Troubleshooting chat, notifications and cross-app messages
On this page
- Before you start
- A. The chat button is not visible
- B. A person is not found in the people list
- C. The "Linked apps" tab or the link icon is missing
- D. A message to another app is not delivered
- E. Reading the Linked apps screen
- F. A file is refused
- G. No notification (bell)
- H. Chat is slow, or "too many clients" / "connection pool" errors under heavy use
- Messages you may see
- Tips and FAQ
Use this page when the chat button is missing, a colleague cannot be found, a message does not arrive, or a message to the car park or restaurant shows a clock or a red warning. Work from the top; each step takes a minute.
Before you start
- Ask the user: which app (SunPMS, SunParking, SunPOS), which person, what the message shows (clock, one tick, red warning), and whether the other person is signed in with SunAuth.
- Remember the bell and the chat button are different: the bell needs no licence.
A. The chat button is not visible
Check in this order; the first "no" is the cause.
| # | Check | Fix |
|---|---|---|
| 1 | Did the user sign in through SunAuth (not a PIN)? The bell list then shows Chat is available when you sign in with your SunAuth account. A PIN-only login cannot send or read chat messages. | Sign in through SunAuth. |
| 2 | Does the property have the licence Team Chat? (owner: Property Setup > Licences) | The owner requests it, see Licences for chat. |
| 3 | Does the user's role have Access to Communication (chat) (262)? | Assign Transaction Privileges, then sign in again. |
| 4 | Is Chat is on for this property ticked (gear > Chat settings)? | Tick it and Save settings. |
| 5 | Did the user sign out and in after the change? Servers remember licence answers for about five minutes. | Wait or sign in again. |
| Result: the chat button appears next to the bell. |
B. A person is not found in the people list
- The person must be an active user of this property, with the chat privilege,. A user created or changed in the last minutes may take up to about 10 minutes to appear (the chat profile list refreshes by itself).
- Linked-app people appear only on the Linked apps tab, see section C.
C. The "Linked apps" tab or the link icon is missing
- Cross-app Chat licence on this app? (Licences)
- Privilege Cross-app Chat (264) on the role?
- Administrator: link icon > switch Chat with linked apps is on?
- Is any property linked? Parking Setting (SunPMS) or Setup > Integrations (SunParking) must show a link. The new-chat screen otherwise says No linked apps yet - link this property in the app settings (e.g. Parking Setting / Settings > Integrations).
- Click Refresh now on the Linked apps screen.
D. A message to another app is not delivered
Look at the mark next to the message.
| Mark | Cause | Fix |
|---|---|---|
| Clock (Waiting to be delivered to |
The other app is down or slow. | Nothing to do; it is retried at 5 s, 30 s, 2 min, 10 min, then hourly for 24 hours. Check the chip on Linked apps (see below). |
| Red warning (Not delivered to |
The other app refused it, or it gave up after 24 hours. | Find the reason on Linked apps > Delivery queue (the red line), fix it, click Retry. |
| One tick but the person says nothing arrived | Delivered to the other app; the person may not have the chat open, or has muted it. | Ask them to open the chat window. |
| Reasons shown in the error line and what to do: | ||
| Reason (what you read) | Cause | Fix |
| --- | --- | --- |
| Chat with linked apps is switched off for this property. / Chat with linked apps is switched off. | The switch is off in this app or the other one. | Administrator turns it on. |
| That property is not linked to this one. / The sender is not linked to this property. | The other app has no link back, or the link was removed. | Save the link in the other app's settings, then Refresh now on both sides. |
| Cross-app chat is not licensed. | The other app lacks Cross-app Chat. | Its owner requests it. |
| Unknown property. / Link not found. | A deleted or wrong link. | Refresh now; recreate the link. |
| Timeout / connection refused | The other API is down. | Wait; the queue resumes by itself. |
E. Reading the Linked apps screen
| Chip | Meaning | Action |
|---|---|---|
| OK | The other app answered. | None. |
| Unreachable | No answer. | Check the other app and the network; wait. |
| Refused | It answered "no". | Read the red line; check owner, licence, switch and link on the other side. |
| Counters: Failed or Gave up above zero means messages need Retry all or Discard. |
F. A file is refused
Maximum 10 MB (or the lower limit your administrator set), 5 files per message, 17 allowed types: png, jpg, jpeg, gif, webp, pdf, txt, csv, rtf, doc, docx, xls, xlsx, ppt, pptx, odt, ods. Programs, scripts, zip files and web pages are blocked (This file type is not allowed.). Convert to pdf or send a link.
G. No notification (bell)
- Click the bell to refresh; alerts older than 30 days are not listed.
- For restaurant charges: the restaurant must be linked and the charge must have been posted to a folio. Alerts go to the whole property.
- A PIN-only login sees an empty bell.
H. Chat is slow, or "too many clients" / "connection pool" errors under heavy use
Messages you may see
| Message (exact text) | Why it appears | What to do |
|---|---|---|
| Sign in with your SunAuth account to use chat. | PIN-only sign-in. | Sign in through SunAuth. |
| You are not a member of this conversation. | The user was removed from the group or does not match the channel rule. | Add the person (group) or fix the rule (channel). |
| You are not allowed to do that. | Missing privilege. | Assign the privilege. |
| Conversation not found. | The chat was purged or the link is stale. | Reload the window. |
| This conversation is archived. | Archived channel. | Restore it. |
The chat request could not be completed (). |
An unexpected chat code; the code is in brackets. | Give the code to support. |
| Complete list: Message catalogue: Communication. |
Tips and FAQ
- Q: Did the message arrive twice after Retry? A: No; every message has a unique id and is applied once.
- Q: How do I see what is queued without reading the text? A: Linked apps > Delivery queue shows type, sender, conversation and error but never the message text.