Resolving intermittent issues

Intermittent issues can be difficult to diagnose because they can caused by data that is entered into Acumin, or by actions that you take when using the program, or both.

This topic describes the best way for you to capture the necessary information to help our engineers investigate your issue and provide a solution in a timely manner.

Procedure

After the issue occurs, do the following:

1. Make a note of the actions that were performed leading up to the error. This will help when you try to reproduce the issue in step 3.

2. Restore the most recent backup of the Acumin database to the Training database.

3. In the Training database, attempt to reproduce the issue. Create a detailed list of all actions that need to be preformed to trigger the issue. If you cannot reproduce the issue with the most recent backup, you may need to restore an earlier backup to use as a starting point. If this fails to reproduce the issue, wait until it occurs again and try again with the most recent backup. To effectively diagnose and fix an intermittent issue, Acumin support must be able to trigger the issue using your data.

Example

Let’s say that you encounter an invoice with an error in its calculations. You would then:

1. Find the backup that was done on the day before the invoice was processed.

2. Restore the backup to the Training database.

3. Use the Training database to reproduce the issue, keeping a record all steps you executed.

4. If you can successfully reproduce the issue, open a ticket with a description of the issue, the steps to reproduce it, and the date of the backup database.

Summary

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