This guide will go through the steps to access your system once your database has been upgraded as well as some troubleshooting points to assist you if you are having any issues.
Important: You should only need to refer to this guide once you have had confirmation from support@rushcliff.com stating that your system has been upgraded. Ensure that you have read this guide first and that you are prepared and have your login details for the new infrastructure.
What to expect after your system has been moved to the new infrastructure
You will receive an email with the subject Your PPS System has been Upgraded. This email will have been sent to the email address registered to the account. This email will inform you that your system has been moved to the new server infrastructure and you will need to access your PPS database via the new RDP links and passwords (previously sent via email).
After receiving this email you and any other users can connect to the server via the new RDPs and passwords and you can then log into PPS as normal.
Troubleshooting
Have a look at the scenarios below for any issues you might have either connecting to the new RDPs or issues when using the system on the new infrastructure.
1. Login issues
If you have successfully tested your new RDPs before the upgrade and then received the email to let you know that your system has been upgraded you and any users should be able to log in with the new RDPs and passwords.
If you have any issues connecting you might need to check the following:
a. Check that you are connecting to the new RDP and not with the old RDP.
Once your system has been upgraded you will no longer be able to connect with the old credentials. Check that the RDP connection details are correct.
You should be connecting with details such as this with your PPS registration details in the username. Access this screen by right-clicking on the RDP on your desktop and select Edit:
b. If you receive an error when trying to connect to the server similar to the image below you will need to ensure that your hardware and operating system are up to our requirements.
The connection to the new server infrastructure requires TLS 1.2 to be supporteded on the device you use. Find out more about TLS here, this will explain what it is and show you how to check your devices.
c. If you are seeing a message similar to the one below saying that you have reached the limit of users that can log into the system this might have happened if one of the users hasn't been logged out of PPS fully when the system wasn't in use.
If this happens you will need to pop an email over to support@rushcliff.com to ask for the user to be logged off. Quote your PPS registration number and the user number that needs to be logged off (If you have a system with multiple users) and the Support Team can assist.
To avoid this happening the best thing to do is to fully log out of PPS when you are not using the system. To do this you need to go to File > Exit PPS and log out instead of just closing the connection to the server.
2. Accessing your local drives
With a new RDP or connection to the server you might need to check that your access to local drives are set up.
Follow the steps in this guide for instructions for Windows PC or Mac users.
3. Changing Passwords
Please note that these login details will no longer be held By PPS Support. You will be sent the initial passphrase to connect to the server and this email will be the only record of the password.
Another change is that the passwords cannot be saved when you connect to the server so you will need to enter the password each time you need to log in.
We have set up the passwords as an easy to remember passphrase but if you do want to change the password you can do so when you first connect to the server.
To do this select Ctrl-Alt-End on your keyboard and then select to Change a Password. You then need to enter the old password and you can then enter the new password and confirm. Select Enter to save.
Tip: If you do choose to change your password remember to choose a secure password with a minimum length of 13 characters with a mix of numbers and letters. You will not be able to change your password for the first 24 hours after your system has been migrated.
4. Email issues
For any users that might be using Gmail SMTP email settings within PPS to send emails you might need to re-authorise the emails to send through your Gmail settings to allow the change of server. Even though nothing within your PPS system changes when you are migrated to the new infrastructure, the different server environment needs to be recognised and authorised.
If you do have this issue you will see an error message similar to the below:
In order to resolve this please follow the steps in this helpful guide in your Gmail account.
5. Disconnected and Inactive users
Please note the following changes on the new infrastructure regarding disconnected and idle sessions:
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A disconnected sessions will be logged out after 10 minutes
A disconnected session might occur if you click on the 'x' on the blue bar of your hosted session. This leaves you logged into PPS but your session connecting you to the server has been closed. You will be fully logged out after 10 minutes. - An idle sessions will be logged out after 3 hours of inactivity
An idle session might occur when you are logged into PPS with the session still open but no activity is being logged in PPS. If the session is idle you will be logged out of PPS after 3 hours.
This has been implemented to keep your PPS hosted sessions secure and the resource allocated accordingly on the server. If any users have any issues with this please contact the PPS Support Team at support@rushcliff.com