Sims linked documents issue not saving

[loxford01]

We are having issues saving linked documents in Sims for student profiles, with the error 'documents failed to save'. This has been ongoing for weeks now and back and forth with our MIS support who established that our proxy is blocking this function. This is after deploying all the latest released patches to resolve this. 

 

Their support then shared ip addresses to whitelist and have now added the correct URLs/ ip ranges/ ports to our firewall via RM broadband and the error still exists. Anyone else having the same issue?

 

Could this be anything linked to this update from Sims/ESS 

 

Sims 7 document server changes for Sims summer 2026

https://www.sims-partners.com/News/2026/Summer26/DMS

 

 

 

[enbiggen]

For the record we've got the same issue and I submitted a ticket about an hour ago with them...

[Boredguy]

One of our sites reported similar issues yesterday and raise an issue with our support provider.

Not heard what the outcome was have noticed a few issues about it since the Summer release came out back in July which forced linked docs to go to Sims Next Gen storage by default (never mind the fact the onsite doc storage has hardly uploaded content yet making it a real case of pot luck for where a document might be)

[S-Spiller]

Hi folks, if you are still having this issue I have resolved it this morning. Back when we shifted to User based filtering, RM provided us with a proxy which circumnavigates a lot of the userproxy restrictions, we use it on some of our servers.

This morning I chucked that proxy server address and port into the section of SIMS installed on my PC from the tab Tools > Setup > SIMS Services > Default Proxy Settings > 'Use the following proxy server' and in our case, we use proxy2.rmsafetynet.com:8080 and this will allow all SIMS services like DMS to tunnel through, and as long as you had the correct permissions, once saved, this will change this setting across all workstations on your Domain.

Hope this helps, as trust me, I have been banging away at this issue since Thursday last week with almost zero help from SIMS.

[enbiggen]

It's not directly solvable for us - due to our setup - but I did confirm that I can add documents on our SIMS server (minimal proxy shenanigans), but not on normal proxy machines. So I'm a step closer to finding a solution too. (SIMS haven't been very helpful for us either.)

[loxford01]

I can also confirm that the proxy2.rmsafetynet.com:8080 entry in Sims settings has fixed it on an affected PC that originally had http://ssfilter.userproxy.rmplc.co.uk:8080 as proxy. However, another PC with the same http://ssfilter.userproxy.rmplc.co.uk:8080  proxy works ok so the confusion bit continues. Sims support have gone quiet on this too. 

[enbiggen]

Thanks for your help - I found KB0014069 and added the exceptions - and can now save documents - yay!

[loxford01]

Could you share the KB link? I want to check if it's the same as what was shared with us to add. 

[enbiggen]

This is the link as it appears to me when signed in:

https://help.parentpaygroup.com/csm?sys_kb_id=20a8f39e8387c7d07dff87a8beaad3a5&id=kb_article_view&sysparm_rank=1&sysparm_tsqueryId=db6e91883bdf8b5c71dfa50c95e45a6e

 

KB0014069 - it was published 6 days ago.

[loxford01]

Thanks, thats definitely not the list that was shared with us, I guess because they were busy compiling this KB. I will get these whitelisted on our firewall, hopefully will resolve all the issues for us too. 

[sunny88]

Consolidated Workstation Patch 3 was meant to fix this. But we still get schools with the error. Is the fix to whitelist the urls/i.p  

[loxford01]

We were told the same about Patch 3, but our issue was fixed before that with URL whitelisting from KB shared previously. 

[sunny88]

ESS have told me that CWP2 fixed this, 

[Boredguy]

Well if its any help, tracked it down on our setup as being cause SIMS is giving a 407 error as it can't authenticate through the RM User based filtering (Get the same with Powershell so have to tell it to pick up the browser credentials at times).

If you go transparent or a non userbased filter it likely works which is why the suggestion from RM to point to one of their different proxys likely worked fine

[Jemb]

This seems to stems from the fact sims has moved the docstorage to the cloud as part of the migration to NextGen.

This will not allow sims to update its fileset or at least not allow the client to see it. Even if you have fileset 3401 on the server.

The client will appear to update to 3401 and then seems roll back 3400 and you end up with an install loop.

You cannot save documents.

 

We resolved the situation after a considerable amount of work and little to no help from SIMS support.

I am beginning to wonder what we are paying for! too much reliance on Ai and aswers covering what we had already done.

Add all the exceptions listed in KB0014069  to the firewall.

I added sims as a proxy exception this did not help until I put the proxy into the UI here. Tools > Setup > SIMS Services > Default Proxy Settings > 'Use the following proxy server'

If you haven't already done it, run all the updates  Consolidated workstation patches 2 and 3 and fileset 3402.

Make sure your users restart. You need all 3 Exceptions, Proxy and patches.

 

[Boredguy]

Cheers updating that to point to the SWGfL updateproxy has resolved it... strange the support provider hasn't got back to us yet so going to close that call with them

 

[David44]

We have just come back to this issue today, this was after installing 'Consolidated Workstation Patch 3' and making some quite big changes to the firewall over Half Term.

For us, it seems to only effect newer linked documents, so probably ones created since Parent Pay introduced the cloud version of SIMS Document Management Server and were uploaded directly to it rather than our onsite DMS.

 

I see that @enbiggen has posted a link to a KB which lists URLs and IP addresses that SIMS uses but I can't actually see any traffic being blocked from the client PC or the server anyway. Does anyone know how cloud DMS works? I assume it's the SIMS server that requests the document from the cloud and then serves it to the client in the normal way rather than the client requesting it directly from the cloud. I just want to know so I know what to monitor on the firewall.

[Boredguy]

We found part of the issue of linked docs not saving was not related to CWP3 or anything like that, but rather a case of SIMS not behaving with proxy servers that used the browser/ad credentials.

 

We went into Tools -> Setups -> SIMS Services

Under Section 3 Default Proxy Settings, we specified a specific proxy server that wasn't our user based proxy address, but rather one of the generic ones we can assign, saved it then had users relaunch SIMS and then try a document upload again, and it then worked and also uploaded everything they had been trying over the past several days too