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.

By Tier

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.


Customer Request or Error
Tier 1 Action

Installation Related

  • Need an example of a typical Control installation
  • Want to put Control on a new Client
  • New Control Customer
  • New Control Server Installation
  • Server Swap
  • Wants to Upgrade the version of Control they are running.
  • Common client installation issue: Control requires network logon
  • Error Message when running any report: Class Not Registered

Configuration Related

  • Control Services Configuration
  • Email configuration
  • User passwords

Support Tasks

  • Need to obtain a backup of a customer's data
  • Basic Troubleshooting

Production Terminal

  • Need to install Production Terminal


  • SQL Service not starting
SQL Service not starting
Reports/Printing

  • Access Violation when Printing
usp10.dll repair
usp10.dll copy 2
Artwork Approval
  • Advanced Troubleshooting
Artwork Approval Portal
Control Cloud Payment System (CCPS)
  • CCPS Portal for all related links
CCPS Introduction Portal

Tier 2 Issues/Reference

Undefined Tier 2 issues refer to problems that may not fall into the list of issues, but have these characteristics:
  • 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.

Undefined Tier 2 issues are handled by Tier 2 technicians. This type of problem requires a scientific method of hypothesis, research, and trial-and-error.

Inventory


  • Inventory Home
Inventory Home
  • Inventory explanation:
Inventory Overview
  • How does Consignment Inventory Work?
Consignment Inventory (internal)
  • Adjusting Reserved levels (On Order)
Adjust Reserved
  • Merge Duplicate Inventory Items
Merge Duplicate Inventory Items (SQL)
  • Merge Duplicate Inventory Summaries
Merge Duplicate Inventory Summaries (SQL)

Accounting


  • How to do a Retroactive Closeout
Retroactive 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?
Payment for Write-off
  • 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.
Order Tax settings lookup
  • How to insert a missing Journal (Activity) for Finance Charge on an Order
Insert Journal for Finance Charge (SQL)
  • How to Track Donations.
Donations

Part Usage


  • What is Smart Parts?
Smart Parts

Setup


  • Pricing setup

  • Adding Parts to OOB
Add Parts to OOB
  • Setting up Data Importing
Importing Data home

Performance/Networking


  • Troubleshooting O/S or Networking
General O/S and Networking home
  • Cyrious Response to Virtualization
Virtual Machines (VM) and SQL Express (internal)
  • Is the customer using virtualization?
Determine Virtualization
  • Is my Anti-Virus causing problems?
Known Issues with Anti-Virus Apps

SQL Optimization


Riot Creative Imaging - ARC


  • Create a new Riot-ARC business location
Riot - ARC (new){internal}

SQL Server Related


  • Determine SQL inconsistencies
SQL Master Reference - SQL HOME
  • SQL Query home
Queries to Identify Problems
  • Corrupted Database
DBCC CheckDB
  • Clear SQL Processes without downtime
ODBC Process Removal (SQL)
  • Standard SQL Functions and Views
SQL Functions/Views (Standard with Control)
  • Customize SQL Queries/Triggers (such as for Macros)
Modify Transaction Variable (Order Condition)
  • Determine Control Version History
Control Version History
  • Access Denied when attempting to log in
Enter SQL Server Maintenance Mode
  • Reinstall SQL Bridge
Reinstall SQL Bridge

Bug Submission


  • Clearing customer info for bug testing on backup
Clear customer info for Testing (internal)
  • Determine Recently Modified Records (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-Login
Auto 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 Server

Preface - 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 Corruption
SQL Recovery 1
SQL Recovery 2 - LDF lost/corrupted

SQL Recovery 2.2 Attach MDF w/o LDF (sqlAuthority)
  • Copy Tables
Copy Table Data - This generates 1 index on the new table based on ID; Know the implications before utilizing this.
  • Track SQL Activities
View/Kill Tasks in SQL (TSQL)
  • Statistic Collection
Export Table Size Details
  • Data-Set Modification
Merge Product Data-Set (SQL)
  • Data Extraction
Extract XML (SQL)
  • Performance Investigation/Tuning
ASYNC Network IO Waits (logicalread)



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