Troubleshooting Guides
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      3. Troubleshooting Guides

      BDR: Missing Scans in the Portal

      Scans from a specific venue or iPad are missing in the BDR Portal.

       

      The BDR Portal relies on the data provided in HubSpot.

      Troubleshooting with the Licensee

      1. Does the iPad have a network connection?
        • What are the network speeds? Upon logging in, the BDR App will display this information at the bottom of the screen.
        • Does the iPad often indicate it's 'Offline'?
         👉 If the network speed is low or the venue has frequent network outages, it will affect the data sync.
      2. What is the serial number of the iPad? 👉 Ensure it is assigned to the right venue.
      3. What's venue name shows in the App?
        • Can be found on App Login screen (bottom) or in the top left corner after logging in.
      4. When was the last time they scanned?
        • If needed, perform a sample scan.
        👉 Check the Portal to see if it synced. If no, perform the below troubleshooting.

      Troubleshooting internally

      1. Check the BDR Portal for scans from the venue or the specific iPad.
        1. When was the last scan from the venue?
        2. Does it line up with what the venue advised?
      2. HubSpot: Check that the SID is correctly linked in HubSpot.
      3. HubSpot: Ensure the iPad is correctly associated to the venue.
        1. Locate the Asset
        2. Check if the associated Company is correct.
      4. HubSpot: Check that the Asset type is 'Tablet'
      5. JAMF: Does the iPad have the correct Account ID? See JAMF Allocation.

      Escalation

      If none of the above resolve the issue, raise it in the #bdr-channel (slack) and tag the #BDRDevTeam. Provide as much information as possible.

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