Sage 300 ERP Online. Resource Guide. (Formerly Sage ERP Accpac Online) (Updated: August 7th, 2013) Sage ERP Accpac Online 1 Sage

Transcription

1 Sage 300 ERP Online (Formerly Sage ERP Accpac Online) Resource Guide (Updated: August 7th, 2013) Sage ERP Accpac Online 1 Sage

2 Table of Contents 1.0 Getting Started on Sage 300 ERP Online INSTALLING THE CITRIX CLIENT How do I login to Sage 300 ERP Online? NEW LOGON WEBSITE DIRECT LINK FOR LOGIN Sage 300 ERP Online Versions FOR CUSTOMERS FOR BUSINESS PARTNERS Logging into Sage 300 ERP Online and installing the Citrix Client INSTALLING THE CITRIX CLIENT Sage 300 ERP Online Desktop PUBLISHED DESKTOP ENVIRONMENT LOGIN SCREEN...ERROR! BOOKMARK NOT DEFINED. 5.3 PUBLISHED APPLICATIONS ENVIRONMENT (WILL BE REMOVED IN THE FUTURE) PASSWORD RECOVERY Common Problems INCORRECT LOGIN DISABLED LOGIN PASSWORD RECOVERY Troubleshooting Connectivity to Sage 300 ERP Online HAVE YOU INSTALLED THE CITRIX CLIENT? CAN YOU BROWSE ON THE INTERNET? ARE THERE SOME RESTRICTIONS ON YOUR INTERNET CONNECTION? PING UTILITY FOR CONNECTIVITY TO THE SAGE 300 ERP ONLINE DATA CENTRE PING EXPLAINED TELNET, PORTS AND FIREWALLS EXPLAINED PORT NUMBERS FIREWALLS TRACE ROUTE FOR TESTING THE CONNECTION PATH OVER THE INTERNET THE ROUTE EXPLAINED HOPS FASTER THAN A SPEEDING BULLET TRACE SUMMARY TRANSFER RATE Key Components SETUP: I:\ DRIVE CONTAINS: Change Passwords CHANGING WINDOWS 2003 PASSWORDS...31 Page 2

3 9.2 ACCOUNT LOCKOUT CHANGING SAGE 300 ERP PASSWORD Citrix Session Custom Options RESIZE WINDOW ICA CLIENT FILE SECURITY CLIENT CONNECTION STATUS IMPORTING AND EXPORTING FILE TRANSFER BETWEEN YOUR LOCAL PC AND OUR SERVERS SPEED AND PERFORMANCE COPY AND PASTE OR DRAG AND DROP ORGANIZING YOUR I:\ DRIVE CREATING FOLDERS PRINTING CUSTOM FINANCIAL STATEMENTS WITH SAGE 300 ERP FINANCIAL REPORTER COMMON PROBLEM Printing Customized Sage 300 ERP Crystal Reports CREATE CUSTOM DIRECTORIES CREATE CUSTOM DIRECTORY LOCATION EXISTING CUSTOMIZED CRYSTAL REPORTS CONTACT YOUR SAGE 300 ERP CERTIFIED CONSULTANT Frequently Asked Questions - FAQs FIREWALL CONFIGURATION FOR SAGE 300 ERP ONLINE DATA BACKUP AND RESTORED WHAT IF I HAVE QUESTIONS OR PROBLEMS? SAGE 300 ERP MANUALS AND DOCUMENTATION ERROR MESSAGES ON SCREEN MODIFYING CUSTOM CRYSTAL REPORTS ADDING MORE OR NEW USERS ON SAGE 300 ERP ONLINE DIFFERENCES BETWEEN SAGE 300 ERP ONLINE AND ON-PREMISE VERSION EXITING YOUR REMOTE SESSION PROPERLY! DISCONNECTED SESSIONS NOT BY CHOICE! DISABLING ACCOUNTS ADDING PRINTERS Important Contact Information...61 Page 3

4 1.0 Getting Started on Sage 300 ERP Online 1.1 Installing the Citrix Client New client to Sage 100 ERP Online Solutions New client with existing Sage 100 ERP Solution Convert database to Sage 100 ERP Login to Sage 100 ERP Online Steps performed on Sage 100 ERP Online Login to Sage 100 ERP Online Activate Sage 100 ERP modules Setup Sage 100 ERP Login User IDs Start using Sage 100 ERP online Page 4

