Where to find it
Path: Help > Help Center > Internal Support, then open Known Issues when support-only guidance is needed.
This topic is a help or support guide rather than a transaction entry screen. Open it from the Help Center and search by the guide title or the main keyword.
Guide Summary
| Audience | Support staff, implementation team, AI agents, and developers. |
|---|---|
| Applies To | All QBM support escalations, production incidents, customer troubleshooting, and developer handoff. |
| Purpose | Make escalation consistent, evidence-based, and safe for customers. |
| Last Updated | 2026-05-18 |
Severity Levels
| Severity | Meaning | Examples |
|---|---|---|
| Critical | Production is down or data integrity is at immediate risk. | All users cannot login, database offline, posting corruption suspected. |
| High | Major workflow blocked for a department or management report. | QSalesView manager dashboard down, POS counters cannot close batch, invoices cannot print. |
| Medium | Important issue with workaround. | One report fails, one workstation cannot print, one user permission issue. |
| Low | Question, training, minor display, or documentation issue. | How-to question, wording issue, non-blocking guide improvement. |
Known Support Rules
- If QBM Client login fails, fix QBM Server or SQL Server before troubleshooting QSalesView.
- If QSalesView login times out, check QBMWServices, port
8053, Cloudflare Tunnel, QBM Server, SQL Server, ProductKey, and permissions in order. - If assemblies load from
Dependent Dlls, this is expected and should not be changed unless development confirms a real bug. - Do not recommend exposing QBM Server, SQL Server, or local QBM ports directly to the public internet.
- Do not ask customers for passwords, full product keys, tunnel tokens, or public full-database backups.
- When a user says "Invalid Token", do not assume the account is deactivated. Check token expiry, reuse, broken URL, account mismatch, and incomplete password setup.
Expected result: Support escalates with correct severity, complete evidence, and no unsafe recommendation.
Escalation Targets
| Issue Type | Escalate To | Required Evidence |
|---|---|---|
| Service stopped, ports, Cloudflare, hosting | Server support or implementation | Service status, port check, tunnel target, logs. |
| SQL errors, backup, restore, database offline | Database support or DBA | SQL error, instance, database, service status, backup status. |
| Reproducible app bug | Development | Exact steps, version, logs, screenshots, expected vs actual. |
| Permission confusion | Implementation or support lead | User, group, screen, action, comparison user. |
| Training or process question | Functional consultant or support | Module, workflow, document, report, user role. |
Troubleshooting Decision Tree
- Is data integrity or all-user login affected? Mark Critical and collect service/database evidence immediately.
- Is the problem limited to one user? Check user permissions and workstation before development escalation.
- Is the problem limited to one browser app? Check QBMWServices, tunnel, API URL, and permissions first.
- Is the issue reproducible after configuration and service checks pass? Escalate to development with exact evidence.
- Is the issue a known setup or training problem? Link the matching help guide and record the customer answer.
What To Send To Support
- Exact message, screen, timestamp, and affected scope.
- Versions and recent changes.
- Logs and screenshots from the same time.
- Configuration values with secrets masked.
- Steps already tried and their result.
- Business impact and available workaround.
Security Notes
- Never include passwords, full product keys, tokens, or raw database backups in escalation notes.
- Mask customer-sensitive data in screenshots before sending outside the immediate support team.
- Use secure channels for approved database transfers.