Sims 7 Next Gen not working

[loxford01]

Our Sims Next gen is no longer working. We have recently moved to a new MIS support provider. Could this be related to the move. We've had an email from ESS below asking to restart SSM server but havent done this before and cant access the tech article as dont have a direct parent pay account. 

 

Anyone know how we could fix this as our new MIS support provider isnt very responsive so far. 

 

 

Something went wrong. AxiosError: Request failed with status code 504

 

 

 

 

 

Email from ESS

 

Restart your SSM server: Instructions on restarting your SSM server can be found here KB0012954 - Troubleshooting issues Your IT or SIMS support provider can assist if required.

Check that the SSM server is running If the server is operational then please check the sync status.

Check the sync status After 72 hours check that data is now synchronising. If the issue persists then please log a case with your SIMS support provider.

 

 

[SIMS_Customer_Support]

Hi @loxford01

 

To allow me to direct your enquiry please can you confirm the name of the school including the DFE number and postcode. 

 

I look forward to hearing from you soon. 

 

Many thanks

Sally 

[loxford01]

5 minutes ago, SIMS_Customer_Support said:

Hi @loxford01

 

To allow me to direct your enquiry please can you confirm the name of the school including the DFE number and postcode. 

 

I look forward to hearing from you soon. 

 

Many thanks

Sally 

Hello i have sent you a message with details. 

[loxford01]

Its now been resolved. Needed to restart the Sims Service Manager service on our Sims server to fix it, a simple fix. 

[SIMS_Customer_Support]

@loxford01 this is great news, thank you so much for taking the time to confirm, I really appreciate this!

 

Many thanks

Sally