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Troubleshooting your Spektrix System

Dave Carr
Dave Carr
  • Updated

This article is about Troubleshooting your Spektrix system. You’ll find links to troubleshooting articles as well as information about what to check if you experience issues using your system.

We’ll give you information on some of the most common errors, along with guidance on what you can do before you contact Support.

 

Troubleshooting topics

On the Support Centre we have lots of articles on troubleshooting. Choose the area of the system you’re looking for help on from the list below:

PIN Pads and Chip Readers

Printers

Ticket Scanners

Alternatively, click on the type of error you are experiencing below:

 

Information to provide when contacting Support

If you are experiencing an issue and there are no updates on the Spektrix Status Page then contact Support. A specific issue might be present on your system and we'll need to investigate this.

When issues occur, it’s helpful for you to be as specific as possible in letting us know about them. Follow these steps before contacting Support. This will help us to identify what’s happening:

  • Make notes of what action prompted the issue to occur, for example, clicking on a particular button within an interface.
  • If the system is running slow, make a note of whether this is happening in particular interfaces or when performing specific tasks such as running Reports.
  • If you see an error message (not including the green error screen), take a screenshot of the message and include the exact date and time the error appeared.
  • If you can reproduce the issue then record the steps that you take leading up to the issue.

If the issue is taking place outside of the system, such as on your website, then the above guidelines for logging information are all still applicable. You can help further by providing additional information:

  • The browser in use and the version of that browser
  • The device in use (PC, phone, tablet etc)
  • The operating system of the device

You can find out this information by going to My Support Details. This will take you to a page where details relating to your setup are displayed:

Saving screenshots of this page and including them in your email helps us determine if a pattern is occurring and if they are being experienced by more than one system, User or Customer.

If your Customers also experience issues, it’s helpful if you can ask them for as much information as possible. This kind of information helps us to investigate and resolve any issues as quickly as possible.

 

Spektrix Status Page

You can keep up to date on Spektrix’s system status by visiting the Spektrix Status Page.

You can subscribe to updates and get email, text message or webhook notifications when Spektrix creates, updates or resolves an incident:

 

I cannot access Spektrix

If you can’t access Spektrix, this could be due to a number of reasons:

 

My system is running slowly

There may be a number of reasons why your Spektrix System is running slowly.

If your Spektrix system is running slow, check the Spektrix Status Page. If there is an issue with the system that affects all users, this will be added to the status page. If there are no updates, the slowness may be limited to just your system.

If the slowness is related to your system, you should speak to your I.T team. They should help you establish if there’s any slowness on your network that could be affecting your use of Spektrix. If you notice that other websites are slow to load, then this is likely to be an issue with your network and your I.T team should be able to resolve this.

If Spektrix is running slowly, you can perform diagnostics by following these steps:

  • While using Spektrix, press F12 to open up developer options for your browser
  • Click Network
  • You’ll see a list of actions and the time these actions take.

Try performing the following actions:

  • Move from the Sales Interface to another interface, for example Admin or Insights & Mailings
  • Search for a Customer and add them to the Basket/Cart
  • Search for an Event and add Tickets to the Basket/Cart

Note how long each action takes. You’ll see a time in milliseconds (ms), write down the action you're performing and the time in milliseconds.

You can also test speed by running a traceroute test. This test will display how long it takes your computer to communicate with Spektrix and will help to locate any points of slowness or failure in between your organisation and your Spektrix system.

  • To run a traceroute test on your PC, follow these steps:

    • Click the Windows/Start button in your taskbar and type CMD to bring up the Command Prompt.
    • Type in tracert system.spektrix.com
    • Press Enter

    The test may take around 30 seconds to complete.


    Once the test has finished running, take a screenshot and contact Support, following the steps in Information to provide when contacting Support.

  • To run a traceroute test on your Mac, follow these steps:

    • Open Spotlight on macOS by pressing the Command + Space keys.
    • Type in Terminal and press Enter
    • In the Terminal window that appears, type traceroute system.spektrix.com
    • Press Enter

    The test may take around 30 seconds to complete.


    Once the test has finished running, take a screenshot and contact Support, following the steps in Information to provide when contacting Support.

 

Green error Screens

When using Spektrix, you may occasionally see a green error screen:

 

The error screen prevents you from proceeding any further. When you see a green error screen, you won’t see any information about what caused the error, however our Support Teams will be able to find the error by looking at your system logs. 

Before contacting Support, try and troubleshoot the error yourself by reading the next section.

 

How to troubleshoot the green error screen

If you see this screen, the first thing you should do is press the back button on your internet browser. This will take you back to the task you were performing before the error occurred.

