Troubleshooting

Complete the steps below. If the problem is not rectified when the next AspireMX job is run, contact Application Support.

1. Check the event log on the machine that runs the AspireMX scheduled job and ensure the job is running successfully.
2. Ensure that the MX email credentials (POP3, SMTP) and address are still valid and that passwords are up to date.
3. Ensure that the MX user account credentials are still valid and that passwords are up to date.

Complete the steps below. If the problem is not rectified when the next AspireMX job is run, contact Application Support.

1. Check the event log on the machine that runs the AspireMX scheduled job and ensure the job is running successfully.
2. Ensure that the MX user account credentials are still valid and that passwords are up to date.
3. Ensure that your TextAnywhere account has credit.
4. Check firewall and proxy server logs to ensure that traffic to the TextAnywhere service provider is not being blocked.

This is often an indication that the scheduled TidyNet job is not running as it should be. Run the diagnostics as follow:

1. Check the schedule task for the TidyNet job to ensure it is enabled and running.
2. If it is not running, report the issue to Application Support.
3. If the TidyNet job is running, check the event log for errors.
4. If there are any errors in the event log, report them to Application Support.
5. If there are no errors in the event log, check the content of TBASPIRENETSESSION. If there are any rows where DTLASTUPDATED is older than today, TidyNet has a fault and Application Support should be contacted.

This is often an indication that there is an issue with TidyNet. Run the  TidyNet diagnostics:

1. Check the scheduled task for the TidyNet job to ensure it is enabled and running.
2. If it is not running, report the issue to Application Support.
3. If the TidyNet job is running, check the event log for errors.
4. If there are any errors in the event log, report them to Application Support.
5. If there are no errors in the event log, check the content of TBASPIRENETSESSION. If there are any rows where DTLASTUPDATED is older than today, TidyNet has a fault and Application Support should be contacted.
6. If there are no issues with TidyNet, open and save the client record in v4. If v4 reports an error while saving, this issues lies within v4 and can be resolved from there. If the issue still persists, report the problem to Application Support.

Clients’ ages are calculated during the Clean Up job overnight. Failure to update ages indicates that Clean Up is not running. Run the diagnostics as follow:

1. Check that Clean Up is enabled and scheduled.
2. If Clean Up is not enabled and scheduled to run, amend the settings.
3. If Clean Up is running, check the event log on the server that runs it.
4. Report any application event logs to Application Support.

Information displayed in an IYSS client record from other contributors to the Education record is controlled by licensing and user security privileges accorded to their Education account, not their IYSS account. If Reveals are not displayed for certain users, you should check that:

• The LA has a licence for the module containing the Reveal information.
• The user’s Education account has the necessary security permissions required to access the information.

While most information and functions in IYSS are specific to the module, where core client information is involved, or in any other case where information is being sourced from Education, it is the users’ Education security privileges that control their permissions. Before contacting Application Support, first check that Education security groups and IYSS security groups have the same permissions assigned.

This can be caused by data issues within the Education record. Complete the steps below to resolve the issues:

1. Open the record in v4.
2. Save the record in v4.
3. Follow instructions given by any error messages that are displayed.

It should now be possible to amend the record in IYSS.

Deleting a client record through the Set Client to Inactive function, even if the tbclient.btlsDeleted field is set to true, archives the record. While the record is, to all intents and purposes, deleted, it may be resurrected from the archive. To restore an archived record:

1. In the IYSS web application client search function, enter the search criteria for deleted client
2. Ensure the IYSS Inactive Record field is selected.
3. Click the Search button.
4. Select the required record.
5. In the Actions panel, click the Set Client Active hyperlink to display a confirmation dialog.
6. Click the OK button to activate the record.