Welcome to the December Support Newsletter! As the big day drawers closer, we want to take a moment to wish you all a very Merry Christmas! 🎄✨ Below, you’ll find our office hours for the Christmas period to help you plan accordingly, along with some helpful hints for common problems should you be working over the Christmas period.
Thank you for your continued support during 2024, and we look forward to supporting you in 2025!
Christmas Hours
20/12/24 – Office closes 4pm
23/12/24 – Support available from 08.00 – 16.30 (Email only)
24/12/24 – Support available from 08.00 – 12.00 (Email only)
25/12/24 – Office closed
26/12/24 – Office closed
27/12/24 – Emergency support available (Email only)
30/12/24 – Emergency support available (Email only)
31/12/24 – Emergency support available (Email only)
01/01/25 – Office closed
02/01/25 – Normal office hours resume
For any support needed during these periods, please ensure you email the appropriate department.
- Support for issues with Sage 50, Cim50, Sage 200, Cim200, or Swan, email: [email protected]
- Support for IT-related problems, such as RDS connection issues, expired RDS passwords, email, telephone, or any software other than Sage/Cim/Swan, email: [email protected]
Please note that sending emails to the incorrect address may cause delays, as emails are monitored periodically during emergency support hours.
Sage 50 Accounts – Restarting the Data Service
When using Sage, the system may occasionally freeze, displaying a message like the one below.
When this happens, ask all users to log out of Sage. Some users might need to force quit via Task Manager. Once everyone has logged out, the Sage Data and Control Services will need to be restarted. You may need assistance from your IT Support team, as these services are typically hosted on the server. Please refer to this article from the Sage Knowledgebase for further guidance.
Sage 50 Accounts – Check Data Errors
If there are errors in your data, you will see this message when you log on. You will need to run a check data and refer to this Sage article, which provides an A-Z guide of errors, warnings, and comments, along with the steps to resolve them.
Cim50 – Restarting Cim50 Services
There are times when you will need to restart certain Cim50 Services. For example:
- If CIMi shows a red tie when you log into Cim50, it often indicates a Data Validation issue. In this case, you need to restart CIMi.
- If MRP hasn’t run overnight, restart the Cim50 Scheduled Planning Agent.
- If the Sync status shows “Delayed,” restart the Cim50 Sync Service.
If the backup has failed, restart the Cim50 Backup Agent..
Housekeeping in Cim50 will also help to optimise your system. Consideration should be given to:
To restart services in Cim50, navigate to File > Maintenance > Services and click ‘Restart’ on any service that hasn’t run overnight or longer. If the user has access (which is rare, as 99% of users don’t), the screen will display the current status of the services. If the user doesn’t have access, it will show ‘Unknown,’ but pressing ‘Restart’ will still flag the service for a restart, which should occur within 30 seconds to 1 minute.
Cim50 – CIMI is logged in
When logged into Sage 50 Accounts and performing tasks that require single-user mode (such as checking data, backups, or VAT returns), you might encounter the following message:
CIMI is not a user from CIM Support. It is a user involved in the Cim50 syncing process, continuously logging in and out of Sage 50 to execute specific tasks. To remove CIMI, you can either wait a few seconds and try again or manually log out the Cimi or Cim50 user. To do this, log into Sage 50 Accounts as Manager, navigate to Settings > User Management > Active Sessions, and select Remove.
Cim50 – Currently Updating Delivery Notes to Invoices
When you are updating delivery notes to invoice you may see this message appear.
To clear this message, navigate to Settings > Stock Control. If this option is greyed out, log in to Cim50 with a user account that has sufficient access rights. Once the stock control settings window is open, select delivery notes and click the Clear Update Lock button. The following message will appear and you can click OK
You will now be able to update your delivery notes to invoices
We hope these guides/articles will be of assistance, however, if you wish to discuss these further, please contact the support team by clicking the button at the bottom of this newsletter.
