Getting help with ConvergeOne-hosted issues: Difference between revisions
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=Who do I call?= | =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. | 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== | ==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 | * 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 | * Web portal shows up, you can get logged on, but the program won't start | ||
* New users cannot log on without an error being shown -- we see this frequently if a new user's profile is not complete. Ask your database administrator to ensure your profile is complete, including all defaults, and at least one role assigned. | |||
==Call | ==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 | * 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 | * You experience print formatting from one specific printer, but not other printers | ||
[[File:Screenshot 2026-07-07 at 6.44.28 PM.png|400px]] | |||
==Call Kemp's Case Works For These Issues== | ==Call Kemp's Case Works For These Issues== | ||
* Issues not otherwise solved may require intervention by Kemp's support staff | |||
Latest revision as of 23:46, 7 July 2026
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
- New users cannot log on without an error being shown -- we see this frequently if a new user's profile is not complete. Ask your database administrator to ensure your profile is complete, including all defaults, and at least one role assigned.
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
- Issues not otherwise solved may require intervention by Kemp's support staff