5 To logon to the Sage 300 ERP Online servers, you must install the Citrix Client. The Citrix Client Software needs to be version 12.1 or higher. Alternatively, you can also install the latest Citrix Receiver at If you've already been accessing our Sage 300 ERP Online applications, you should already have the Citrix ICA Client installed. Confirm the version. If you are running an older version please remove it through add/remove programs before installing the new version. If it's a new workstation, then you will need to download and install the Citrix client software. Below are detailed steps on how to download and install the Citrix ICA Client from Sage 300 ERP Online. Go through the following steps: 1. Go to your Internet browser and type Click on the Logon button as shown below: 1. To download and install the Citrix Client, go to the download link under Client Download. (Note: If you are using Mac, please go to and click on Download Receiver for Mac for the latest client.) 2. You will get the following screen prompting you to Run or Save the Citrix Client installation file. Select Save to select the location and download locally. Page 5

6 3. This will begin the download 4. After the file has been downloaded, double-click on the file. The following security warning will appear: Page 6

7 5. You will need to select Run to start the installation: Note: If you have a previously installed Citrix client, please uninstall any old Citrix client before installing the new client. 6. You can now proceed to the Sage 300 ERP Online page: Page 7

8 2.0 How do I login to Sage 300 ERP Online? 2.1 New Logon Website Sage 300 ERP Online is now available through a new logon website. Using you browser navigate to From the Sage ERP Online section on the right side of the page select the Log On button. Page 8

9 2.2 Direct link for Login Sage 300 ERP Online Login Page Select the appropriate tab for your subscribed version and click on the appropriate link to launch the connection. Page 9

10 3.0 Sage 300 ERP Online Versions 3.1 For Customers You will see individual tabs for each Sage 300 ERP Online version available including the Sage 300 ERP online version and its respective integrated Sage CRM. `NOTE: Sage 300 ERP Online v6.0 and above, will not come integrated with Sage CRM. Page 10

11 3.1 For Business Partners Business Partner Demonstration You will see an individual tab for Demo Note: The Sage 300 ERP Online Business Partner Demo version link is for Business Partners Demo Accounts only. Page 11

12 4.0 Logging into Sage 300 ERP Online and installing the Citrix Client The Citrix Client will automatically download onto your computer during the logon process if you do not already have it installed, or if your installed version is not up to date. The logon page is located at: Please use your existing Citrix logon credentials to log in. The first time you logon with the correct username and password you will be prompted with the following screen to change your password: Page 12

13 Please enter your old password (the one initially assigned to you) and enter a new password that is greater than 6 characters. You must use a combination of 3 of the 4 following types of characters: upper case letters, lower case letters, numbers and non-alphabetic characters (such #, $). This password is case sensitive. For example, this means that a capital B and lowercase b is regarded as distinct characters. Your password will be valid for 90 days before you are prompted to change it again. Page 13

14 4.1 Installing the Citrix client If you are prompted with the following message, that means you do not have the Citrix Client installed: You can go back to the previous logon screen and click on Download the Citrix ICA Client : You can also go to It will automatically detect which client version you need to install. Click on Download Receiver for Windows or Download Receiver for Mac, depending on your version of OS: Page 14

15 Follow the on-screen instruction, and you should be prompt to run the Setup file. Click Run : Click Install when you see the following screen: Page 15

16 After the installation, when you log back into Sage 300 ERP Online, you should now get the following prompt. Click on Allow : And make sure you click on Permit Use afterwards: 5.0 Sage 300 ERP Online Desktop When you log into Sage 300 ERP Online you will be presented with a Desktops tab by default. This will provide a Windows 2008 server desktop session from which you can launch Sage 300 ERP and other applications. There is also an Applications tab that will provide an interface of icons for accessing Sage 300 ERP and other applications (more details on page 9 under Published Applications Environment ). We ll look at the Desktops tab first. Page 16

17 5.1 Published Desktop Environment Select the Sage ERP Accpac Desktop link to load the published desktop session. During the startup sequence you may be prompted to allow file security. Select Yes to allow your local c:\drive to be mapped. Page 17

18 5.2 Published Applications Environment (will be removed in the future) Under the Applications tab, you will be presented with icons that will launch Sage ERP Accpac and our suite of other applications. Clicking on the Sage ERP Accpac icon, for example, will launch Accpac seamlessly on your local desktop. While the application behaves like it is local to your workstation, it is running from the Sage 300 ERP Online servers. Page 18

