Helios will not run on home computer.

[redbud2005]

I am trying to install Helios 11.3.7 on my home computer for reporting. I am getting the following error:
Make Connection
---------------------------
The following Error occurred:

Provider cannot be found. It may not be properly installed.

Number: 3706

I have called Helios 4 times now without any resolution. They keep telling me that someone will call me back tomorrow. Evidently at Helios, tomorrow never comes, I never get a call back. They surely don't waste any time taking $39.99/month from me for support that I never receive.

Can someone help me resolve this problem?

I am running Windows XP Pro SP2

thank you,

[MATT A]

Usually they call back right away and are pretty good about that. However what type of reports did you want to do from home. If the computer at home is not connected to the salon's how did you want to do reports. However if they are linked you should be able to. If not your going to be doing some blank reports. Also you do need to have a hardware key to have it at another location but that's not the error that would come up I don't belive almost sure it's not. Maybe Andy will fly by and help answer this question.

[Andy]

Please call me tomorrow ... number below.

Our call volume has been very low lately, normally is when Salons are in season ... so it is very surprising that you did not get a call back, in fact we have been taking calls live over 50% of time for the last number of weeks.

We can track every incoming and outgoing call, so I would appreciate knowing the number you called from and the date and approximate time of your call so we can determine who took the call, what the callback load was at that time and who should have handled your issue.

Off the top of my head I am not sure what would be causing this issue, V11.3.7 is not SP2 compliant, but that should not impact your ability to install. You would immediately need to apply the latest update which is SP2 compliant.

Also the concept of calling back tomorrow is totally unacceptable. With the exception WAN Support and when the user wished a callback from a requested individual all open tickets must be responded to prior to the end of business.

So as I said call me in the morning, and I will transfer you to a Tech to assist.

_________________
Andy Thompson
Director of Training and Support - HELIOS LLC
Office: 317-554-3409
Cell #: 317-529-0041
andy@gohelios.com
[ This Message was edited by: Andy @ MyATSO.ca on 2005-04-26 22:45 ]

[MATT A]

Talk about quick service.

[Andy]

Genius ... it is not necessary to have a Hardware Key (dongle) on a home computer that you only wish to run reports. You are of course right about being able to use BackOffice thru an Internet connection, but it is also OK to take a copy of the salon data home and run reports there.

Without a Hardware Key all things in Helios are possible EXCEPT with more than 25 clients in the database you can not process any Point of Sales transactions.

[Andy]

redbud2005 ... I am in the office today but then out of the office the balance of the week. If you do not see the post above until after EOB on Wednesday then please call into Tech Support and ask for JJ, Supervisor of Tech Support and he will transfer you to the appropriate Tech to address you issue.

[redbud2005]

Andy, Left you a message at the office to call me back.

Let me clarify the unreturned phone calls. I did work with someone from Tech Support and tried to resolve the issue with no success. Was then told someone else would contact me the help resolve the issue, but never get that call back.

Running reports: I do a data backup every night to a memory stick and bring it home. So I do have the data to run reports.

rob

[MATT A]

AHHHHHHHHHHH I see now. Memory stick