SecretSquirral

That is correct we are part of the same group but we don't recommend anyone above anyone else nor do we have a preference with who we work with so whoever you select we will endeavor to make the transition as smooth as possible - but please do get in touch with us when you have your provider and schedule as some sites forget to let us know and can lead to issues and delays during transition that are soooooooooooooooooooooo easily avoided.

Hi Gongalong, (I work at Tucasi so may be biased in my posts but like to be honest about it) Yes this is a little but of an odd situation, as mavhc rightly says we don't have an API that Cashless systems link to, as Tucasi have to write the API to connect to the Cashless system. In my opinion its a bit like the tail wagging the dog but having said that we are very cheap in comparison to the investment that a cashless system is so much easier to replace (but please don't! ) but this is "just the way it is". It could be if a cashless provider is not on the list it may be the case that we have never been asked to create a link to them, or it may be a "compatibility" between ourselves and 3rd party. (There are some great providers out there and others that don't have the same level of expertise as others) Please bear in mind that moving Cashless Providers is a big operation that is similar to moving bank accounts and we recommend getting in touch to discuss this further to ensure a smooth transition, here is a link to moving Bank Accounts so you can imagine its the same for Cashless: https://tucasi.atlassian.net/wiki/spaces/SHC/pages/84410375/Add+a+New+Replacement+Bank+Account (Hopefully the external link is OK with Admins) Hope it all goes smoothly.

Oops. Sorry New Year first post. I forgot to say I work at Tucasi, i put that as i post on here in my own time not as a representative of them, so no I haven't moved to another provider It's an interesting thread, as a provider I get asked when do we stop supporting the customer? Something is 100% outside our control but the customer is still suffering so we can't not do something. It's difficult as we've spent time going through customers' firewall logs and doing packet captures to get to the problem of why they experience something that no other site experiences; which on one occasion caused a complaint because the Third Party IT company invoiced the school for their time and they wanted us to pay for it even though it was a SSL Inspection setting on their firewall causing the issue. \o/ Glad the new system is working out for you and sorry for any recurring nightmares about the Sync issues!

Hi You are soooooo correct the client we used was horrendous, constantly crashed, temperamental, caused no end of issues for our customers and to be fair the support team too. So i am happy to say we've not had Sync for about 7 months now so those issues have been irradiated permanently.

The issue that you are referring to only affected Schoolbroad / Lightspeed ISP and if you contact them and request that a bypass https inspection for scopay.com rule is added and that could resolve the issues From the status.tucasi.com website https://status.tucasi.com/issue/8d64b2bf-5092-4d4d-9793-83194136325c The root cause of this issue was an ISP filtering packets, causing SCO to hang. If you use SchoolsBroadband/Lightspeed, and are having issues connecting to SCO, please call their support line and ask for a fix to be applied. SchoolsBroadband have confirmed they have a fix ready to apply to affected sites. Problem Description: Connectivity issues reported by sites who use SchoolsBoradband (talk straight) or a filtering product called LightSpeed (talk straight managed service) Some users may experience: - Total loss of service - Intermittent crashing of SCO​ Behaviour: - Hangs on SCO splash screen for a long time (over 3 minutes) - Re-try box appears in SCO. The service provider has confirmed 2 separate issues that they will be rolling out globally Technical Summary: Packets are dropped by TLS inspection/threat detection engines. More specifically this seems to affect TCP FIN packets, leaving the connection open, and the client waiting for more data/closure If you can contact the Internet Service Provider to bypass https inspection for scopay.com that could resolve the issues. So far this only affects SchoolsBroadband (and their other trading names). Can you let me know how you get on?

Indeed it's not ideal that the ISP has taken so long to take any action but they do deal with a lot of traffic and can't test every single application that schools use nor do they have any way to communicate the changes to companies like Tucasi. I'd ask why they were making major changes during the summer holidays though, I thought every provider in the industry knew not to touch ANYTHING in the run up to September. Do not mess with the first week of September EVER.