19 5.3 Password Recovery The first time the client logs onto Sage 300 ERP Online, they will be prompted to provide an e- mail address for password retrieval purposes. If they need to reset a forgotten password, they will need access to this to receive a secured link and information on further steps to reset the password. They will only be prompted to enter your address on your first login, with periodic reminders to keep the address updated afterward. To setup the Password Recovery the client will need to perform the following steps: 1. In the Remind Me section, they will need to select when they would like the system to remind them to change the password. 2. The Current field will be grayed out. If they already have an setup they will see their current , otherwise the field will be blank. 3. They will need to enter their new address in the New field. 4. They will need to enter their Password and confirm their Password (this is the Citrix Password for the grayed out User ID on the screen). 5. They need to Select Change to save their changes or No Change to proceed without saving any changes. Page 19

20 6.0 Common Problems 6.1 Incorrect Login If you enter an incorrect username and/or password, you will see this message: After 3 unsuccessful attempts, you will see the following message even if you enter the correct password on the 4 th attempt. Your account will be locked for 30 minutes. You can contact Sage 300 ERP Online Connectivity Support to unlock your account with proper authorization. Please have your challenge phrase and password ready. 6.2 Disabled Login If your account has been disabled, you will get the following message: 6.3 Password Recovery The first time you log onto Sage 300 ERP Online, you will be prompted to provide an e- mail address for password retrieval purposes. If you need to reset a forgotten password, you will need access to this to receive a secured link and information on further steps to reset the password. You will only be prompted to enter your address on your first login, with periodic reminders to keep the address updated afterward. Page 20

21 To setup the Password Recovery follow the following steps: 6. In the Remind Me section, select when you would like the system to remind you to change the password. 7. The Current field will be grayed out. If you already have an setup you will see your current , otherwise the field will be blank. 8. Enter your new address in the New field. 9. Enter your Password and confirm your Password (this is the Citrix Password for the grayed out User ID on the screen). 10. Select Change to save your changes or No Change to proceed without saving any changes. Page 21

22 7.0 Troubleshooting Connectivity to Sage 300 ERP Online If you are attempting to logon to the Sage 300 ERP Online Servers and find that you are not successful, please do the following steps in determining the source of the connection problem. Contact Sage 300 ERP online Connectivity Page 22

23 7.1.1 Have you installed the Citrix Client? Please refer to the Installation of the Citrix Client section of this document Can you browse on the Internet? In order to determine your network is allowing you to connect to the internet, logon to any of the following websites: If your machine is on your office s LAN (Local Area Network), this will determine if your machine is allowed to have access to the Internet. If you find you are able to logon to any of the above link web sites, then proceed to Step Are there some restrictions on your Internet Connection? Here are 3 simple utilities that you can run on your local PC to determine if there are some restrictions in your internal network or delays on the Internet. 7.2 Ping Utility For Connectivity to the Sage 300 ERP Online Data Centre The ping utility is another diagnostic for checking connectivity to our servers. From Start->Run, type: o cmd (on Windows 2003, Windows 2008, Windows 7, Windows 8) Type: ping Press the Enter key Page 23

24 7.3 Ping Explained Four packets were sent out with each being 32 bytes in size. In the above example, all four returned, but if one had not, a request timed out message would appear. So the percentage of packets lost was 0%. Four times were recorded (fastest 140ms, slowest 141ms) so the average transfer rate was 140ms. That's a little slower than 1/8 of a second (125ms). During a normal transmission of information, if packets get lost then a message is sent back to the originator and the originator s program sends another packet out. TTL stands for Time To Live. Each packet is given a number from 0 to 254 when it is sent out. Each router it encounters along the way reduces this number by 1 and sends the packet on its way. If the packet encounters more routers than it's original number was set to, that router discards the packet. This TTL number prevents lost packets from roaming the Internet indefinitely. Page 24

25 7.4 Telnet, Ports and Firewalls explained Telnet, which stands for Telecommunications Network, is a protocol that provides a way for users (or clients) to connect to other users via servers on the Internet, this could be in the next building or around the other side of the world. In most cases, users use Telnet to communicate with a remote login service. Telnet is a text-based way of connecting to other computers and networks. It is one of the oldest forms of the Internet. When you telnet to another computer, it is like you are using a terminal of that system. Telnet is typically used with Unix-oriented systems but is also available on Windows 9X, NT, 2000, XP, 2003, Vista, 2008 and 7. Telnet operates in a client/server environment in which one host (the computer you are using, running Client (User) Telnet) negotiates opening a session on another computer (the remote host, running Server Telnet). During the behind-the-scenes negotiation process, the two computers agree on the parameters governing the session. One of the first things they decide is the terminal type to be used -- in general, a line-by-line network virtual terminal, for simplicity's sake. Virtual terminal, in this context, refers to a set of terminal characteristics and sequences that both sides of a network connection agree to use to transmit data from terminals across the network, regardless of the terminal used. 7.5 Port Numbers In TCP/IP and UDP networks, a port is an endpoint to a logical connection and the way a client program specifies a specific server program on a computer in a network. Some ports have numbers that are preassigned to them by the IANA (Internet Assigned Numbers Authority, an organization working under the auspices of the Internet Architecture Board (IAB) that is responsible for assigning new Internet-wide IP addresses) and these are known as well-known ports (specified in Request For Comment Article RFC 1700). Port numbers range from 0 to 65536, but only ports numbers 0 to 1024 are reserved for privileged services and designated as well-known ports. This short list of a few well-known port numbers specifies the port used by the server process as its contact port. Description FTP 21 Telnet 23 SMTP (Simple Mail Transfer Protocol) 25 HTTP 80 POP3 110 ICA -TCP 1494 Citrix XML Service 8088 Port Number Page 25

