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Troubleshooting

Client Mapper is not available to you

Section titled “Client Mapper is not available to you”

Your Client Mapper level is No Access, your own or the default. An Admin changes it on the Members page at my.nilear.com. See Access levels.

Indexing seems stuck

Section titled “Indexing seems stuck”
  • Queued means indexing has been asked for and will begin shortly.
  • A large ConnectWise takes a while; each phase shows its count growing. You can close the page.
  • A phase with no total (for example Agreements, when ConnectWise does not give a count) shows a count without a percentage, and completes when indexing does.

A map shows fewer clients than you expect

Section titled “A map shows fewer clients than you expect”

Check in order:

  1. Your own access. You see only the companies your ConnectWise security role shows you; a colleague may see more on the same map. Why
  2. The reading. Read What Client Mapper understood: is it what you meant? An all of where you meant any of narrows a map sharply.
  3. Broken conditions. A condition shown in red matches nothing: its value is gone from ConnectWise, or it is not available to you.
  4. Primary sites only. With Show only each company’s primary site ticked, a distance counts only primary sites.
  5. Sites not yet measured. On a distance map, sites not yet located are not counted as within the distance. Open the map again later.
  6. Inactive sites, deleted companies and inactive contacts never match.

You see no clients at all

Section titled “You see no clients at all”

The card Your PSA access shows you no clients gives the reason. If it says your access has not been read yet, wait up to an hour after you were added to ConnectWise or Nilear. Otherwise your administrator checks your ConnectWise security role. More

A site has no pin

Section titled “A site has no pin”
  • Still being located: the summary shows “n of total located”. Pins appear as they are located.
  • Could not be located: open sites could not be located for the reason. Correct the site’s address in ConnectWise; it is located again the next time a map showing it opens.
  • Today’s allowance is spent: sites are located on a later open.

The map says it matches too many sites

Section titled “The map says it matches too many sites”

A map shows at most 5,000 sites, and a distance is measured for at most 5,000 candidates. Add a state, territory, company type or status, an active agreement, or show only primary sites.

On-sites needed is empty

Section titled “On-sites needed is empty”
  1. Which statuses count? Open On-site statuses on the Maps page. Until someone chooses, only statuses whose names say an on-site visit is needed are ticked. How
  2. Are the tickets open? Closed tickets are not shown.
  3. Can you see the companies? Tickets of companies you may not see are not shown or counted.
  4. Was it read recently? Click Refresh: a read is reused for five minutes.

Scheduled on-sites is missing a visit

Section titled “Scheduled on-sites is missing a visit”
  • Only entries at a location ConnectWise marks as on-site, not done, and starting in the chosen range are shown.
  • Ranges cannot go back before today.
  • A technician may be hidden: the list says how many; click Show all.
  • Over 1,000 visits, only the first 1,000 are shown: narrow the range.

A layer says Not available for this PSA

Section titled “A layer says Not available for this PSA”

Nilear’s ConnectWise access lacks a permission the layer needs, or your ConnectWise lacks the module. The reason names it. The rest of the map works as usual.

Every message

Section titled “Every message”

See Messages.