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:

  • Clear your browser history

  • Clear the cache on your device

  • Check to see that there are no extensions in your browser that would affect Collins (especially in Chrome)

Then, if you're finding that it's still the same, please us the 'Report An Issue' button(bottom right of every page when logged into Collins), giving 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.

How to do this:

  • On the page when it's happening, right click

  • Click "inspect element"

  • You'll see a screen with lots of code on it (dont panic!)

  • In the top panel of this new split screen click on "console"

  • Drag the panel up so it covers your whole screen and take a screen shot of what is in the console section

  • Send that to us. That is essentially an error report in code on what is breaking on that specific computer.

Troubleshooting

  1. How Do I Clear My Browser History/Cache?
  2. Having issues with the system on a specific device
  3. So you think Collins is down, not loading or not working as usual?
  4. How to take a screenshot of the Console
  5. Dashboard - Collins doesn’t appear to be working as usual. Is there something happening?
  6. Collins seems really slow today
  7. How to Raise a Ticket
  8. Collins Spec Sheet
  9. Collins Supported Browsers
  10. It Says: “This Booking Is Out of Date. Refresh”
  11. Customer is unable to access the Menus, can I reopen the Pre-order link?
  12. I’m trying to add items to my menus but they’re not appearing in the Pre Orders drop down list
  13. The time on my Diary view does not start on the hour
  14. How do I unauthenticate a card?
  15. I’ve Set Up Customer Payments To Automatically Take a Deposit at the Point of Booking But it’s Not Working
  16. When entering their card details, a customer has received an incorrect postcode message but they’re saying it’s correct. What do we do?
  17. My emails to customers keep bouncing! What can I do so they deliver?
  18. Collins Pay - Refunding a customer when they have a new bank card
  19. Our confirmation emails are not being received!
  20. Attachments are not opening on the customer’s side
  21. Customer Payments - Customer is saying they have been charged twice. How do I check this?
  22. The customer says they’ve been charged £1
  23. Bookings are closed on the widget but I don’t know why?
  24. How to remove a booking from the waitlist
  25. Why am I not getting a notification when a payment is made
  26. Why does my DesignMyNight page say we are currently not taking online bookings?
  27. Why are not all my labels showing?
  28. Pre-order link says 'This booking is not eligible for pre-orders.'
  29. Why doesn’t the payment record display any card details?

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