Troubleshooting guide for common issues

This document guides Global Administrators and other key IT / Facilities stakeholders to troubleshoot common issues that may be experienced by users.

Supplementary resources available:

Knowledgebase: https://knowledgebase.calven.com/
Email support@calven.com and provide relevant information including:
- Full name of user
- Email address (for login issues)
- Device type and model, mobile app version (for mobile issues)
- Time and date the issue was experienced
- Description of issue including screenshot or screen recording if possible

Issue	Symptom	Troubleshooting steps (prior to contacting Calven Support)
User can’t login on mobile (oops)	Oops error message when trying to login	Make sure user is in Calven SCIM provisioning app in Okta Check the correct email address is being used to access Calven Check if user can login on web app (app.calven.com)
User can’t login on mobile (missing initial state)	White screen - missing initial state This is an issue we have with Google Cloud which is being fixed in upcoming work.	Don’t attempt to delete and reinstall the app - it won’t help and negatively impacts our ability to review user logs Swipe the app away and restart it Ask user to try to login again, it should work on the next open attempt
‘No internet connection’ error message on mobile	No internet connection screen shows up and can’t proceed from here (this is not always an internet connection issue)	This will only appear if the device does not have any Internet connection
Spinning Wheel on mobile	Spinning wheel on home screen	Don’t attempt to delete and reinstall the app - it won’t help and negatively impacts our ability to review user logs Android: clear the cache & data from the Calven App settings iOS: swipe the app away and restart it
Strange app experiences	e.g. Blank building pass / map not loading / data missing	Ensure user is on the latest version of the app
Not receiving push notifications	User is not receiving standard daily notification	Check Calven app Settings and notifications are enabled.
Frequent sign-out on mobile when near the same physical location	User may be connecting to a wifi network stored in phone (such as cafe, building lobby) and failing to authenticate; this can result in unexpected sign-out	Remove the necessary wifi network(s) from phone wifi settings, or turn off auto-join iPhone: Settings --> WiFi --> Edit --> either delete unfamiliar/old known networks, or click i and turn off auto-join Android: Settings --> Connections or Network & Internet --> Wi-Fi or Internet --> navigate to the Settings menu of the network you want to forget.
Media/Music stops on Android device	Opening Calven app results in media/music stopped playing	Settings within mobile app: set connection feedback to 'Vibration only' or 'None' in Calven Mobile ID settings, otherwise it'll stop media every time you open Calven app
Desk booking has disappeared	User initially saw an upcoming desk booking and it’s now disappeared	Ask user if they changed status to Remote / Away for the day in question (this means the desk was cleared at this moment), and then changed again to Office (original desk may be assigned to other user in the interim) Check with user if they released the desk by clicking the X on the homescreen
Access pass not working	Not being able to scan in within the tenancy, or at lift; Mobile Access Pass showing red error	Ensure user is on the latest version of the app Swipe the app away and restart it. Don’t attempt to delete and reinstall the app - it won’t help and negatively impacts our ability to review user logs Check the following settings on the user’s device: Bluetooth is enabled / Location set to Allow / Nearby devices set to Allow Login to the HID Portal and Integriti portals to check the user credentials have passed through to the user profile. This step ensures the employee can access doors within the tenancy. For issues where user can’t get into the lift, it could also be a base building access issue. Check that they have credentials in the HID portal, and then check that Reception has updated the base building system manually.
Presence green tick isn’t showing for some users	Green tick doesn’t display against user profile or on floorplan	Check access control logs being transmitted to Calven: ensure email address matches Calven record and timestamp in correct UTC format
Catering / coffee issues	Printer is not printing	Check the iPad is connected to the internet Restart the printer, after 20 seconds it will print the IP configuration Check the Calven iPad App settings to make sure IP matches, if not then re-enter the new IP