• EIS technical support service. EIS technical support, or how they mock us! Contact email

    Complaint about incorrect work
    Unified information system in the field of procurement

    Dear Mikhail Borisovich!

    Joint Stock Company "Yargorelektrotrans" (TIN 7602082331) (hereinafter referred to as the Company) carries out procurement activities in accordance with the norms of the Federal Law dated November 18, 2011 N223-FZ "On the procurement of goods, works, services by certain types of legal entities" (hereinafter referred to as the Federal Law dated November 18, 2011) .2011 N223-ФЗ.
    From 07/02/2018 to the present, due to the occurrence of the following problems in the operation of the Unified Information System, the Company is not able to publish the protocol for considering applications for participation in the competition (notice No. 31806461513 dated 05/08/2018) (hereinafter referred to as the Competition), the final protocol such a competition, which is a threat to disrupt the Company’s production processes caused by the inability to timely provide its services with the necessary services, and may also lead to the Company’s violation of the deadlines established by the Federal Law of November 18, 2011 N223-FZ for posting information on the ongoing procurement in the Unified Information System.
    On July 02, 2018, the Company carried out a procedure for reviewing, evaluating and comparing applications for participation in the Competition (hereinafter referred to as the Protocol). On the same day, an attempt was made to publish the protocol generated based on the results of this procedure in the Unified Information System, during which the following problems were identified in the operation of the Unified Information System that prevented the placement of such a protocol:
    When forming the Protocol on the UIS website in the “Consideration of applications” section, after indicating information about the rejection of applications for participation in the competition, the grounds for making such decisions in the “Reason for refusal” fields, and clicking on the “Save” or “Next” buttons provided for by the UIS functionality, the system message is displayed:
    "Required fields must be filled in:
    - Reason for deviation
    - Grounds for deviation."
    The specified system message blocks further actions of the Company to attach the Protocol file, publish the generated protocol and only allows you to cancel previously performed actions. Subsequent attempts by the Society to re-formulate the Protocol and indicate information about the results of consideration of applications led to a similar result.
    During the period from 07/02/2018, 07/03/2018, 07/04/2018, the Company sent requests describing the problems that arose in the operation of the UIS with all the necessary information attached to the e-mail address of the UIS technical support service ( [email protected]), in response to which the Company has not yet received notifications about registration of applications, or other information about the status of consideration of applications. In addition, during the specified period of time, the Company made daily calls to the UIS technical support line, the support service operators were provided with detailed information about the problems that had arisen, in response to which they received only recommendations for a written request to the technical support service and clearing the browser cache, which did not lead to to solving the problem. Upon completion of telephone conversations with UIS support service operators, messages were sent to the Company's email address about the registration of requests under the numbers SD200417608, SD200422814, SD200436856 with a priority level of “4 - Low” and the termination of work on these requests from the Company.
    In view of the above, we ask you:
    1. Register this complaint and take appropriate measures to eliminate the problems that have arisen by the EIS technical support service;
    2. Explain the order of the customer’s actions in a situation where publication of information about ongoing purchases in the UIS within the established time frame is impossible due to the inability to fully work in the UIS personal account due to technical problems in the system;
    3. Explain the regulatory period for consideration of customer requests by the EIS technical support service.

    Please send your response to this complaint to the following email addresses:
    [email protected], [email protected].

    Request form to the technical support service of the Official EIS website ( [email protected])

    №
    Question
    Answer

    Full name contact person, position

    Contact details(telephone, email, fax)

    Territorial body of the Federal Treasury where the digital signature was received

    1. Organization details ( Name, TIN, checkpoint);

    2. Organization code in the Consolidated List of Customers ( SDR)
    Name:

    SDR:


    Description of the appeal.

