This page is the master "index" of WIKI articles for SMS. 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

  • Want to put SMS on a new Client
SMS1 - SMS Client Installation
  • New SMS Customer
  • New SMS Server Installation
SMS1 - SMS Server Installation
  • Wants to Upgrade the version of SMS they are running.
SMS1 - Upgrade 8.91 to Latest Release
SMS1 - Upgrade Version 8.x to 8.91
SMS1 - Upgrade Version 2000 to 8.91
  • Server Crash
  • Move Server to a new computer
SMS1 - SMS Server Swap
  • Authorize Security Key for a Newly Purchased Module
  • Authorize Security Key for a Newly Purchased User License
SMS1 - Upgrade License with Security Dongle
SMS1 - Upgrade License with License Key
  • Error Message: - Crystal Reports not Found
SMS1 - Installing Crystal Reports 8.5
  • Help setting up options in SMS (User Settings, Printer Settings, etc)

  • Error Message: Email not
SMS1 - Configuring Email Settings
  • Support Expired at bottom of Cyrious
SMS 1 - Support Expired

Set-Up Related

  • How to set-up email
SMS 1 - Email Set-Ups
  • How to set-up backups
SMS 1 - Backup Database Set-up
  • How to set-up Reports
SMS 1 - Reporting Set-up
  • How to set-up Dispositions
SMS 1 - How to utilize Dispositions in SMS
  • How to set-up Logo
SMS 1 - Set up the company logo in SMS
  • How to set-up Document Manager
SMS 1 - How to set-up Documents
  • How to Set-up passwords
SMS 1 - How to set-up Passwords
  • How to set-up Credit Card Processing
SMS 1 - Credit Card Processing Set-up
  • How to set-up Customers
SMS 1 - How to set-up Customers
  • How to set-up Spell Check
SMS 1 - How to set-up Spell Check
  • How to set-up Sales Goals
SMS 1 - How to set-up Sales Goals
  • How to change Order status
SMS 1 - Change Order status
  • How to Void an Order/Estimate
SMS 1 - How to void an order that has a payment associated to it
  • How to Void an Order with no line items
SMS 1 - How to void an order with no line items
  • How to Void a Payment
SMS 1 - How to void a payment
  • How to change Disposition
SMS 1 - How to change a Disposition
  • How to change Regional Options
SMS 1 - How to change Regional Options
  • How to configure which invoices appear in Orders/Explorer
SMS 1 - Add or Remove Invoices
  • Configure one client to use two databases on separate servers
Configure one client to use two databases on separate servers

Closeout Related

  • Forgot to Close Day/Month/Year
SMS1 - Inserting a Past Closeout
SMS1 - Re-Printing Closeout Reports from Previous Time Period
SMS1 - Re-Exporting the GL for a Previous Time Period
SMS1 - Removing a closeout
  • Need to backup
SMS1 - Backing up the Database
  • Want to set up the automatic backup
SMS1 - Setting up the Backup Options

Database Related

  • General Database Corruption
SMS1 - Rebuild Database
  • Record Locked by Another User
SMS1 - Clearing Record Lock Errors
  • Error: Key Violation
SMS1 - Repairing Key Violations
  • Error: Corrupt BLOB
SMS1 - Repairing Blob Errors
  • Error: Index Out of Date
SMS1 - Repairing Index Errors
  • Server Crash w/Data Loss
SMS1 - Server Crash

Other Runtime Related

  • Error Message: Unable to Locate the SSLIP.
SMS1 - Restart SSLIP
TIER1 - Configure SSLIP Firewall
  • Internal Error
  • Sandbox Errror
  • Can't start SMS on Machine X if SMS is running on Machine Y
SMS1 - Handling the Sandbox Issue
  • Must run SSLIP or SMS in administrator Mode
SMS1 - Setting Permissions on Cyrious Folder
  • Forgot Password
SMS1 - Reset Password


Tier 2 Issues (Defined)

The following issues are Tier 2 issues.

Task, Issue, or Error
Tier 2 Action

General Issues

  • Writing Wikis for newly discovered issues or fixes

  • SSLIP error
SSLIP errors
  • Speed issues

Database Related

  • Missing Line Items
  • Missing Data
SMS2 - Inserting Missing Records from a Backup Table
SMS2 - Inserting Missing Line Item Blob Data from from a Backup Table
  • Moving Data from a damaged Database table into a working one
Moving Data from a damaged Database table into a working one
  • BDE settings
BDE settings

Accounting Related

  • Closeout is Out of Balance
  • GL Export is Out of Balance
  • Can't Import into QuickBooks - Out of Balance
SMS2 - Repairing GL Out of Balance
  • Accounting Export Setup

  • Accounting Export Issues

Report Related

  • Issues with Customer Reports

  • Issues with Standard Reports
SMS2 - Creating Bug Tickets for Standard Reports


Tier 2 Issues (Not Defined)

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.

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-SMS 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.

By Subject


Installation


By Type of Error/Problem - SMS


By Type of Error/Problem - Windows/MS Office products=


By Type of Error/Problem - QuickBooks


SQL Queries


By Type of Error/Problem - Virtual Machine (VM)


Database Corruption


See Also