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Basic MyShopManager Troubleshooting Guide

Basic MyShopManager Troubleshooting Guide

Owned by Julianne Golemon
Last updated: May 05, 2022
12 min read

These are some of our more frequently encountered issues that are very easy to troubleshoot.

Now, there will always be exceptions and sometimes these fixes won’t work, just keep in mind that the general philosophy of PSS working on an issue is “Can it be solved in 10-15 minutes?” If you can fix it within 10-15 minutes then great, we can close the loop and solve it. If you cannot find the cause or answer within those 10-15 minutes then you can always escalate it to TSS.

Trouble Logging In to MyShopManager?

 

Input the email address and password you signed up with and click the green "Log In" button.

If they have forgotten their password they will need to click on “Forgotten Password” to receive an email which will allow them to reset it. We cannot view user’s passwords for security purposes. An admin password reset is only to be used when the Owner user for the shop is on the phone requesting it and as a very last resort. SOP is to always have them reset it themselves.

Redirected to the Registration page?

No need to register again. Confirm they're using the same email address and password that they signed up with. If so, have them clear the cache in their browser and try logging in again.  Redirecting to the registration page will usually only occur if they attempted to log in using the wrong email and the browser cache can cause the browser to “latch on” to that incorrect email until it is cleared.

 

Texts Going to the Wrong Number?

First you would go to the Customer Profile for the customer you need to view the phone numbers for. This can be done by clicking on their name where it appears in blue at the top of their conversation history from the messaging center or by navigating to it using the main search function (magnifying glass at the top right).

Once on the Customer Profile you will look to the right of the screen below the Customer Map to see the area for Phones. This will show all phone numbers listed for that profile.

Below the number itself is a check box for Enabled. If this is checked then the number is Active, if it is unchecked then the number is disabled/inactive. This does not remove/delete the number, it will still show on the customer profile for reference, but it will not be available to receive any text messages.

If the correct number for the customer is showing on the profile then simply uncheck the incorrect number and click Re-validate Phones. If the number has been entered in their POS but is not in MSM yet then we would need to run a sync before we can check/uncheck the numbers.

Re-validate Phones can also be used if a number on the profile is showing as a Landline but the shop says it is a Mobile. Click this button to see if the number simply did not pass the initial validation when it first came over in a sync. If it still shows as a Landline after clicking this button then the Type can be changed manually. The number must be labeled as a Mobile in order for it to be available for texting.

 

Clearing the Cache in the Browser

Clearing the cache in your browser can be a great step in troubleshooting things like difficulty logging in, loading errors, and loading delays. Clearing the cache in your browser WILL NOT erase your saved usernames or passwords but you may need to log back in to your current sessions afterwards.

Why does this help? Well, every time you visit a website there are little bits of temporary data that get stored in the cache of your browser for things like pictures and layouts. This helps those same things load faster when you open that site again. Over time these can add up which can make your browser slow down. Also, if a website does an update but your cache still has the previous site data then it may not load correctly.

Below are some basic instructions for clearing the cache in three of the most common browsers, you can also do a simple google search for the steps on how to clear the cache in a specific browser if it is not listed here or if you would like more details instructions.

In Chrome

At the top right of your browser window (next to the address bar) click on the 3 vertical dots to open the settings menu.

Click "More tools" and select Clear browsing data from the side menu.

Check the boxes next to "Cookies and other site data" and "Cached images and files," You can leave the box for “Browsing history” unchecked, then click Clear Data.

In Firefox

At the top right of your browser window (next to the address bar) click on the 3 lines to open the browser menu.

From that menu click on Settings and then click on Privacy & Security.

Under Cookies and Site Data click on Clear Data.

In Edge

At the top right of your browser window (next to the address bar) click on the 3 horizontal dots to open the settings menu and then select Settings.

Go to Privacy, search, and services, under Clear browsing data select Choose what to clear.

Choose a time range from the Time range drop-down menu.

Choose the types of data you want to clear. To clear the cache you will want to have “Cookies and other site data” and “Cached images and files” selected.

Select Clear now.

Why Didn’t This Campaign Go To This Customer?

One of the most simple yet informative pieces to help with troubleshooting in MyShopManager is the Delivery Reasons page for a campaign. First, click on Campaigns at the top of the screen, then select the campaign you are looking for under Text, Email, or Direct Mail.

For this example we’ll be using the After Visit Follow Up, so you would click on Delivery Reasons at the far right next to After Visit Follow Up.

This will open up the Delivery Reasons page for that specific campaign, from there you will need to enter the name of the customer you are wanting to check and then click on Show Delivery Reasons

It may take a moment to load but once it does it will show you every filter that the system when through while sending out that particular campaign. You will see the filters that can be set on the campaign edit screen plus global/automatic filters.

Highlighted in Red will be any items that the customer example “Failed”. Failed items will be filters that caused the campaign to not send out to them. Most of these are pretty self explanatory such as “Remove Unsubscribed”, “Remove Invalid Phone”, and “Remove Empty Names”. Other can take some more information like “Filter Service Reminders Needed”. Next to each item is text in blue that says “what’s this?”, if you click there it will pop up a short and basic description of what that filter does or what it was looking for.

From this page you can generally answer quite a bit of the campaign/customer specific questions we get asked such as “Why isn’t this campaign sending out to everybody?”, “Why didn’t this customer get an After Visit Follow Up?”, and “Who will this campaign NOT send to?”

How Do You See Which Campaigns Went To This Customer?

