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Getting help with ConvergeOne-hosted issues

From Prime 16 Online User's Manual

Who do I call?

Who you should call will depend on where you encounter the error. Typically, reviewing each item in this troubleshooting list will help you know who to call. The following troubleshooting list is for the Access-based version of Prime (not the web-based version):

Call Your In-House Tech Support People For These Issues

  • Can't get to the Internet at all -- web browsers won't open any Internet websites
  • Web portal shows up, you can get logged on, but the program won't start

Call ConvergeOne For These Issues

  • Internet is working fine, but Web portal doesn't show up -- if the web portal (https://portal.kempscaseworks.com) does not appear in your browser, but other websites do
  • You experience print formatting from one specific printer, but not other printers

Call Kemp's Case Works For These Issues

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