Support Help

About Support Help

The <Support Help> button on the Initial Entry Screen contains valuable information that will assist the Support Team and the User.

 

This button is found on the Initial Entry Screen.

 

Support Help Screen

 

 

This section lists:

  • The Directory where the VIP System is installed.
  • The Runtime Version currently being used.

 

Licence Information

Click on the <Licence Info> button.

 

Amongst other things, the number of Licensed Users are recorded here.

 

Reinstall Connected Services

If the Sage Connected Service has been uninstalled, when clicking on the <Install> button, the Sage Connected Services software will be re-installed.

 

A message will be displayed to indicate that it was successful.

 

Create Shortcut

The <Create Shortcut> button will display a message to confirm if you want to create an icon on your desktop that will be a shortcut to the VIP System.

 

 

If the situation occurs that files have become corrupted due to power surges or incorrect exiting procedures, it is possible to rebuild them from here.

 

The available options are:

  • Rebuild All Data Files,
  • Rebuild Specific File (e.g. VPCNT001) – enter the file name, and
  • Rebuild Specific Company – select the company from the drop-down list.

 

Additional to this are three different ways in which the selected files can be rebuilt:

  • -R (recommended) - this is the default,
  • -R +E (Add record encryption), and
  • -R –K 0 (Rebuild in key order).

 

The Rebuild procedure will be initiated once the <Rebuild> button has been clicked.

 

A message will be displayed, stating that all users should be logged out of the system before doing a rebuild.

 

 

The Support Help Screen also accommodates the Support Authorisation Letters.

Various Support Authorisation Letters may be accessed from here, and include letters such as:

  • Change Company Status,
  • Delete Company,
  • ODBC Access,
  • VIPSD Letter, and
  • Unlicense Audit Trail.

 

How to Print and Complete the Change Company Status, Delete Company, ODBC Access, VIPSD and Unlicenced Audit Trail Letters:

  1. Select the applicable letter and click on the <Support Letter> button.
  2. The selected letter will be opened to print out for completion.
  3. Complete and send the letter to your accredited Sage Business Partner.

 

 

The Change Company Status Letter is required before you will be assisted to change the Status of a company from one to another of the following:

  • Live (Day-to-day salaries and wages processing),
  • Dormant (Dummy company for testing purposes), or
  • History (Copies of live companies for, e.g. backup purposes).

It is populated with the Computer Date and must be completed with your specific requests and signed before returning to Support in order to be assisted.

 

 

The Delete Company Letter is required before you will be assisted to delete a company.

It is populated with the Computer Date and must be completed with your specific requests and signed before returning to Support in order to be assisted.

 

 

The ODBC Access Letter is required before you will be assisted to give any users access to ODBC.

It is populated with the Computer Date and the User Name, Company Number and specific ODBC Fields must be completed by you and signed before returning to Support in order to be assisted.

 

 

The VIPSD Password Letter is required before this password can be issued, which enables certain fields in the system that you would not ordinarily have access to.

It is populated with the Computer Date and must be completed with your specific request, signed and returned to Support in order to be assisted.

 

 

The Unlicense Audit Trail Letter is required before the Audit Trail can be unlicensed.

It is populated with the Computer Date and lists the consequences of this action.

Once completed and signed it must be returned to Support in order to be assisted.

 

Accessing the Support Help Screen via Window Explorer

If the VIP Directory has been corrupted for some reason, it is not possible to access the Initial Entry Screen to select the Support Help function. Therefore, a Support Help Shortcut is now available in the VIP Directory.

 

To access the Support Help Shortcut within the VIP Directory:

  1. Open Windows Explorer.
  2. Access the VIP Directory.
  3. Click on the Support Help file.
  4. The Support Help Screen will open.