Continue what you were doing before you saw the error screen. If you still get the error, try clearing your cache and cookies on your browser by pressing Ctrl+Shift+Delete and then select the option to clear or delete your cache and cookies depending on your browser.

Clearing your cache and cookies should resolve the error, if it doesn’t, contact Support. Read What information to provide when contacting Support before getting in touch with Support.


Report Errors

When you run a report, you may see a box at the top-right of the screen showing a red error or No Data.

I get an error when running Reports

A red error indicates an issue with the Report:

You may be running a Report that relies on a data field that has since been renamed or deleted, for example a Tag, or the template that the Report is built on may have become corrupt.

Click the red X to clear the report log from your screen and run the report as an Excel, a CSV or raw XML data file type.  If there is a problem with the template the Report is built on, you may still be able to run the Report using one of the other file types.

If you’re able to run the Report using a different file type, contact Support as there may be an issue with the template the Report is built on.

You may see an additional error message:

Follow the instructions in the message, if you can’t resolve the error yourself, contact Support.

 

I get a No Data message when running Reports

If your Report displays a No Data message, click the red X to clear the report log from your screen.

Check the Criteria Set you’re using and the range of data you’re reporting on. For example, you may have run a Report to check for Instances within a date range where there were no Events. Try changing your criteria and run the Report again.

If you still see a No Data message, contact Support.

 

My Reports are running slowly

If you notice that one of your Reports is running slow, try running another Report and compare the time it takes.

If all Reports run slowly, check the Spektrix Status page. If you can’t see your issue there, contact Support who’ll investigate. If just one Report is affected, check the criteria set you’re running the Report against. If the Criteria Set you’re running, for example, date range, is too large then your Report may take longer than normal to run due to the large amount of data that’s needed to display in the Report.

If you’ve changed your Criteria Set to return a smaller amount of data in your Report and you still experience slowness, check the Spektrix Status page. If you can’t see your issue there, read Information to provide when contacting Support before getting in touch with Support.

 

Transaction errors

My Basket/Cart won’t balance

A Basket/Cart must be balanced before you can confirm an Order. This means the amount to pay or refund should be zero.

If you can’t confirm an Order because the Basket/Cart is out of balance, read Balancing the Basket/Cart for more information.

 

I can’t cancel a Payment/Refund

You might need to cancel a payment or refund if you’ve used the incorrect payment or refund type.

Certain Payment Types cannot be cancelled, you’ll need to balance the Basket/Cart to confirm the Order or Refund.

To learn more, read Cancelling Payments and Refunds in the Basket/Cart.

 

I can’t take a Card Payment

If you’re unable to take a Card Payment, this may be due to the following reasons:

If the issue you’re experiencing isn’t mentioned above, check the Spektrix Status Page for any payment issues before contacting Support.

 

Open transaction errors

If you experience a green screen error when clicking on Open Transactions or any transactions within the Open Transactions section, read Information to provide when contacting Support before getting in touch with Support.

 

Editing Orders in Group Mode

You may experience an error when editing an Order in Group Mode. When you edit a Group Booking, all the Tickets are returned to the Basket/Cart which increases the number of Transaction Items in the Order.

To edit an Order in group mode, ungroup the Order by clicking Ungroup tickets. You can then make changes to your Order:

 

Customer List errors

If you see an error updating count, or can’t run a Customer List, check the Segments in your Customer List.

If any of your Segments use a Tag, Attribute or Contact Preference which has been deleted, the Customer List won’t run. 

To resolve this, you can create a new Contact Preference with the same name, however this will not reinstate any historic data. Contact our Support team who may be able to reinstate the Contact Preference and the historical data.

 

Integrated email errors

If you experience any issues sending Integrated Emails first check the Dotdigital status page for any known issues with the service.

Next, check if any Tags synced to Dotdigital are greater than than 16 characters. If one or more Tag is over the limit, no data will sync. If your Tag is more than 16 characters, you’ll need to edit the Tag.

If you’re still experiencing issues, read Information to provide when contacting Support before getting in touch with Support.

Read Troubleshooting why emails don’t send for more information.

 

System Email Delivery

System emails are automatically generated as part of a transaction, or a request for information. All Spektrix system emails are sent through Mailgun, a third party email delivery system. You won’t see these emails in Spektrix, or anywhere else.

Read Improving System Email Delivery if you receive any queries on the following:

  • Customers who haven’t received their Print at Home/E-Tickets by email
  • Colleagues, Promoters or external organisations who haven’t received a Scheduled Report

This article should give you the information and resources you need to troubleshoot your Spektrix system.