Use this link to share with your colleagues:
How to Deal with Virtual Event Emergencies: https://help.pm.leapevent.tech/a/1633615
Are you getting ready for or in the middle of a Virtual Event and encountering an emergency?
We've got your back! Click on the link below that matches up with what you're experiencing:
Are you getting an error message? Check our All About Errors article to see what to do.
We can't access Salesforce
First, try restarting your computer to see if that allows you to log in.
- If that doesn’t work, try going to another website to see if it loads. If the other website doesn’t load, or if it loads slowly, troubleshoot your internet connection or reset your router to fix your internet connection.
Want to check your internet speed to see if that’s the issue? Try speedtest.net or testmy.net.
- Try logging into PatronManager using another recommended browser.
Recommended browsers include Google Chrome, Firefox, and Safari. Some users have found that Microsoft Edge works too.
- Try using a different network to connect to the internet.
- If you’re still unable to log in and have only tried one user, try having another user log in.
- If you’ve only tried one computer, try all available computers to attempt to log in.
- If all users at all workstations are unable to access PatronManager, or if the system performance is degraded significantly, there may be a Salesforce outage or service interruption.
- You can check if there's a Salesforce performance interruption for your server using the Salesforce Trust Status. You can use the Quick Find search to look for your server, and click into it to find more information.
- Salesforce treats system interruptions with the highest urgency, and will be working diligently to resolve the issue as swiftly as possible. You can check back on that issue report for updates, but in any case, you should immediately read on to keep your operations going using alternative methods.
- If you don’t know your server, then you won’t be able to keep up on Salesforce’s progress on resolving the issue, but read on and get solutions in place.
If you're running a live stream or video-on-demand from PatronManager, these capabilities should still work if there's a Salesforce outage.
You may not be able to access the Control Panel to enable or disable the chat on your end, and patrons who click the link to join late may be unable to join the stream.
A Salesforce outage will also prevent you from processing payments, so use spreadsheets to take patron information.
We recommend taking contact information down for patrons. Then you can contact them later and process the Ticket Orders with payment information over the phone, much like you would with other phone orders.
After the event and once you're able to access PatronManager again, you can input the data into PatronManager.
We can't process credit card payments
If your BBPOS WisePOS E isn't working, try going through the troubleshooting steps linked here.
If that still doesn't work, you can use Keyed Entry instead to take payments, as if you were entering a phone or mail order.
Error: Invalid Access Code
If patrons contact you and say that when they try to join your stream they receive an Invalid Access Code error message, make sure the URL you've provided for your external livestream is correct.
If this doesn't work, run a CRM snapshot for ticket buyers and send an alternative viewing link.
Our patrons' viewing links aren't working
Run a CRM snapshot for ticket buyers and send an alternative viewing link.
If you don't have an alternative viewing link, send a Cancellation Email and reschedule with your patrons.
Our events aren't showing up for sale
Go through our steps to make sure everything is set up properly.
If the steps do not make the event available for sale, you can take orders from your Box Office using the PatronManager Box Office (PMBO). If your PTS is still accessible, you can tell your patrons to call your Box Office instead of using the PTS by adding language to your landing page with instructions to call you instead.
If you’re only taking contact information down for patrons, you can contact them later and process the Ticket Orders with payment information over the phone, much like you would with other phone orders.
After the event and once you're able to access process payments again, you can input the data into PatronManager.
Is your PTS displaying a "This page is obsolete" error? You'll need to secure your PTS by following these instructions.
We don't have internet
If you're running a video-on-demand event and already have your content uploaded, this will not affect your patrons' ability to view your event.
If this is for a livestream, find the nearest Wi-Fi or hotspot and send a Cancellation Email with your backup plan.
The emergency is over!
Once your event and the emergency is over, hop on over to our Preparing for Emergencies article to help be even better prepared the next time the unexpected occurs.