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
* Wants to Upgrade the version of SMS they are running. sms1_-_upgrade_8.91_to_latest_release
* Server Crash
* Move Server to a new computer
* Authorize Security Key for a Newly Purchased Module
* Authorize Security Key for a Newly Purchased User License
* 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 email_set-ups
* How to set-up backups backup_database_set-up
* How to set-up Reports reporting_set-up
* How to set-up Dispositions how_to_utilize_dispositions_in_sms
* How to set-up Logo set_up_the_company_logo_in_sms
* How to set-up Document Manager how_to_set-up_documents
* How to Set-up passwords how_to_set-up_passwords
* How to set-up Credit Card Processing credit_card_processing_set-up
* how_to_set-up_customers 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 how_to_set-up_sales_goals
* How to change Order status change_order_status
* How to Void an Order/Estimate how_to_void_an_order_that_has_a_payment_associated_to_it
* How to Void an Order with no line items how_to_void_an_order_with_no_line_items
* How to Void a Payment how_to_void_a_payment
* How to change Disposition how_to_utilize_dispositions_in_sms
* how_to_change_regional_options how_to_change_regional_options
* How to configure which invoices appear in Orders/Explorer sms1_-_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
* 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 sms_error_-_blob_error
* Error: Index Out of Date sms1_-_rebuild_database
* Server Crash w/Data Loss SMS1 - Server Crash
Other Runtime Related
* Error Message: Unable to Locate the SSLIP. sms1_-_restart_sslip
* Internal Error
* Sandbox Errror
* Can't start SMS on Machine X if SMS is running on Machine Y
* 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_support
* Speed issues
Database Related
* Missing Line Items
* Missing Data
* 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
* 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


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

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