As a supplier this response from Capita is really not helpful in any shape way or form. Everyone is nervous about GDPR and data protection especially with the Data Controller v Data Processor relationship. Technically, Capita is sort of right (I'd love to see the ICO's take on it) it's the Data Controllers Data so it is the Data Controllers responsibility to ensure the accuracy of it; not the Data Processor. However, if I understand the situation it is the Data Processors' software that had an issue and mixed up contacts so I would have liked to have seen a much more honest and proactive response. But as Capita is every bodies favorite outsourcer I can see that they are just trying to protect themselves when really there is no alternative but use their services. I can state a lot of us Data Processors sucked air through our teeth when we read the statements; not the line I would have taken. Shame as it was a good opportunity to do it differently.

This can sometimes be an environmental setting which needs amended on the PC (I have seen this in the past and can confirm that some schools have this setting disabled by school’s IT group policy). This can be fixed by following: Open up IE Internet Options Advanced Tab Scroll-down to Security section and look for an check-box called ‘Do not save encrypted pages to disk’ This check-box needs to be ‘Unticked’

The letter that was sent out to heads said after lunchtime on Monday but i doubt Tucasi will be cutting anyone who is attempting / making progress with migrations off until end of june because it's all about TLS1.0 and PCI compliance (search engine it), more likely they'd target the sites who haven't done anything yet first........ if they did it could be mayhem.

@synaesthesia I am glad you've moved forward a little. "I suspect some people will be looking for assurances that future support levels improve, i know our senior team will be." Absolutely, I am certainly one of them! We are working hard on this, the future is looking much rosier but I will be in touch rather than on edugeek.

Hi, <> Most sites have migrated and haven't needed to contact support at all. The most frequent requests are for lost SCO Admin passwords (prime contacts have moved on so didn't get the email) not being able to find the new client installer, that people are calling about. @synaesthesia has really been let down and I am honestly not aware of anyone else suffering in this way. About 15 - 20 sites are successfully migrating per day, if and when a live migration fails it is a case of dropping what we're doing to get them up and running again as soon as possible but these are thankfully very few and far between. The test migrations allow us to fix the issues prior to sites attempting to perform the Live Migration during which SCO is unavailable until after it completes successfully so are very time sensitive. All 2.3 customers with online services should have received an email (except people that have "unsubscribed" from emails) detailing the need to migrate, so please do at least attempt the test migration as soon as possible. This is nothing to do with GDPR but PCI TLS1.0 so please please do migrate as soon as possible.

Hi, <> Unfortunately the 2.3 version of Tucasi SCO uses a protocol called TLS1.0 which from the end of June will no longer be allowed to be used under the Payment Card Industry guidelines so there will be functionality lost this is outside our control. We have migrated the majority of sites across but there are still many pending that we are calling and emailing. In regards to 2.3 GDPR compliance but you would need to do a lot of manual work to: delete someone, provide information under an info request, manually remove data following the expiration of your retention period etc. but it be manual and the schools would need to put manual controls and processes in place; not easy, nice and potentially not compliant. Whereas, 2.4 will have this functionality either by default or as a click of a button or two, this is currently being rolled out to our customers. The driving force is that following end of June online payments, communications and parents evening will not be available to 2.3 customers. We have a large and increasing team for customer support plus a dedicated migrations team (option 2) but if things are not progressing then PM me and I will see if I can help. There is a back log of failed test migrations that every available technician and developer are working through them, these are usually inconstancy errors in the data (opening and closing balances not matching which can be fixed once the error identified).

This is completely unacceptable, I can't believe that please can you PM?

Hi, Used to be on Edugeek a lot back in the day supporting good old SUMS (laterly OPENhive) for Synetrix but now after a break working outside the education sector - and forgetting all my old log in details doh! - am back in the sector so signing up to keep an eye out for comments about my new world and to help out where i can.

Hi, just seen how much a 0844 number costs to call so looking to change that, after I stopped my eyes watering. Do schools generally get free daytime call packages or do they just get charged per call? Looking to switch to a 0344 / 020 number that is "free" on anytime / included in bundled minutes in packages, they cost a couple of pence per minute for us but BT have to get money for the champions league somewhere! Is it worth while, if schools generally don't have free minutes then the saving to them is only 40p for a 15 minute call compared to the existing 0844 number? thanks in advance, Secret Squirrel