Frequently Asked Questions
Find answers to common questions about SAP Business One or your SMB service. If you need urgent support, phone 1300 442 059
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Open SAP Business One directly.
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Close sessions – useful if you have dead or idle sessions left open.
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Reset your password if needed.
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Right-click the Remote Connector icon in your taskbar.
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Select Close Sessions.
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Confirm the action.
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All running sessions will be closed and signed off.
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Download the program from the link provided in your email.
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Run the installer.
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If Windows does not recognise the application, click More Info → Run Anyway.
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When prompted, enter your private access key (from the email).
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Leave the “Run at Startup” box checked so the connector is always ready.
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Confirm that your user code is correct.
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Complete configuration.
Get in touch with our Support Team or your SAP Partner to have the ZAIP Remote Connector email sent to you.
The ZAIP Remote Connector is a tool that allows customers to take additional actions in their SAP Business One Cloud Hosting environment.
The Partner Portal provides partners with the ability to generate and send the ZAIP Remote Connector to customers.
Customers receive the connector via email and install it on their side.
The ZAIP Remote Connector gives customers the ability to:
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Open SAP Business One directly.
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Close sessions – useful if you have dead or idle sessions left open.
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Reset your password if needed.
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Log in to the ZAIP Partner Portal.
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Open an Active Subscription and select the Customer.
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Tick the Customer box in the Remote Connector section.
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Click Update / Send Download Link.
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The system generates and sends an email to the customer with a link to download the connector.
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Go to your Active Subscription.
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Select the option to Upload New License File.
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Choose the prepared license file from your computer.
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Click Upload.
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This process runs in the background, so you can either wait for it to finish or continue working on other customer tasks.
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In the ZAIP Partner Portal, go to Offerings on the left-hand menu.
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Select your multi-tenant offering (or relevant subscription).
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Scroll down to the Service Units section.
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Locate the correct service unit (e.g., HANA SP 2411) — the hardware key will be displayed alongside it.
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Make a note of this key before proceeding.
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Yes. You can line up multiple license or user changes before starting the process.
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The more tasks queued, the longer processing will take.
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Tasks can be executed in the background so you can continue other work in ZAIP.
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Open Manage SAP Users and click the Edit (pencil) button.
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Under licenses:
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Remove the current license by clicking the license type listed on the right hand side
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Add the new license by clicking the license type listed on the left hand side
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Click Submit.
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Important: After submitting, you must click the Start Process button to push the change through to the CCC.
Clicking the pencil (edit) icon for a user allows you to:
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Reset the user’s password.
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Force a logout or kill a dead session.
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Delete the user if they are no longer needed.
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Edit licensing (e.g., add/remove license types).
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Log in to the ZAIP Partner Portal and select an Active Subscription.
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From the Configuration Tools menu, choose Import Tenant.
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Enter a tenant name (e.g., Import Demo).
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Select the purpose (Demo, Productive, or Testing).
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Confirm the service unit
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Attach a contact or note (optional).
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Upload the .zip file containing your tenant database.
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Upload time depends on the file size
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Once uploaded, click Finish to create the tenant.
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Select Edit SAP Tenants.
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Locate the tenant you want to export and click on Actions → Export Tenant.
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Confirm by clicking Yes.
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Wait for the export task to complete.
The exported tenant copy is saved into your partner PCTR folder, similar to how exports are handled in the CCC.
Q: What if I don’t know my PCTR folder location?
Contact the SMB Solutions Support team, and they will provide assistance.
From the tenant’s action menu, you can:
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Activate analytics (if not already enabled).
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Manage users for that tenant.
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Export a tenant.
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Edit tenant add-ons.
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Delete a tenant if no longer required.
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Log in to the ZAIP Partner Portal.
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Click into your Active Subscriptions.
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Select Edit SAP Tenants from the configuration tools.
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A list of tenants for that subscription will appear, each with an action menu.
Yes. Once the tenant creation task has started, you can click OK and continue working on tasks for other customers in ZAIP while the process runs in the background.
