kennysarmy Posted February 2, 2016 Posted February 2, 2016 The best thing to do is log a pre-emptory case and get support to watch the process of update from the beginning, showing zero connections to the server. This would "prove" it happened under their gaze. Then see what they think. Not sure our LEA support would know how to....and of course we do the upgrades out of hours - usually Sunday evenings - unless some sort of logging can be put in place!
zag Posted February 3, 2016 Posted February 3, 2016 I logged a call 3 years ago, was told it was "easily" solvable by re-installing Sims on the client. To be fair, it did work!
SouthCoastSaint Posted February 3, 2016 Posted February 3, 2016 Just what I was thinking Zag. It's one of those things that we know HOW to solve, it's just a pain. Wouldn't dream of logging a case about such an old well-known problem. Which would explain the small number Capita have had recently.
kennysarmy Posted February 3, 2016 Posted February 3, 2016 I logged a call 3 years ago, was told it was "easily" solvable by re-installing Sims on the client. To be fair, it did work! Not much of a solution if you have the an exams officer who floats around the school using multiple computers, such that every time there is an update you waste a technicians time going round manually doing an update that failed to work properly!
vikpaw Posted February 4, 2016 Posted February 4, 2016 Just what I was thinking Zag. It's one of those things that we know HOW to solve, it's just a pain. Wouldn't dream of logging a case about such an old well-known problem. Which would explain the small number Capita have had recently. It's the principle though. We find workarounds and live with it, then don't even bother to log it, or complain any more (apart from here), and build up unnecessary resentment towards the product. These things shouldn't drop off the radar - but it's our fault for letting it go to some extent, on the other hand - 'this report must go out tomorrow, and I need this info last week!' arrives on your desk and you have to prioritise. Lose-Lose unfortunately
SouthCoastSaint Posted February 4, 2016 Posted February 4, 2016 It's the principle though. We find workarounds and live with it, then don't even bother to log it, or complain any more (apart from here), and build up unnecessary resentment towards the product. These things shouldn't drop off the radar - but it's our fault for letting it go to some extent, on the other hand - 'this report must go out tomorrow, and I need this info last week!' arrives on your desk and you have to prioritise. Lose-Lose unfortunately If the error is searched before logging the particular case as expected, the KB62140 Automation Error when accessing Exams Organiser will display, so the vast majority of people won't get as far as logging the case. That KB is dated 2012 and says *usually* caused by exams being open.
kennysarmy Posted February 4, 2016 Posted February 4, 2016 It's the principle though. We find workarounds and live with it, then don't even bother to log it, or complain any more (apart from here), and build up unnecessary resentment towards the product. These things shouldn't drop off the radar - but it's our fault for letting it go to some extent, on the other hand - 'this report must go out tomorrow, and I need this info last week!' arrives on your desk and you have to prioritise. Lose-Lose unfortunately I'm sorry but I've raised this issue with our Local LEA SIMS Support team who said they'd contacted SIMS for a resolution, guess what, it came back - all you nee to do is manually re-install! They've had opportunities to research further and must know enough schools now where they can with some certainty say the error will reoccur with the next upgrade and yet we've never been asked to provide further details, or had anyone request to remote in and gather data on why the error occurs. I do not accept that it's OUR fault that the issue remains...only that you are right....it does get to a point when you believe you are not being listened to....see start date of this and other threads on this topic!
vikpaw Posted February 4, 2016 Posted February 4, 2016 I wasn't suggesting it's our fault, only that we're too busy to keep hounding them. Just responding to the two posts saying it does have an easy fix, and thinking more generally that we probably do that a lot of many things. We're good at finding workarounds. I totally think they are pretty lax for constantly reverting to the reinstall option, when it's been raised many times that there is something fishy going on. It's probably not worth their time though. I think there is a difference between logging a call about a problem and raising an issue as a bug. As an ad hoc problem, the solution is a simple one. Perhaps they are not conceding it is a bug, or not registering it that way, and so it will never get past the flowchart support layer, where it's solved and case closed. Posts 74, 75 and 62 in combination would lead me to believe we are making some headway into getting it monitored as it occurs. @PhilNeal perhaps an Engineer can monitor @kennysarmy 's next attempt. 1
PhilNeal Posted February 4, 2016 Posted February 4, 2016 @kennysarmy - please drop our product manager an email and we will monitor. [email protected] 1
kennysarmy Posted February 5, 2016 Posted February 5, 2016 @kennysarmy - please drop our product manager an email and we will monitor. [email protected] Email sent offering our assistance. 1
ozydave Posted May 12, 2016 Posted May 12, 2016 SIMS can't re-create the issue, therefore no problem, everyone move along please.... I wish there was a thumbs down button for your post :-) Update last night - exams module not working grrrrr
ozydave Posted May 12, 2016 Posted May 12, 2016 On 4 PCs i have run SIMSInfrastructuresetup.exe nothing else it fixed it on all 4 PC's
SouthCoastSaint Posted May 12, 2016 Posted May 12, 2016 I raised a ticket making it clear that the ticket was just to let them know that we upgraded using Solus3 and contrary to Phil's assurance that it couldn't happen with Solus3 it did. I had a call from the team telling me to rename SimsOld and re-install. Buisness analylists have asked for log files from server and client from the upgrade day now.
kennysarmy Posted October 7, 2016 Posted October 7, 2016 Just got this error once again, arghh! It's OK ALL you NEED to do is manually uninstall and re-install !!!
Sam_Brown Posted October 7, 2016 Author Posted October 7, 2016 Come on guys... it's only been 5 years!
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