MachPanel Knowledgebase

MachSol Support Ticketing System

mudesira.munir — Wed, 28 Nov 2018 05:09:54 GMT

Summary

This article provide a summary for how to open and view ticket details with MachSol support.

How to Register in MachSol Helpdesk?

Access to Ticketing System

You can access MachSol Helpdesk to open new tickets and view all your existing tickets by registering yourself.
Open following url in your browser: https://support.machsol.com/ and click Sign In as shown below:

if you already have sign in details you can simply sign in. Now click Create an account to register as shown below:

Now provide your Full Name, email address and Company Name and click Register:

You will get an email containing the link, click on link to confirm and your account is now activated.

You can view all your tickets.

How to Open a New Ticket / Check Ticket Status?

You can access following link to open new and view all your existing tickets at following link: https://support.machsol.com/

Also If you need to open a new ticket you can simply send email to support@machsol.com.
You will get an email message with link to view your ticket details

OR sign in to help-desk to create a new ticket.

MachSol Customer Portal

mudesira.munir — Mon, 04 Jun 2018 09:38:10 GMT

Summary

This article provides the information regarding customer access/support portals available for MachSol.

MachSol Customer Portal

MachSol Customer Portal provides quick links to various user related operations like Account details, customization options, details regarding the products being purchased and license details as well. Information related to purchase of paid services quick links to support, FAQs, product knowledge-base and MachSol blog.

Support Portal

MachSol Support Portal is an online support platform where you can place a new problem ticket related to MachPanel and also check the status of the existing ones. You can sign in to the support portal by first registering it as a customer and then you will be able to place a ticket or check the progress/status of already placed tickets.

Support portal can be accessed through https://support.machsol.com

Sign-in/Registration of Support Portal:

Knowledgebase Portal

The MachPanel knowledgebase portal is the prime platform to learn and understand the MachPanel and its broad ranged functionality. There are KB articles/guides having details for each step to be performed in sequence are present for installation, configuration and for management purpose for each module present in MachPanel. Along with that you can also search for a particular problem you face and related article will be shown in case of a known problem, else you will have to contact MachSol support.

You can also access FAQs from KB portal.

Account Registration for Customer Portal

In order to create an Account on MachSol portal, please click on Login button after accessing www.machsol.com and click on Register Now in case of a new user to create your account as shown below:

Note: You will have to provide registered email ID with MachSol in the username field while login to customer portal.

As soon as you are logged in after creating an account, a dashboard will appear on the screen through which you can explore various options inside the customer portal. The customer portal is categorized in four basic sections i.e. Accounts, Products, Shop & Help.

1. Accounts:

In the accounts section you can customize account details, change password, add contacts, and send a request for account closure as well:

Edit Profile:

Add \ Remove Contacts:

Change Password of your account:

Account Removal/Closure:

You can send account removal request in case if you want to end your subscription and account with MachPanel. Please click on account closure and an alert will pop up:

If you click OK, then you will have to state the reason for account removal and you will have to enter the pass-code you received in email to submit the cancellation request.

2. Products:

In the Products section you can details regarding your orders, pending invoices, the information about your licenses (Installation ID, remaining/used licenses) and you will also be able to download the latest installers of the products through Downloads button.

Download link of installers:

License Information:

3. Shop:

In the Shop section you can buy professional services related to support, details regarding paid POC and MachSol EULA.

Paid Professional Services:

Paid POC Installation details:

4. Help:

Under the Help section you will be able to access the quick links to Support Portal for placing a problem ticket to MachSol Support, KB portal link, FAQs and link to MachSol Blog as well.

Update from MS SQL 2005 to MS SQL 2008 or later as MachPanel will not support MSSQL 2005 after v5.2.10

mudesira.munir — Fri, 13 Mar 2015 04:22:01 GMT

Summary

This article informs the public that MachPanel Installation or Updates do not support MSSQL 2005 from v5.2.10 HF3 as well as explains how to move MachPanel installation or MachPanel SQL Database (MachPanel_Db) from an existing server to a different Machine.

Applies To

MachPanel all versions

Solution

If your MachPanel Control Panel installation is required to be updated to latest build/versions released after 1st March 2015, you must first update your current SQL Server 2005 to SQL 2008 or later or move the MachPanel database (MachPanel_Db) to a server that has SQL Server 2008 or later installed on it. Newer versions of MachPanel no longer support MSSQL Server 2005 and require all its users who want to apply latest updates and patches to have MSSQL 2008 or MSSQL 2017. If you are running MSSQL Server 2005, it is mandatory to update your installation of MSSQL Server.

