[sims] SupportNet

[creese]

Creese, I'm beginning to think this could be at your end. Please log a call so that we can investigate.

Thanks

Phil

 

You think I have the same problem at home as I have in the office? Really? Are you serious?

 

How about the calls we have logged and the requests for 'screenshots'. Were they serious?

 

No, I'm fed up with it (that's being polite). I'll advise the team that until it is proved to be no longer a problem they should log all calls by phone.

[PhilNeal]

Creese, if you’d like to let me have the case reference I will assign a top engineer to try to solve a problem but I have no idea who you are. We have had some binary issues with SupportNet i.e. it has been down on occassions but that isn’t what you seem to be describing

 

Yesterday there were two pages of SupportNet threads from 8:00 to 18:00 so SupportNet is running; there isn’t a thread about this issue but I will start one. We take around 200 web cases every day. I’ve seen around 50 LA reps in the last three days talking minute levels of detail and it wasn’t raised – I think they would have been shouting if this was widespread.

 

We have had problems that are ISP specific i.e. getting to our address server, so it’s not impossible in my view to have something that could be affecting you at home and in the office.

[matt40k]

Can't log calls today via WebSupport

[creese]

Can't log calls today via WebSupport

 

I'm a few hours west of you.

 

Waiting for my colleague to send me the case reference. I'll send it when I can, I'm training today.

[pete]

Yup - intermittently getting "you are not allowed to access this" error when adding a note to a case that I opened.

 

This is getting silly.

 

For added hilarity, I've just noticed a mailfilter somewhere at Capita (i.e not our inhouse one or the county one) has decided "assessment" and "classes" contain Profane Language. This would be in the 29th Sep Supportnet mailing. The county filter would block the mail, with the option to release - not edit it. Our filter would email me with an end-of-day summary.

 

27/09/10: My Cl**Profane Language Removed**es Today (Missing Registration) (Attendance and Lesson Monitoring)
27/09/10: Registers for extra curricular activities (Attendance and Lesson Monitoring)
23/09/10: lesson attendance report when two cl**Profane Language Removed**es in one day? (Attendance and Lesson Monitoring)

[matt40k]

WebSupport working again.

[Alfred_Bester]

I also had a problem this morning.

However I have also found that a piece of software that we run to connect remotely to schools was impacting our connection to SupportNet. The software that we use is CentraStage, and we use this via IE. We have found that running Centrastage and SupportNet in different tabs through the same IE instance was impacting our access to SupportNet. I now run SupportNet in its own IE instance and from my perspective this has made things better.

[vickiekatescott]

Hello Creese, I apologise for the issues you have been experiencing trying to download data from SupporNet. We have been experiencing problems in particular with the downloading of documentation (specifically training materials) and we are working with the SupportNet team to rectify this. If you do need any user or training material documentation sent to you urgently and you are having problems downloading from SupportNet, please contact our publications department ([email protected]) and we will endeavour to send the information to you directly and as quickly as possible.

 

Kind regards

 

Vickie Scott

Publications Manager

[creese]

Hello Creese, I apologise for the issues you have been experiencing trying to download data from SupporNet. We have been experiencing problems in particular with the downloading of documentation (specifically training materials) and we are working with the SupportNet team to rectify this. If you do need any user or training material documentation sent to you urgently and you are having problems downloading from SupportNet, please contact our publications department ([email protected]) and we will endeavour to send the information to you directly and as quickly as possible.

 

Kind regards

 

Vickie Scott

Publications Manager

 

It's a shame this wasn't offered before I attempted my course today based on quickly cobbled together, out of date notes. I have been trying for 2 weeks to download recent notes as well as report defs for a school nearly under special measures. We reported the problems but that just made us more frustrated when asked to send screen shots of a wepage, especially as thye page was frozen. What on earth hid this person expect to get from a snapshot of a wepage?

 

Instead of someone looking at the problem and taking the impact to us seriously, it seemed we were subjected to stalling tactics.

 

I'll IM the report defs I need and my email address, not sure if you can send some stress and embaressment tablets to help me recover from a disasterous start to a training course this morning though. You should see the bruises on my forehead.

[matt40k]

I think the biggest problem with SupportNet is the server is located at Bedford. So we're all going via that little connection they have which they also use for web access.

 

Why they can't move it over the bunker with the download server, or ideally, into a major datacenter is beyond me, I understand about the SFTP server, but surely they can get there local server to stream to the faster server in London where traffic is measured in GBs not MBs.

 

Could be wrong of course. Pennies for thoughts.

[creese]

Looks like the problem may be resolved.

 

Thanks to a remote session. The file I was trying to download had an * in the name, all these have been removed. We also deleted all temp files from IE.

 

All seems well now, I did eventually get the course notes and a Report Def sent to me today.