Question 1

Server is down or nobody can sign in

Accepted Answer

The office cannot open files, the accounting system, or the server itself. Check whether one PC is affected or the whole office is. Look at the server: is it powered on, and are the power and disk lights steady or flashing red? Do not keep restarting it. Note the exact message on the screen or what changed just before it stopped. If only one PC fails, try another PC on the same system before treating it as a server failure. If the whole office is still locked out, log a ticket. Say whether anyone can still work.

Question 2

Backup will not restore

Accepted Answer

A backup exists, but the files, database, or server cannot be recovered from it. Stop running new backups over the copy you still need. A failed job can overwrite the last good one. Write down the date and time of the last backup you believe succeeded, and which system it was for. Do not format disks, delete the backup folder, or plug the backup drive into a PC you do not trust. Note the system name, for example AutoCount, SQL, or shared files. If you cannot restore a copy you can open, log a ticket before trying another restore.

Question 3

ERP or SQL is very slow

Accepted Answer

AutoCount, SQL Accounting, SAP, or another main system is hanging or timing out. Check whether one person is slow or everyone on that system is slow. Note when it started, and whether it got worse after an update, a month-end, or a backup. Do not restart the SQL service repeatedly while people are in the middle of invoices. Write down the system name and roughly how many people are waiting. If work is backing up, log a ticket and say whether the team can still keep working.

Question 4

Suspected ransomware or locked files

Accepted Answer

Files will not open, names look scrambled, or a screen is asking for payment. Unplug the network cable or turn off Wi-Fi on the affected PC. Leave the machine on. Do not pay from the instructions on the screen, and do not delete files to try to clean it. Do not plug in backup disks or USB drives. Tell everyone to stop using the shared server until someone has looked at it. Log a ticket now. Choose “No” if the team cannot keep working in the main system.

Assist

Log a ticket