To get your existing database server 2005 updated there are following possible scenarios:

A: Update Existing Deployment:

To perform an update of MSSQL Server 2005, please check details on link below from Microsoft:
https://technet.microsoft.com/en-us/library/bb677622%28v=sql.110%29.aspx

B: Move to a New Deployment:

There are two possible case scenarios.

B1. Move Database only:

Please review following KB article for downloading and installation of SQL 2017 Express. http://kb.machsol.com/Knowledgebase/Article/53483.
To Move MachPanel_Db from MSSQL Server 2005 to a different server that has MSSQL Server 2017 installed on it, please follow instructions on KB: http://kb.machsol.com/Knowledgebase/Article/50138

B2. Move Portal and Database Server both:
To Move the entire deployment of MachPanel Control Panel from one server (where both portal and database and on same machine) please follow instructions on KB link below:
http://kb.machsol.com/Knowledgebase/Article/53481

Important Note: Prior to performing any action, please ensure you have a FULL Backup of your MachPanel Database (MachPanel_Db) as well as backup of MachPanel Installation Files on the same version.

Take Database Backup (Existing MS SQL Server where MachPanel Database Exists)

Click Start >> Programs >> Microsoft SQL Server >> SQL Server Management Studio Express.
MS SQL Management studio window will open up asking for Login and Password, login as Windows Authenticated User or SA.
After login navigate to: Computer name (SQLServer) >> Databases >> MachPanel_Db.
Right click on MachPanel_Db and click Back Up under Tasks and take full backup of your database on disk, for example on C:\.
Name the backup file as per current control panel version (like: MachPanel_Db-Backup-6123.BAK)

Take Backup of MachPanel Installation files (Existing Server where MachPanel Web Server Exists)

Open My Computer / Computer, go to "C:\Program Files\MachSol\MachPanel Control Server"
Copy all files (Press CTRL+A and CTRL+C or Right Click on selected files and hit "Copy").
Paste Files to new folder on a secure location. Name it "MachPanel Control Server - v.6.1.23"

Notice - Support Policy Update

zohaib.shaikh — Thu, 12 Apr 2012 00:21:52 GMT

Ticket initiation via support portal made compulsory

Valued Customer(s):

MachSol Inc. is an emerging leader in unified automation software that solves business and operational challenges in delivering scalable hosted software (SaaS) in cloud. MachSol paves way to the next generation of hosting, uniting the common aspects of management and control into single complete solution supported by experience and Microsoft certified engineers.

Notice - Support Policy Update

While we feel delighted to assist all our customers, we have made it compulsory that all issues are first initiated via the support portal in the form of a Case / Trouble Ticket and then formal Email, Phone or Live Chat communication is done. In all communications the Title and Case ID generated should be mentioned as a reference.

For timely resolution and action on the problem points, Enterprise Services and Support team is mainly responsible. In the event of a Problem, Question or Suggestion about the product “MachPanel”, You must forward all requests via the support portal on our website.

This will help everyone to keep track of all open/pending requests and appropriate resources from our team will be watching the progress. The procedure to place a ticket is very simple and entailed on the KB link below:

http://kb.machsol.com/Knowledgebase/Article/50282

NOTE: After announcement of this notice, it is the client's responsibility to ensure they have an active support agreement and they must initiate a ticket before contacting our support team via email, chat or phone for every new incident/problem.

Sincerely,
MachSol Team

How to get Paid Support / Buy Support Ticket

Zeeshan Masood — Fri, 24 Jun 2011 00:35:47 GMT

Summary

This article provide a summary on how to get Paid Support / Buy Support Ticket.

Procedure to Get Paid Support:

Case 1: If you are an existing customer then you can login with your credentials and can buy paid ticket. The procedure to place a request is very simple and entailed below:

Visit http://www.machsol.com

Click on Login on right top of page

Enter your details and click on Log in.

Click on “Paid Professional Services”.

Select your desired ticket from Products and proceed for payment:

Case 2: In case of new customer then go to https://www.machsol.com/services/professional-support/ and select the ticket you want to buy. When click on Buy now it will take you to login page where you need to sign in or register and then can go through the order process.

Fix broken links Logoff, Store, Download Exchange Mailbox Profile

rehan_waseem — Thu, 23 Jun 2011 23:41:28 GMT

Summary

This article describes HOW TO Fix broken links in MachPanel that point to localhost. Also, same steps need to be followed to run control panel on custom URL.

Applies To

MachPanel

Symptoms

Problems when accessing the control panel externally. Some of the links are pointing to localhost causing downloads and such to fail.