    1. Specify By which one law appeal

    2. Specify the type of request (question/suggestion/problem);

    3. Function of the Official Website of the EIS (what function of the Official Website of the EIS did the user try to use, what actions did he want to take?);

    4. Brief description of the appeal

    Date and time the problem occurred

    User workstation parameters (name operating system, Internet browser and their version numbers, version number of Crypto Pro CSP, antiviruses)

      1. Authority of the organization;

      2. User permissions;

      3. user login(to enter the EIS LC);

      4. file certificate (*.cer) in archived form

    Detailed description of the request (screenshots, exact sequence of actions, description of system errors, suggestions for improvement).
    Attention!

    If you contact support with any problem or error, you must attach screenshots ( screenshots) with the actions that led to the problem or error, and screenshots ( screenshots) with the manifestation of an error or problem


    Sequence of actions:

    Additional information at the discretion of the user (presence of problems with Crypto Pro CSP, recurrence of the problem among other users of your organization, etc.)

    In case of requests regarding order placement procedures and contract information, additionally indicate:

    1. Notice number for published notices or contract number for a published contract.
    (19-digit registration number);

    1. Subject of the contract (only if the notice is not published);

    2. How to place an order;

    3. Type of information to be published (notice, change, clarification, refusal to place an order, protocol for opening envelopes, etc.);

    4. Date of publication of information or planned date of publication of information);
    1)

    Server definition and playback time:

    To do this, in the current session in your personal account in the browser (Internet Explorer), on the “Service” tab, select “Developer Tools” (F12 button), then, in the window that opens, select the “Cache” tab - “View information about the cookie file” "

    After completing these steps, a new tab will appear in your browser with information about the cookie file in the form of a table. To determine, you will need information from the 3rd block from the bottom, example:


    NAME

    ROUTEID

    VALUE

    .pri03

    Date and time the error was reproduced:
    EIS server:

    If your request concerns work issues Official website of the EIS in part 223-FZ, then after filling out the request form you will need a file that can be saved as follows:


    1. Open the command line (Start - All Programs - Accessories - Command Prompt);

    2. On the command line, run the dxdiag command;

    3. Press “Enter”;

    4. Save to file (by clicking on the “Save all information” button).

    Dear users, be careful! Bold elements are highlighted without which a full analysis of the appeal is not possible, and, therefore, an additional request for information will be required.

    The completed form should be sent to: [email protected].

    Screenshots For convenience, step-by-step actions can be attached to the request form file below.

    The developers of a unified information system in the field of procurement are constantly working to support and improve it. But technical problems are inevitable, and users sometimes encounter them. A failure in the operation of the UIS can be a serious nuisance, especially for a customer who is facing deadlines for posting any information. We'll tell you what to do next.

    Common problems

    Most often, customers experience the following difficulties:

    • it is impossible to log into your personal account;
    • the system does not accept authorization data;
    • Certain sections of the UIS do not work;
    • it is impossible to place a schedule or adjust data in it;
    • I can't post purchase information.

    Standard reasons

    If, when trying to access the EIS, you experience one of the problems listed above, as well as any other, most likely the reason is the following:

    Registration in ERUZ EIS

    From January 1 2020 year to participate in tenders under 44-FZ, 223-FZ and 615-PP registration is required in the ERUZ register (Unified Register of Procurement Participants) on the EIS (Unified Information System) portal in the field of procurement zakupki.gov.ru.

    We provide a service for registration in the ERUZ in the EIS:

    • prevention or system update;
    • increased load on the server - too many users decided to use the UIS at the same time;
    • non-working day - sometimes the system gets out of control on weekends or holidays;
    • the problem is on the user’s side - for example, an outdated browser or problems with Internet access.

    What to do

    Customers know that there are serious fines for late placement of data in the Unified Information System. Therefore, if problems arise in its operation, they must be resolved as quickly as possible.

    Check if your Internet connection is working correctly and if you are using a modern browser. Sometimes clearing the browser cache (the memory in which it stores temporary data) helps solve the problem. This is basically all you can do on your own.