26 Your Network Administrator needs to configure your office Firewall to allow TCP Destination port 1494 and 8081 to pass through with a source port range of 1024 to Your network administrator should also define TCP port 2598 to pass through for session reliability. 7.6 Firewalls A firewall protects a computer network from unauthorized access. Firewalls may be hardware devices (such as a router or server), software programs, or a combination of the two. A firewall typically guards an internal network against malicious access from the outside; however, firewalls may also be configured to limit access to the outside from internal users. Perhaps the most familiar form of Internet firewall is a proxy server. Proxy servers act as an intermediary between internal and external computers by receiving and selectively blocking data packets at the network boundary. These firewalls also provide an extra measure of safety by hiding internal LAN addresses from the outside. In a proxy server firewall environment, network requests from multiple clients appear to the outsider as all coming from the same proxy server address. 7.7 Trace Route For Testing the Connection Path over the Internet Trace route is a diagnostic that will trace the path your computer takes to connect to the Sage 300 ERP Online servers via the Internet. The results are shown as the number of hops and the time for each hop to the destination. The results will vary depending the traffic congestion on the Internet at the time you re running this trace route. The routers on the Internet - neither your ISP nor Sage 300 ERP Online, control the path taken to transfer the data. Because this is done automatically, you can run the trace route from your machine at different times and can possibly get completely different paths to our servers. A fast connection would show results with few hops and hop times of less than 300 milliseconds. A slow connection will be shown by hops with greater hop times and in some cases, a time out. From Start->Run, type: o cmd (on Windows Vista, Windows XP, Windows 2000, Windows Vista, Windows 2003, Windows 2008, Windows 7) o command (on Windows95/98) Type: tracert Press the Enter key Page 26

27 The results of this Trace Route Utility will look something like this: Page 27

28 7.8 The Route Explained The trace began at the #1 router and finished when it reached the #22 router. The first three sets of numbers ending in "ms" (milliseconds) are three random times it took for that server to return the packet. The average time it took for the packet to get from point 1 to point 14 is the average of the three times on line 19. Don t take the sum of all the average times returned by each node in an attempt to arrive at a total return time. That's not how it works. Each return trip time is an independent measure and is a reflection of the time it took the packet to leave your computer and get to the respective node and back again. The next set of letters is a variation of the URL (address) of the respective router. 7.9 Hops Line 1 is the first IP from where the trace is being run. Lines 2-8 are hops through the second ISP. A hop can be thought of as a host's or ISP's routers or servers (computers, nodes). Therefore, lines 2-8 represent six different computers the packet used to get into and then out of the ISP's building. Lines 9-16 are a hop through atlas.cogneto.com. Line 17 and 18 are the connection into deltacom.net routers or nodes (computers) Lines 19 and 20 are the next two qualitytech.com routers in Atlanta, GA. Line 21 is the router into our data center before getting to our servers. Finally, Line 22 is our server with an external IP address of Faster Than A Speeding Bullet You may see some abbreviations such as HSSI, which refers to a High Speed Serial Interface. This maintains connections up to 52 mbps (comparable to a T3). If you see OC-3 or ATM in these lines, you know this is a major backbone provider as these types of connections transmit data at 155 mbps. If you don't see any of these, don't worry about it because the type of connection and route description is not always listed. If it is, it's just one more piece of helpful information. Take note of how many hops a packet takes through the same host and how many hosts in total the packets had to travel through. In our example above the packets went through 4 distinct hosts or ISP's Trace Summary Line 1 Line 2 Line 3 Line 4-8 Line 9-16 Line 17 Line 18 Line 19 Line 20 - Internal Local Computer s IP - Internet Service Provider s Router - Internet Service Provider s Gateway - Internet Service Provider s Servers - atlas.cogneto.com servers - deltacom.net server - deltacom.com server - data center server - qualitytech.com server Page 28

