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basic_tips_for_troubleshooting_control_server_and_associated_services [2019/01/27 11:28] (current)
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 +====== ​ ======
 +
 +
 +
 +===== First Steps to take: =====
 +  * Log out of Control and back in.
 +  * Restart Computer.
 +  * Restart the SSLIP and Chapi.
 +  * Restart your Server then the SSLIP and Chapi.
 +
 +
 +
 +Depending on how your network was set up, you may need to log into your server after a Windows Update.
 +
 +
 +
 +===== If you are unable to resolve the issue =====
 +  * When you have a tech issue that was not resolved by doing the above steps in consecutive order, please document the issue.
 +  * Save screen shots of any error messages and steps taken that before issue/error occurred.
 +  * Contact Technical Support at support@cyrious.com or 225-752-2867.
 +
 +
 +
 +Tech support will ask you questions that may include the following:
 +  * What are the steps that brought on the issue? ​
 +  * What is the error message you are getting?
 +  * How long have you been having the issue?
 +  * Were there any changes made recently on your computer, server or network?
 +  * Does this happen to any other user? Does this happen on any other computers?
 +  * Which version of Control are you running? Help > About Control > Version.
 +
 +
 +
 +===== Connectivity troubleshooting =====
 +  * Have your IT person/​company check your network speeds and Windows Event Viewer.
 +  * Have your IT person/​company ping other machines over the network by DNS or IP address.
 +  * Is your Anti-Virus or Firewall blocking Control or associated services?
 +
 +
 +
 +===== Email troubleshooting =====
 +  * Your system/​company email was set up in: System Setup > General > Email Options.
 +  * If an individual user changed their email settings, these will be the settings for the individual user. Setup > User Options > Email Option.
 +
 +
 +
 +Tech support will ask you questions that may include the following:
 +  * When did the problem start and how often does it occur?
 +  * Have you been successful emailing to yourself or any other email address?
 +
 +
 +
 +===== External exception error messages =====
 +  * Open an internet browser and search for the External exception error including the error number, these could be related to your operating system, your network or your hardware.
 +
 +
 +
 +===== Printer Issues =====
 +  * Is your printer turned on, plugged in and the cable connected properly?
 +  * Can you print from other software?
 +  * Is the printer a Network or Local printer?
 +  * Have you or anyone else ever been able to print to the specified printer?
 +
 +
 +
 +===== Other Resources: =====
 +
 +
 +
 +==== [[http://​control.cyriouswiki.com/​Control+Recommended+%26+Minimum+Computer+Hardware+Specifications|Hardware Specs]] ====
 +
 +
 +
 +====   ====
 +
 +
 +
 +==== [[http://​private.cyrioussoftware.com/​training/​updatecontrol.aspx|Updating Control]] ====
 +
 +
 +
 +====   ====
 +
 +
 +
 +==== [[http://​@control.cyriouswiki.com/​home|Cyrious WIKI]] ====
 +
 +
 +
 +====   ====
 +
 +
 +
 +==== [[http://​@control.cyriouswiki.com/​control_release_notes|Release Notes on the Cyrious WIKI regarding known bugs, fixes and new features and enhancements]] ====
 +