We are currently experiencing increased error rates due to Amazon servers impacting our online services. These errors may cause issues with our Cloud services hosted in Amazon. Technicians are currently working to resolve these issues as fast as possible and expect all services to be restored shortly. We apologize for the inconvenience and thank you for your patience!

Upcoming Schedule: In observance of the holiday season, our office will close on Tuesday, December 19th at 1:00PM EST. Should you have a critically urgent support issue, please leave a voicemail with your name, business name or customer ID, and a brief description of your issue and one of our support specialists will return your voicemail within one business day. We will re-open for normal business hours on Wednesday, December 20th at 9:00AM EST. Thank you for your understanding, and we hope that you have a warm and safe holiday!

System Maintenance is scheduled between Sunday night, September 17th, 9:00 pm EST and Monday morning, September 18th, 12:00 am EST. Customers may experience a brief interruption in our Cloud, Remote Access, Online Booking, and other online services during this time frame. We don't expect any long outages and all services should be restored quickly. We apologize for any inconvenience this may cause and thank you for your service and patience.

We recently experienced a service outage related to some Amazon Web Services, which affected key functionality of our Remote Access Service. This interruption happened on Thursday, June 22nd, between the hours of 9:00pm and 2:00am EST. The Remote Access Service is now fully restored. If you continue to experience issues with your Remote Access Service, please follow the directions on this Support Article to restart the Remote Access Service and try reconnecting again. You can also restart your computer to restart your service. If you are still experiencing issues afterwards please contact our support team at 1 (800) 604-2040.

All of our services have been restored after a brief interruption that impacted our Cloud online services. This interruption occurred between 9:45 a.m. and 10:55 a.m. EST on September 18th. We apologize for the inconvenience and thank you for your patience!

Keeping Remote Access Connected

These instructions will help you make sure that Remote Access stays connected when you are away from your business. It is required that you leave your computer running and signed into your Windows User Account for the service to work properly. Your database must be accessible for Remote Access to display any of your information since the service works in real time.

Sleep mode is a common cause for the software to freeze or lose connection. It also has an effect on your services that use the Internet to connect to your database. It is recommended that you disable this feature.
  1. Go to Windows Start > Control Panel.
  2. Choose Hardware and Sound.
  3. Click on Power Options.
  4. In the left pane, select Change when the computer sleeps. Set the Put the computer to sleep pull-down to Never.
  5. Select the blue Change advanced power settings link.
  6. Expand the + next to Hard Disk, followed by the + next to Turn off hard disk after.
  7. Ensure that the value in Setting says Never. If it does not, click on the setting and change it to zero.
  8. Click Apply and the OK. This will disable the hard drive from shutting down after a period of inactivity in Windows.
  9. Click Save changes in the Power Options settings and then close Control Panel.
These changes to your Windows power options will ensure that Remote Access stays connected. It is OK to turn off your monitor or display. If you use a laptop for your main computer, make sure you adjust the actions Windows takes when you close the lid. These settings will likely be changed in Windows StartHardware and SoundPower Options.

Did you find this article helpful?