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, 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 laptop

  • 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.

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