FAQ & Troubleshooting
Answers to the most common questions and issues.
Common questions
Can the software run without internet?
Yes. After the one-time license activation (which requires internet), the software runs completely offline. All data is stored in your local SQL Server database. No cloud connection is ever needed for day-to-day use.
How many users can use the software simultaneously?
The Starter plan supports up to 5 simultaneous users. Pro supports up to 25. Enterprise has unlimited users. All users connect to the same SQL Server database over the LAN.
Can we migrate data from our existing software?
Yes. The team provides a migration service for schools switching from Fedena, School Pro, iSAMS, or Excel-based systems. Contact support at debmedia@gmail.com with a sample data export from your existing system.
The application is slow on some machines. How to fix it?
Slowness is usually caused by the SQL Server running on a different machine than expected, or LocalDB being under-resourced. Check: (1) Ensure the database server machine has 8 GB RAM. (2) Switch from LocalDB to SQL Server Express for production use. (3) Place the database machine on the LAN with a wired connection, not Wi-Fi.
Can we customise the report card layout?
The report card template is configurable — header text, footer text, signature labels, and which fields to show/hide. Fully custom layouts require the Enterprise plan's white-labeling option.
What happens to the data when we start a new academic year?
Past year data is archived — it remains fully accessible for reports and history. The system creates a fresh state for the new year (empty attendance, zero fee outstanding, new exam sessions). No data is deleted.
The AI features are not responding. What should I check?
The AI engine runs locally and requires the Azure AI Runtime component to be running on the server machine. Check: (1) Open Task Manager — "DebmediaAIHost" should be running. (2) Restart the application. (3) If the issue persists, reinstall via Settings → AI Engine → Reinstall.
How do I contact support?
Email debmedia@gmail.com with your school name, license key, and description of the issue. Response within 24 hours on working days. Enterprise plan customers get WhatsApp priority support.