GroupcallSupport

Hi meastaugh1! Thank you for highlighting the issues experienced on VMWare Virtual Machines, both here and to our support team via your VLE provider. Also good to know first-hand zag that you are running on Hyper-V without issue; it’s always very useful to hear from the front-line users. We have over 2,000 Emerge installs, across multiple types of hardware, and this is the first time that this particular issue has been reported so we are keen to provide some help here. When we first looked at the school 3GB RAM was assigned and local cpus were constantly at 100%. To provide a first point of problem diagnosis we requested they up RAM to 8GB. This was done, and following this CPU usage was then at a constant 75%. This indicated, along with known good instances on other virtual machines, that the issue may be related to VMware configuration. We have recommended as a next step to switch from 2 x dual core vCPU’s to a single vCPU with unlimited resourcing; we cannot provide the necessary technical expertise however in VMware to assist with this in any great detail. As you might expect we do not have a direct relationship with VMware so we have therefore recommended the school raise a case with VMware support with which we’d be happy to assist where needed. As a separate incident, where another school had a similar Emerge related/VMware issue. We’ve tried another tack, and requested a separate VM was spun up “Just for Emerge”, specs as follows (4Gb RAM, 1vCpu (dual core: 3.93Ghz), windows 2008, R2 SP1 64 bit), interestingly since this separation of Emerge & SQL on to different servers, CPU usage on either is now well within normal parameters. We can’t comment on this in detail as you hopefully understand, but provide this information in the hope that it will assist the community. If you believe you are affected by issues with VMware, we would encourage you to make use of VMware support or forums etc, however we are happy to assist individual customers where possible. Please contact us on [email protected]. Thanks again all, we look forward to hearing your findings. Kind Regards Major Atwal Support Manager Groupcall Limited

Hi All, If you are finding Emerge / Xporter is not syncing data or has other problems, please kindly log a support call with us. As im sure you can all appreciate Xporter / Emerge is a complex solution relying on line of sight to the MIS, connectivity to the internet / wifi, and that data quality within the MIS is good. Any and all of these links can suffer from issues, especially after a Summer where any of these components may have been upgraded / replaced and/or moved to diiferent hardware. In most cases a call to support will allow us to help cure the issue. Equally if we do find an issue that is unique or is not easily categorised, we will spend as long as is necessary assisting investigate and resolve to the customers satisfaction. @lbaker we have been given your systems manager details and are attempting to contact and assist, but currently not having much luck.

Hi Seb1780, This was an issue in the older versions of the Emerge but this has now been resolved in the latest version and overwriting shouldn't occur. Please check that the latest versions have been installed on the devices and if you still find that Emerge is overwriting the marks please contact us via email [email protected] or by telephone on 0208 5027344 and we will then assist you further. Many thanks, Groupcall Support

Hi Zag, Following assistance from Michael @ Groupcall yesterday. Can you advise if the issue's previously encountered are now resolved? I believe you have Michaels direct dial, so would welcome a call so we can assist further if needed? many thanks Major (Groupcall Support)

Hi Zag, Can you kindly confirm what version of the Emerge app you are using? Can you kindly visit the AppStore and ensure you have the latest version. If this issue is related to the latest version, please kindly contact the support team, who'll be happy to look into this and see if we can track down the source, and offer a solution. Kind Regards Groupcall Support

Hi G Reed, We post a large amount of articles supporting Emerge usage and assisting with understanding here: Emerge Documentation | Groupcall Support Regards Groupcall Support

Hi Zag, Im sorry that your experience of the latest version of Emerge has been negative. Can you kindly advise if you have logged a support call with Groupcall, as each of the above issues can be rectified and are likely site specific? Groupcall - Support Team Many thanks Groupcall Support

Many Thanks McBridge!, The issue encountered here was localized, but: For anyone else that see's a similar issue please follow these steps: 1) ensure that you are running the latest Emerge App (as downloaded from the App Store) 2) Double click the home key, and confirm that you do not have too many apps multi-tasking, by closing some not in use. 3) Give us a call / email and we'll be glad to assist. Groupcall - Support Team Thanks GroupCall Support

Hi, The signal 11 error is an operating system error raised by the IOS, due to a potential low memory issue. Please double click the home key and check how many apps you currently have open?

Groupcall Xporter X3 has been designed and developed to operate in Windows Vista / 7 / 2008 Server environments (32bit and 64bit) which will overcome the issue described in this thread Should you experience any issues with installation / configuration of Xporter please email: [email protected] or call 0203 328 4615 Regards, Groupcall Support.