Control Issues Index

This page is the master “index” of WIKI articles for Control. The information is arranged in several formats. You may navigate using the Table of Contents on the right, or by typing Control-F and searching for specific text.

This organization of issues is arranged based on the Tier-designation used internally by Cyrious Software for their support technicians. A Tier-1 issue is well understood and the steps to repair it are straight forward. A Tier-2 issue is generally less common, presents differently in each case, or requires a high level of technical experience to resolve. A Tier-3 issue requires the most skilled technician applying the scientific method to diagnose and resolve the issue.

Tier 1 Issues

The following issues are generally Tier 1 issues. Tier 1 technicians should handle these issues as outlined in the steps detailed in the description. If the issue remains after the completion of the Tier 1 steps, the Tier 1 technician stops work on it and elevates the ticket to the next available Tier 2 technician.

Installation Related
Need an example of a typical Control installation* Control1 - Control installation overview
Want to put Control on a new Client* control1_-_client_install
New Control Customer
New Control Server Installation
* control1_-_new_control_5.5_server_install
* control1_-_new_control_5.1_server_install
* Control1 - Manual Installation of Control 5.5
Server Swap* control1_-_performing_a_server_swap
Wants to Upgrade the version of Control they are running.* control1_-_upgrade_5.5_to_latest_release
* control1_-_upgrade_version_4.6_to_5.5
* Control Update 3.x - 4.6
Common client installation issue: Control requires network logon* Control requires network logon
If a customer has a 2nd SSLIP follow this for the install process* Control1 - Second SSLIP (Macro SSLIP)
Error Message when running any report: Class Not Registered* control1_-_installing_crystal_reports_xi
Configuration Related
Control Services Configuration* Control Service Configuration
Email configuration* Configuring Control to send email
* Using Control with a GMail account
User passwords* User password reset via email (Control 5.5+)
Support Tasks
Need to obtain a backup of a customer's data* Control1 - Getting a copy of a customer's database
* Control1 - Using the Order Export Report
Basic Troubleshooting* basic_tips_for_troubleshooting_control_server_and_associated_services
* Troubleshooting Checklist (internal)
Production Terminal
Need to install Production Terminal* Control 1 - How to setup Production Terminal
SQL Service not startingSQL Service not starting
Access Violation when Printingaccess_violation_when_printing_._._._usp10.dll
usp10.dll copy 2
Artwork Approval
Advanced TroubleshootingArtwork Approval Portal
Control Cloud Payment System (CCPS)
CCPS Portal for all related linksCCPS Introduction Portal

Tier 2 Issues

  • Problem is repeatable on the customer's system, or on multiple customer systems.
  • Problem may or may not be recreated on another system
  • Require an understanding in many areas such as database, data structure, reporting, pricing computation, etc.
  • This type of problem requires a scientific method of hypothesis, research, and trial-and-error.
Inventory Home Inventory Home
Inventory explanation:Inventory Overview
How does Consignment Inventory Work?Consignment Inventory (internal)
Adjusting Reserved levels (On Order)control_sql_-_adjust_reserved_inventory_levels_to_match_orders
Merge Duplicate Inventory ItemsMerge Duplicate Inventory Items (SQL)
Merge Duplicate Inventory SummariesMerge Duplicate Inventory Summaries (SQL)
How to do a Retroactive CloseoutRetroactive Closeout
Which entries are made for accounting actions taken?Accounting Reference Table (internal)
GL Activity by Action (internal)
How do I post a payment for an order that was written off as bad debt?how_do_i_post_a_payment_for_an_order_that_was_a_write-off_to_bad_debt
How to handle an NSF Check and Update Quickbooks.NSF Checks
How to repair Direct Cost from Bills.Direct Cost from Bills Repair (billable)
How to process a refund in Quickbooks.Refund in Quickbooks (internal)
How to check Order Tax settings.control_-_order_tax_settings_lookup
How to insert a missing Journal (Activity) for Finance Charge on an OrderInsert Journal for Finance Charge (SQL)
How to Track Donations.how_to_track_donations
Part Usage
What is Smart Parts?Smart Parts
* Adding Parts to OOBAdd Parts to OOB
* Setting up Data ImportingImporting Data home
* Troubleshooting O/S or NetworkingGeneral
* Cyrious Response to VirtualizationVirtual Machines (VM) and SQL Express (internal)
* Is the customer using virtualization?how_you_can_tell_if_the_server_is_a_virtual_machine_or_a_physical_machine
* Is my Anti-Virus causing problems?known_issues_with_anti-virus_applications
SQL Optimization
Riot Creative Imaging - ARC
* Create a new Riot-ARC business locationRiot - ARC (new){internal}
SQL Server Related
* Determine SQL inconsistenciesSQL Master Reference - SQL HOME
* SQL Query homecontrol_sql_-_queries_to_identify_problems
* Corrupted Databasesql_server_-_dbcc_checkdb
* Clear SQL Processes without downtimecontrol_sql_-_odbc_process_removal_query
* Standard SQL Functions and ViewsSQL Functions/Views (Standard with Control)
* Customize SQL Queries/Triggers (such as for Macros)Modify Transaction Variable (Order Condition)
* Determine Control Version Historycontrol_sql_-_version_history
* Access Denied when attempting to log inaccess_denied_when_attempting_to_log_into_sql_management_studio
* Reinstall SQL Bridgecontrol_sql_-_reinstall_sql_bridge
Bug Submission
* Clearing customer info for bug testing on backupClear customer info for Testing (internal)
* Determine Recently Modified Records (SQL)control_sql_-_recently_modified_records
* SQL Query to Search All Tables (TRAINING/TESTING ONLY)This should not be run on a customer's system ever.
Unsupported Solutions
* Server Auto-LoginAuto Login User on Server (start Services) [Security Risk]

Tier 3 Issues

* Tier 3 issues refer to problems with these characteristics:
* May not be easily defined.
* Are usually not easily repeatable
* Usually can't be [intentionally] recreated on another system
* Require a deep, broad understanding in many areas such as database, data structure, reporting, pricing computation, etc.
* May involve interaction with non-Control players or the operating system.

By their nature, there is not a list of Tier 3 issues. Rather this type of problem requires a sophisticated scientific method of hypothesis, research, and trial-and-error.

~ Customer Request or Error~ Tier 3 Action
SQL ServerPreface - Some of the following topics will fall into Tier 3 due to the amount of data to be
considered for the topic to be relevant. Pulling usage data, Profiling, and Tracing can involve VERY expensive
queries that can or will impact or halt production on that database. These tasks will generally be required for companies with larger data-sets
and considerations will be required to ensure that testing does not interfere with their production.
* Database CorruptionSQL Recovery 1
SQL Recovery 2 - LDF lost/corrupted
SQL Recovery 2.2 Attach MDF w/o LDF (sqlAuthority)
* Copy Tables

- This generates 1 index on the new table based on ID; Know the implications before utilizing this.||

* Track SQL
* Statistic Collectioncontrol_-_how_to_determine_the_size_of_each_sql_database_table
* Data-Set ModificationMerge Product Data-Set (SQL)
* Data ExtractionExtract XML (SQL)
* Performance Investigation/TuningASYNC Network IO Waits (logicalread)

By Subject

By Type of Error

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