Troubleshooting

This section documents some common issues and solutions.

I don't see the checkbox to enable a Call for Help Display as a QR code

Your store may not be licensed for Digital Call Buttons. Contact SYNQ Support and we can assist you.

I didn't get a Teams notification after testing a QR code

• Check that you're signed into Microsoft Teams and have access to the channel.
• Confirm that the QR display is active and correctly configured to the right Teams channel.
• Ensure you haven't muted notifications for the Teams channel.

I claimed a request but it disappeared

• It may have already been claimed by another associate – check the Teams channel for activity.
• If the issue repeats, check the request expiry settings MyStore > Call for Help > Settings > Request Expiry to verify requests aren't expiring too quickly.

A QR code scans, but leads to an error or blank screen

• Verify that the URL that the QR code opens is actually a SYNQ Call for Help URL. The URL should look something like https://callforhelp.synqtech.com/callforhelp/v1/display/CFH.<random-value>.

• The Digital Call Button display may not be enabled for QR code use.

  1. Go to MyStore > Call for Help > Settings > Call for Help Displays
  2. Click the ⋮ menu on the desired display and select Edit
  3. Ensure that Enable QR Code is checked.

Escalation alerts aren't triggering

• Check that escalations are enabled.
  1. Go to MyStore > Call for Help > Settings > Escalation Notifications
  2. Confirm that escalations are enabled and verify the number of minutes before expiry.
• Check which channel escalations are sent to.
  1. Go to MyStore > Call for Help > Settings > Call for Help Displays
  2. Click the ⋮ menu on the display and select Edit
  3. Verify which Escalations Channel is selected
  4. Check in Microsoft Teams that you (or your staff) are a member of the team containing the selected Escalations Channel, that the channel is visible, and that notifications are enabled for that channel.