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Log in and go to your Reseller Dashboard.
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Click into one of your Active Subscriptions.
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Under Configuration Tools, select Create Tenant.
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Choose the tenant database type
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Enter the tenant name.
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Optionally, select “Use your own database name” and provide a name similar to the tenant name.
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Select the purpose: Demo, Productive, or Testing.
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Choose the appropriate service unit (e.g., HANA SP 2411).
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Enable Analytics (recommended for HANA systems).
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Define posting period choices and add a contact or note.
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Click Create Tenant.
You can watch the YouTube tutorial video on How to Create a New Tenant in the ZAIP Parter Portal here.
The ZAIP Partner Portal and CCC automatically sync every 24 hours. To sync immediately:
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Use “Sync SAP Prod with Portal” to push CCC changes to ZAIP.
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If not urgent, allow the automatic overnight sync.
The customer count includes both active and inactive customers, while the subscription count reflects only active subscriptions.
Yes. For security purposes, 2FA must be set up using either the Duo Security app or Google Authenticator app.
You can also save a computer as a trusted device for easier logins.
When your ZAIP Partner Portal account is created, you’ll receive an email with your username asking you to set your password.
Once done, you will need to setup MFA before logging in with your username and password.
Reach out to our Support Team or log a ticket in the Client Support Portal for help setting up your ZAIP Partner Portal account.
Two-factor authentication is essential to any solid, multi-layered security framework. SMB Solutions enforces Duo 2FA for customers, partners, and any active users in the SMB Solutions Cloud Environment.
Find out more about how two-factor authentication protects your business from cyberattack here, or watch our video.
Our team works constantly to balance the server load equitably between our users. Very large organisations may have users working across multiple servers. When this happens, the customer’s login process is the same, and all of their data remains safely secured from a central management point.
We back up customer databases every day, even if the customer does not go live or make changes that day. Our standard recovery time objective (RTO) is eight hours, and our standard recovery point objective (RPO) is 24 hours. We retain backed-up data for 10 days.
If you wish to customise your disaster recovery services beyond the standard, we can deploy premium services to change the RTO and RPO according to your needs.
We restrict access to databases in shared systems in order to prevent users from manipulating other customers’ databases. However, we do provide specific tools for backend system access so that users can enjoy limited functionalities like backup and restore.
We do not allow shared system users access into any part of the SAP environment that would provide them access to other customers’ databases. If you have your own single tenant cloud, we can provide limited system-wide user access.
In a multi-tenant environment, SAP Business One does not allow users to disable single sign-on (SSO). SAP has set this globally in order to maximise security.
In single-tenant deployments, you have the choice to disable this however, for a more user-friendly deployment, we recommend utilising single sign-on.
Yes! First, start SAP Crystal Reports, then click on the Database menu bar item. Click on Set Datasource Location.
A window showing data source connections will open up. Find the ODBC (RDO) folder in the “Replace with” window and enter the following string:
DRIVER={B1CRHPROXY};UID=XXX_USERNAME;PWD=XXX_PASSWORD;
SERVERNODE=XXX_HANA_SERVER:30015;DATABASE=XXX_DBNAME
Replace “xxx_DBNAME” with the name of the database you would like to connect to.
Click on Finish. A new login window will open. Enter the appropriate credentials for the database user. You may now select the new connection in the Replace With window while highlighting your current connection in the Current Data Source window. Click on Update.
After a few seconds, the Current Data Source will reflect your new data source location. Click on Save to confirm your actions.
Partners with access to the Cloud Control Center can import and update licenses on their own. If you do not have access to the Cloud Control Center, simply open a support ticket and send us the license – our team will take care of it for you.
We do not allow users root access to the HANA server. Components critical to backup and disaster recovery work through the root user profile, and we could not guarantee the system’s stability if users were given root access.
Customers in a single-tenant cloud environment may have different access capabilities. SAP Partners will need to contact our support team for more information.
