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SPACE MANAGER CLOUD CONNECTION ISSUES

Below is a process to follow if customers are reporting the inability to log in to Space Manager Cloud, or if it is considerably slow.

TIER 1

  • Log in to DandD
  • Head to Management Tools>SM Cloud Clients
  • Check in the list of live customers if there is a Database Host assigned:

  • If there is no Database Host assigned, escalate to tier 2 who would need to report it to IQX.

IF THERE IS

  • Open the customer
  • Tick restart Hub

  • Click update every 10-20 seconds until it is unticked
  • Once the restart tick box has unticked itself ask the customer to try again
    • Can they Log in?
      • YES: Close the case
      • NO: Ask them to delete the cookies in their browser and try again
    • Can they Log in?
      • YES: Close the case
      • NO: Check they are using the right email address that they have set in their user in Space Manager. Log in to their database, go to Maintenance>Users>Check their email address
      • Check they are using the right link without https or https. The link should always be saved or pasted as the example written below:

 

 

customername.sm-infinity.co.uk

    • Can they log in?
      • YES: Close the case
      • NO: Escalate to Tier 2

TIER 2

If after the above steps a customer still cannot get in, please follow the steps below:

  • Log in to DandD
  • Go to Management Tools>SM Cloud Clients
  • Make a note of the Database Host the customer is on, example “smi-sql2”

  • Open the live customer
  • In the New Database Host dropdown select None.

  • Click update
  • In the previous window where it lists the live customers keep clicking update until the database host for that customer disappears:

  • Open the customer again
  • In the New Database Host dropdown, set it back to the database host it was sitting on before (you had made a note of this in the previous steps).
  • Ask the customer to try again
    • Can they log in?:
      • YES: Close the case
      • NO: Raise to IQX

MULTIPLE CUSTOMERS Reporting unable to log in/not loading/slowness OR you cannot get in to DandD:

Please email Jenny, Catherine, Tom and IQX asap with the following information:

 

 

Description of Exact issue with possible screenshot:

Customers affected:

Number of connections: *

* The number of connections can be found in DandD (If you can get in): Go to Management Tools>SM Cloud Customers> Connections (on the left)> Exe Users