Helios 9.4 Support to Andy

Sonshinetans · 01-08-2003, 07:56 PM

Hey Andy,
since many of us aren't going to vs 10 and helios will stop support on vs 9 in June why don't you set up some kind of service fee for us who will eventually need support on vs 9..
I will soon stop support with Helios and I'm sure I will need help..
What about it Andy, how about maybe a fee each time we call you for support...
Tommy

Sonshinetans · 01-13-2003, 10:01 AM

what about it andy,,
any feedback
Tommy

Andy · 01-13-2003, 10:22 AM

Tommy ... first thank you so much for your vote of confidence.

I do get this request OFTEN ... and have tried to think of a way to provide such a service beyond that which I am able to and do provide currently.

Here are my challenges:

1. Technically I am a ONE MAN show, although I have an excellent working relationship with Michael Chunn's organization related to the Solarsoft products ... related to Helios, I provide training and limited support directly to clients.

2. I often (at least for one week a month, often more) am out of the office, onsite with a client. While providing this onsite service to clients I am not accessible. When providing my onsite service I am totally focused on the service I am delivering to my client, my cell phone is off and I check voice mail only a couple of times a day and normally do not respond to voice mail messages until the end of the day or until I return home to my office.

3. My clients, (that I do provide Helios Support to) which are typically clients that I have either in the past sold Helios to (in Canada), or have provided onsite service or offsite service to ... understand that I do not provide emergency support. I do my best to be accessible and available (and am often more accessible than quality support from you know were) BUT I do not mislead my clients into believing or relying on my being available as you would expect a professional support department to be.

So there you have it Tommy, I do actually provide training and support now to many clients based on my billable rate of $100 per hour ... and as you know that includes the use of my TollFree InWats line.

I have never and will never (in my current mod of operation) recommend to any Helios User that they cancel their Software Maintenance Agreement with Helios ... that is a decision for each User to make for themselves. I do see your point though, if you do not intend to upgrade with Helios beyond V9.4 it would cause one to pause and consider.

I am willing, ready and able to provide support to any Helios User that deems it desirable within the scope of my knowledge and ability.

_________________

Andy Thompson
ACT Business Solutions
Toll-Free 877-777-6717
andy@atso.ca
ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2003-01-13 09:31 ]

Sonshinetans · 01-13-2003, 11:14 AM

I appreciate that answer and understand.
I am sure I will be using your services in the near future.
Thanks again
Tommy

perfect10 · 01-14-2003, 07:09 PM

andy love ...you've help me many a times, well today was the day from ****. upgraded my helios 9.1.5 to 9.4 from helios web, was for just one minute very proud of myself only to discover 9.4 doesn't want to talk to my timer ( questar data base 1000 ) figured it was like a teen talking to a old person.
i did spent a few hrs with helios tech support. best they could do was get me back to 9.2.5 so my timer works but now i lost one employee in the time clock and shift report screen is blank (but shows up no register tape)??? they said if i want 9.4 the 10 i have to go to t-max . do you think there's something we are missing that they wont talk ( maybe some slang word?)
let me know if you have any ideas
thanks bunches

Andy · 01-14-2003, 07:29 PM

I have never worked with a Questar Database 1,000 .... 5,000 and 10,000 yes but not 1,000.

I know on both 5,000 and 10,000 you really need to set the baud rate of the com port to 2400 and you may also have to adjust the Questar Delay Time in the System Registry ... did Tech Support try all these options.

It most like is that the Timer Server program in V9.4 (first introduced in V9.4) and V10 may not support the Questar Database 1,000 ... not sure because I have not (as I said) worked with it.

The Shift Report screen is blank ... are you saying the Report Display is all white ... does this happen on other reports as well? You do need to define a printer to have reports display properly on the screen even if you do not actually have a printer connected to your system. So if that is the problem ... in Windows set up a printer ... suggest HP6P if you do not have a printer ... then in Helios ... View .. Preferences ... System Defaults ... on the Perpheral Tab ... set the report and receipt printer to that printer .... restart Helios and try the report again.

Lost one employee in the Time Clock ... are you saying one employee is gone from the Employee File or you are missing some time clock records for a period of time ... both situations would be strange, but if you could clarify please.

