Description
Most of the problems we've had so far with Doors\Clients not being available were caused by one of the following:
- APP not being synced
- Searching for the wrong combination Agent, Client, Door combination
- Missing\wrong\not yet synced setups in the customer database
The troubleshooting steps detailed below will help you to either get to a self-service solution or contact support for further help.
Applies to
HYPEROOM sellers
Customer service
Resolution
Are you connecting using HYPEROOM APP or the Website (hyperoom.otb.net)?
This is to understand if it's a possible sync issue with the APP
Try again connecting to the website
Click on https://hyperoom.otb.net and perform the same activity.
This is to understand if the issue is related to sync\internal APP issues.
Is the door available on the website?
Good. Then the most probable cause is data on the iPad not being up to date
Force the sync
Open the Syncronization menù and tap on:
- Save your work
- Update Doors, Prices & Customers
Did it work?
Nice! You should be good to go.
This may then require some more troubleshooting steps
SYNC troubleshooting
One version older is OK, too many can be an issue (see how to update the APP)
See How to reset the HYPEROOM APP: this will require downloading all content again
Did it work?
Case closed
Contact support
This needs further troubleshooting: see How to request support for HYPEROOM for details on how to open a case
This is most probably due to some information being either missing or wrong in the customer registry on Stealth.
Check on Stealth with your customer service
Was everything OK on Stealth?
Was anything changed during the day?
Wait for the nightly sync
Contact support
Fix the data and wait for the nightly sync
Check the following with Customer Service
- Do you have the correct agent profile (Sales rep) to be able to see the missing Client\door?
- Are you using the correct combination of Profile, Client, Door to create the selling session? (How to use the correct Profile, Client and Customer combination in creating a selling session)
- Is the Client, Door setup correctly in Stealth? (Client\Door setup checklist on Stealth subject management)
Was everything OK on Stealth?
Was anything changed during the day?
Remember that the Sync between Stealth and HYPEROOM runs once per day starting at 20:00 CET and ends around 2:00 the following day
Wait for the nightly sync
The missing client\door should be available the following day
Contact support
Something may have not worked with the Sync procedures: send an email to [email protected] specifying :
- Profile code
- Client code
- Door code
Fix the data and wait for the nightly sync
The missing client\door should be available the following day