Here are some of the areas where you may experience the failures:

1.) Downloading the preconfigured exchange mailbox profiles.
2.) When trying to log off, by clicking "Log Off" link on top right.
3.) The "Online Help" link under "Help & Support" in the lower left.
4.) The "Help" link right below "Log off" in the upper right corner.
5.) Problem in launching store by clicking on Launch Store link under

Solution

The mentioned problems can be easily addressed by specifying the control panel external website URL in Configuration Studio.

Steps

Log on to the Windows Server where MachPanel Control Server is installed.
There will be two shortcut icons on the desktop, namely MachPanel - Control Server and Configuration Studio.
Double click on Configuration Studio shortcut icon to open MachPanel Configuration Studio.
Navigate to: Configure >> Control Panel Website
Enter the control panel external URL which you want to use for accessing the control panel under Host Header Name:
Click on Update Setting button to save settings.

That's it! - Log off your control panel web interface and log in again to verify the changes.

Customer Support Questions

jameel.ur.rehman — Sat, 08 Nov 2008 07:21:00 GMT

1 1) What support options are available?

Our basic/standard support includes comprehensive Knowledge Base, Support Blog, Documentation and Tutorials that provide resolution to common mistakes or errors. Apart from that we have different support packs available that includes both Email and Phone support packages covering business and non-business hours.

MachPanel product support covers delivery of Hot Fixes and Patches. It also includes all kinds of installation/configuration issues within the product. We will not be responsible for any installations/configurations beyond our product support, for this we have Premium Support option available.

In Premium Support/Paid Support, you can come to us with problems related to all the back end services like Exchange, BlackBerry, SharePoint, CRM, SFB (Lync), Hyper-V etc. We charge a minimal amount of one support incident per Premium/Enterprise Support case. Please note that the email describing your issue does not mean one incident but may contain more than one incidents.

2) Is e-mail based technical support free?
No, email support is not free. We have different support packages that cover both email and phone support covering business and non-business hours with package based SLA.

3) Is phone based support free?
No, phone support is not free. Phone support is available depending on your subscribed support package.

4) Can I ask technical support to troubleshoot problems not related with MachPanel? For example, troubleshoot my Exchange server?

Troubleshooting of problems beyond the product support scope can be availed under paid support / premium support.

In Premium Support / Paid Support, you can come to us with problems related to all the back end services like Exchange, SharePoint, BlackBerry etc. We charge a minimal amount of one incident. Please note that the email describing your issue does not mean one incident but may contain more than one incident

5) What is the standard response time for normal support?
Response time for regular support is within 24 hours Monday through Friday.

6) What is the standard response time for premium support?
Response time for premium support is 2 hours.

7) Does MachSol offer support and maintenance services?
Yes, contact sales on +1 (877) 622-4765 for more information.

8) What are other resources to seek support and assistance?
You may check Various Guides, Manuals, Knowledgebase and blog.

9) How do I report bugs?
You can report bugs via the support team who identify the problem as a bug and determine severity level. Then bug is reported / added to internal bug management system for speedy fix of the issue.

10) Where do I post my suggestions and features request?
You can post your suggestions and feature requests via the support team who collect the details of the requirement and enter it into the internal tracking system. Business impact, relevance and benefits are determined of the requested feature and then forwarded to concerned team for implementation.

11) Where is your support based?

We are fairly spread out, with an office in Yorba Linda California, Amsterdam The Netherlands and Asia, thus covering up different time zone is not an issue. We beat our competitors based on our quality support that comes with an amazing response time.

12) Do I get any help during installation on setup process?
We recommend that you get all deployment done via our team by filling out the connectivity form that is sent upon first contact from our support side. A 90 minutes to 2 hours basic training is also included to help you get started. If you want to perform the deployment and integration yourself, we have all the Installation guides available and on top of that our support team will be available to provide you all the required help and information for successful deployment of the whole solution.

MachPanel Knowledgebase

MachSol Support Ticketing System

Summary

How to Register in MachSol Helpdesk?

MachSol Customer Portal

Summary

MachSol Customer Portal

Support Portal​

Knowledgebase Portal

Account Registration for Customer Portal

1. Accounts:

Edit Profile:

Add \ Remove Contacts:

Account Removal/Closure:

2. Products:

Download link of installers:

License Information:

3. Shop:

Paid Professional Services:

Paid POC Installation details:

4. Help:

Update from MS SQL 2005 to MS SQL 2008 or later as MachPanel will not support MSSQL 2005 after v5.2.10

Summary

Applies To

Solution

A: Update Existing Deployment:

B: Move to a New Deployment:

Notice - Support Policy Update

Ticket initiation via support portal made compulsory

How to get Paid Support / Buy Support Ticket

Summary

Procedure to Get Paid Support:

Fix broken links Logoff, Store, Download Exchange Mailbox Profile

Customer Support Questions

Support Portal