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Multi-Store Service Outage? FAQ!

July 8, 2015 General Eddy

We’re making some changes to our infrastructure by updating our multi-store services. Unfortunately, it’s not as easy as flipping a switch. To help avoid any confusion, we’ve put together a short list of frequently asked questions.

When will you be performing the upgrade? On Monday July 13th, 2015 starting at 6 AM Central.

Who is affected? All North American, multi-store retailers. If you are a single store, you will also lose access to the Trek Sales Wizard and the ability to use the Update Products utility.

How long will the service outage last? We expect the outage to last about 8 hours starting at 6 AM next Monday, but are working hard to minimize any downtime.

Why are you doing this? Because we want to provide you, our customers, with the best service possible. In an effort to deliver secure, more accurate data and speedier transfers, we’re upgrading our back-end multi-store infrastructure.

What services will be affected? Purchase on Account, Transfers (In & Out), Remote Lookup, and Data Exchanges will all be affected.

What should I do? Pretend you’re a single store for the duration of the outage. Don’t initiate anything multi-store related, including: data exchanges, transfers, and remote lookups.

We also ask that all multi-store retailers disable hourly multi-store exchanges and refrain from any intentional multi-store usage that might flag the multi-store data exchange processes. If you have this option set to only perform a sync once a day, you’ll be fine. Otherwise, disable the exchanges by going to Options > Multi-Store and unchecking “Automatically exchange data” from the Server PC.

To keep your system from attempting to reach the multi-store server, disable Ascend’s internet connection by clicking on the blue globe located near the bottom right of your application window the night before the update. Once clicked, a yellow symbol will appear next the word “OFF”. Then, just turn it back on using the same process once we’ve given the all clear.

If you have any pending transfers at any of your locations, make an effort to process them completely before the outage starts to avoid any unexpected errors.

What if I accidentally run a data exchange? If you’ve not turned off the internet connection for Ascend, you will receive a messages stating that the program is unable to open the remote database after Ascend attempts to reach your multi-store server. After a few unsuccessful attempts, Ascend will automatically turn off internet access for itself. Then, just turn it back on by clicking on the yellow icon near the lower right of the app window once the update is complete. It should go from OFF to ON.

How will I know the update is complete? If you’re on our mailing list, you’ll receive an email. Otherwise, you can follow updates on our website or on the Ascend Customer Network on Yammer. Don’t have an ACN account or need to be added to our mailing list? Shoot an email to eddy_cevilla@ascendrms.com.

Give Us a Call: If you have any questions about this update or would like some help disabling multi-store exchanges, give our Support Team a call at 877 875 8663. You can also email us at help@ascendrms.com.

If you think of anything else that we haven’t covered, feel free to leave a comment or send an email to help@ascendrms.com.

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