Email: support@crbcunninghams.co.uk
Troubleshooting guides
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Please ensure you have provided your internet payments provider with an up-to-date list of students and check with your on-site I.T. team that your internet connection is working correctly.
The first thing to ensure is that your software is running and you have an active internet connection. If the internet connection is interrupted, you will not receive any payments. Please contact your internet service provider, usually via your school I.T. department, to resume the connection.
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The software can either run as a service or as an application on your P.C. or server. You will have a shortcut on the P.C. desktop if it runs as an application.
To start or restart the application, double-click on the icon. The software will run in the background as a service if no icon is present. If you are unsure of how to access the background services, you should either restart the P.C. or contact your I.T. department.
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Open the application
After opening the application, there will be an icon in the system tray in the bottom right-hand corner of your screen. Clicking this will bring up the software window screen.
If the software works correctly, it will show the word "Running". If it says "Stopped", you can click on the start button to launch the software. You can then close the window by left-clicking the cross in the top right-hand corner of the window. The software will still be visible in the system tray.
If payments are still not showing in the system, you can check the refiler software to see where the issue may lie. Double left-click on the refiler icon (this is a purple square with a pound sign and a yellow folder.)
Any failed payments will be seen in a dialogue box. In most cases, the reason for failed payments is due to the I.D. number held in Impact not being the same as that held by your internet payments provider.
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Restarting reval units
If you have more than one Revaluation Unit (Reval) and have one machine which is not displaying any names, please restart the power to the unit.
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This would indicate an issue with the Reval Units connection to the back office P.C. Firstly, ensure the P.C. is switched on, the Reval software is open, and the P.C. has a working network connection.
Changes to the firewall on the P.C. could stop all the Reval units from connecting.
After restarting the P.C., please check with the school I.T. department to see if any network changes have recently occurred.
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