sage accpac erp – hosted services

Sage Accpac 1 Sage

Sage Accpac ERP – Hosted Services

Sage Accpac Online Resource Guide (Updated: June 9, 2009)

Thank you for choosing Sage Accpac Online Hosted Services. This Resource Guide will provide important information and instructions on how you can get started. These helpful tips have all the answers to the most common questions and will help your users fully utilize the benefits of hosted services.

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Getting Started with Sage Accpac Online ………….…………………………. P. 4

Installing the Citrix Client…………….……..………………………………… P. 5

How do I login to Sage Accpac Online………….………………….…..……. P. 12

• For Customers………….……………………………….….…..……. P. 13

• For Business Partners………….………………….…………….……. P. 14

• Login Screen…………….………….………….…….…….………… P. 15

• Typical Remote Desktop…………………………………………….. P. 17

• Logging on for the First Time……….………….…………….……… P. 17

Upgrading Administrative Services to Version 5.4…………………...…..……. P. 19

Common Problems…………………..………….………………….…..……. P. 20

• Incorrect Login………….………….………….…………….……….. P. 20

• Disabled Login………………………………………………..………. P. 20

Hosted Services Sage Accpac Online Resource Guide

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Troubleshooting Connectivity Problems – from your site to Sage Accpac Online. P. 21

• Ping Utility - For Connectivity to Sage Accpac Online Data Centre….... P. 23

• Ping Explained…………………………………….…………………... P. 23

• Telnet - For Testing Port 1494 and 8081 are opened on your Firewall… P. 24

• Telnet, Ports and Firewalls Explained…………………………………. P. 26

• Port Numbers…………………………………….…………………… P. 26

• Firewalls…………………………………………….………………… P. 27

• Trace Route - – For Testing the Connection Path over the Internet…... P. 27

• The Route Explained………………………………………………….. P. 29

• Hops…………………………………………………………………… P. 29

• Faster Than A Speeding Bullet………………………………………… P. 29

• Summary……………………………………………………….……… P. 29

• Transfer Rate………………………………………………….……… P. 30

Key Components………………….……………………………………..…… P. 32

• Setup………………………………………………………….……… P. 32

• I:\Drive contains………………………………………………….….. P. 32

Changing Passwords…………………...………………………………..….…. P. 33

• Changing Windows 2003 Passwords………….…………………..…… P. 33

• Changing Sage Accpac ERP Passwords……………………………...… P. 37

Citrix Session Customizable Options…………………………………………... P. 39

• Resize Window………………………………………………………… P. 39

• ICA Client File Security………………………………………………… P. 40

• Client Connection Status……………………………………………….. P. 41

Importing/Exporting – File Transfer between your Local PC and our servers…. P. 41

• Speed and Performance………………………………………………… P. 42

• Copy & Paste, Drag & Drop……………………………………………. P. 42

• Organizing your i:\ Drive – Creating Folders…………………………… P. 42


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Printing Custom Financial Statements with Sage Accpac Financial Reporter……. P. 43

• Common problem………………………………………………………. P. 45

Printing Customized Sage Accpac ERP Crystal Reports….………………….….. P. 47

For Clients with Existing Sage Accpac ERP or Accpac PLUS Solutions…...……. P. 51

Standardized Database Names.……………………………………………….…. P. 52

Frequently Asked Questions - FAQs………………...………………………….. P. 53

• What is new to Sage Accpac Online…………. ………………………… P. 53

• Firewall Configuration for Sage Accpac Online ………………………… P. 54

• Data Backup and Restored……………………………….……………… P. 54

• What if I have questions or problems? …………………………..……… P. 56

• Sage Accpac ERP Manuals and Documentation……….…………….….. P. 56

• Error Messages on Screen……………….……………………………… P. 57

• Modifying Custom Crystal Reports……………………..…………....….. P. 58

• Adding more or new users on Hosted Services…………………….…… P. 59

• Feature Differences between Hosted Version and Boxed Version……… P. 59

• Exiting your Remote Session…Properly! ………...…………………….. P. 59

• Disconnected Sessions…not by choice! ………..……...……………..… P. 61

• Disabling Accounts………………………………………....……….…. P. 62

• Adding Printers………………………………………….………...…… P. 62

o Windows Vista Example…………………………………. P. 63

o Windows XP Example…………………………………. P. 64

o Windows 2000 Example……………….…………..…… P. 65

Important Contact Information Page…………………………………………… P. 66


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To logon to the Sage Accpac Online servers, you must install the Citrix Client.

The Citrix Client Software needs to be version 9.0 or higher. If you've already been accessing our hosted applications, you should already have the Citrix ICA Client installed. Confirm the version. If it's a new workstation, then you will need to download and install the Citrix client software. You will still be accessing the applications via a Citrix session. At a later date, we will offer deployment of Citrix through the Web Interface method. You may download the latest Citrix ICA client directly from Citrix through the following link:

http://download2.citrix.com/FILES/en/products/hockingclients/ica32web.msi

Below are detail steps on how to download and install the Citrix ICA Client from Sage Accpac Online. Go through the following steps:

1. Go to the Internet browser and type www.sageaccpaconline.com

Click on the “Go” button as shown below:


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2. Click on the LOG ON button to go to the logon page. To download and install the Citrix Client, please refer to the download link on the right side under “Related Links”.


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3. You will get the following screen prompting you to Run or Save the Citrix Client installation file. Select Run to start the download.

4. This will begin the download…

5. After the file has been downloaded, the following security warning will appear:


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6. You will need to select Run to start the installation:

7. Click on Next…


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8. For the License Agreement, select “I accept the license agreement” and click on Next…

9. Click on next.


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10. Click on next.

11. When you get the following screen the Citrix Client installation is complete:

Note:


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If you have previously installed the ICA Client then the wizard will ask you to upgrade or install to another location.

12. You can now proceed to the Hosted Services page: www.sageaccpaconline.com


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Click on the “LOG ON” tab on the Sage Accpac Online

Click on the appropriate link to launch the subscribed version.


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You will see the Main Hosted Applications Launching page with all of the available published applications:

• Sage Accpac Online

o Sage Accpac Online ERP V 5.5

o Sage Accpac Online ERP V 5.4

o Sage Accpac Online ERP Simplified Chinese V 5.5

o Sage Accpac Online ERP Simplified Chinese V 5.4

• Sage Accpac Online CRM and ERP

o Sage Accpac CRM


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• Business Partner Demonstration

o Sage Accpac Online ERP Business Partner Demo version


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Immediately after you click on the link to launch your hosted application, you will see a Citrix logo flash by and then be prompted with the “Log On to Windows” box.

There are 3 fields for you to enter and select. You will need to enter your assigned username and password. Your administrator or technical personnel at your company should give this information to you. If you do not see the “Log on to:” field, click on the “Option <<” button.

Note:

It is important to make sure the “Log on to:” is set to ONDEMAND and NOT to ODATLCTX0_ (this computer) or GLOBALSERVICES.

You can click on this drop down box to find out which remote Citrix server you will be logging onto.


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If you are a user and are logging on for the first time, after you have entered the correct username and password, you will be prompted with the following message:

You will be given a Change Password screen that looks like the following. Please enter your old password (the one initially assigned to you) and enter a new password that is greater than 6 characters. You can use a combination of letters and numbers. This password is case sensitive. For example, this means that a capital B and lowercase b is regarded as distinct characters.


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If your password change is successful you will get the following message:

If you enter a password that fails to meet the security policy, you will get a message similar to the following:

Your password will be valid for 90 days. When you login on the 91st day, you will be prompted with the same screens above.


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If your databases are still at the Sage Accpac ERP version 5.3 you will be prompted to upgrade your Administrative Services to Sage Accpac ERP version 5.4.

Please proceed with this Administrative Services Version Upgrade. Your Administrative Services version needs to be at Version 5.4 but all your modules can be at Version 5.3 or 5.4.


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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 4th attempt. Your account will be locked for 30 minutes. You can contact Hosted Services Connectivity Support to unlock your account with proper authorization. Please have your challenge phrase and password ready.

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If your account has been disabled, you will get the following message:


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If you are attempting to logon to the Sage Accpac Online Servers and find that you are not successful, please do the following steps in determining the source of the connection problem.


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Step 1 – Have you installed the Citrix Client?

Please refer to the Installation of the Citrix Client section of this document.

Step 2- 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:

www.sageaccpaconline.com

www.msn.com

www.cnn.com

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 3.

Step 3 – 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.


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The ping utility is another diagnostic for checking connectivity to our servers.

• From Start->Run, type: cmd (on Windows Vista, Windows XP or Windows2000) command (on Windows95/98)

• Type: ping 64.88.171.12

• Press the Enter key

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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.


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Type: telnet 64.88.171.12 1494

Press the Enter key

Another screen will appear with an ICA response:

This test verifies that Port 1494 is open (and required) for your machine to use for establishing Citrix sessions. If you see the above display of ∆∆ICA, this means that the 1494 port is opened on your firewall. If you do not see those results, please contact your Network Administrator. You can click on the top right X to close this window.


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Type: telnet 64.88.171.12 8081

Press the Enter key

Another screen will appear with a blank windows this means the connection was successful:

This test verifies that Port 8081 is open (and required) for your machine to use for establishing Citrix sessions. If you see the above display (blank screen – without any errors) this means that the 8081 port is opened on your firewall. If you are not able to establish a connection, please contact your Network Administrator. You can click on the top right X to close this window.


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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 and Vista.

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.

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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 Port Number

FTP 21

Telnet 23

SMTP (Simple Mail Transfer Protocol) 25

HTTP 80

POP3 110

ICA -TCP 1494

Citrix XML Service 8081


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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 65535. Your network administrator should also define TCP port 2598 to pass through for session reliability.

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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.

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Trace route is a diagnostic that will trace the path your computer takes to connect to the Sage Accpac 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 Accpac 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.”


• Type: tracert 64.88.171.12

• Press the Enter key


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


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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.

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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 64.88.171.12.

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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.


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Line 1 - Internal Local Computer’s IP

Line 2 - Internet Service Provider’s Router

Line 3 - Internet Service Provider’s Gateway

Line 4 - 8 - Internet Service Provider’s Servers

Line 9 - 16 - atlas.cogneto.com servers

Line 17 - deltacom.net server

Line 18 - deltacom.com server

Line 19 - data center server

Line 20 - qualitytech.com server

Line 21 - Sage Accpac Online Router

Line 22 - the Sage Accpac Online Server

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This test will help you assess the connection speed from your site to the data center.

Go to the following URL: http://64.88.171.12/downloadtest/whatisthetransferrate.zip

Then, click "Save" and specify a location on your local hard drive:


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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.


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• 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, …

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• Shared Data

o Site Folder

o User Folder

o Company Folder

o Custom Folder

o Macro Folder

o Licenses Files

• Financial Link Folder

• 3rd Party Folder

• PrintBoss Folder

• EFTDIRECT Folder


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From your remote session desktop:

Go to Start -> Windows Security


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Click on Change Password


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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 OK


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Click Cancel to return to your 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 Hosted Services Connectivity Support to reset your password for you. Please have your challenge phrase and answer ready for authorizing the change.

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 Hosted Services Connectivity Support to unlock your account.


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Click on the Change password button when signing on to Sage Accpac ERP:

Enter old password and new password twice and click OK to confirm change:


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From your remote desktop window, you click on the top right icon, and you will get a drop down menu as shown below.

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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.


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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.

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To access the File Security Status

1. Click on the small icon in the top left hand corner of the session window.

2. From the menu select the File Security status.

You can change the File Security Status to your remote session by toggling between No Access, Read Access and Full Access.

No Access

Read Access

Full Access

View contents on PC’s Local Hard Drive

NO YES YES

Copy Files from Local Drive to

I:\ drive

NO YES YES

Copy Files to Local Drive from I:\ Drive

NO NO YES


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This window will show you a real-time monitor of your current remote session bandwidth and data transfer statistics. You can also find out which server you are currently logged onto.

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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 Hosted environment, you will see your Sage Accpac Online network drive and the local drives of your PC. The Sage Accpac 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 Accpac 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 Accpac Online Session - Your Local PC -

C$ on ‘Client’ (V:) Local Disk (C:)


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If you expand on these, you will see the contents on your local PC.

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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 Accpac Online server. It is much quicker to copy the file over from your local PC to the i:\ drive and then open the file.

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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.

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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.

Your Mapped I: Drive on Sage Accpac Online

Your Local PC’s Drives


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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.


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If you chose to modify these template files to meet your company’s reporting requirements, you can find a copy of these files in a folder on your mapped I:\ drive as shown below:

i:\custom\Financial Statements


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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 Accpac ERP.

2. Open up Microsoft Excel

3. On the menu go to Tools > Options


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4. Then go to the security tab

5. Click on the Macro Security button.

Change the security level from High to Medium.


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If you have some custom crystal reports (non-standard Sage Accpac ERP reports written specifically for your company), you can place this custom *.rpt file in a location on your I:\ drive. It would be advisable to create a separate folder for custom reports.

On your Sage Accpac ERP desktop, right-mouse click and select: New > Report…

Remember to update the Administrative Services > Customization Directories to the I: \Custom folder.


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Enter a Title for your report:

Specify the location on your I:\ drive and the name of the *.rpt file:


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When you’re done, click Finish.


