iTopia & Portal/Server Issues

Before you check the iTopia service and/or iTopia server for issues, please confirm that the issues are not confined to an individual workstation. For details on troubleshooting iTopia on a workstation, please see the iTopia Workstation/IE Browser Issues document.

If iTopia is not working at your site, here are a number of items you can check and correct as required:

  1. Check the SQL Server service to ensure that it is running. If it is not started, then restart the service.

  2. Check the iTopia portal to ensure that it is running. If it is down or if you are unsure if it is running, stop and start (or re-start) the Tecsys iTopia Service (ESWC ***) on the console.

  3. Check the iTopia server if re-starting the portal failed to resolve the issue. In this case, restarting the server should resolve the issue.

If you perform 1, 2, and 3 above and you are still experiencing difficulties, you will need to contact the SMB Support Department. Before you contact SMB Support, we recommend that you investigate the following items:

  1. Has your IP address changed recently? If yes, please have your new IP address information ready when you contact SMB Support as configuration changes need to be made.

  2. Have there been any changes on your network? Specifically:

    • Have you added or replaced a server? If so, what is the new server name?

    • Have there been any security updates that affect permissions to access the server?

 
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