When the server or ERP system stops, orders, job cards and dispatch can stop with it. A clear plan helps your team respond calmly and get running again sooner. This guide covers what to do in the moment and how to prepare beforehand.
First, check how widespread it is
- One computer or everyone? If only one person cannot connect, the problem may be their computer, login or network cable.
- Is the internet working? Cloud-based systems need a working connection.
- Is the server on? Check for power, lights and warning messages, but avoid restarting it over and over.
- Has anything changed? A recent update, a power cut or new equipment is a useful clue.
Write down what you see and when it started, because it saves time when you call for help.
Call your IT provider first
Your IT provider can check the server, network and backups remotely and tell you quickly whether the problem is hardware, software or something else.
If the problem sits within the ERP software itself, your IT provider can work with the software vendor directly, so you are not passing messages between them. While you wait, avoid unplugging equipment or restarting the server repeatedly, as that can make recovery harder.
Keep the floor moving
Most sites can keep some work going while systems are down, as long as the plan exists beforehand:
- Keep a printed copy of the current job schedule and priority orders, refreshed regularly
- Have a simple paper or spreadsheet process for recording jobs, stock movements and dispatches
- Agree who enters that information into the system once it is back, so nothing is missed
- Tell customers early if deliveries may be affected
When it might be a cyber attack
If files have strange names, a ransom note appears or computers across the site are behaving unusually, treat it as a security incident.
Disconnect the affected computers from the network, do not pay anything, and call your IT provider straight away. You can also report it through ReportCyber.
Recovering from backup
Recovery is much faster when backups are current, stored offsite and have been tested. Your IT provider should be able to tell you how recent the last good backup is and roughly how long a restore will take.
If the server hardware has failed, the system can be restored to replacement hardware, or moved to a hosted server in the cloud.
Planning so it causes less disruption next time
- Monitoring: servers and computers monitored and patched, so warning signs such as a failing disk are caught early
- Tested backups: the server, shared files and business systems backed up offsite, with restores tested over time
- A plan for an ageing server: know how old your server is and plan its replacement before it fails
- A written disaster recovery plan: who to call, what is restored first and how the floor keeps working
- Spare essentials: a spare network switch or computer on site can save hours
How Digitek helps manufacturers
Digitek IT monitors and patches servers and computers, backs up servers, shared files and business systems offsite, tests restores and helps manufacturers write a disaster recovery plan. Whichever ERP or job system you run, we look after the server and computers it runs on and work with your software provider when it needs their help.
Critical problems get a response within 1 hour during business hours. Find out more about our IT support for manufacturing businesses and backup and disaster recovery, or call 02 4504 8643.