    If the problem is not resolved, you must immediately report it to the EIS support service. This can be done by calling the telephone numbers indicated in the system - specialists are available around the clock. If the problem requires more detailed attention, the contact center employee will offer to write a request via email. It is worth taking screenshots (screenshots) that will confirm that the EIS really did not work, and attach them to the letter. This way you can, for example, record an error message. Upon request from the user, an incident will be created, which specialists will review in the near future. When the error is resolved, the user will be notified.

    If for some reason your email request is not accepted, the operator does not answer calls or the support service cannot resolve your issue, it is advisable to contact the portal of the public organization “Forum of Contractual Relations”, operating with the support of the Ministry of Economic Development. Here you can place an official complaint about the work of the EIS. To do this, you need to register and log in to the portal, post a complaint electronically and attach a scanned copy of its paper version on the organization’s letterhead with the signature of the manager.

    Recordings of telephone conversations, history of correspondence with the support service, screenshots of UIS errors and filed complaints can help if, due to incorrect operation of the system, questions arise from regulatory authorities to the customer. This will help prove that the deadline for posting information in the Unified Information System was violated for a reason that did not depend on the customer, and he, in turn, did everything to prevent the violation from happening.

    After changing the technical functionality of the official website of the unified information system www.zakupki.gov.ru (hereinafter referred to as the Site), many customers, people who directly work on the Site, are faced with problems that they cannot solve on their own.

    So we encountered the following problems:

    The OKTMO code was incorrectly indicated in the consolidated register (the relevant documents were sent a month ago);

    There is no integration of the regional system with the EIS system.

    By force of will, you have to contact the technical support service of the Site; telephone numbers are posted on the main page:

    But! It is impossible to reach this service by phone!

    You have to listen to an answering machine for hours, repeating the same phrases “ All operators are currently busy», « ", then followed by " The expected wait time for an operator response is 1 minute", then time goes down again " The expected wait time for an operator response is 50 seconds», « Please stay on the line, the first available operator will answer you"... These phrases are repeated for half an hour, an hour... endlessly!

    At the end the call is dropped and there are short beeps...

    Here is a recording of one of the unanswered calls:

    After sending requests to the Site technical support service by email: This email address is being protected from spambots. You must have JavaScript enabled to view it., using a special request form, the situation does not change...

    Having sent 4 requests via email, not a single response confirming any information was received!

    The next day, a response came to the appeal, which was supposedly sent on our behalf, but not on our question. This letter contained the following information:


    Having called the contact number indicated in the letter (also after a half-hour wait), indicating that this request was not sent by our organization, that we were sending information about a completely different problem, we were told that we had contacted the wrong address, and we should contact the technical support service of the official website of the unified information system in the field of procurement...

    At the same time, the contact information of our institution was indicated correctly.

    Based on this, we can only conclude that most likely there was some kind of failure in the support service system of the official website... But this does not make it any easier for us!

    I have been unable to reach the Site support service again for the second day now. The problem still remains unresolved!

    On the Site, apart from the telephone numbers of the technical support service, there is not a single telephone number that you can call... There are neither contacts of the organization supervising this Site, nor telephone numbers of the management to whom one could “complain”...

    No contact addresses...

    I, like thousands, and maybe tens of thousands, of contract managers have questions:

    WHO IS RESPONSIBLE FOR THE MESS THAT IS HAPPENING IN THE SUPPORT SERVICE?

    WHERE TO GO IF THE QUESTION IS IMPOSSIBLE TO SOLVE ON YOUR OWN?

    WHO CONTROLS THE OPERATION OF THE OFFICIAL SITE OF THE UNIFORM INFORMATION SYSTEM IN THE FIELD OF PROCUREMENTS?

    WHY ARE THERE NO “LEVERS” FROM THE GOVERNMENT TO HELP WORKERS OF STATE AND MUNICIPAL ORGANIZATIONS AND INSTITUTIONS?

    But the Customer, for failure to fulfill certain obligations, is subject to certain sanctions, and not small sums...