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If you have some modified crystal reports (standard Sage Accpac 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 (AP54A\ENG, AR54A\ENG, PO54A\ENG, OE54A\ENG, etc…) the custom reports are called from these folders.

Your customized or modified report may also require the related report XXPRT.INI file, where the XX represents the module abbreviation in the modules folder such as AP54A. You will need to place these files in the I:\Custom Folder into a subfolder for each of the respective modules (AP54A\, AR54A\, PO54A\, OE54A\, etc…).

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.


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Once the custom report path has been entered and you close out of the screen that report path will be saved for that user.

For information on upgrading and customizing the reports, please refer to the following Knowledgebase Articles:

# 21300

Note: If you do not have access to the documents, please contact your Sage Accpac Certified Consultant for assistance with the customizations or modifications.

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Step 1: Conversion from ACCPAC Plus → Sage Accpac ERP (in-house)

If you are a client who currently runs an in-house installation of ACCPAC Plus, you will need to first contact your Sage Accpac Business Partner to have your ACCPAC Plus database converted into a Sage Accpac ERP Database.

Step 2: Migration from Sage Accpac ERP (in-house) → Hosted Sage Accpac ERP

If you are a client who is currently running an in-house installation of Sage Accpac ERP (in Pervasive database format or MSSQL database format), check with your Sage Accpac Business Partner that you are running with at least version 4.1 or later for your Sage Accpac ERP (formerly called ACCPAC Advantage Series)

Make sure your database has a clean Data Integrity Check. Next, you will need to perform a dbdump of your databases (company and system) to your local PC.

Then, upload the contents to the client’s i:\ drive on Sage Accpac Online and perform a dbload on the i:\drive via Citrix session.

Tip!

If you have a database that already has a large number of users created or several different company databases, you can copy the USERS.ISM file and place it in the SITE directory on the client’s i:\ drive. This will retain those existing Sage Accpac ERP user login IDs and passwords. Despite the dbloading the system database (thus retaining security groups) and copying the user.ism file, you will have to reassign the Users Authorizations from Administrative Services from the Sage Accpac ERP Desktop for each of the users.


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When you migrate your data to Hosted Sage Accpac ERP, you will not be able to retain the original Pervasive or MSSQL database names from your in-house installation of the Sage Accpac ERP Database. As part of Sage Accpac Online Hosted Services operations, all databases are assigned with a standardized naming scheme for maintenance and administration purposes.

After you have successfully dbloaded your database onto Sage Accpac Online, and run a Data Integrity Check, you may get some error messages such as the following:

Date: Friday, November 08, 2002 3:27PM

Data Integrity Log (AS4000) SAMPLE Company, Inc. Page: 1

Administrative Services 5.0A (November 8, 2002 15:27:12)

E: Damaged data. Authorization for undefined database SAMCOM.

E: Damaged data. Authorization for undefined database SAMSYS.

This message indicates that the MSQL database name has changed from what you had from your in-house setup of the Sage Accpac ERP database. Though not critical to the functionality of your database, you will need to contact Sage Accpac ERP Customer Support to remove these messages.


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Question

What are the differences between Accpac Online and Sage Accpac Online?

Answer

Sage Accpac Online uses new technologies such as Windows 2003, Citrix Presentation Server 4.5, Office 2003 and MS-SQL 2005.

Accpac Online used Windows 2000, Citrix Metaframe 1.8, Office 2000 and MS-SQL 2000.

Question

What has changed on Sage Accpac Online?

Answer

Each Citrix user can only have one active session on the hosted servers. If the same Citrix user tries to log in more than once the user will receive the following message:

Followed by:


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Question

What changes will be needed on my firewall when using Hosted Services from Sage Accpac Online?

Answer

The firewall needs to be configured so that it allows ICA connections. You normally need to allow TCP port 1494 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.

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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 Accpac ERP MS-SQL databases and the I:\Drive Content.

Sage Accpac Online archives 4 weeks of onsite daily backups and offsite monthly backups for all the data over 4 weeks old.


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Question

I am new to hosted services and I have an existing Sage Accpac ERP Database. How can I get my data onto the Sage Accpac Online Servers?

Answer

Make sure your existing database is in a good and clean condition. Within Sage Accpac 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 hosted environment.

Next, you will need to perform a DBDump 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 DBLoad.

If your database is currently in ACCPAC Plus, you will first need to convert it into an Sage Accpac ERP database before migrating onto hosted services.

