{"id":2535,"date":"2021-05-06T15:36:28","date_gmt":"2021-05-06T22:36:28","guid":{"rendered":"https:\/\/latchel.ticksites.com\/wp2\/?p=2535"},"modified":"2021-05-06T15:42:57","modified_gmt":"2021-05-06T22:42:57","slug":"incident-troubleshooting","status":"publish","type":"post","link":"https:\/\/latchel.ticksites.com\/wp2\/incident-troubleshooting\/","title":{"rendered":"Incident Troubleshooting"},"content":{"rendered":"<p class=\"ng-binding ng-scope\"><div class=\"fusion-alert alert custom alert-custom fusion-alert-left \" style=\"background-color:#e9f3f6;color:# 1d1934;border-color:# 1d1934;border-width:2px;\"><div class=\"fusion-alert-content-wrapper\"><span class=\"alert-icon\"><i class=\"fa-lg fa-info-circle fas\" aria-hidden=\"true\"><\/i><\/span><span class=\"fusion-alert-content\">Are you experiencing a problem with the Latchel portal or a certain feature within your Latchel portal? Please follow the steps outlined below to troubleshoot and report this issue to your Customer Success Manager.<\/span><\/div><\/div>\n<h2><strong>Latchel Portal<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"10608\">Log out &amp; back into the portal<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"10642\"><a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" href=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" data-renderer-mark=\"true\">Hard Refresh<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"10658\">Attempt to open the portal in Chrome.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"10699\">If it does not work, contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a>. Include:<\/p>\n<ol class=\"ak-ol\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"10777\">Browser type<\/p>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<h2><strong>Latchel Chrome Plug-in<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"11585\">Update the plug-in to ensure you have the <a href=\"https:\/\/chrome.google.com\/webstore\/detail\/latchel-data-sync\/cefobanegfgmcneibgdbcjbegnnoafob\">latest version installed<\/a>.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11607\">Uninstall &amp; reinstall the <a href=\"https:\/\/chrome.google.com\/webstore\/detail\/latchel-data-sync\/cefobanegfgmcneibgdbcjbegnnoafob\">Latchel plugin<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11651\">Verify you\u2019re logged into the plug-in<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11692\">Verify the Latchel user is active under your Appfolio users<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11755\"><a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/latchel.ticksites.com\/wp2\/how-to-report-bugs-and-issues-with-our-tools\/\" href=\"https:\/\/latchel.ticksites.com\/wp2\/how-to-report-bugs-and-issues-with-our-tools\/\" data-renderer-mark=\"true\">Report the issue with our tools<\/a><\/p>\n<\/li>\n<\/ol>\n<h2><strong>Partner API<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"12044\">Contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a>. Include:<\/p>\n<ol class=\"ak-ol\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"12102\">To which API URL are you making a request (and, if applicable, what data are you including)?<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"12198\">What HTTP Response Code is being returned with the response?<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"12263\">What data is being returned from the request? What data was expected?<\/p>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<h2><strong>Propertyware Integration<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"11972\">Contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a><\/p>\n<\/li>\n<\/ol>\n<h2><strong>Rent Manager Integration<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"11828\"><a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/latchel.ticksites.com\/wp2\/rent-manager-integration-troubleshooting\/\" href=\"https:\/\/latchel.ticksites.com\/wp2\/rent-manager-integration-troubleshooting\/\" data-renderer-mark=\"true\">Rent Manager Troubleshooting Guide<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11866\">If it does not work, contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a><\/p>\n<\/li>\n<\/ol>\n<h2><strong>SMS<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"10819\">Log out &amp; back into the portal<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"10853\"><a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" href=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" data-renderer-mark=\"true\">Hard Refresh<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"10869\">If it does not work, contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"10937\"><span data-renderer-mark=\"true\">If you have a question or a request for the team, please contact us via email at <\/span><a class=\"sc-hGoxap gpNbgz\" title=\"mailto:team@latchel.com\" href=\"mailto:team@latchel.com\" data-renderer-mark=\"true\">team@latchel.com<\/a><\/p>\n<\/li>\n<\/ol>\n<h2><strong>Webchat<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"11081\">Log out &amp; back into the portal<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11115\"><a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" href=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" data-renderer-mark=\"true\">Hard Refresh<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11131\">If it does not work, contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11199\"><span data-renderer-mark=\"true\">If you have a question or a request for the team, please contact us via email at <\/span><a class=\"sc-hGoxap gpNbgz\" title=\"mailto:team@latchel.com\" href=\"mailto:team@latchel.com\" data-renderer-mark=\"true\">team@latchel.com<\/a><\/p>\n<\/li>\n<\/ol>\n<h2><strong>Webhooks<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"12360\">Contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a>. Include:<\/p>\n<ol class=\"ak-ol\" data-indent-level=\"2\">\n<li>\n<p data-renderer-start-pos=\"12417\">Date the webhook stopped working<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"12454\">Are webhook requests being sent with incomplete information? Or are they not being sent at all?<\/p>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<h2><strong>Work Order Submission Page<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"11431\">Log out &amp; back into the portal<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11465\"><a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" href=\"https:\/\/www.documate.org\/automation\/what-is-a-hard-refresh-how-to-do-a-hard-refresh-in-any-browser\/\" data-renderer-mark=\"true\">Hard Refresh<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"11481\">If it does not work, contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a><\/p>\n<\/li>\n<\/ol>\n<h2><strong>Work Order Status, Email and Task Updates, and Notifications<\/strong><\/h2>\n<ol class=\"ak-ol\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"12630\">Task notifications not sending? Ensure your notifications are on by <a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/latchel.ticksites.com\/wp2\/task-notification-settings\/\" href=\"https:\/\/latchel.ticksites.com\/wp2\/task-notification-settings\/\" data-renderer-mark=\"true\">clicking here.<\/a><\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"12716\">Work order notifications not sending? Ensure you are added to the user group for notifications by <a class=\"sc-hGoxap gpNbgz\" title=\"https:\/\/latchel.ticksites.com\/wp2\/how-to-create-user-groups\/\" href=\"https:\/\/latchel.ticksites.com\/wp2\/how-to-create-user-groups\/\" data-renderer-mark=\"true\">clicking here<\/a>.<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"12832\">Contact us via email at <a class=\"sc-hGoxap gpNbgz\" title=\"mailto:success@latchel.com\" href=\"mailto:success@latchel.com\" data-renderer-mark=\"true\">success@latchel.com<\/a><\/p>\n<\/li>\n<\/ol>\n<h2>Can&#8217;t find what you&#8217;re looking for?<\/h2>\n<p>If you&#8217;re having trouble with a feature that is not mentioned above, contact us at <a href=\"mailto:team@latchel.com\">team@latchel.com<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Latchel Portal Log out &amp; back into the portal Hard&hellip;<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[353],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Incident Troubleshooting | Latchel<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/latchel.ticksites.com\/wp2\/incident-troubleshooting\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Incident Troubleshooting | Latchel\" \/>\n<meta property=\"og:description\" content=\"Latchel Portal Log out &amp; back into the portal Hard&hellip;\" \/>\n<meta property=\"og:url\" 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