Troubleshooting - Having issues with the system on a specific device

If you work on multiple devices (ie. Tablet, Laptop, Phone) within your venue and there seems to be an issue with your system occurring on one device (and not the others), here are some troubleshooting tasks for you to check whether there is something conflicting with Collins:

1) Try logging out of Collins and shutting the browser completely, opening it up again and re-logging in.

2) If you're still experiencing the same issues, then try the following:

Then, if you're finding that it's still the same, please use the HELP > 'Report An Issue' to get in touch with the support team and give us the following information:

> What page/function is not loading/running slowly?

For Example:

  • Loading the enquiries list

  • Searching

  • Opening a booking

  • Changing to the grid view/floor plan

> Is the page not loading at all or is it that the update button spins but never loads?

> Are there any users in the venue/office that don't seem to have been affected by this?

Using this information we will be able to look into the problem faster and more efficiently. We may then reply asking you to take a screenshot of the 'Console' tab on your laptop, should we need to look into this even further. Ideally, we'd need this screenshot to be taken on the page is being affected and/or running slowly. Please, see our guide here on how to bring this up to take a screenshot.  


Troubleshooting

  1. Troubleshooting - How Do I Clear My Browser History/Cache?
  2. Troubleshooting - How to clear your browser history/cache [VIDEO]
  3. Troubleshooting - Having issues with the system on a specific device
  4. Troubleshooting - If you think Collins is down, not loading or working as usual? - Troubleshooting Tips to action
  5. Troubleshooting - How to take a screenshot of the Console
  6. Troubleshooting - How to take a screenshot of the console [VIDEO]
  7. Troubleshooting - Something not looking right? Here's how you raise an issue with our team
  8. Troubleshooting - Why does my DesignMyNight page say: ‘We are currently not taking online bookings?’
  9. Collins Support - How to contact, knowledge resources and troubleshooting advice
  10. Daily usage - Dashboard - Service Status - where to check for issues within the system
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  26. Venue Settings - Testing your booking type rules [VIDEO]
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  33. Collins Pay/Auth - I’ve set up customer payments to automatically take a deposit at the point of booking but it’s not working
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  37. Collins Pay/Auth - The customer says they’ve been charged £1
  38. Collins Pay/Auth - Why am I not getting an alert in the Notification centre when a payment is made
  39. Collins Pay/Auth - Why doesn’t the payment record display any card details?
  40. Collins Pay/Auth - What happens if my customer emails me with their card details?
  41. Collins Pay/Auth - The customer can see on their app that payment has been taken, but we never received it?

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