Yes, customers can access the SMB Solutions SAP Business One Platform from a variety of devices and operating systems.
Visit the Client Hub to view the different access methods!
As multiple HANA deployments exist for multi-tenant and single-tenant customers, the ports available for the different SAP Business One components, including the HANA Servers, will vary.
All external access is protected with firewall rules that may allow access depending on configured rules.
Please get in touch with your partner or the SMB Solutions support team if you require these details.
Customers who use an Application server can host websites and web services on our systems. Our team can publish URLs and Ports for you. However, we insist our customers obtain a valid SSL certificate in order to publish HTTPS.
If you wish to use your own domain name, you will have to provide a valid SSL certificate. If you don’t need to use your own domain name, we can provide the certificate on your behalf.
Customers who use an Application server can host websites and web services on our systems. Our team can publish URLs and Ports for you. However, we insist our customers obtain a valid SSL certificate in order to publish HTTPS.
If you wish to use your own domain name, you will have to provide a valid SSL certificate. If you don’t need to use your own domain name, we can provide the certificate on your behalf.
SAP B1 only supports superusers who are Cloud Operators with Landscape visibility, including all databases and customers. For security purposes, we cannot offer superuser access to customers and partners that do not own their own Cloud Control Centre.
However, you may not need superuser access for the tasks you wish to perform. SAP B1 allows Power Users to modify all permissions and manage SAP database permissions. Power Users may be customers or partners – there is no limitation.
Power Users enjoy unlimited access to all modules and data. Please be aware that they can overwrite features like data ownership, as well.
Microsoft Users can connect their computers to the SMB Solutions Cloud via a web feed (or a URL link) from the Microsoft Control Panel on their local machines.
This takes only a few minutes to setup:
- Open your Control Panel
- Select Remote App and Desktop Connections
- Click the Access RemoteApp and Desktops link on the left navigation panel
- Enter in the following URL: see links below
- Enter in your login credentials provided by SMB Solutions – don’t forget to add SMBSOLUTIONS\ before your user code. e.g. SMBSOLUTIONS\U99999
- Your computer will now download all of your available Cloud applications onto your local machine.
- You will find your application in the Start menu under the SMB Solutions Cloud Services Australia folder.
We also have a YouTube tutorial video available here.
Asia Pacific URL – https://rds-gw01.smbsolutions.com.au/
Europe URL – https://gateway.smbclouderp.com/
USA URL – https://gateway.smberpcloud.com/
Mac OS X users must download Microsoft Remote Desktop software in order to establish a connection with our system. Setting up Microsoft RDT only takes a few minutes:
- Download Microsoft Remote Desktop from the App Store.
- Launch the app once it finishes downloading.
- Click on Add Desktop.
- Enter your login credentials and the following Web URL – see links below
- Select Add User Account.
- Enter your customer user code and password in the User Account window.
- Select Save and double-click on the new Remote Desktop icon that opens.
You are now connected through the Remote Desktop on Mac OS X.
We have a YouTube tutorial video available here.
Asia Pacific URL – https://rds-gw01.smbsolutions.com.au/
Europe URL – https://gateway.smbclouderp.com/
USA URL – https://gateway.smberpcloud.com/
HTML5 and Remote Desktop access have different printer handling mechanisms – make sure that you are using the correct one:
- To enable a printer in RDP, you must enable it in your local remote desktop. Check with your local IT team to make sure it is visible, along with any local drives and other equipment you need to use.
- HTML5 clients will need to use a native client like RemoteApp in order to bridge the gap between the browser and local hardware. This is a necessary step to ensure optimal security – otherwise, every website you visit could theoretically access your local drives, printers, scanners, and other equipment.
If you’re having trouble accessing your print hardware, contact our support team.
SMB Solutions’ Australian-based emergency customer support team works 24 hours a day, seven days a week. Our support team will connect you with our team of expert network engineers, system engineers and programmers.
