IRis Tech Tip Of The Week - All Versions

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For any database-driven program, proper use and maintenance of the program is key. A well-maintained system will run smoothly and quickly return accurate search results and reports/statistical information. Although SunCoast offers options for free technical support, such as posting questions for advice from the IRis Users Group listserv, and accessing the Help files from within IRis or on the SunCoast website, some issues will dictate an actual call to our technical services department. Many times, the time spent on the call (and therefore the corresponding expense associated with it), can be reduced by having the following information available.

 What  you can expect from us:

·          We are polite and courteous at all times.

·          It is important to remember that some issues may need to be researched.  If this is the case we will call you back as soon as possible with the solution.

·          If we need to put you on hold to find an answer be assured you are not charged for this hold time.

·          If we determine that the issue is an actual "bug" in the program you will not be charged for the call.

What we expect and need from you:

·          Make sure you have downloaded and installed the most current update from the web site.

·          Your full name, first and last.

·          The Agency your calling about

·          The Phone number we can reach you at in case we get disconnected.

·          The Software Version Number.

·          For 3.0 Users:

·          Go into IRis, then click on Help, then About IRis 3.0

·          If IRis is completely down, use Windows Explorer to locate the IRis30.exe file on the server, right-click on the file and go to Properties. Under the “Version” tab, the build number is included in “File Version”.

·          For 2.3 Users:

·          Go into IRis, then click on Options, Show System Statistics.

·          If IRis is completely down, call us and we will get the version info from the Setup table.

·          Clearly state the problem.

·          We will most likely ask you to re-create the problem so we can duplicate the problem on our machines.

·          Be ready to state as many details as possible about the error or problem.

·          Sometimes the error message can be lengthy and detailed, please be patient as we need to write it down correctly.

·          You may be asked to Copy, Cut, and Paste files or folders. We can walk you through this process or you can become familiar with this process by going to our website at www.suncoastprograms.com.    

Should any error occur we will most likely ask you to go to the Error Log.  To find the error log do the following steps:  

1.   Open Iris - Tools - Error logs

2.   Check the checkbox of the latest error, you can easily find it by date and time.

3.   Click on Report Bug button.

4.   In “Select Options for reporting this error: “ we will tell you which check box  to selected.

5.   Click on Okay. This will open your Email program, please send it to tech@suncoastprograms.com or tech2@suncoastprograms.com/

6.   Describe what happen before the error happened.

7.   Send the Email 

A lot of questions could be answered on our website www.suncoastprograms.com  or in Iris 3.0 - Help -- Contents. We also have Technical Tips on our website that may help with maintenance and eliminate some of the possible errors.  

You can also talk to a human being at (800) 335-8817 between the hours of 8:30am - 5:30pm EST, Monday through Friday.  Pre-scheduling an appointment with tech support personnel is an available service.