29 Line 21 Line 22 - Sage 300 ERP Online Router - the Sage 300 ERP Online Server 7.12 Transfer Rate This test will help you assess the connection speed from your site to the data center. Go to the following URL: Then, click "Save" and specify a location on your local hard drive: Then, note down your transfer rate (kb/sec): The ideal is not to download the file, but to determine the transfer rate. This is a 35 MB dummy file just for this test and does not serve any other purpose. It's big enough to allow for you to track the rate, which will fluctuate a bit. Once you have a rough idea of your transfer rate, you can click cancel. You don't need to complete the download. Page 29

30 8.0 Key Components 8.1 Setup: The databases follow the following naming format: A4WXXXSYS, A4WXXXCMP, A4WXXXCM2, A4WXXXCM3, The Citrix Logins generally follow the following naming format (there are some exceptions): XXXUser01, XXXUser02, XXXUser03, XXXUser04, 8.2 I:\ Drive contains: Shared Data Site Folder User Folder Company Folder Custom Folder Macro Folder Licenses Files Financial Link Folder 3 rd Party Folder PrintBoss Folder EFTDIRECT Folder Page 30

31 9.0 Change Passwords 9.1 Changing Windows 2003 Passwords From your remote session desktop: Go to Start -> Windows Security Click on Change a Password Page 31

32 Enter your old password, new password twice, click OK to confirm. (Note: your password needs to be at least 6 characters. The security policy will not allow you to recycle old passwords. It will remember the previous 12 passwords that you ve used.) Click on the Continue arrow (the right arrow beside the last Password box) Page 32

33 Once successfully changed, click Cancel on this screen to return to the desktop: If you do not meet the criteria for passwords, your new password will not be applied and will see the warning message below. If you are experiencing problems with changing your password, you can contact Sage 300 ERP Online Connectivity Support to reset your password for you. Please have your challenge phrase and answer ready for authorizing the change. 9.2 Account Lockout If you enter an incorrect password in 3 consecutive attempts, your account will be locked for ½ half-hour. You can either wait for the account to unlock or you can contact Sage 300 ERP Online Connectivity Support to unlock your account. Page 33

34 9.3 Changing Sage 300 ERP password Click on the Change password button when signing on to Sage 300 ERP: Enter old password and new password twice and click OK to confirm change: Page 34

35 10.0 Citrix Session Custom Options From your remote desktop window, you click on the top right drop down menu as shown below. icon, and you will get a 10.1 Resize Window You can change the size of your remote session window by one of two ways: By Percentage of Session Size, you can specify a size ranging from 1% up to 100% of your local PC s screen size. Page 35

36 The other way is to select a custom width and height for your remote session window. You can specify a number for window height and the window width. This is dependent on your local PC s screen resolution ICA Client File Security To access the File Security Status 1. Right-Click on the small black ICA client icon in your local system tray and select About (not Open ): 2. Under the Advanced option, click on Connection Center : This will open the Citrix Connection Center. Page 36

37 Under Session Security > Files: Click on the down arrow from the menu you can change the File Security Status to your remote session by toggling between No Access, Read Access and Full Access. To get access to your workstation s local drive select Full Access. Page 37

38 10.3 Client Connection Status Click on the Under Session: Click on the Properties button. This window will show you a real- Page 38

39 time monitor of your current remote session bandwidth and data transfer statistics. You can also find out which server you are currently logged onto Importing and Exporting File Transfer between your Local PC and our servers When you click on the My Computer icon on the remote desktop, you will see the following. Depending on the number of local drives on your PC, some users will see more drives. In the Sage 300 ERP Online environment, you will see your Sage 300 ERP Online network drive and the local drives of your PC. The Sage 300 ERP Online drive is typically called i:\ Drive (The map drive name is called A4WXXX on odfile01\company ) This network folder contains all of your Sage 300 ERP shared data folders (Site, User, Company, etc.), license files and other folders to store your Excel spreadsheets and Word documents. The local drives of your PC are typically called: On Sage 300 ERP Online Session On your Local PC C$ on Client (V:) Local Disk (C:) If you expand on these, you will see the contents on your local PC. Page 39

40 Your Local PC s Drives Your Mapped I: Drive on Sage Accpac Online 10.5 Speed and Performance There are significant performance differences when copying files to and from the servers. If you plan to open, import/export files or documents on the remote sessions, it is best to first transfer the file from your local PC to i:\ drive before you open the file. For example, if you open Word in a remote session and read a file that is residing on your local PC s hard drive, it will be very slow. The reason is the file being read/opened via the internet by a remote application running the Sage 300 ERP Online server. It is much quicker to copy the file over from your local PC to the i:\ drive and then open the file Copy and Paste or Drag and Drop You can transfer files in two different ways. You can click on the Edit->Copy or Ctrl+C hot key and then paste it (Ctrl+V) onto the remote desktop. Alternatively, you can highlight the desired file(s) and right-mouse click, and then drag the mouse cursor to the destination folder. Upon releasing the right-mouse button, a menu will appear. You can either move the content or copy the contents over Organizing your i:\ Drive Creating Folders You can maintain your I:\ drive with other folders. Open Word, in the Open Box, click on the Create New Folder icon. A folder icon will appear and you can give it a name. Page 40

41 10.8 Printing Custom Financial Statements with Sage 300 ERP Financial Reporter When you want to print General Ledger Financial Statements, click on the Financial Reporter icons: By default, the Financial Reporter will look at the Program Files directory for the sample income statements and balance sheet templates. If these template files serve your purpose and you do not need any modifications, you can disregard this section. Page 41

42 If you chose to use modified template files to meet your company s reporting requirements, you can place a copy of these files in a folder on your mapped I:\ drive as shown below: i:\custom\financial Statements Page 42

43 10.9 Common Problem When trying to run the Financial Report you may receive the following error message: The error is caused by the Microsoft Excel Macro security being set to high by default. To resolve this problem: 1. Exit out of Sage 300 ERP. 2. Open up Microsoft Excel 3. On the menu go to Tools > Options Page 43

44 4. Then go to the security tab 5. Click on the Macro Security button. Change the security level from Very High or High to Medium. Page 44

45 11.0 Printing Customized Sage 300 ERP Crystal Reports On your Sage 300 ERP desktop, right-mouse click and select: New > Report 11.1 Create Custom Directories Remember to update the Administrative Services > Customization Directories to the I:\Custom folder. Page 45

46 Enter a Title for your report: 11.2 Create custom directory location Specify the location on your I:\ drive and the name of the *.rpt file: Page 46

47 When you re done, click Finish Existing customized Crystal Reports If you have some modified crystal reports (standard Sage 300 ERP reports with some modifications), you will need to place these files in the I:\Custom Folder into a subfolder for each of the respective modules (AP61A\ENG, AR61A\ENG, PO61A\ENG, OE61A\ENG, etc ) the custom reports are called from these folders. Your customized or modified report may also require the related report XXPRT.INI or related.dll file, where the XX represents the module abbreviation in the modules folder such as AP61A. You will need to place these files in the I:\Custom Folder into a subfolder for each of the respective modules (AP61A\, AR61A\, PO61A\, OE61A\, etc ). Page 47

48 In the report selection box you need to manually specify the path to the custom report, you can copy and paste it from the address bar. Once the custom report path has been entered and you close out of the screen that report path will be saved for that user Contact your Sage 300 ERP Certified Consultant Please contact your Sage 300 ERP Certified Consultant for assistance with the customizations or modifications. Page 48

49 12.0 Frequently Asked Questions - FAQs Question How many connections can one user connect to simultaneously? Answer Each Citrix user can only have one active session on the Sage 300 ERP Online servers. If the same Citrix user tries to log in more than once the user will receive the following message: Followed by: 12.1 Firewall Configuration for Sage 300 ERP Online Question What changes will be needed on my firewall when using Sage 300 ERP Online? Answer The firewall needs to be configured so that it allows ICA connections. You normally need to allow TCP port 1494, port 2598 and port 8081 to pass through. Contact your network administrator to make these changes. In most cases, if you are connecting using a phone modem, the above settings will not be applicable. However, if your PC has any software-based firewall programs (i.e. Zone Alarm), you will need to configure the above settings. Please refer to the Troubleshooting Connectivity Problem section of this document on page 18. Page 49

