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Module is Down

Owned by Dario Garay (Unlicensed)
Sept 09, 2021

Problem

A Concierge module or function is not working properly (e.g., Black Book, Assisted Selling, Planner, Suspend Transaction).

Solution

  1. Check the Concierge Status page to ensure no systems are down. If a system is down, it will show "Down" next to the corresponding system. See example.

    Note: If a Mad Mobile system is down, we have been notified and are actively working to resolve the issue. Regular incident status updates will be posted on the status page.

  2. Ensure other Concierge modules are working.

  3. If you have used an On-Premise Agent to implement Concierge, see the /wiki/spaces/MCS/pages/21037084 procedures to confirm the agent is operational. If the Agent is down, submit a support ticket.

  4. Ensure that the third-party system supplying the data to the affected module is operational. If the third-party system is down, follow your internal procedures to resolve any issues.

  5. If all systems are operational and the issue hasn't been resolved by performing the above steps, Submit a support ticket.