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      2. Live Event Resources

      Troubleshooting onsite at live events

      This article aims to resolve the most common technical queries received by organizers during a live event.

      General info for sharing with your participants

      User management, log in and onboarding 

      • Reset the participant password on their behalf
        (Data > All > All data types> search for user > click on the profile > near top right > reset password) 
      • Resend login email to the participant (ask them to check their spam folder) 
        (Data > All > All data types> search for user > click on the profile > scroll down the right hand side to Actions > send single email > choose campaign email)
      • Reset onboarding (for previous attendees) 
        (Data > All > All data types> search for user > click on the profile > near top right > reset login details > reset onboarding)
      • Missing a user in the platform
        • Check the integration intervals between your registration provider and Grip (data possibly not yet integrated)
        • Check for an incorrect email address (check name in the data and amend as required) 
        • Group emails 

      Mobile App

        • Check to see if they are using a VPN or MDM (if they are limited by corporate management of their device) 
        • Check to see if they are using a Beta version of their device OS 
      • App crash/feature/page unresponsive  
        • Log out and log back in 
        • Update the app version (in the app store) 
        • Uninstall and reinstall the app
        • Check WiFi/signal on the device
      • Not receiving notifications
        • Ask them to check notification settings in their device settings. 


      Meetings

      • Can’t see their meetings 
      • Can’t book meetings 
        • Check the pending meeting limit for a data type and consider adjusting
        • Check the attendee's availability settings (amend availability in their profile) 
        • Check to see if they are already booked at that time (accepted or pending meeting at that time) 
        • Check meeting locations available/ locations at capacity at that time

      Grip Teams 

      • General support Organiser support
        https://support.grip.events/setting-up-grip-teams-within-the-grip-dashboard
      • Exhibitors can’t add Team members 
        • Check to see that exhibitor reps are able to view other exhibitor reps in the data type settings
      • Exporting leads/contacts
        • Check that they are in the correct section of Grip Teams 

      If you still have a problem, contact our dedicated support team. Be sure to include all relevant information to hasten a solution.