50 12.2 Data Backup and Restored Question How is my database backed up? Answer Every night we do a full backup. The contents that are backed up consist of all client data Sage 300 ERP MSSQL databases and the I:\Drive Content. Sage 300 ERP Online archives 4 weeks of onsite daily backups and offsite monthly backups for all the data over 4 weeks old. Question I am new to Sage 300 ERP Online and I have an existing Sage 300 ERP Database. How can I get my data onto the Sage 300 ERP Online Servers? Answer Make sure your existing database is in a good and clean condition. Within Sage 300 ERP, run a Data Integrity Check first. You will need to fix any errors from the Data Integrity Check, prior to the migration onto a Sage 300 ERP Online environment. Next, you will need to perform a Database Dump of your database (from either a Pervasive or MSSQL Database format) and transfer those files onto a location on your i:\ drive. From the Start Menu of the remote desktop, you can perform a Database Load. If your database is currently in ACCPAC Plus, you will first need to convert it into a Sage 300 ERP database before migrating onto Sage 300 ERP Online. Question What is the procedure for getting a current backup of my database? Answer Should you want to obtain the most current copy of your database for yourself, there are two choices available. The first is to have your Sage 300 ERP Administrator use the DBDump utility to create a Database Dump onto the I:\ drive and then transfer these files to your local PC. To restore the data you can use the Database Load utility. Please note that the DBLoad utility will overwrite all your existing data. It is important to ensure that no users are logged into Sage 300 ERP during a Database Dump or Database Load of the database. The alternative is to call Sage 300 ERP Online Connectivity Support at [outside North America (604) ] or support.300erponline@sage.com to request a copy of the database. You can request your data be written to a CD and couriered to you for a fee. Please admin.300erponline@sage.com for current billable services. Page 50

51 Question What is the procedure for restoring backups of my database? Answer If you need an older copy of your database restored from backup, you will need to contact Sage 300 ERP Online Connectivity Support at [outside North America (604) ] or The time to restore will vary depending how far back you need to restore. Our analysts can provide database restores of up to 2 days old within a few hours. However, if the database backup is older than 2 days, it will take up to 1 day to retrieve the database. All of our backups are stored in electromagnetic media at an undisclosed secure location What if I have questions or problems? Question We are Sage 300 ERP Online customers. If we have questions or problems, who do we contact? Answer Your first point of contact is your Sage 300 ERP Business Partner, they are most familiar with your business processes and the way your company is setup within the Sage 300 ERP Application. For 24x7 Connectivity Problems you can contact our Connectivity Support group at our toll free number (for North America only), outside North America (604) ] or support.300erponline@sage.com. There is no charge for connectivity support Sage 300 ERP Manuals and Documentation Question I have some questions about certain functions of Sage 300 ERP. Where can I find a copy of the documentation? Answer An online version of the Getting Started and User Manuals for all of the modules are available for your quick reference. You can access these by: Start->All Programs->ACCPAC Documentation on the Citrix Session. Page 51

52 If you require support on how to use Sage 300 ERP, you should contact your Sage 300 ERP Business Partner. They are the most knowledgeable with your business processes. For billing inquires you can at: Please include your Client ID in all correspondence Error Messages on Screen Question I encountered an error message, now what do I do? Answer It is important to contact Sage 300 ERP Online support immediately when this happens. Do not end your session or close off the error message or log off and start another session. Support can provide a quicker resolution if the message is still on the screen in comparison to having you attempt to replicate the error message at a later time. Our support analysts may request permission to shadow your remote session to see what you re seeing in real time. That way, the analysts will have a better understanding of your problem. It is important to note as much detail as you can about your problem and the exact sequence of steps that generated the error message. Finally, you should be able to capture the error message on your screen by clicking Alt+Print Screen and then paste it into a Word Document and save it on the i:\ drive or it to the technician assisting you Modifying Custom Crystal Reports Question I would like to have some reports customized to my specifications. How can I modify these? Answer We do not offer Crystal Report Designer in the Environment. If you want to modify the reports by yourself, you need to have a local licensed copy of Crystal Report Designer (the current version at the time of writing this document is version 10 or 11) and a local installation of Pervasive SQL or Microsoft SQL Server. Alternatively, you should contact your Sage 300 ERP Business Partner about the customization services they offer for modifying existing default reports or custom writing a new report for your company. If you already have some customized reports, please Page 52

53 refer to the section on Printing Custom Sage 300 ERP Crystal Forms/Reports in this document Adding more or new users on Sage 300 ERP Online Question How can I add a new user on Sage 300 ERP Online? Answer For subscription inquires you can admin.300erponline@sage.com. Please include your Client ID in all correspondence. Connectivity Support will contact you with the new login information Differences between Sage 300 ERP Online and On-Premise Version Question What are the feature differences between Sage 300 ERP Online and On-Premise version? Answer Only certain options and third party applications are supported. Users cannot install additional modules. Users cannot access all the Accpac Tools such as Accpac SPY Users cannot install any updates including service packs or hot fixes these are installed by the Group on a case by case basis. Users cannot use the feature to documents Not all printers will work, certain printers especially the newer USB printers may not work in the Citrix/Terminal Services Environment. PC Faxing will not work. For product inquires you can admin.300erponline@sage.com. Please include your Client ID in all correspondence. Page 53