_________________

Andy Thompson
ACT Business Solutions
Toll-Free 877-777-6717
andy@atso.ca
ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2003-01-14 18:31 ]

perfect10 · 01-14-2003, 07:52 PM

wow you are a fast man,
slip of the keys. its a 10,000 questar
my bauds where set at 1200. (i changed to 2400)
tec had me adjusting the delay in utilitys .1 then 5 then 1 nothing worked.
shift screen all white (didnt check other reports had to leave ...do have a reiept and report printer.. this just happened when we went back from 9.4 to 9.2.5.as for employee )megan 's name doesnt show in time clock file i tried re-entering her. her employee file and password list show?????? what a day ahhhhhhhhhh

Andy · 01-14-2003, 08:33 PM

well I am aware of a number of Helios Users using Questar 10,000 ... and actually I can not remember if it is 1200 or 2400 that is for the Database .. but think I do remember it as being 2400.

other things ... Linda I am sorry but honestly nothing else comes to mind ... not sure what to recommend.

I am aware of a number of people that have gone back to 9.2.5 from 9.4 for a variety of reasons ... did not like the Timer Server ... one client that actually uses the Timer Manager displays for Bed Cleaners to work from and wanted to keep the two ... another that did not like the way EFT Unfreezes are handled in 9.4 compared to 9.2.5 ... etc etc ... not aware of any of them have these sort of problems.

sorry, wish I should shed more light ... hoping tomorrow goes better

_________________

Andy Thompson
ACT Business Solutions
Toll-Free 877-777-6717
andy@atso.ca
ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2003-01-15 06:46 ]

perfect10 · 01-15-2003, 07:34 AM

thanks for your help...
ill try the 2400 baud switch but will prob stay at the 9.2.5 then
have a happy

perfect10 · 01-15-2003, 12:13 PM

another thanks andy,
even though i had a printer a put a ghost printer in and it worked (got my report screen back) also found my missing employee.
having a deliteful day...
2400 bauds doesnt work though w/quastar 10,000 have to stick w/1200 bauds.
thanks again lol

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01-08-2003, 07:56 PM	#1 (permalink)
Sonshinetans Join Date: Oct 23 2000 Location: alabama Posts: 493 Rep Power: 9	Hey Andy, since many of us aren't going to vs 10 and helios will stop support on vs 9 in June why don't you set up some kind of service fee for us who will eventually need support on vs 9.. I will soon stop support with Helios and I'm sure I will need help.. What about it Andy, how about maybe a fee each time we call you for support... Tommy

01-13-2003, 10:01 AM	#2 (permalink)
Sonshinetans Join Date: Oct 23 2000 Location: alabama Posts: 493 Rep Power: 9	what about it andy,, any feedback Tommy

01-13-2003, 10:22 AM	#3 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,763 Rep Power: 9	Tommy ... first thank you so much for your vote of confidence. I do get this request OFTEN ... and have tried to think of a way to provide such a service beyond that which I am able to and do provide currently. Here are my challenges: 1. Technically I am a ONE MAN show, although I have an excellent working relationship with Michael Chunn's organization related to the Solarsoft products ... related to Helios, I provide training and limited support directly to clients. 2. I often (at least for one week a month, often more) am out of the office, onsite with a client. While providing this onsite service to clients I am not accessible. When providing my onsite service I am totally focused on the service I am delivering to my client, my cell phone is off and I check voice mail only a couple of times a day and normally do not respond to voice mail messages until the end of the day or until I return home to my office. 3. My clients, (that I do provide Helios Support to) which are typically clients that I have either in the past sold Helios to (in Canada), or have provided onsite service or offsite service to ... understand that I do not provide emergency support. I do my best to be accessible and available (and am often more accessible than quality support from you know were) BUT I do not mislead my clients into believing or relying on my being available as you would expect a professional support department to be. So there you have it Tommy, I do actually provide training and support now to many clients based on my billable rate of $100 per hour ... and as you know that includes the use of my TollFree InWats line. I have never and will never (in my current mod of operation) recommend to any Helios User that they cancel their Software Maintenance Agreement with Helios ... that is a decision for each User to make for themselves. I do see your point though, if you do not intend to upgrade with Helios beyond V9.4 it would cause one to pause and consider. I am willing, ready and able to provide support to any Helios User that deems it desirable within the scope of my knowledge and ability. _________________ Andy Thompson ACT Business Solutions Toll-Free 877-777-6717 andy@atso.ca ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2003-01-13 09:31 ]

01-13-2003, 11:14 AM	#4 (permalink)
Sonshinetans Join Date: Oct 23 2000 Location: alabama Posts: 493 Rep Power: 9	I appreciate that answer and understand. I am sure I will be using your services in the near future. Thanks again Tommy