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 Accpac 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 DBLoad 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 Accpac ERP during a DBDump or DBLoad of the database. The other alternative is to call Hosted Services Connectivity Support at 877-223-4828 [outside North America (604) 207-8653] and request a copy of the database. You can request your data be written to a CD and couriered to you for a fee. Please email: [email protected] for current billable services.


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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 Hosted Services Connectivity Support at 877-223-4828 [outside North America (604) 207-8653]. The time to restore will vary depending how far back you need to restore. Our analysts can provide database restores of up to 2 weeks old within a few hours. However, if the database backup is older than 2 weeks, 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.

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Question

We are clients of your Hosted applications and have questions or problems, who do we contact?

Answer

Your first point of contact is your Sage Accpac Business Partner, they are most familiar with your business processes and the way your company is setup within the Sage Accpac ERP Application.

For 24x7 Connectivity Problems you can contact our Hosted Services Connectivity Support group at our toll free number 877-223-4828 (for North America only), outside North America (604) 207-8653]. There is no charge for connectivity support.


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Question

I have some questions about certain functions of Sage Accpac 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.

If you require support on how to use Sage Accpac ERP, you should contact your Sage Accpac Business Partner. They are the most knowledgeable with your business processes.

For billing inquires you can email at: [email protected]. Please include your Client ID in all correspondence.

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Question

I encountered an error message, now what do I do?

Answer

It is important to contact Hosted Services Support immediately when this happens. Do not end your session or close off the error message or log off and start another session. Hosted Services 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 email it to the technician assisting you.


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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 Hosted Services 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 Accpac 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 refer to the section on Printing Custom Sage Accpac ERP Crystal Forms/Reports in this document.

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Question

How can I add a new user on Sage Accpac Online Hosted Services?

Answer

For subscription inquires you can email: [email protected]. Please include your Client ID in all correspondence. Hosted Services Connectivity Support will contact you with the new login information.


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Question

What are the feature differences between Boxed Version and Hosted 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 Hosted Services Group on a case by case basis.

Users cannot use the email feature to email 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 email: [email protected]. Please include your Client ID in all correspondence.

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Question

What is the proper way to exit the remote session?

Answer

When you are finished with your Hosted 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.


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It is important to understand that the Sage Accpac 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 with a “connection-in-waiting” on the Sage Accpac Online servers. As a result, after you log in to a remote desktop, a Citrix ICA session is established and uses a Citrix License.

If you simply click on the top right , it will terminate only the client-side connection. The server side has not been terminated and goes into a “Disconnected” state, resources on the server remain open. This means that the Citrix License and any other applications (e.g. Sage Accpac 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 Accpac 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 both the client and server connections, closing all of the applications and releasing the licenses.

Do not click on the to exit.

Log off properly by going to:

START > Log Off


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Question

I was in the middle of working on the hosted 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 is 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 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.

Please contact Hosted Services Connectivity Support at 877-223-4828 [outside North America (604) 207-8653] for further assistance.


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Question

How can I disable an account when an employee leaves my company?

Answer

You need to contact Hosted Services Connectivity Support at 877-223-4828 [outside North America (604) 207-8653] and the account will be immediately disabled. If you decide to re-activate this account, you will need to contact Hosted Services Support. You will need to provide the challenge phrase and response for verification and authorization in order to re-activate the account.

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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 2003 compatible driver. In some cases, your printer driver may be newer than the one on the Windows 2003 default printer driver list and you will not see the printer appear on your remote session. If this is the case, please contact Hosted Services Connectivity Support at 877-223-4828 [outside North America (604) 207-8653] 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 Start->Printers & Faxes

From the list of printers, right-mouse click on one of printer icons


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Windows Vista Example:

You can also go to Set Printer Properties on the Printer Task Menu along the left of the screen

The Printer Drive Detail is shown here.

General Tab Advanced Tab


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Windows XP Example:

You can also go to Set Printer Properties on the Printer Task Menu along the left of the screen

The Printer Drive Detail is shown here.



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Windows 2000 Example:

The Printer Driver details are shown here.



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Login page: http://www.sageaccpaconline.com/logon

General, Subscription and Billing Inquiries: [email protected]

Technical and Administrative Inquiries: [email protected]

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In North America (toll free): 1-877-223-4828

Outside North America: 1 + (country access code) + 604-207-8653

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In North America (toll free): 1-800-223-4828

Email: [email protected] or [email protected]

sage accpac erp – hosted services

Documents

sage accpac

sage accpac

establishing

data integrity

mssql database

printer task

set printer

file security