Ilglu x Hubrise Troubleshooting

Troubleshooting

Common Error Messages

"Connection Failed"

What it means: The connection to HubRise could not be established.

Solutions:

1. Check your HubRise account status
2. Ensure you have admin access to HubRise
3. Verify your HubRise location is properly configured
4. Try disconnecting and reconnecting
5. Clear browser cache and try again

"Permission Denied"

What it means: You don't have sufficient permissions in HubRise.

Solutions:

1. Verify you have admin or manager access to HubRise
2. Check if you can access business and location settings in HubRise
3. Contact your HubRise administrator for permission
4. Try logging out of HubRise and logging back in

"Invalid Credentials"

What it means: Your HubRise login credentials are not valid.

Solutions:

1. Disconnect the integration completely
2. Log out of HubRise
3. Log back into HubRise with correct credentials
4. Reconnect the integration

"Location Not Found"

What it means: The HubRise location could not be found or accessed.

Solutions:

1. Verify your HubRise location is active
2. Check if the location has proper permissions
3. Ensure the location is properly configured in HubRise
4. Try reconnecting the integration

Step-by-Step Troubleshooting

1. Check HubRise Account

• Log into HubRise directly
• Verify your account is active
• Check if your subscription is current
• Ensure your business and location are set up

2. Verify Permissions

• Confirm you have admin access to HubRise
• Check if you can access business settings
• Verify you can manage integrations
• Ensure you have location management permissions

3. Test Connection

• Disconnect the integration in iLGLU
• Clear your browser cache and cookies
• Try connecting again
• Use a different browser or incognito mode

4. Check Network

• Ensure you have a stable internet connection
• Check if your firewall blocks HubRise
• Try from a different network
• Verify your browser allows pop-ups

Advanced Troubleshooting

Clear Browser Data

1. Clear cookies and cache
2. Disable browser extensions temporarily
3. Try incognito/private mode
4. Use a different browser

Check HubRise Settings

1. Verify your HubRise app is properly configured
2. Check if webhooks are enabled
3. Ensure API access is granted
4. Verify location settings

Getting Help

When to Contact iLGLU Support

Contact iLGLU support if:

• You've tried all troubleshooting steps
• The error persists after reconnection
• You see iLGLU-specific error messages
• The integration was working but stopped and connection is still present on iLGLU