Being able to see what campaigns went to a specific customer can be useful when researching certain issues like “Why didn’t this customer get this?”, “They called in and mentioned we offered them 10% off, where is that from?” or “I saw a text go to a customer that said xyz but I had never seen it before, do you know which campaign it was?”

First you will go to the customer profile. Click on the magnifying glass icon at the top right, type in the customer’s name, and then select them from the listing.

From the customer profile scroll all the way down to the bottom. At the bottom of the page you will see Marketing History.

You can click between Area Mail, Direct Mail, Email, and Text Message to the right of this section in order to see the different types of campaigns. You will be able to see every campaign that was sent to that particular customer, when it was sent, and when new phone numbers or email addresses are added to the profile.

In addition to showing which campaigns were sent and to which numbers this will also log unsubscribes. They are not logged with a date/time stamp but they do show in sequence.

 

Dashboard Is On The Wrong Date?

We will often get reports of the MSM Dashboard being on the wrong date, new repair orders not showing up, the After Visit Follow Up text not going out, or 6/8/10/12 month follow up texts sending out to customers who were just there X amount of days ago.

All of these will generally indicate that the data is out of date or not syncing. The first step to troubleshooting data connectivity is to check the uploader log or the last sync.

First, click on Data at the top of the screen

This will open to the Data Sources page first. from the Data Sources page you will be able to tell if their Point Of Sale System has an uploader or if it is an online sync by the buttons that are available. If an uploader is available there will be a yellow uploader button next to the data source. If it is an online sync only then you will just see an Edit button and a Delete button.

 

 

If an uploader is available then you would click on the yellow button to open the uploader.

If an uploader is not available then you will need to check the data_health or alldata_online_sync slack channels to see the results of the previous sync and check for errors.

The uploader page will provide a lot of details regarding our connection with that shop including the date/time of our last connection, the name of the server computer, and when we last ran a full sync.

If the connection looks good (we’ve been connected recently and you’re not seeing any errors in the logs) then a good first step is to attempt to run a quick sync. This can be done just below the details section under where it says Syncing Tools.

First you will want to change Call Frequency to 3 by clicking in the box, typing in 3, and clicking the save button next to it. Then click on the Quick Sync toggle to start it. It can take up to 2-3 minutes on average for a quick sync to start but it will show you in the logs when it is running.

In some situations running a quick sync will be all that you need to do. In the event that the data does not look connected, you are seeing errors in the sync logs, or the quick sync does not resolve the problem then it will need to be worked further through Data Health troubleshooting and possibly ticketing. You will learn more on this next week in PSS and Data Health

This Picture/Video Won’t Send Through Text?

If a customer calls in and says that they are unable to send a picture through text first make sure they are following the steps in https://bolton-technology.atlassian.net/l/c/yN1V6Epr

Next, you will need to confirm what type of file the image is and the size of the file. We can only send files that are 2MB or less in size but it is recommended that you stay below 1MB to reduce lag/loading delays.

 

Video

Generally they will not be able to send a video via text because of the file size limit. In order for a video file to be less than 2MB it would need to be a clip that is 5 seconds or less and on a very old device with poor quality. Even short files/gifs will usually be 5MB or more and 30 second clips can be 50MB or more. For sending video files we generally recommend utilizing Inspections. There is no file size limit for Inspections and you can add multiple video files for different part of the vehicle. You can then text the customer a link to view their Inspection where they can view all the images and videos.

Picture

Now, let’s say that the image is a jpeg file that is only 10KB. That should send through no problem. To begin troubleshooting this you will need to send a test text, this can be done to your own cell phone or to the shop’s cell phone. Most shops will have a “testing profile” that they use in MyShopManager that already has a cell phone available on it for texting so always ask if they do before creating another profile. To create a testing profile you would do a manual text to a new number following these steps - https://myshopmanager.atlassian.net/wiki/spaces/SPT/pages/50331672 - if you are using your own cell phone for the test then you can put the customer name fields as “MSM Testing”.

Once that is set up send through a basic “Hi” text to make sure that goes through, then send a small picture by clicking on “Attach” (we usually suggest having a small snip of the MSM logo saved on your computer for this purpose).

If the testing image goes through then it was likely either a momentary network issue or a limitation with the cell phone they were attempting to send the first image to.

If the testing image did not go through then check Twilio Status to see if there is anything reported with Twilio’s connectivity.

If there is nothing showing on the Twilio status page then make a ticket with screenshots from your testing conversation.

How Do You Subscribe/Unsubscribe A Customer?

There are a couple of different ways to unsubscribe a customer from marketing within MyShopManager.

The first way is from the Messaging Center while you are reading text message conversations.

From the Messaging Center you can click the Unsubscribe button at the top of the Conversation panel, this will unsubscribe the customer from only Text Marketing.

You will only need to press this once, if you press the Unsubscribe button again it will re-enable text marketing for the customer

 

Another way to Unsubscribe a customer is from the Customer Profile itself.

First, click on the magnifying glass icon at the top right of your screen, then type the name of the customer in the search box and select them from the list that populates based on your search criteria.

Once you have clicked on their name it will open the Customer Profile. And the top left of the Customer Profile you will see the customer’s information and then check boxes for Postal, Email, and Text

If the boxes are checked then that means that marketing is enabled. To Unsubscribe the customer you would click the boxes to uncheck them. You can click on one or all three.

Please note, if the check boxes are not available and there is instead a notice that the customer is Unsubscribed From Point Of Sale then they will need to re-enable marketing in their point of sale for that customer before the check boxes may be used.

 

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