIMS_Customer_Support are you able to offer any assistance?

 

 

 

We just used the Salamandersoft to extract all the linked documents and sent those for any Subject Access requests.

[Jawloms]

If your contract has finished, then you can't access SIMS anymore. It's actually part of their agreement that after the contract you delete everything. If you've switched but haven't reached the end of your contract, then it should still be working and you'd need to contact them somehow!

[colly72]

From a subject access point of view, you can't provide what you don't have.  Better that way than keeping data that you shouldn't.

[Fazza]

 

The answer is in your screenshot, if you don't have a current paid subscription to SIMS then you cannot use their software as only people who pay them are eligible to use it.

[DrCheese]

Remember - SARs only have to be reasonable searches. To search the data in SIMS you'd need to pay up for a new contract, which would be unreasonable.

You can't release what you don't have access to.

 

[psydii]

…except there are guidelines on data retention. It would be reasonable to expect a org to have not lost access because they simply didn’t want to pay. It’s also bonkers that to maintain archival access would require a full licence.

 

When I last migrated an MIS (a very long time ago) I negotiated a perpetual single user/seat licence to cover this sort of thing. I am stunned that the DfE / Cabinet Office hasn’t pushed this type of clause into framework contracts.

[Jawloms]

I'd have thought companies could simply make it read only?