01-14-2003, 07:09 PM	#5 (permalink)
perfect10 Join Date: Jan 22 2002 Location: oceanport nj Age: 47 Posts: 120 Rep Power: 7	andy love ...you've help me many a times, well today was the day from ****. upgraded my helios 9.1.5 to 9.4 from helios web, was for just one minute very proud of myself only to discover 9.4 doesn't want to talk to my timer ( questar data base 1000 ) figured it was like a teen talking to a old person. i did spent a few hrs with helios tech support. best they could do was get me back to 9.2.5 so my timer works but now i lost one employee in the time clock and shift report screen is blank (but shows up no register tape)??? they said if i want 9.4 the 10 i have to go to t-max . do you think there's something we are missing that they wont talk ( maybe some slang word?) let me know if you have any ideas thanks bunches

01-14-2003, 07:29 PM	#6 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,763 Rep Power: 9	I have never worked with a Questar Database 1,000 .... 5,000 and 10,000 yes but not 1,000. I know on both 5,000 and 10,000 you really need to set the baud rate of the com port to 2400 and you may also have to adjust the Questar Delay Time in the System Registry ... did Tech Support try all these options. It most like is that the Timer Server program in V9.4 (first introduced in V9.4) and V10 may not support the Questar Database 1,000 ... not sure because I have not (as I said) worked with it. The Shift Report screen is blank ... are you saying the Report Display is all white ... does this happen on other reports as well? You do need to define a printer to have reports display properly on the screen even if you do not actually have a printer connected to your system. So if that is the problem ... in Windows set up a printer ... suggest HP6P if you do not have a printer ... then in Helios ... View .. Preferences ... System Defaults ... on the Perpheral Tab ... set the report and receipt printer to that printer .... restart Helios and try the report again. Lost one employee in the Time Clock ... are you saying one employee is gone from the Employee File or you are missing some time clock records for a period of time ... both situations would be strange, but if you could clarify please. _________________ Andy Thompson ACT Business Solutions Toll-Free 877-777-6717 andy@atso.ca ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2003-01-14 18:31 ]

01-14-2003, 07:52 PM	#7 (permalink)
perfect10 Join Date: Jan 22 2002 Location: oceanport nj Age: 47 Posts: 120 Rep Power: 7	wow you are a fast man, slip of the keys. its a 10,000 questar my bauds where set at 1200. (i changed to 2400) tec had me adjusting the delay in utilitys .1 then 5 then 1 nothing worked. shift screen all white (didnt check other reports had to leave ...do have a reiept and report printer.. this just happened when we went back from 9.4 to 9.2.5.as for employee )megan 's name doesnt show in time clock file i tried re-entering her. her employee file and password list show?????? what a day ahhhhhhhhhh

01-14-2003, 08:33 PM	#8 (permalink)
Andy Join Date: Jan 25 2000 Location: CT Posts: 1,763 Rep Power: 9	well I am aware of a number of Helios Users using Questar 10,000 ... and actually I can not remember if it is 1200 or 2400 that is for the Database .. but think I do remember it as being 2400. other things ... Linda I am sorry but honestly nothing else comes to mind ... not sure what to recommend. I am aware of a number of people that have gone back to 9.2.5 from 9.4 for a variety of reasons ... did not like the Timer Server ... one client that actually uses the Timer Manager displays for Bed Cleaners to work from and wanted to keep the two ... another that did not like the way EFT Unfreezes are handled in 9.4 compared to 9.2.5 ... etc etc ... not aware of any of them have these sort of problems. sorry, wish I should shed more light ... hoping tomorrow goes better _________________ Andy Thompson ACT Business Solutions Toll-Free 877-777-6717 andy@atso.ca ACT Help Center [ This Message was edited by: Andy @ ATSO.ca on 2003-01-15 06:46 ]

01-15-2003, 07:34 AM	#9 (permalink)
perfect10 Join Date: Jan 22 2002 Location: oceanport nj Age: 47 Posts: 120 Rep Power: 7	thanks for your help... ill try the 2400 baud switch but will prob stay at the 9.2.5 then have a happy

01-15-2003, 12:13 PM	#10 (permalink)
perfect10 Join Date: Jan 22 2002 Location: oceanport nj Age: 47 Posts: 120 Rep Power: 7	another thanks andy, even though i had a printer a put a ghost printer in and it worked (got my report screen back) also found my missing employee. having a deliteful day... 2400 bauds doesnt work though w/quastar 10,000 have to stick w/1200 bauds. thanks again lol

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