54 12.9 Exiting your Remote Session Properly! Question What is the proper way to exit the remote session? Answer When you are finished with your Sage 300 ERP Online session, go to Start->Log Off There will be a box that will ask for your confirmation to log off, click on Yes. DO NOT click on the on the top right corner of the remote session window. Do not click on the to exit. Log off properly by going to: START > Log Off It is important to understand that the Sage 300 ERP Online session is comprised of two parts: a client-side connection and a server-side connection. Each time you log into Citrix from your PC, your machine initiates a client connection on the Sage 300 ERP Online servers. When you login, a Citrix ICA session is established and a Citrix License is in use. Page 54

55 If you simply click on the in top right corner of your session window, it will terminate only the client-side connection. The server side has not been terminated and goes into a Disconnected state, the connection on the server remain open. This means that the Citrix License and any other applications (e.g. Sage 300 ERP) stay open and their respective licenses (e.g. Lanpak License) remain in use on the server. With increasing disconnected sessions, this can easily use up all of your subscribed licenses and temporarily prevent any further access to Sage 300 ERP. Therefore, when you are finished with your work for the day, you should log off the system from the start button. This will properly close the client and server connections, close all of the applications and release the licenses Disconnected Sessions not by choice! Question I was in the middle of working on the Sage 300 ERP Online session and find that my session has been cut off. What should I do when this happens? Answer You may have been actively working in the remote session or returned after a period of time and find that either your session s window is frozen or you see a Citrix error message on your screen. There are a number of reasons for this such as a loose network cable on the back of your machine or more commonly - delays over the internet that may have timed-out. (Please refer to the Testing Connection section of this document for TRACE Route) In this case, you will need to terminate this frozen window by clicking on the top right X. (This may sound contrary to the previous question, but is the only way to close the window since you ve lost the connection and cannot log off properly.) When a session disconnect occurs the client-side connection has been lost, but may still be in an active state on the server. That is, the server still regards your session as being active, when in fact - it is not. Usually, you should wait for about 1 2 minutes before trying to log in again so that the server has time to refresh the status. The software has been configured to logoff disconnected Citrix sessions within a 1- hour interval and idle sessions after 2 hours interval. When you attempt to log in again within the 1- hour interval, you will re-establish the original connection, not consuming any new licenses and should see all of the applications and documents in the state it was in before the disconnect. You can then, resume your work. Page 55

56 Please contact Sage 300 ERP Online Connectivity Support at [outside North America (604) ] or for further assistance Disabling Accounts Question How can I disable an account when an employee leaves my company? Answer You need to contact Sage 300 ERP Online Connectivity Support at [outside North America (604) ] or admin.300erponline@sage.com and the account will be immediately disabled. If you decide to re-activate this account, you will need to contact Support. You will need to provide the challenge phrase and response for verification and authorization in order to re-activate the account Adding Printers Question What should I do when I cannot see my printer within the remote session? Or I want to add a new printer? Or when my reports are not printing out properly via my remote session? Answer Generally, your printer will automatically be mapped to the Citrix Universal printer Driver or a Native Windows 2008 compatible driver. In some cases, your printer driver may be newer than the one on the Windows 2008 default printer driver list and you will not see the printer appear on your remote session. If this is the case, please contact Sage 300 ERP Online Connectivity Support at or (outside North America at +1 (604) ) or support.300erponline@sage.com so that we can substitute a standard printer driver that will emulate your local printer. It will be helpful to provide all of the details and screen shots of the printer settings on your local PC. You can find this information from your local machine by clicking Start->Printers & Faxes From the list of printers, right-mouse click on one of printer icons Page 56

57 Windows 7 Example: You can also go to Set Printer Properties on the Printer Task Menu along the left of the screen Page 57

58 The Printer Drive Detail is shown here. General Tab Advanced Tab Page 58

59 Windows Vista Example: You can also go to Set Printer Properties on the Printer Task Menu along the left of the screen The Printer Driver Detail is shown here. General Tab Advanced Tab Page 59

60 Windows XP Example: You can also go to Set Printer of the screen Properties on the Printer Task Menu along the left The Printer Drive Detail is shown here. General Tab Advanced Tab Page 60

61 13.0 Important Contact Information Website URL and Support Logon page General, Subscription and Billing Inquiries Technical and Administrative Inquiries Sage 300 ERP Online 24/7 Connectivity Support In North America (toll free) Outside North America: 1 + (country access code) Sage 300 ERP Customer Support In North America (toll free) Outside North America: 1 + (country access code) Page 61