Troubleshooting On Site

Log In Issues

  1. Check the attendee list to see if the user is on the list.
  2. Check the attendee email to make sure it exactly matches the one the user is using. A person must have first name, last name and an email address in the Content Management System (CMS) in order to gain access to use the app.
  3. Does the Gathering Homepage indicate the user is locked out in red text? If an attendee tries to login 5 times incorrectly, they will be locked out. To unlock an attendee, login to the Dashboard and you will see in red text on the right side of the page, “[#] attendees are locked out”. When you click on that red text, you will see the name(s) of the attendee(s) who are locked out. When you click on a locked out attendee’s name, you will be taken to their attendee profile page, and you will see red text at the top that says, “This attendee is currently locked out. This attendee has 5 or more failed login attempts.” Under that text, you will see an Unlock button. Click the Unlock button to unlock that attendee. You can send the attendee an email telling them they are unlocked and can try again.
  4. Is the user using the correct app?
  5. Passwords are case-sensitive -- is he or she using the correct cases?
  6. Has the user gone through the process of setting a password? Are they using a universal password? Is it the correct one?
  7. If setting their own password, has the user checked their spam/junk folder for the automated email from Gather Digital with the link to set up their password?
  8. Is the user connected to data or WiFi?
  9. Is the Attendee using a Windows phone, Blackberry, or laptop? They must put the Web URL in the browser bar of their device to access the Web version of the app. Double check that the web URL for this event is correct.
  10. Is the user's operating system on their device iOS 8 or newer or Android 4 or newer? The app will not work for devices without updating to an operating system of iOS 8 or newer or Android 4 or newer.
  11. To check to see who is logged in to the app – on Dashboard home page go to Viewers Report where you will see a list of attendees who are currently logged in to the app as well as attendees who are not logged in.
  12. Logging out of the app – Users do not need to log out of the app until the conference is finished. However, if they need to log out for reset purposes, they would open the side/fly-out menu, click on their email address at the top, which takes them to My Account page > Click Logout. Then they can log in again using their email and password.
  13. Syncing/Updating the app – To sync the app manually, open side/fly-out menu and click on the circle of arrows next to the text “Last sync: Date/time” (for iOS devices this is at the bottom). The app is done syncing when the arrows stop circling. In addition, the app syncs automatically every 10 minutes.

