Troubleshooting

Below are some issues you may run into when setting up and managing your BioTrack integration. For each instance, the steps to rectify the issue are provided here!

Information has stopped syncing from the integration

There are many reasons why one or all of the integrations syncs would stop working. The following steps can be taken to fix the issue:

  1. Make sure the integration configuration is Active. If this box is not marked, Blackbird will pause sharing data with BioTrack.

  2. Ensure the correct functionality is enabled. For example, if the product sync functionality is not enabled there will be no product updates through the integration. To confirm if a sync is enabled, navigate to the BioTrack Integration config and check the syncs at the bottom.

  3. Check the integration Activity Log. This can confirm that the syncs are not working and will provide further detail into the error or problem.

  4. Ensure the BioTrack Agent is running on your computer.

  5. If none of these are the problem, please reach out to Blackbird Support with examples of the inventory in question, what room it is in and what you are expecting to see happening.

Inventory coming through the integration is incorrect

  • Inventory is coming through the integration that is not available for sale in BioTrack.

  • Inventory that should be available is not pulling through the integration.

  1. Has it been 5 minutes since the inventory was added to BioTrack? The product sync runs every five minutes, so if this inventory was just created or updated in BioTrack, it might take a few more minutes to see it come through to Blackbird.

  2. Check the integration activity log to ensure the product sync has been happening successfully. If there are errors in the activity log, this is likely the problem.

  3. Confirm the Room IDs correspond to the actual inventory rooms you expect inventory to pull from.

  4. If none of these are the problem, please reach out to Blackbird Support with examples of the inventory in question, what room it is in and what you are expecting to see happening.

We are not receiving online order notifications

  1. Confirm that you have added a valid email address to the order notification field in the integration configuration. If there is no email address, you can fix the issue by adding one!

  2. If none of these are the problem, please reach out to Blackbird Support with the email address that should be receiving notifications.

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