Home > Headquarters > ServiceMonster Update: Server Issues

ServiceMonster Update: Server Issues

Dear Clients,

As you are probably quite aware, a ServiceMonster update that we launched last night did not go as planned. The goal of the update was to upgrade everybody to ServiceMonster 4.10; in addition, we were switching server vendors. Our hope was that our clients would now be able to enjoy 4.10’s exciting new features; in addition, we wanted to switch server vendors so that future ServiceMonster updates would be easier to perform.

The good news is, we have succeeded in both taking our clients to 4.10 and switching to our new servers. The bad news is, the changes have created a number of unforeseen technical issues that we are still working to resolve.

We deeply regret the inconvenience this has caused our clients. We had no idea that these updates would cause these sorts of setbacks; otherwise, we wouldn’t have attempted them. We understand that you are all very busy and that this interruption in your ServiceMonster service has been very problematic and badly-timed. We’d like to offer you our sincerest apologies.

Currently, we’re doing hourly updates in order to solve the functionality issues caused by these changes. Some of our clients may be experiencing more of these than others.

Known Issues:

1.  Accessing ServiceMonster:

a.) If you’re having difficulties logging in to ServiceMonster, first clear out your temporary Internet files and Cookies (see our technical service bulletin from this morning for specific instructions on this).

b.) Add ServiceMonster’s new URL to your list of trusted sites: http://c19092-113472.cloudapp.net/servicemonster/.

c.) Login using your regular login information.

2. Accessing ServiceMonster Mobile 2.0:

a.) If you’re having difficulty logging in to ServiceMonster Mobile 2.0, enable JavaScript and Cookies on your mobile device (these options should be available in your browser settings).

b.) Go to ServiceMonster Mobile 2.0’s new URL: http://c19092-113472.cloudapp.net/mobile/login.aspx.

c.) Login using your regular login information.

3. Scheduling Settings:

a.) If your scheduling settings are working incorrectly, you need to reset them.

b.) From the “Scheduling” tab in ServiceMonster, go to the “Options” menu and select “Schedule Settings”.

c.) Change the zip code, driving range, and color wheel to the correct settings.

4. You may be unsure of how to use ServiceMonster 4.10:

a.) If you’re confused about how to use ServiceMonster 4.10, watch this short training video. It explains ServiceMonster 4.10’s new scheduling features: http://www.youtube.com/watch?v=L5bdM_cZMYc.z

 

We also know that you may be experiencing:

  • Problems with searching on the left-hand navigator;
  • Web connector issues;
  • Reports errors;
  • General navigation problems.

Again, we’re very sorry about these issues and are working as quickly as possible to eliminate them.

In the meantime, Customer Support is working very hard to reply to each and every one of your calls and emails. We’ve received an unprecedented number of client communications today, so while we may be unable to respond to your call immediately, please be assured that we will contact you as soon as possible. We will also maintain extended hours tomorrow (Aug. 23), from 6:00 a.m. PST to 6:00 p.m. PST.

Thank you for your patience.

Categories: Headquarters
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