If we are planning to reduce staffing levels, we will advise customers and partners before this time. If we are running on reduced staffing levels, we recommend using the phone system rather than the ticket system to ensure a timely response.
SAP Business One instances are complex systems maintained by multiple partners. Make SMB Solutions your primary source of support for the following issues:
- Infrastructure problems.
- Access problems.
- Base system implementation and guidance.
- Add-on installation.
Unfortunately, there are potential problems that we cannot address. Although our support team will be happy to point you in the right direction, you will have to rely on a partner or customer for the following issues:
- Known Issues with SAP. SAP SE and the SAP community are always looking out for bugs and security vulnerabilities.
- Customisation Inside SAP or SAP Add-on. If a problem can only be solved by contacting the software vendor, our customer support team won’t be able to help.
- SAP Business One General Knowledge and Enquiries. SAP Partners should be your first go to point if you have an enquiry about general SAP Business One knowledge.
Alternatively, you can visit the SMB Solutions Client Hub for free SAP training resources.
Our emergency support line is available 24 hours a day, seven days a week. It is the best way to get expert customer support service immediately.
WHAT IS AN EMERGENCY CASE?
Emergency cases are incidents that disrupt the customer’s core business. These are cases where customers are losing money and reputation every second.
A support request is not an emergency case if:
- The customer’s team knows of a viable workaround.
- Only minor, non-critical functions are not working correctly.
- The impacted system is a demo or test system.
- The customer, or a third-party consultant, caused the issue.
- The customer needs updates or changes made.
World-class customer support begins with a ticket. In order to protect users’ privacy and security, we do not accept support requests outside the ticketing system except in emergency situations.
The SMB Solutions support ticket system is a reliable, automated support solution staffed by industry experts. Begin the support ticket process by logging into your account through the SMB Solutions Service Portal or sending an email to our team at support@smbsolutions.com.au
HIGH-QUALITY TICKETS LEAD TO HIGH-QUALITY SUPPORT
Take time to fill out your support ticket with descriptive information about the problems users are experiencing. The more comprehensive the support ticket is, the better our team can address the problem at hand.
Save time and streamline the support process by including the following information in your support ticket request:
- Your name and phone number.
- A list of users or databases impacted.
- Screenshots of error messages.
- The exact time and date of the error.
- A description of how the error impacts performance. What still works and what doesn’t?
- Any troubleshooting approaches or workaround you have already tested.
If you do not provide this information in the original support ticket, a support team member will need to reach out to you and ask you for it. This takes time and delays ticket resolution. The more information you have ready on hand, the faster it will be to resolve your ticket.
Descriptive, high-quality tickets are typically easy to resolve in a single pass. Watch a tutorial video here to see how to login and use the service portal.
Our support team is available 24/7, 365 days a year for emergency phone support. You can always count on your service desk technicians to help with quality expertise and remote troubleshooting solutions. Emergency startup guidance is available exclusively in English.
HOW TO CONTACT SMB SOLUTIONS SUPPORT:
There are two ways to contact your SMB Solutions support specialists:
- Opening a Support Ticket.
- Making an Emergency Call.
OPENING A SUPPORT TICKET
There are two ways to open a support ticket: by email or through the SMB Solutions Service Portal. We guarantee a 30-minute response time for all support tickets. This is the best method of support for normal working hours from Monday to Friday.
Please be sure to have the following information ready:
- Your name and phone number.
- A list of users or databases impacted.
- Screenshots of error messages.
- The exact time and date of the error.
- A description of how the error impacts performance. What still works and what doesn’t?
- Any troubleshooting approaches or workarounds you have already tested.
With this information, SMB Solutions can resolve the ticket quickly and professionally. For optimal results, open the ticket as soon as you notice an error and set the ticket priority to the appropriate level.
The SMB Solutions support team will send all email updates to the user who opened the ticket.
For more information on how to use the service portal, check out our blog post here.
MAKING AN EMERGENCY CALL
In the case of catastrophic technical failure, contact SMB Solutions support by phone using our hotline number and select the support option. The contact number is 1300 442 059.
