Troubleshoot

  • Error Message/Troubleshooting

  • Problem: After form submission, data doesn't show up in FastGem.

    Problem: After form submission, data doesn't show up in FastGem.

    Resolution: 

    1. Login into FastGem Admin. 

    2. Click on the FastGem Diamond in the upper, left hand corner of the screen. 


    3. Click on 'Form Management.'


    4. Scroll to the correct order form title and Click on it. 


    .5. Scroll to the very bottom of the following page and take note of the AUTH key. DO NOT MAKE ANY CHANGES! You will need this information to compare on the following steps. 


    6.  Click on 'Save & Close' 


    7. Click on the FastGem Diamond icon in the upper, left hand corner of the screen. 


    8. Click 'Config' 


    9. Click on the 'Integration' Tab & Compare the AUTH key on this page to the AUTH key located in form management. These keys must match in order for the submission forms to work properly. 



  • Problem: Override/Downline amount in Payroll is '$0'

    Problem:Override/Downline amount in Payroll is '$0'

    Resolution (1 of 2)

    1. Login to Admin FastGem. Click on 'Users' tab at top of screen. Click on 'Manage'. 

    2. Find user name in which Override/downline is assigned to. Click on name link. 

    3. Click on 'Fast Gem' tab on following page. 

    4. Scroll to 'Viewable Sales Reps.' (where the arrow is pointing)  Be sure original sales rep responsible for the sale is added to the area inside of circle. 

    5. Click on Save and Close.
       
    6. Confirm resolution of problem in FastGem (Front end) Payroll section. 

     

    Resolution (2 of 2): 

    1. In Payroll section, click on the rep record for the sales rep responsible for the main commission on the account. 

    Click on 'Edit' button. Scroll to the appropriate package name assigned to the sale. 

    View columns to the right of the consistent package name. Click into box underneath 'OVER/DOVER' (High, Low, Med), and type in the correct amount of override/Downline that sales leader should receive for this credit risk/package. 

    Click. Save. Click 'Payroll' tab. Refresh. Confirm problem is resolved. Proceed. 

     

     

     

  • Resetting Passwords

    YOU MUST BE AN INTERNAL USER WITH ADMIN AND MANAGE USERS PERMISSIONS ENABLED TO ACCESS THIS FEATURE! 

    • Login to Back end (ADMIN) FastGem. 
    • Click on 'Users' in the tool bar at the top of your screen, and then, click on 'Manage'. 
    • Click on the name of the user whose password you need to reset. (George Jones will be used as an example
    • Click into the field labeled 'Password' and type in the NEW password. Then, retype to match in the 'Retype password' field. Be sure the 'Require Password Reset' is toggled to 'Yes' & click 'Save.' or 'Save&Close'. User/Rep will receive an e-mail prompting them to login with the new password and reset to a password they will remember. 
  • TROUBLESHOOT: 2 rep records created for 1 single user (under construction)

    There can only be 1 rep record for each user onboarded into FastGem & everything function properly. If a second record is accidentally or somehow created in the system, the following steps will need to be taken for troubleshooting and resolving. 

    Login to backend (FastGem ADMIN). Click on 'Reps' on the list of System options. 

     

     

    Find the duplicate record that was created. 

     

    Check that user's box and click on 'DELETE' at the top of the screen.

     

  • TROUBLESHOOT: Information not transferring from the form to the Submission data.

    YOU MUST BE AN INTERNAL USER WITH ADMIN PERMISSION ENABLED TO ACCESS THIS FEATURE! 

    1. From the 'Submissions' tab in Frontend, click into the submission you're needing to edit & expand 'Submission Data' at the top of the screen. Now, scroll to the bottom of the screen and expand the 'Raw Data'. 

    2. Using both expansions, carefully browse through the Submission data & the raw data- Comparing what information is not showing in Submission to what IS present in the raw data. When you become aware of what is missing, move to the next step. 
    3. On the left hand side of the 'Raw Data' line that you are looking at, copy the text code (not the :)  which consists with whatever it is you're looking at. (You will need this copied to your clipboard for the upcoming steps) 

    ***OPEN A SEPARATE TAB IN YOUR BROWSER AND LOGIN TO BACKEND (ADMIN) FASTGEM.  KEEP THE FIRST TAB OPEN, AS YOU WILL NEED TO CLICK BACK AND FORTH TO COMPARE. 

    1. Click on 'Config'. 
    2. Click on the horizontal tab titled 'SUBMISSION DATA'. 
    3. Click the 'CLICK TO EDIT' button. 

    ***IF YOU SCROLL THE BOX, YOU WILL SEE DISPLAY, TYPE, & INPUT VALUES. THE DISPLAY IS THE NAME OF THE FIELD VALUE LISTED IN THE ORDER IT SHOWS ON THE ORDER FORM. THE TYPE IS THE TYPE OF VALUE IT IS, AND THE VALUE IS THE TEXT THAT  YOU WERE INSTRUCTED TO COPY IN THE FIRST SET OF DIRECTIONS. 

    1. Scroll until you find the proper Display Value name, and then, click and expand the box of TYPE of values for that Display. Scroll to the end of the list of values in that box. Insert a 'comma (,)' (NO SPACES) and then paste the value you copied from the front end's list of raw data.
    2. Be sure and set the 'type' of value to the correct selection. If the value in raw data has brackets ( [ ] ) around it, be sure and select 'ARRAY' as the type. For the type of value we used in this example, you will choose 'FORM' as the type. 
    3. Continue doing this for each missing value until you are finished adding missing information. 
    4. Click 'Done' in the Submission Data Box in ADMIN when you are finished.
       
    5. Click the green 'Save' icon at the top left of the screen. All done.