Error 2 Not Authorized - Urgent Help Needed

Discussions around using and interfacing with the Church MLS program.
rmarques-p40
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Error 2 Not Authorized - Urgent Help Needed

Postby rmarques-p40 » Mon Sep 13, 2010 7:12 pm

First of all, I guess I shouldn't be asking for support here, but I'm not getting any help from Sao Paulo to solve this specific problem after asking several times. Our stake currently doesn't have an IT Specialist and stake members including secretaries don't know how to fix this problem.

We share this computer with another ward. The other ward is able to transfer data, but we are not. We've been sending backups via e-mail for weeks now.

Plus, computer is infected with viruses and it doesn't have antivirus program installed. This computer has modem problems, we have to open it up to remove the modem and put it back in order to work. MLS freezes while adding expenses, the only solution is to turn off the computer and start all over. It can take 1 hour to add 2 expenses. My kids were hungry and crying another day because they were waiting for so long. I'm not kidding, that's not fun! Hardware problems exist for many months for both wards.

Another big problem I have right now, we have a family going to the temple on Saturday to be sealed and yesterday we added a new baby to the family records and I don't know if she will have a record number by saturday so they can be sealed. Will the temple allow a child to be sealed if she doesn't have a record number?

So this is my situation and I need help. I feel like the net on this ping pong game. Stake asks for help in Sao Paulo, and Sao Paulo says they need an IT Specialist. And while nobody takes a proper action our ward is suffering with these problems.

Can someone provide a solution? (Please see attached image with error message)

Thanks!

Ricardo
Ala Campus
Ponta Grossa - PR - Brazil
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greenwoodkl
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Postby greenwoodkl » Mon Sep 13, 2010 7:17 pm

rmarques wrote:Can someone provide a solution? (Please see attached image with error message)

Rough translation (using Google) to English of error message with some minor cleanup:

There was an error in the transmission. Please contact the stake clerk if you can not pass after several attempts. The stake clerk should contact support if you need help troubleshooting the transmission.

Error: 2 "Not Authorized"

rmarques-p40
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Thought...

Postby rmarques-p40 » Mon Sep 13, 2010 8:25 pm

:) Thought for the day:

"Repairs and replacements of Church recordkeeping computers should be handled promptly to minimize interruption of usage."

(From Policy and Guidelines for Computers Used by Clerks for Church Record Keeping)
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Rick.Winterton
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Postby Rick.Winterton » Mon Sep 13, 2010 9:15 pm

It sounds like you need to Call Salt Lake and have them do an authorization reset. The first time you log in after that, will establish the computer that can log in.

However, before you do that, I suggest you back up your data on a USB Flash drive, reinstall the operating system, download software from the MLS download site (including anti-virus), and reinstall MLS.

russellhltn
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Postby russellhltn » Mon Sep 13, 2010 9:48 pm

rwinterton wrote:It sounds like you need to Call Salt Lake and have them do an authorization reset.


Good technical advice - but since he's from Brazil, he needs to call the area office.

The most obvious symptom does seem to be the need to do a security reset. But I am a bit puzzled that another unit that shares the computer is able to transfer.
Have you searched the Wiki?
Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.

russellhltn
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Postby russellhltn » Mon Sep 13, 2010 9:52 pm

rmarques wrote:So this is my situation and I need help. I feel like the net on this ping pong game. Stake asks for help in Sao Paulo, and Sao Paulo says they need an IT Specialist. And while nobody takes a proper action our ward is suffering with these problems.


It sounds like the place to start is to push the Stake President into calling a Stake Technology Specialist so the area office will work with someone. I would ask the Bishop of your ward and the High Council adviser to talk to the Stake President about the situation.

Once they call the STS, the stake needs to record it in the stake MLS and do a send/receive so the Area Office can see it.
Have you searched the Wiki?

