Sage 100

Existing client running Sage 100 4.5 Standard. Everything has been working great for 2 years until 4:30 this afternoon. A user got an error, but doesn't remember what the error was. Launching MAS from the Start button and nothing happens. The user login UI doesn't open. You can RDP to the server and launch MAS without an issue. According to the users and the IT manager nothing changed. Any ideas?

Have you checked the Activity Log? Have they rebooted the workstation? Tried logging in as different user on same workstation?

Sounds like it's just one workstation, I would re-install. Possibly rebooting would work.

Does the mapped drive to the server appear on the workstation?

@gene - didn't check the activity log, rebooted the workstations and server. Can only login on the server

@claudia - the IT manager remoted to 3 other workstations and according to him, the same results from each work station. Guess I'll be there in the AM...

@lisa - all unc with no mapped drives. This was an orphaned client we picked up but actually haven't done any installation/system review. They are waiting for 2014 before we actually do any $$ work for them.

The version you mentioned in your OP requires mapped drives at the workstation level. I would check the Activity Log for the errors.

This morning the IT guy calls and says - Everything is working now and I ask what did he do and I get the nothing, it just started working. I call the controller who says, it stopped working yesterday when IT was doing some server stuff and they worked all night on the server and backups but at least it's working this morning. We have a nice sit down next week to discuss the upgrade and do a system review.

Interesting. But brings up a matter a bit off subject. Being new to the reseller world (2 years in the making) all of a sudden I am having to deal with what I call IT Woes (or IT Wars). Some client's third party IT folks are just being challenging when it comes to coordinating and working as a team. I am told it was bound to happen and lucky to have dodged it for so long especially given activities. So far my way of dealing with it has been to just not engage (all be it - I certainly want to) and professionally consult the client on what I can do for them. Unfortunately it is at the client's cost now and the time spent on their system shouldn't even be needed. This is also taking away time I need for other projects and client's which I don't think is right. It would be if attention wasn't because of IT's medling. Anyways, I wonder if someone can point me to a forum or literature that can educate me further in this area of business. I'm looking for more options or support that my actions provide the best outcome. Anyone?

@JoanSerr we had a similar situation with a client recently. I asked my primary contact, the controller, to coordinate a sit down with him, us, and the IT team, so we could work out how we were to communicate, how we would work together, and who would hold responsibilities for what components. To my pleasant surprise, the owner of the company also attended the meeting and opened with a statement of understanding (paraphrased): ""Weather I pay you (the IT firm) or you (the software consulting firm), doesn't matter to me. If I have down time because the two of you can't agree on who is responsible, that does matter to me; a lot! If we have a issue, you both have a issue until the issue is resolved."" After that, things work much more smoothly. If they need to do something to any server running one of the apps we support, they call us first. If we need anything adjusted on a server or workstation, we don't do it, even if we have the ability. We called them, explain what we need and why, and they make it happen. If we have a disagreement, we discuss it, present the opposing concerns to management, and they direct us on which approach to take. Life is good. - Don't operate in a vacuum, especially when it's not your risk! Get the client involved. They write the checks and can apply pressure where it is needed.

This is beautiful and very glad to hear the results were so positive. I wish my request would have been met with this type of commitment. However that request made on the 20th was rejected by IT, stating it's not needed. Monday I tested access on the workstations and emailed both IT and client that there were 2 with permission issues. The response was that he corrected ""and tested"" the access. On Tuesday -he was contacted by the customer and advised that we couldn't move forward with install on one of the station due to permissions. The one machine that was reported with access issues the day before. Instead of looking into it he replies the 2 were corrected and set the same so 'he doesn't know what I am doing wrong'. It is so obvious that they are not. Also adds that I should be going directly to him, ""why doesn't she just CALL ME!"". This is how it has been now for 2 weeks, and just about daily. I really hate to see the customer impacted like this. Just to make sure the customer understood my dilema - had them present to bear witness. I really don't know what else to do and it saddens me. They have so much potential to grow the business through some little process improvements and screen customizations that we haven't been able to implement because of this 'distraction'. On the brighter side, I've already incorporated the suggestions members have made in other interactions with third party IT and so glad I did. Thank you members. I do very much appreciate everyones input. (Faith keeps me going when all hope is lost. Jack helps me get over the loss) ;)