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Frequently Asked Questions

Issue Response Time

  1. Issues are handled according to priority sequence with emergency issues (cannot access system) being handled via warm transfer (wherever possible) during 8:00 am - 5:00 pm Monday → Friday. Response time outside of core hours are handled via call-back by a technician usually within 30 minutes.
  2. All issues are targeted to have a response time of no longer than next business day (Monday - Friday).

What are the password requirements?

  1. Passwords must not contain any part or the user name and display name (e.g., if the user, John Smith, has the username, [email protected], then “jsmith”, “John” or “Smith” would not be allowed in the password)
  2. Passwords must contain characters from three of the following five categories:
    • Uppercase characters
    • Lowercase characters
    • Base 10 digits (0 through 9)
    • Non-alphanumeric characters: ~!@#$%^&*_-+=`|\(){}[]:;“'<>,.?/
    • Any Unicode character that is categorized as an alphabetic character but is not uppercase or lowercase. This includes Unicode characters from Asian languages.

How do I change my password?

I can’t log in to System Five on Cloud, what should I do?

Firstly, try logging into the RDWeb Portal ( to see if the password has expired.

If you are unable to log into the RDWeb Portal, please contact Windward Support for assistance.

System Five is not responding! How do I close the software?

Right-click on the taskbar and select “Task Manager”, and then right-click on the System Five process and select “End task”. You can also Sign Out of the Remote Desktop Session. Refer to the following wiki for instructions on how to sign out.

Can I restrict logins to a specific location (i.e., business)?

No, due to the nature of the Cloud, it is not possible to restrict connections from a specific location.

How much bandwidth does it take and what internet speed do we need?

This is a difficult question to answer since there are a number of factors that can affect how much data is used, such as what activities are being carried out (e.g. copy & pasting, printing, screen resolution of the session, etc.), device redirection (printers, POS, etc) and so on. It is complicated to put an exact number on this. However, the use of Remote Desktop Services is extremely light, since only pictures, keyboard presses, mouse-clicks, etc., are being sent to our servers. The ‘main’ data transfer happens on the cloud, on the Azure backbone. This means that when reports are being run, the data stays in the cloud, rather than being pushed over an internet connection to the client. However, when the report is printed the pages would be sent to your local printer.

A good rule of thumb is bandwidth starts at 50kbps per session and goes up from there based on usage. To get your number try looking at your own bandwidth usage.

Where is it hosted?

We are a Gold Microsoft Partner and host our customers in Micrsoft Azure data centers. We currently have a West-US, Australia East and Canadian Central data centers. Your geography will dictate which server you get provisioned on. You can check your connection speed using this link.

Can I store credit cards?

For your security, we do not allow the storage of credit cards in System Five on Cloud. If you are using Vantiv/WorldPay we support Tokenisation which allows you to store a time-limited token which is far safer. This allows you to run recurring Invoices and the Renew Rentals features without having to store a credit card.

You will need to provide a Windows workstation to host the DataCap Netepay software to process credit cards.

What hardware can I use?

Visit our supported hardware page.

How can we reboot the server if it crashes?

Currently, there is no facility for clients to reboot servers. The servers are extremely stable and we have never had the need to reboot a client’s server other than planned maintenance. Should a server ever become unstable, this may mean there are other issues that may require further investigation (root cause analysis) and under those circumstances, it would be best to contact Cloud Ops support for assistance.

Can we copy System Five's data so we can create a back-up for it?

Those users who are designated as ‘Admins’ will have the ability to directly connect to their server virtual machine from within the System Five on Cloud environment. From there, it is simple to navigate to the data directory and copy it (for manual backups), perform a copy over (to update the Training environment), etc. Please note that the server virtual machine and client data is automatically backed up daily in Azure.

Can we install a firewall?

Installing a firewall on your on-prem location should not have any effect on our System Five on Cloud environment; we use an http (web request) to initially log into a web portal, which then establishes an RDP connection to our servers in the Microsoft Azure Cloud.

Can we run our existing labels and forms in System Five on Cloud?

Printing labels and forms from System Five on Cloud is fully supported. Local printers will be available to System Five, and printing directly to those printers is supported without the need for additional drivers or configuration.

System Five on Cloud is hosted in “The Cloud” and requires internet access to use the solution. Should the internet connection go down, access to System Five will be lost. However, the data is safe and will not suffer corruption due to a dropped connection.

Do we still have to manually kill database sessions?

An incorrectly configured server will leave users unable to log into System Five because those terminals are still being consumed by the database backend. System Five on Cloud has been configured according to specifications created by Windward Software to ensure an optimum user experience with little to no downtime. If you did this with your on-prem installation, this will no longer be an issue.

Will dodgy entries in our database stop our migration?

System Five on Cloud uses the same framework as that of a ‘local’ or ‘on-premise' install, and so data-sets will perform the same in the cloud as with an on-premise solution. Some older datasets may contain ‘artifacts’ from years of bad practices, data imports, etc., and so in those situations, it may be beneficial to consider a ‘data restart’. Your Account Manager will be able to help with discussing those options.

Can we still upload CSV files to the cloud?

System Five on Cloud allows files to be worked with on the Remote Desktop as easily as if it were on the physical or local computer. With local drives being available on the Remote Desktop, it is easy to browse for files on the local computer, such as CSV files, and import them into System Five, or export CSV files from System Five to be opened and worked within your local computer.

What is the backup schedule?

Visit the System Five on Cloud backup policy page.

s5oc_faq.txt · Last modified: 2021/09/02 14:08 (2 years ago) by kevin