Users can troubleshoot polling on the Poll Status page.

• Note: If you do not have access to the Poll Status page, please contact your Superadmins for assistance.

Troubleshooting Polling is usually resolved from the POS. However, if you need to reach out to Support, please include this information in your ticket request:

• Polling error type 
• Dates impacted 
• Data type impacted 
• Repolling status 

Determining the Type of Error 

The 'Status' column will indicate the status of the polling for each location per DOB. 

• Note: The status displayed will determine if the date of business was not polled or if there was an error in the import.  

When communicating with our Support team please include the icons that were present before and after repolling. 

Status Icons 

Status icons include:

• Not Polled - The location was not polled on this day, and Radar was not in contact with the POS. Most likely the polling connection will need to be reestablished and the day/location will need to be manually repolled
• No Data/Missing Data - Radar was in contact with the POS, however, no data was provided. Most likely the data will need to be re-populated by the POS and the day/location will need to be manually repolled
• Import Error - Radar was in contact with the POS, however, there was an error in the Import. Most likely the polling connection will need to be reestablished and the day/location will need to be manually repolled
• Invalid Data Received - Radar was in contact with the POS, however, the data provided was in the incorrect format or had the wrong date. Most likely the data will need to be re-populated by the POS and the day/location will need to be manually repolled
• Imported Successfully- Radar was in contact with the POS and the location was successfully polled for one or more data types
  • Note: If data is missing for Sale or Labor, but the icon on the poll status page is successful you will need to determine if all data or only partial data was polled. If no data was missing, but the data has discrepancies polling is functioning properly.

Determining Dates & Data Types Impacted 

Determining the dates and what data types are impacted is performed on the Missing Data Page. 

The missing data page will display 30 days from the selected DOB. Any days missing data will be marked with a.  

Sales, Labor, and Speed of Service are all displayed separately. To view each data type, use the drop-down and then select 'Show'.  

• Note: the days and all data types that are impacted. Reminder: Sales data is polled by the single DOB and labor is polled for a rolling 21 days.   

Repolling 

Often a simple repolling of the location and DOB with the polling issue will resolve missing or incorrect data. To ask Radar to re-poll a location for a specific DOB use the blue arrow icon. For more information about issuing a repoll command.

IMPORTANT NOTE: CAUTION Micros POS Locations! The Micros POS typically only stores check level details for 14 days. Issuing a repoll command will pull in the current data in the POS. If the check level detail is not present in Micros the existing Radar check level detail will be overwritten with 'no data' – essentially deleting it.  

No Repoll Icon Present 

If the location being polled is using External Data Polling,  jump to 'Troubleshooting External Data Polling' below. For additional reasons why the Repoll Icon is missing please see the 'How do I repoll data?' FAQ.

Repoll Issued

Once the repoll command is issued, the Pending Request detail box will update. This ETA is the next expected communication time between Radar and the POS. Please note, the data import may take a few minutes after this time has elapsed.  

If this number is negative, or if the repolling does not resolve the missing data there is a connection issue, and polling will need to be re-established.  

Reestablishing Polling 

The steps to reestablish the polling will depend on the POS and the polling type being used. Please see these icons to learn what type of polling is used for your POS.  

Reestablishing Installed Polling 

Installed polling relates to the following POS Systems:

For Radar’s Installed Polling software these are the most common causes of polling issues.  

• POS was turned off or lost power
• POS admin password changed

In both cases, the polling software needs to be restarted.  

Restarting Installed Software

A - You may see the Ctuit polling icon on your desktop. (Black C with a yellow outline)  

• Right-click and choose 'Run As Administrator'

B - Look for a folder on your C: Drive Labeled 'Ctuit' or 'CtuitLauncher46' 

• In the folder find the C, Green C, or file C2 Launch.  
• Right-click and choose 'Run As Administrator' 

BEFORE Restart 

AFTER Restart 

If the problems persist, please submit a case to Support for assistance. Please include this information in your ticket request

• Polling error type 
• Dates impacted 
• Data type impacted 
• Repolling status 

Troubleshooting Cloud-Based Polling 

Cloud-based polling relates to the following POS Systems:

Complete the following steps:

1. Confirm with POS provider that polling is:
   • Authorized  
   • Providing data
     
     
2.  Submit a case to Support to troubleshoot the configuration. Please include this information in your ticket request:
   • Polling Error Type 
   • Dates Impacted 
   • Data Type Impacted 
   • Repolling Status 

Troubleshooting External Data Polling 

External data polling relates to the following POS Systems:

External data polling is where data is being pushed into Radar via API, and not polled through the standard polling process. 

1.  Confirm with POS provider that polling is:
   • Authorized  
   • Currently providing data 
   • Missing data is re-populated
     
     
2.  Submit a case to Support to troubleshoot configuration & repoll missing. Please include this information in your ticket request 
   • Polling Error Type 
   • Dates Impacted 
   • Data Type Impacted 

Troubleshooting Mirrored Location Polling 

The data for a Mirrored Location is mirrored from another Radar database.  

1.  Confirm that polling is working as expected on the Parent database 
2.  If the parent database is polling properly, and the polling issue persists submit a ticket to support with the following information.  
   • Parent database 
   • Dates impacted 
   • Data type impacted