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Horizons International Support Problem Solving Tools

Evaluate (document) the problem:

  1. Network Server: Hardware / Software (Memory, disk space, CPU version), Operating system + Service Pack)
  2. Workstation: Hardware / Software (Memory, disk space, CPU version), Operating system + Service Pack)
  3. Application Software (Dynamics GP Version + Service Pack, HMS Version and Build)
  4. Screen Shots and steps to recreate the problem. The best way to approach this is to create a word document as a narrative, and then paste in screen shots to document how to reproduce the issue. If you need help from technical support, they will need this along with screen shots of setup screens.

Resources

  1. Check Horizons Frequently Asked Questions (FAQ) and on-line manuals for information (read notes below)
  2. Contact Reseller - First line of Technical Support
  3. Microsoft Dynamics GP Knowledge Database - http://www.microsoft.com/dynamics/gp/support/default.mspx
  4. MSSQL - www.microsoft.com/sql/support/default.mspx
  5. MSDE - www.microsoft.com
  6. Horizon's Tech Support 800-287-8014 ext. 3,

Problem Solving Steps

Horizon's International products are written in Dexterity which is the language of Dynamics GP. We made the decision to develop in this language so that we could offer a seamless interface. Our screens look like Dynamics GP screens and we actually add information to some windows. But, because our product is so closely tied to Dynamics GP it is often difficult to distinguish between the two. For example, if the functionality deals with a Bill of Materials or Work Order, the code that executes is Horizon's. When a Work Order is posted, the functionality transfers to Dynamics GP for General Ledger and Inventory activity.

These are complex systems. Use a systematic approach.

Define symptom(s)

  1. Is it a really a code problem? (ie is the system designed to do this? Check the online help file.)
  2. Is the problem repeatable? If the problem is intermittent, it will be very difficult for support to duplicate the issue and therefore may be unable to help you.
  3. Has data corruption been ruled out? Sometimes just running SQL maintenance or re indexing solves intermittent issues.
  4. Have the steps to recreate problem been documented? We can't stress enough the importance of this step, as it will be required by technical support in order to help you resolve the issue.
  5. What event(s) preceded the problem? (ie, update, new equipment, new user.)
  6. Have you contacted your Reseller? (First line of technical support)

Background information that may be needed

  1. System information (Hardware/Software versions and service packs)
  2. Workstation (Hardware/Software versions and service packs)
  3. Application Software Versions and builds (Dynamics GP, Horizon's)
  4. Database Engine (MSDE, MSSQL)

Questions to ask

  1. Has system been professionally implemented?
  2. Does system meet Dynamics GP requirements?
  3. Have you contacted your Reseller?
  4. Do you have a support contract?

Posting Problem Diagnostic Scenario

Posting problems should be analyzed and processed following these steps:

  1. Are you on the latest build? Check our web site and read the changes doc (or search in the on-line help file) to see if your issue has been previously reported.
  2. Try posting on another Workstation or logged in as a different user.
  3. Bypass the network by posting directly on the server. If this works then perhaps there is an issue with network connectivity.
  4. If there are still problems then it may be server or Workstation hardware such as a bad patch cord or a permissions issue.