    And the next question, perhaps in such a short period of time, is already rhetorical:

    WHEN WILL NORMAL AND PRODUCTIVE WORK BE ESTABLISHED BETWEEN CONTRACT MANAGERS OF STATE AND MUNICIPAL INSTITUTIONS AND THE OFFICIAL SITE OF THE UNIFORM INFORMATION SYSTEM IN THE FIELD OF PROCUREMENTS?

    I hope that the information presented in this article will be read by the “right” people who can at least somehow contribute to solving our problems.

    Appeal to technical support Official website of the EIS

    1. Required request form below (required fields are marked * ).

    2. Attention! If you contact support with any problem or error, you must attach an archive of records with the actions that led to the problem or error, always identifying the server at the time the error occurred

    3. [email protected]

    1. Request form

    №
    Question
    Answer

    Full name* contact person (position)

    [Enter Last Name, First Name and Patronymic]

    Contact email*

    [Enter your email address]

    Contact phone number(fax)

    [Enter contact phone number, fax]

    Organization name*

    [Enter the name of your organization]

    TIN of the organization* (checkpoint)

    [Enter your organization's Taxpayer Identification Number]

    Organization code:

    Unique Organization Account Number (UNR)

    SVR code
    [Organization code]

    System in which work takes place*

    [Select EIS system – 44-FZ or 223-FZ]

    EIS functionality*

    [Select UIS subsystem from the list]

    Date and time the error occurred, Moscow time*

    [Select the date the error occurred]

    Information about workplace parameters*

    [Select Operating System]

    File certificate (*.cer) in archived form (attach to this form, or attach as an attachment to a letter)

    Detailed description of the request (record of the sequence of actions obtained using the utility psr.exe(see section IV), proposals for improving the system) *

    In case of error: file with diagnostic information (see section II) or server definition while recording step-by-step actions.

    In case of contact regarding procurement procedures, information about contracts Necessarily indicate: register numbers of all notices/contracts with which errors occurred.

    1. Obtaining diagnostic information.
    If technical errors occur when working with the System, the following information is displayed to the user:

    On the displayed page, click on the “error description file” hyperlink to download the file with the error ID to your computer. Next, you need to contact the Organization that provides services for servicing UIS users, attaching a downloaded file with a description of the error to the application.


    1. Instructions for defining a server.
    For InternetExplorer versions 10 and earlier:

    1. In the current session in your personal account in the browser (Internet Explorer), on the “Service” tab, select “Developer Tools” (F12 button);

    2. In the window that opens, select the “Cache” tab - “View information about the cookie file”;

    3. After completing these steps, a new tab will appear in your browser with information about the cookie file in the form of a table. Information about the EIS server is indicated in the 3rd block from the bottom.

    4. A screenshot of the table from the cookie file with information about the server, as well as the date and time the error was reproduced, must be attached to the request.

    For InternetExplorer versions 11 :

    1. Open Developer Tools (F12);

    2. Select Network (Ctrl+4);

    3. Click "Enable network traffic collection (F5)";

    4. Take the necessary steps to reproduce the error (developer tools can be closed);

    5. Open developer tools (F12);

    6. Select Network (Ctrl+4);

    7. Select "DETAILS" (second line from the top);

    8. Select "Cookies" (in the third line from the top);

    Example time zone screenshot:


    1. A record of a sequence of actions obtained using the psr.exe utility.
    The utility allows you to automatically record user actions in the form of snapshots with parallel recording of actions.

    To quickly launch the utility: press win+r and enter the command psr.exe into the window

    (Start - Run).

    To start recording, press Alt+A, to stop recording actions, press Alt+O, or click the corresponding button.

    You can also add comments, to add a comment press Alt+C, the back area will darken and the comment window will be active.

    After stopping recording, the utility will prompt you to specify the location for saving the archive with a listing of actions and full snapshots.

    The finished recording file will be saved in mht format, which can be viewed using any browser. The finished file will be pre-packed in zip.


    1. The completed form should be sent to: [email protected]
    Read more: