Troubleshoot SIMS Link

There are a number of reasons that your SIMS AutoLink may have stopped working, most commonly a change has been made on your organisation SIMS server.

Locally Hosted

If you have a SIMS server that runs overnight within the organisation, you must make sure the software is installed directly on the SIMS Server and not on a local machine.

Centrally Hosted

If your SIMS server is hosted elsewhere, you need to log a request with the organisation who host your SIMS to provide you with the Open VPNConnect program. This program should be installed on your computer. You can then install the SIMS Autolink software directly on the Open VPNConnect or the computer is already linked to the server.

SCOMIS Hosted

If you are centrally hosted with SCOMIS. You need to make sure you have the correct SIMS credentials by contacting SCOMIS.

Troubleshooting for SIMS Link

  • Are you receiving an error message when you run the installer? The error message is displayed if you do not have Microsoft .NET framework 4.6.1 or higher on your computer. You can download theframeworkfor free.

    This takes around 5 minutes and your computer needs to be restarted after framework has been installed.

  • Check the base location of the SIMS Autolink is set to C:\Program Files\ParentMail\SIMS AutoLink\
  • Have you checked your reports? The name of the reports need to match exactly how they are displayed in the instructions, with no spaces or additions on either side of the report name. Make sure reports are saved in the base location C:\Program Files\ParentMail\SIMS AutoLink\

  • Have you checked your SIMS login details are correct and that your account has the relevant permissions required to run the report? The account needs Third Party Reporting, Personnel Officer, and Admin Assistant permissions.

    Make sure the login details are entered correctly in the configuration manager, there must be no spaces before or after the login details.

  • Is the SIMS database location correct? When looking at your connect.ini file it may show a redirect to another location. You can find this by going to C:Drive > Program Files > SIMS > SIMS.net, then enter connect.ini to find the file.

  • If you have had a recent update with your SIMS server, open SIMS Autolink configuration manager, select the School Name, then in Server Name you need to update the SIMS server name. You can find this by going to C:Drive > Program Files > SIMS > SIMS.net, then enter connect.ini to find the file.

    Remember to select File > Save before you attempt to Ping and Sync the installation.

  • You might need to uninstall the SIMS Autolink on the old server and install it again on the new server.

    Remember to go into the main admin’s ParentMail account, select Settings > SIMS Autolink > Disable Autolink for you to be able to generate a new API key for the new set up.

  • Do you require a proxy server set up? You can check this by looking in Internet Options > Connections > LAN Settings > Proxy Server. (You might need to check your advanced proxy settings if the option is selected, but no address is displayed).
  • Have you checked that your service is running? In the config manager, select Tools > Service Status. If it is red, select Restart, then move on to the next step.
  • When you finish the setup wizard, if you are unable to save the configuration, you need to make sure you have permission to save in the ParentMail folder on the C: Drive on your computer. Select Start > Computer > C:/ > Program Files, right-click on ParentMail, then select Properties > Security > Advanced > Change Permissions. Enter everyone in object name, select check names, then select OK. Select Apply, then OK on the open security windows. You can now go back to the configuration manager and retry to save the configuration.
  • Select Ping, then Sync. If you do not get presented with a date and time in both boxes after a short wait you need to find the log file and send this to IRIS ParentMail for further help. To contact our Support Team, log a support ticket (a Service Cloud account is required). The log file is likely to be located: (C:\logs\parentmailreportexporter).

  • If you get a date and time stamp, you have one more thing to check. Log in to https://pmx.parentmail.co.uk, then select Imports > Imports. The file names of all your imports are displayed. If your SIMS Autolink is working correctly, a new import for today with Autolink is displayed. This means that the data is now being uploaded in your IRIS ParentMail account.

    If a new import is not displayed and you are unable to resolve the issue using the troubleshooting, log a support ticket (a Service Cloud account is required) or select Live Chat to contact the Technical Support Team.