Troubleshooting SIMS Terminal Server connection problems

Error Message – “The client could not connect to the remote computer”

Can the user access the Internet? – Load www.bbc.co.uk and browse a few of the news page.

If No – check with other users in the school to see if Internet access is available or not. If other users are ok, it is likely you have a local connection problem. Speak to your IT support contact or if you have the appropriate SLA support contract, log a call with ScoMIS.

If other users do not have access, it is likely the schools Internet connection is down. Log a call with the SWGfL Service Desk on 0845 307 7870 or call Scomis for advice.

If Yes – log a call with Scomis and provide them with your IP address.To obtain your IP address, go to “Start” > “Run” > type cmd and press “Enter”. In the command prompt box, type ipconfig and press “Enter”. Note down the IP address.

It is likely that your IP address has changed and is not in the schools firewall range for SIMS terminal server access.

Error – “The system could not log you on. Make sure your User name and domain are correct, then type your password again. Letters in passwords must be typed using the correct case”

Ensure you are typing in the correct login name and password. Check caps locks key and that the all keys are working.

If your password has been reset, check that upper case “I” is not lower case “L” or 0 (zero) is not o (the letter O).

If you need your password reset, speak to your SIMS admininstrator or IT contact who has the right to reset SIMS Terminal Server passwords. If no one is available, log a call with ScoMIS.

Error – When logging on to SIMS Terminal Server via gateway.scomis.org you get the error –

not logged in
bad password or user

As above, check you have the correct username and password.

If you’re logging in via VPN through gateway.scomis.org and your password has been reset, you need to request that Scomis untick the “Change password at next login” option so that you can access SIMS Terminal Server through the VPN.

Then once logged into SIMS Terminal Server, click on “CTRL+ALT+END” and manually change your reset password to a secure password.

 

Last Reviewed: 16/02/2015

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