Adding Information to the Dashboard

  1. If you need to add a new Attendee, in the Dashboard, go to Attendees > Select the + New button (blue) >You must fill in at least First Name, Last Name and Login Email Address, select any relevant Group terms for sorting/filtering options, then click Save.
  2. Add a New Speaker, in the Dashboard, go to Speakers > Add a Speaker in the right-hand column > You must fill in at least First Name, Last Name, and Login Email Address, then click Add New. Note: speakers that are not linked to an agenda session will not appear in the Speakers list on the app.
  3. To grant app access to a Speaker, you need to add a Speaker email, in the Dashboard, go to Speakers>Select the Speaker you want from the list and click on the pencil next to their name to edit > Add the email in the Login Email (NOT Displayed) field > Select Update.
  4. Connecting a new Speaker to an agenda session – First you must add the Speaker information under Speakers (see above). Then go to Agenda > select the session that needs the new Speaker added > Click Edit > In the Speaker field delete the session’s current Speaker, if applicable, by clicking on the ‘X’ next to their name (Note: this only removes the Speaker from the session). Click in the field to get a dropdown of Speaker names > Click on the new Speaker’s name > Click Update to save the changes.
  5. Changing an agenda session location – In the Dashboard, under the Agenda button, go to the agenda session where you want to change a location. Select the session to open the detail box > select edit – a new detail box will open. Under Location, click on the dropdown to see a list of locations>choose the new location > Click Update.
  6. To send a Push Notification/Broadcast Message In the Dashboard, go to the “Messages” section
    In the Broadcast/Group Messages area, select “New”, enter the message header in the subject line, and the body of the message in the text box. Note: the message must have a subject line to send.
    If you need to send an individual(s) a message, select the “Individual Messages” blue text first.
    If you opt to “Schedule a Specific Delivery Time,” set the date/time that you want the message to be delivered and our system will hold the message until the designated time for delivery.
    You may also opt to “Send the subject of this message as a push notification" which will trigger an alert on the user’s device if they have allowed push notifications for the app.
    Select “Review Draft" and be sure all looks correct
    Select “Edit" to make further changes, “Save Draft” to save for later (not sent yet), or “Schedule Delivery” to send the message (if it is scheduled for a later date/time, our system just holds it until that specified time)
  7. To Add Presentations to agenda sessions – In the Dashboard, under the Agenda button, go to the agenda session where you want to add a presentation. Please note: all presentations must be in PDF format before being added to the dashboard. Select the session to open the detail box>select edit – a new detail box will open. On the righthand side, in the blue area, select “Add Related Link” > Fill in the title of the PDF or text (e.g. Get Presentation) > select if the presentation is a link (URL) or a file (PDF). If a link, type or copy the URL into the field next to “Link:”. If a file, select choose file and select the PDF from your documents. Once the link/file upload, you should see a bar with the text “Upload Successful”. Click Update to save.
  8. To Change, Add or Delete an item in an Attendee’s Personal Itinerary – In the Dashboard, on the Attendees list, go to the attendee record where you need to make a change. Once the attendee’s profile screen is open, click on the Schedule (clock icon) tab on the right side of the screen to see their personal itinerary meetings/events. Select Manage Assigned Schedule (blue button). The Manage Schedule screen will open and display all Existing Assigned Sessions (both agenda and private sessions) in the left column. In the right column are listed all the agenda sessions.
    1. To change a Main Agenda session – Delete the existing agenda session assignment in the left column, then select the new assigned agenda session from the right column by tapping the checkbox next to the session name. Once you have selected the new session, tap Update Schedule at the bottom right of the page. A user may need to manually sync their app before the change appears in their personal schedule.
    2. To edit a Private Session (i.e. table seating) – Find the session in the Existing Sessions column. Click Edit in the session and make changes. Click Save & View. A user may need to manually sync their app before the change appears in their personal schedule.
    3. To Add a Main Agenda Event – Tap the checkbox next to the appropriate agenda session. Click Update Schedule at the bottom right of the page.
    4. To Add a Private Session – Tap the button New Private Session in the middle of the screen. Add the Private Session name, start date/name, location (if using) and any other information. You do not need to add an End Date/Time. Tap Save & View. A user may need to manually sync their app before the change appears in their personal schedule.
    5. To Delete a Main Agenda or Personal Event in a Personalized Itinerary – In the Existing Sessions column, click the box with the “X” and click Update Schedule. A user may need to manually sync their app before the change appears in their personal schedule.
  9. To Award or Remove an Attendee’s Credits – In the Dashboard, on the Attendees list, go to the attendee record where you need to make a change. Once the attendee’s profile screen is open, click on the Credits tab (graduation cap icon) on the right side of the screen to see the credits they have earned. Select Manage Credits (blue button). The Manage Education Credits screen will open and display all Awarded Sessions in the left column. In the right column are listed all the agenda sessions with credits available.
    1. To AWARD a Credit – Tap the checkbox next to the appropriate agenda session under ‘Add A Session’. Click Update Credits at the bottom right of the page. A user may need to manually sync their app before the change appears under their My Credits button.
    2. To REMOVE a Credit – In the Awarded Sessions column, click the box with the “X” and click Update Credits. A user may need to manually sync their app before the change appears under their My Credits button.
  10. To Manage Attendee Check Ins - In the Dashboard, on the Attendees list, go to the attendee record where you need to make a change. Once the attendee’s profile screen is open, click on the Check Ins tab (‘arrow pointing right’ icon) on the right side of the screen to see their check ins. Select Manage Sessions (blue button). The Manage Sessions screen will open and display all Existing Check Ins in the left column. In the right column are listed all the possible Sessions they have not yet checked into.
    1. To Manually Check IN – Tap the checkbox next to the appropriate Session under ‘Add A Check In’. Click Update Check Ins at the bottom right of the page.
    2. To Manually REMOVE a Check In – In the Existing Check Ins column, click the box with the “X” next to the Session you wish to remove and click Update Check Ins.
  11. Adding/editing a meeting – In the dashboard, go to Meetings. To Add a meeting, click on New Meeting and fill in Meeting Name, Location, Start and End Times, and Participants. You can add a meeting description and participant roles if you like. To notify the participants about the meeting by push notification, be sure the text “Notify Participants” is toggled to Yes (Yes is highlighted in blue).
    To Edit an existing meeting, go to Meetings in the dashboard, click on the meeting you need to edit. An Edit box will appear and you can change any of the information in any of the fields. To notify the participants about the meeting by push notification, be sure the text “Notify Participants” is toggled to Yes (Yes is highlighted in blue).
  12. To Award or Remove an Attendee’s Badge – In the Dashboard, on the Attendees list, go to the attendee record where you need to make a change. Once the attendee’s profile screen is open, click on the Badges tab (trophy icon) on the right side of the screen to see the badges they have earned. Select Manage Badges (blue button). The Manage Badges screen will open and display all badges earned in the left column. In the right column are listed all available/earnable badges.
    1. To Manually AWARD a Badge – Tap the checkbox next to the appropriate badge under “Add a Badge”. Click Update Badges at the bottom right of the page. A user may need to manually sync their app before the change appears under their Leaderboard button.
    2. To REMOVE a Badge – In the Awarded Badges column, click the box with the “X” next to the badge you need to remove. Click Update Badges. A user may need to manually sync their app before the change appears under their Leaderboard button.
  13. Accessing Survey Results Onsite - To access Survey results onsite, go to your dashboard homescreen. Under Reports in the right hand column, go to Survey Results. Select the yellow button of the day you want (e.g. December 7th) and all of the sessions on that day with surveys will appear in the right hand column. Select Display All December 7 Events. All Survey results for that day will appear on the left of the screen. Within a survey, if you click on the blue bar for each rating, the names of the respondents for that rating will appear. To view a different day, click Remove All and select the other day. To export a summary of survey responses to Excel, select the blue Summary Export button. To export survey responses with respondent names, select the blue Responses Export button.