Troubleshooting
There is no Nilear Live card on my home page
Section titled “There is no Nilear Live card on my home page”You have no Nilear Live access. An Admin gives it on the Members page: a Nilear Live level of Read/Write or above. About
No “Link Account” button in Teams
Section titled “No “Link Account” button in Teams”Send Help or Link to Nilear-Chat; it replies with the link instructions. Or use the Alternate Link Method: copy
the Link command from the Nilear Live page and send it. How
“Sorry, we were not able to match your link command to an existing Nilear account.”
Section titled ““Sorry, we were not able to match your link command to an existing Nilear account.””The link command was mistyped or incomplete. Copy it again from the Alternate Link Method tab by clicking it, and paste it whole.
Nilear-Chat says “Your Nilear-Chat Session is not yet Linked to Nilear”
Section titled “Nilear-Chat says “Your Nilear-Chat Session is not yet Linked to Nilear””Your chat is not linked, or was unlinked. Follow the link instructions it shows. How
“Account is not yet linked. Please ensure you have followed steps 1 & 2 completely.”
Section titled ““Account is not yet linked. Please ensure you have followed steps 1 & 2 completely.””You clicked Verify Account Linked before finishing in Teams. Complete the link in your Nilear-Chat chat, then check again.
I am linked but receive no ticket updates
Section titled “I am linked but receive no ticket updates”Check in order on the Nilear Live page:
- Enabled is ticked (or send
enable). - Ticket Updates is ticked.
- The ticket’s board is ticked in the board list.
- Limit Companies does not leave the ticket’s company out.
- With Resource Filtered, you are assigned to the ticket.
- With New / Customer Responded Updates, In Progress changes are not sent.
Also remember that you are never sent your own changes, nor changes made by integrations such as RMM tools or workflows. About
I receive updates only for my own tickets
Section titled “I receive updates only for my own tickets”Either Resource Filtered is chosen, or your ConnectWise access to service tickets is limited to your own, which has the same effect.
Too many updates
Section titled “Too many updates”- Untick boards you don’t need.
- Choose New / Customer Responded Updates to drop In Progress changes, or untick All In Progress.
- Untick Include Staff Updates.
- Choose a list under Limit Companies.
- For lunch messages, choose a team under Team Filter, or untick Lunch/AFK Updates.
No schedule updates
Section titled “No schedule updates”Tick Schedule Updates, or send schedule on. Only ticket schedules made or changed by someone else are sent.
Lunch didn’t last as long as I expected
Section titled “Lunch didn’t last as long as I expected”Without a time, Lunch uses your Default Lunch Break Duration, 30 minutes unless you change it. Send Lunch 45
for 45 minutes, or Lunch 1:30 to be back at 1:30. How
Nilear Live works with Microsoft Teams only; Slack is no longer supported.