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 * 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
* Control1 - Upgrade Version 4.x to 4.6
* 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 starting SQL Service not starting
* Access Violation when Printing access_violation_when_printing_._._._usp10.dll
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) control_sql_-_adjust_reserved_inventory_levels_to_match_orders
* Merge Duplicate Inventory Items Merge Duplicate Inventory Items (SQL)
* Merge Duplicate Inventory Summaries Merge Duplicate Inventory Summaries (SQL)
* 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? 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 Order Insert Journal for Finance Charge (SQL)
* How to Track Donations. how_to_track_donations
Part Usage
* What is Smart Parts? Smart Parts
* Pricing setup
* Adding Parts to OOB Add Parts to OOB
* Setting up Data Importing Importing Data home
* Troubleshooting O/S or Networking General
* Cyrious Response to Virtualization Virtual 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 location Riot - ARC (new){internal}
SQL Server Related
* Determine SQL inconsistencies SQL Master Reference - SQL HOME
* SQL Query home control_sql_-_queries_to_identify_problems
* Corrupted Database sql_server_-_dbcc_checkdb
* Clear SQL Processes without downtime control_sql_-_odbc_process_removal_query
* 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_sql_-_version_history
* Access Denied when attempting to log in access_denied_when_attempting_to_log_into_sql_management_studio
* Reinstall SQL Bridge control_sql_-_reinstall_sql_bridge
Bug Submission
* Clearing customer info for bug testing on backup Clear 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-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
* Statistic Collection control_-_how_to_determine_the_size_of_each_sql_database_table
* 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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By Type of Error

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