Try using a Google search by adding "site:tech.lds.org/wiki" to the search criteria.

rmarques-p40
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Training

Postby rmarques-p40 » Tue Sep 14, 2010 12:03 am

Stake President knows the situation very well, I even showed him yesterday what the problems are. But he says he doesn't have anyone at the moment that is capable of doing all this IT stuff. If I undertood well we won't have a STS very soon. He also added that we need training. Who's going to train the new STS? Nobody showed up to train anyone.

The area office simply gives vague responses like: "We can't do anything here from Sao Paulo, you know, we are far away, it's difficult for us to resolve this kind of technical problems from here..."

What it appears is that there's no plan in place to help those in troubles, and worst, no plans to have a plan of support to those who might eventually need it. Sad but true, we are abandoned, we are at our own.

My desire was to see a different picture, I wanted to see active people giving professional support, people concerned in doing things right, fast and in order, in an effective way, the way the Lord has asked us to do when He said that his house is a house of order and not of confusion.

I have hope that I'll see the right picture. While it doesn't happen I'm here begging for help.
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techgy
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Postby techgy » Tue Sep 14, 2010 6:56 am

RussellHltn wrote:Good technical advice - but since he's from Brazil, he needs to call the area office.

The most obvious symptom does seem to be the need to do a security reset. But I am a bit puzzled that another unit that shares the computer is able to transfer.


The authorization reset is unit-based and not computer-based. It's very possible that his unit could be locked out and yet another ward using the same MLS software may be operational.

He's also dealing with multiple problems, the most critical would be getting the computer cleaned of infections. Before anything else, this must come first. A complete wipe of the hard-drive and a re-install would be in order. Followed by installation of the Sophos AV package (mls.lds.org) and MLS software.

I'd recommend that any files that were backed up be checked for infections BEFORE they are moved back to the hard-drive. Sophos can handle this once it's installed.

These steps are not difficult for a trained STS, but for someone with no experience they can be daunting. I too would recommend a call to the Area Office.
Have you read the Code of Conduct?

techgy
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Postby techgy » Tue Sep 14, 2010 7:09 am

rmarques wrote:.....My desire was to see a different picture, I wanted to see active people giving professional support, people concerned in doing things right, fast and in order, in an effective way, the way the Lord has asked us to do when He said that his house is a house of order and not of confusion.


You are detailing multiple issues which can best be resolved by someone at your end with the skills to deal with them. However, if you're looking for a step by step, then I'd offer this.

1) Be sure you have a complete backup of your MLS data that's saved on a flash drive or floppy disk.
2) Backup any other critical data that you don't want to lose.
3) Go to http://mls.lds.org and download the Sophos Anti-Virus package and install it. You'll also need the management package as well. This web site requires a password, which your stake clerk should have. If not, the area office should be able to provide it to your Stake Pres who can pass it along to you. Unfortunately we can't give it out here in the forum.
4) Using the Sophos AV software do a complete scan of the hard-drive to remove any infections. This may need to be done multiple times.
5) Contact the MLS Support Desk on the phone (801) 240-3500 and request an Authorization Reset for the MLS software.

After the scan and reset if you're able to transmit you have some hope.

If you Still Have Virus Infections then you're best procedure would be to re-format the hard-drive, re-install the operating system, and re-install MLS as well as any other software that you need.

A re-format of the hard-drive is often the best solution to clean infections as not all problems can be removed by AV software. But it doesn't hurt to at least try.
Have you read the Code of Conduct?

rmarques-p40
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Postby rmarques-p40 » Tue Sep 14, 2010 7:26 am

techgy wrote:5) Contact the MLS Support Desk on the phone (801) 240-3500 and request an Authorization Reset for the MLS software.


Can I contact MLS Support Desk on the phone (801) 240-3500 even if I'm here in Brazil or there is a department in Brazil that does that?

Just for your information, I received information via e-mail that a record number has been created for the little girl going to temple on saturday. That's great!

Sorry for detailing multiple issues, but unfortunately we have multiple issues. I wish I had just one issue. It seems you didn't understand well, but there isn't anyone on my end willing to solve anything so far. I wish I didn't have to seek any support here in the first place.
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