Help us to help you

Do some initial investigation

Refer to, or liaise with, your Systems Administrator to:

• Review available reference guides, training guides, or online help. 
• Check to see if you can replicate the problem:
  • On another workstation. 
  • Log in as a different user. 
  • Log in as the System Administrator user. 
  • Directly on the server. 
  • Within your test company. 
• Confirm if the issue is found across all business units (if applicable). 
• Identify when you were last able to perform the task successfully. 
• Identify any changes on your environment since the last time you were able to perform the task successfully.

Client information

The speed and efficiency with which support cases can be resolved may be directly affected by the quality of information provided. Review the list of important information below, and then have this information ready when you log your case; this can be done via the myPA portal, phone, or email. Doing so will help accelerate the process of accurately diagnosing the problem. 

• Your company name and software serial number (where appropriate). 
• Your contact details (name, email address, and contact number). 
• Product name and version number of the applicable installed software. 
• Details of the issue, for example, screenshots of the error messages and how to reproduce the error, or even a screen recording of the problem. If you are logging the issue via the myPA portal, please include this information as well as failed reports, transaction logs, or other support documentation. 
• Description of the problem's frequency and predictability (e.g. intermittently, each time a specific function is used, etc). 
• Description of problem's impact (e.g. does it impact all users, does it occur on all PC's/workstations, does it affect one or all databases). 
• You may be asked to confirm your platform deployment model (e.g. on-premise or cloud deployment), hardware configuration, operating system, database systems, or other integration software. 
• Details of any recent changes to your system or infrastructure (e.g. recent updates, installation of new software, server migration). 

Obviously we hope that you don't have any problems with your Infor SunSystems, but if you do, we are here to help!

For more information, or if you have any questions, contact your Inside Account Manager.