Nliven Troubleshooting Guide

Here you will find the answers to Nliven Support's most frequently asked questions. For further details or questions, please submit a request via our support form or by emailing nlivensupport@tixtrack.com.

User Management

Unlocking Users

When a User attempts to login with the incorrect password, Nliven will lock the User from further attempts after 4 tries. A User will also be locked out if their User Group is configured for 2FA authentication and the User tries to input the wrong 2FA code 4 times.

An Admin can unlock a User by going to Account Settings → Users → find the User in question and click the ellipses button under the right side Actions column → click "Edit" → the User information will pop up, then click the “Unlock User” button. 

The User will then be able to change their password via the “Forgot Password” button on the Nliven login page and regain access after resetting it. 

For further details, please access our documentation on creating and editing Users.

Two Factor Authentication (2FA)

If 2FA needs to be removed from an individual User’s profile, an Admin can now do so by going to Account Settings → Users → find the User in question and click the ellipses button under the right side Actions column → click "Edit" → the User information will pop up, then click the “Remove 2FA Token” button. 

2FA will no longer be required for that user to log in to Nliven.

For further details on configuring 2FA at the User Group level, please access our documentation.

Ticket Scanning

All Users scanning tickets should be invited to Nliven as a “Ticket Taker” User role. 

Users logging in to scan tickets cannot have 2FA enabled, which is configured in the user’s User Group. 

For further details on Ticket Takers and other User roles, please access our documentation on creating and editing Users. For 2FA enablement, please access our documentation on creating and editing User Groups.

Known Error Message(s)

"Failed to connect to www-eastus-1.nliven.co/[IP address]"

• This error means that the system tried to make an HTTPS (port 443) connection to the host (www-eastus-1.nliven.co), but the connection failed.
• There is the option to press "OK" to dismiss the error message, and if the app's offline mode scanning is working correctly, doing this should allow the user to continue scanning tickets using locally cached data. Tickets may still be validated, but real-time updates may not reflect until the device reconnects to the internet/server.
• This error can happen due to:
  • The server being down or unreachable at that particular time.
  • The host or its IP address might have been overloaded at that time, or not accepting HTTPS connections.
  • A network issue (local or Nliven) that might have been blocking outbound HTTPS traffic, or a temporary internet issue in routing between the environment and the host.

Sell Tickets/POS

Event Series Selection

If Users report they cannot see new Event Templates/Series at the Sell Tickets tab, check that the correct Event Templates have been enabled for use in their User Group. 

For further details, please access our documentation on creating and editing User Groups. 

Error Adding Tickets to Basket

While selling tickets at the POS, the error “There was an error adding tickets to your basket. We have been notified of the error and hope to have it resolved soon" may occur.

The first step after receiving this error should be to ensure the Delivery Plan being used on the Event Template has a “PointOfSale” sales channel Delivery Method added to it. 

For further details, please access our documentation on creating Delivery Plans and applying them during Event Template creation.

Promotion Management

The following Promo/Promo Rule configuration issues come up often:

• If a Promo is not visible in the proper sales channel, check that the proper sales channels are checked off in the Promo on the Event Template.
• Make sure both the Promo and all active Promo Rules within it are actually configured as “Active” and are set to a date range that includes today.
• For a Promo Rule to apply to all Events on an Event Template, make the Event list “Exclusive” and don't add any Events to the list. (Therefore, no events are excluded from the Promotion.)

For further details, please access our documentation on creating and editing Promos and tips for building a successful Promo.

Order Management

Cancel/Refund Orders for Past Events

In order to cancel/refund Orders for a past Event, you must update the Lock Date of the specific Event to a date in the future. 

For further details on editing Event dates, please access our documentation on creating and editing Events.

Ticket Delivery

To check if tickets for an Order have been delivered or are on a delivery delay, search for an Order and then go to the “Tickets” tab to see the Scheduled Delivery Date and Delivery date. The date can also be amended under the “Actions” menu.

For further details on configuring delayed delivery, please access our documentation on Delivery Plans.

Basket Conflict Hold

In certain situations, a seat may incorrectly linger or get stuck in Reserved status. If the system determines that a seat is in this state:

• A hold named “Basket Conflict” is auto-created on the Account the first time a seat meets this criteria, to be re-used by the system as needed. 
• The seat is placed in this hold class by the system.
• This hold class is automatically available/viewable to all Admin users, who can make the Basket Conflict hold available to other user groups. However, the Basket Conflict hold cannot be edited by any users.
• To check if any seats have been placed into the Basket Conflict hold, users can run the Inventory Report and filter by that hold class. Note: The Basket Conflict hold needs to be visible on the event template in order to appear on the report.