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Sunday MLS/phone support

Posted: Fri Nov 12, 2021 9:27 pm
by bradpeterson@gmail.com
I could use some assistance here with Sunday support processes.

I need to upgrade various ward computers, but it's difficult to do it during a work week on business hours. Monday-Friday we can't just easily find time when tech assistant is open and a bishopric is open during business hours.

Saturday, and especially Sunday, support services is preferable.

I know it can be done, I've pulled it off before, it's just a nightmare to get it to work. I'm not exaggerating that I've called in 8 different times on a Sunday for MLS computer support, and received 8 different answers. It's frustrating when I schedule an appointment with me and a bishopric member on a Sunday to transfer a computer, we meet, I call in, follow menu options as a prior supervisor indicated I should, and then find out nobody is there to answer the phones.

Is there a consistent set of menu options that I should be using when dialing 1-855-LDS-HELP, and is there a certain time of day on a Sunday in which I can get MLS support for moving to a new computer?

Re: Sunday MLS/phone support

Posted: Fri Nov 12, 2021 11:21 pm
by russellhltn
I know support is limited on Sunday. There is evening support on a number of week nights.

The limited Sunday support may be able to reset the security token, but may not be able to do much technical support.

Re: Sunday MLS/phone support

Posted: Sat Nov 13, 2021 11:38 am
by bradpeterson@gmail.com
russellhltn wrote: Fri Nov 12, 2021 11:21 pm I know support is limited on Sunday. There is evening support on a number of week nights.

The limited Sunday support may be able to reset the security token, but may not be able to do much technical support.
Ya, that's all I need, a token reset. I've done it Sunday afternoons, but finding the right menu options to get there is difficult.

I work evenings, so that makes evening token resets tricky. I may have some Thursday evenings open soon.

Re: Sunday MLS/phone support

Posted: Sat Nov 13, 2021 1:06 pm
by Biggles
If you liaise with the ward to not use MLS on the old computer before it is changed over.
Why not ask for the token reset on the Friday before you work on the MLS computer?
I’ve successfully done this on several occasions after liaising with the ward clerk.

Re: Sunday MLS/phone support

Posted: Sat Nov 13, 2021 3:05 pm
by bradpeterson@gmail.com
Biggles, can you explain further? I assumed I needed the following:

* A member of the bishopric to use a password to unlock finances
* A functioning computer with MLS installed
* Contact someone at church support to run the token reset.

I always thought all three of those must occur simultaneously. What's your process?

Re: Sunday MLS/phone support

Posted: Sat Nov 13, 2021 3:47 pm
by Biggles
The article (link below) from the Help Centre explains what is required. There is a Note mentioning that a Clerk needs to be present, but in my experience this isn’t necessary provided MLS has been backed up beforehand and the backup is available. Also you would need the PC password. I’m assuming you are the Stake Technology Specialist (TS).

https://www.churchofjesuschrist.org/hel ... r?lang=eng

With a little forward planning and cooperation from the ward, it is possible to changeover the computers with the minimum of hassle.

Re: Sunday MLS/phone support

Posted: Sat Nov 13, 2021 4:08 pm
by russellhltn
The security token is changed every time MLS does a send/receive. You can all ahead, and as long as no one does a send/receive on the old machine, it will still be in effect. If someone messes you up, a call for (another) security reset will be needed before the new MLS is functional.

There's some obvious advantages to being able to do a security reset while doing the actual change-over, but it's not strictly required.

Re: Sunday MLS/phone support

Posted: Sat Nov 13, 2021 8:57 pm
by bradpeterson@gmail.com
So should my process work like so?

* Inform the ward I'm going to upgrade their computer that week. Before they can use their MLS again on a new computer, a bishopric member must use MLS to unlock it.
* On a weekday, I pick up the old computer from a ward clerk office. I then copy all the files they like onto a new computer (such as My Documents files). I perform all the steps to copy over all MLS data, including logins, into the new computer.
* Then I call the church help desk and ask them to reset the token for this ward.
* I deliver the new computer back into the ward clerk's office.
* I tell the ward that the new computer is in place, and the MLS is inaccessible until someone who has access to finances logs in, and does some rounds of send/receives until it's back up.
* I hope that they don't get a security failure message.

Then I should be good to go from here?

Re: Sunday MLS/phone support

Posted: Sun Nov 14, 2021 3:34 am
by Biggles
bradpeterson@gmail.com wrote: Sat Nov 13, 2021 8:57 pm So should my process work like so?

* Inform the ward I'm going to upgrade their computer that week. Before they can use their MLS again on a new computer, a bishopric member must use MLS to unlock it. They carry out an MLS Backup before you collect it
* On a weekday, I pick up the old computer from a ward clerk office. I then copy all the files they like onto a new computer (such as My Documents files). I perform all the steps to copy over all MLS data, including logins, into the new computer. All the necessary data for MLS is contained in the Backup
* Then I call the church help desk and ask them to reset the token for this ward. To be on the safe side can be done anytime after you take possession of the old computer
* I deliver the new computer back into the ward clerk's office.
* I tell the ward that the new computer is in place, and the MLS is inaccessible until someone who has access to finances logs in, and does some rounds of send/receives until it's back up. Normal MLS usage is all that is needed
* I hope that they don't get a security failure message.

Then I should be good to go from here?
If you're the TS ask the ward to add you as an Administrator and advise you of the password and User name they create for you. This doesn't give you access to all the information in MLS, but will allow you to check the Send/Receive function is working. This is not necessarily the same as the password and User name which allows you to import the MLS backup file previously created by the ward.

Re: Sunday MLS/phone support

Posted: Sun Nov 14, 2021 9:01 am
by bradpeterson@gmail.com
Yes, I'm a stake technology specialist.

Just to confirm, if I'm in a ward clerk's computer as an administrator, then I can get the entire security token reset process working on my own? It would be ideal to deliver a new fully working clerk computer without needing to schedule a face-to-face meeting.