SMB Solutions support will always prioritise emergency calls over in-system support tickets. Because the support team diverts resources from other users to handle emergencies, users should only call the emergency hotline when a live (productive) environment is completely down – not for changes or updates!
You can change your password through the SMB Solutions Password Portal.
For Asia Pacific Customers and Partners: https://selfservice.smbsolutions.com.au:8889/
For European Customers and Partners: https://selfservice.smbclouderp.com:9251/
For USA Customers and Partners: https://selfservice.smberpcloud.com:9251/
Login using your SMB Solutions usercode and password, then select the Change Password tab at the top of the screen.
For detailed instructions on how to use the password portal, see our blog post here – https://www.smbsolutions.com.au/technical-tips-how-to-change-your-smb-solutions-password-in-the-password-portal/
In SAP Business One Cloud, a Super User is a special account type designed for comprehensive SAP Business One administration. Both your SAP Partner and SMB Solutions Support staff have access with a Partner Support User (PSU) that allows additional access to Super User functions.
The most privileged user class that an end user or partner can have within their own instance of SAP Business One Cloud is a “power user”. Power users enjoy similarly broad administrative privileges but are limited to their own databases and users. They cannot manage licenses, create new users, or install add-ons without administrative support.
Single Tenant deployments are able to set Super User privileges to their accounts as needed.
Yes it is, however SQL databases require DTW users to have additional permissions set to access this application. To get these additional permissions you will need to submit a request via the ticketing system to the SMB Solutions support team.
It’s simple to configure HANA Studio so that you can access the database. First, start HANA Studio from the SMB Solutions client.
The application may ask you to set or verify a master password. If you already have a master password, the system will require you to establish a password hint.
Once you are in the system, open the Administration Console. A window asking for the HANA server and the Instance Number will pop up. Input your HANA server hostname and make sure the Instance Number is “00,” then hit Next.
In the next window, you will need to enter your database username and password. Once you hit Finish, HANA Studio will be connected to the database.
The HANA Server name can be found in the Cloud Control Centre. Partners will need to contact the support team for database user credentials.
We support web-based access to all SAP Business One users with HTML5 web browsers. We support Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, Apple Safari, and most other modern browsers.
Please be aware that ad-blocking extensions might interfere with some of the features our web-browser system needs to function. Please disable them before attempting to log in.
Web-based browser access works almost the same as a desktop app, with a few notable exceptions:
- Clipboard Security. Browser-level clipboard activity is highly secure. Some browsers will not copy and paste data properly. Others will only copy pure text and images. However, you can drag-and-drop files from local windows to your HTML5 connection window.
- Local Printer Usage. There is no official browser API that allows unrestricted access to local hardware through HTML5. This is a built-in security feature that prevents hackers from accessing local networks through web browsers. However, you can drag-and-drop files to your local device and then print them from there.
- File Transfer. Use the HTML5 client’s top menu for file transfer. Since the browser-based session does not have direct access to your local hard drive, the file transfer process is emulated.
In most cases, users’ default time zone will correspond to the time zone of the data centre being accessed. Partners can change their company time zone in the Administration tab, under System Initialisation. Click on General Settings and look for Manage Company Time. Check the corresponding box and open the Time Zone tab.
Once you set the appropriate time zone, be sure to click on Update so that the system actualizes your time zone choice.
In general, we support most print hardware on the market. However, there are many different printer types, brands, models, and software communication channels out there – we cannot guarantee optimal performance for every single one.
Our FTP service is enabled for all users and provides a secure space for customers to upload and download files. We use the SFTP (FTP over SSL) configuration. You can connect to our FTP service using any FTP client like Filezilla or WinSCP.
Managers and SAP Partners can change the SAP user names via SAP Business One.
SMB Solutions assigns each user a unique user code that cannot be modified.
If a customer is using a database that was migrated to our servers, our support team can map the previous user code to the SMB Solutions user code for a seamless integration experience.
