Handling issues which arise with AD’s and Accountants when using Paperless Payments
Last updated over 4 years ago
This is to help:
support staff and bookers at The Casting Collective = CC
handle issues with the Paperless Payments system = PP
when dealing with ADs and Accounts = User / Users
The hope is that this will help CC to aid Users through their issues and offer up suggestions to help them fix things. That said, there will be situations and things that happen that CC can’t fix and in those situations, CC should contact BM support. This doc will also help for those situations in making sure as many details as possible are gathered to hand onto BM
Overview
“Standard” web apps rely on database storage which exists in the cloud. Because PP has an offline component there is an extra level of complexity because there is also a database which is specific to the User and their browser.
This complexity can mean that there are issues which can arise which are specific to the User and not replicable by CC. Examples of these issues can include not being able to sign Artistes in or out (the buttons will appear to stop working) or perhaps being shown a “Page cannot be displayed” error when the User tries to access an open day.
Not all issues will be caused by this added complexity but some will be. Part of the process will be to try and determine what the issue is. Some of the below may all sound a bit basic especially if someone is stressed or annoyed but having the answers to these questions will speed up the resolution of their problem.
Initial questions
What are you trying to do when you have the issue? - This is to determine whether the issue is system-wide or on a specific part of the system. Talk it through with them so that you understand what it is they are trying to do. Try and summarise this in one line e.g. “On an open day, when I try to click the “sign-in” button for Artistes - nothing happens” and double-check with them that your understanding is correct
What do you see or what happens when you run into the issue? - Do they see an error message? If so what does the error message say (a screenshot will be best or otherwise get them to copy and paste it into an email)
What device & browser are you using? - At its simplest something like “Safari on my mac”, “Chrome on my phone”. Where possible try to get more details - if they say it’s on their “laptop” try to determine if it’s an Apple Mac or a PC
At this point, you will want to check to see if you can replicate the issue they are having by logging in as them. Sometimes their problem may just be a misunderstanding of how things should work, other times it will be that something is broken.
If the issue is related to the local database you should have determined two things:
The issue occurs when doing something on an Open day
You can’t replicate the issue
If either of the above isn’t the case then contact BM Support (support@brightmachine.co.uk) with as many details as possible e.g.
User and project details
Summary of the issue, where on the system it occurs and what happens or what you see
Does this happen for all users? (login as another User and check)
Otherwise, carry on below.
Possible solutions
Reset the local database
This can be relevant for any browser or device and because it’s the easiest to explain and do probably the first thing to try at this point.
And click the button the reset and then the confirmation in the pop-up which appears.
Get them to re-test things and see if this fixes the issue.
Clearing the cache (Firefox)
Sometimes an issue is caused by a known issue with the Firefox browser. Some examples we’ve come across is where the User sees a “Page not found” error when trying to visit an open day or they try to update something (i.e. sign someone in) and the action doesn’t register. It’s possible there are other things which can occur. Get the User to follow these steps
This is how to clear cache when the User is using the Firefox browser
1. Open up your history
2. Type paperless.castingcollective.net into the search box
3. Right-click on the first result and click “Forget About This Site”
4. After you've done that, can you try visiting https://paperless.castingcollective.net/ again and logging in? Firefox will no longer remember your password if you had previously saved it.
Clearing the cache (Safari)
There is a related issue which can sometimes occur in Safari
This is how to clear cache when the User is using the Safari browser
1. Open the Preferences window
2. Click the Privacy tab and then click “Manage Website Data…”
3. Search for castingtcollective.net and then click “Remove” (not Remove All)
4. Once this is complete, you will need to log back into Paperless Payments.
1. Open preferences in Chrome (Chrome » Preferences) 2. Click 'Privacy and security' 3. Click 'Cookies and other site data' 4. Click 'See all cookies and site data' 5. Type 'paperless.castingcollective.net' into the search box 6. Hit the icon that looks like a bin
