User's Manual

SIM™ User Manual | Ref Code: SUM | GEN4_0024| Version: 8
165
TROUBLESHOOTING GUIDE
SIM™ manager
Symptom
Corrective Action
1. Internet explorer cannot open SIM™ manager
 Open another website (e.g. Google) in your
browser. If website does not open contact
your IT support officer to check internet
connections.
IT actions recommended:
 Determine if the server is accessible from the
client computer
 Clear browser history (cache) and try opening
internet browser
 Check if IE10 or above is being used.
 If internet connection is working and SIM™
Manager is still not opening, contact SIM™
Customer Service
2. Silverlight Errors
Silverlight is a Microsoft browser extension, required
to access SIM™ manager.
 Enter detail of how the error was produced;
click “send error report” on the error window.
Close browser and re-login to SIM™ manager.
 Check that Silverlight version 5.1.20513.0 or
higher is installed.
 If Silverlight errors still occur, contact your IT
support officer
3. SIM™ pod status on SIM™ manager is orange
 See corrective actions for SIM™ pod status
indicating red
 Check if the SIM™ pod is in Wi-Fi range
 Check if the last activity is within the
assessment period
 If assessment period is still running contact
SIM™ customer service however if assessment
period is finished – remove SIM™ pod from
resident and clean/return pod to the SIM™
dock.
4. The assessment status is stuck on ‘pending’
 Check the assessment start/end date and time
are set correctly
 Click on edit button and correct the time and
date
 If possible, abort the assessment, call the IT
support officer and request the server to be
restarted. After restart, create the assessment
again and report the issue to the customer
service.
5. The assessment status is stuck on ‘retrieving’
 Call your IT support officer to restart the server
and report to SIM™ customer service.