For security reasons, we do not allow users to change their system-assigned user codes. Our user code and password assignment processes are designed to maintain the privacy and anonymity of our customers’ users while still allowing our team to identify each account easily.
We don’t allow remote desktop access (RDP) to the SQL server. You may have your own on-premises SAP hardware, but multiple instances are involved on our SQL server.
If you do own your own private cloud, you can perform backup and restore processes through the SQL Management Studio.
We no longer support SAP Browser Access because it has significant limitations and is no longer being developed by SAP. Instead, we offer HTML5 Access, which covers all of the SAP Client functions and add-ons much more efficiently.
SAP has also now launched the SAP Business One Web Client, which offers web-based access to SAP Business One – please discuss with your partner if this can be used with your deployment as it does not encompass all the functionality of the standard SAP Business One Client.
To access the SMB Solutions Asia Pacific HTML5 Web Client click here.
To access the SMB Solutions USA HTML5 Web Client click here.
To access the SMB Solutions Europe HTML5 Web Client click here.
We have deployed the full Office 365 suite of applications including Word, Excel, Powerpoint and Outlook.
However, as this operating on a shared user environment you will need to ensure you have the correct Office 365 licensing.
You can request duplicate databases for testing, security and disaster recovery purposes. You may also perform these tasks if you own your own service unit or your own private cloud.
However, creating database-level backups is a complex task. SMB Solutions offers full-scale disaster recovery and comprehensive business continuity services as part of its services. You should not need to backup and restore your own database without our help.
In the On-Premises version of SAP Business One, super users are able to manage licenses, users, and add-ons. In SAP Business One Cloud, user and license management is managed by the cloud operator through a centralised system: the Cloud Control Centre.
It is our responsibility to prevent resellers from interfering with centralised management in ways that could impact other customers, partners, and resellers. As a result, we have implemented the Power User status. These user categories are almost the same, except:
- Power Users cannot manage SAP licenses.
- Power Users cannot create new user accounts in the SAP Business One client environment.
- Power Users cannot install add-ons by themselves.
- Power Users cannot change their company name.
- Power Users cannot create new databases on their own.
All of these limitations are designed to protect users and keep your data safe.
SMB Solutions takes security seriously. Our login and identity management processes are designed to maintain customer privacy and mitigate the risk of unauthorised use.
This is why we require users to sign up with an SMB Solutions user code and to set their password and security questions on the first login. To gain access to the support portal, you will be sent an activation email to set up your password and security questions.
To access the support portal, you can visit the Client Hub or click here.
We have created a video tutorial on our YouTube Channel for you to learn how to use the service portal. We have also created a blog post with written instructions and screenshots.
EDITING USER PROFILE
Our support team delivers better, faster service to users with complete profiles. Ensure the most up-to-date information is in your profile by hovering over the “Hi, name” button in the top right corner and clicking Edit Profile when the drop-down menu appears. Complete all the fields correctly in the pop-up window, and be sure to click Save and Close when finished.
CHANGE PASSWORD
Regular password changes help protect users against cybercrime and data breaches. You can change your password in the service portal by hovering over the “Hi, name” button in the top right corner and clicking Change Password when the drop-down menu appears.
SECURE LOGOUT
Make sure to use the logout function after using the SMB Solutions support portal. Users who leave themselves logged in risk accidentally divulging sensitive data to unauthorised parties.
WHAT IF I NEED ACCESS, BUT HAVE NO LOGIN?
If you have not received an activation email or you’re not sure, get in touch with the support team via email at support@smbsolutions.com.au
If our team ever needs to impact system performance for maintenance or upgrades, we will inform affected customers well in advance. Our system status support page shows when SMB systems are not fully operational and offers information about what our team is doing to address the problem.
Check our system status page before reporting bugs or broken features; there is a good chance we are already working on a solution.
You can sign up to direct email updates from the Status Page by clicking the blue Subscribe to Updates button in the top right corner.