Workplace Experience integration: troubleshooting

Invalid location in floor mapping:

• The floor is no longer available. If a floor is linked to the External App in Asset, it can be used to map the areas of that floor to the corrsponding floorplan. If the floor is no longer linked to the External App, the floorplan overview shows an invalid location.

Floors are created in Asset, but I am not able to select this floor in Studio to map it to a floorplan.

• The floor or the building is not added to the External App in Asset.
• The location mapping in Studio is not correct or not done at all.

Error on Studio start page (1.0)

Error:Internal server error
Error: Sorry, something went wrong

• Connection between Asset and Studio is “broken”, due to the incorrect URL, Access layer ID, or Access Layer Secret.
• The Asset client URL does not exist yet, but is used in the configuration. (e.g. https://<clientname>.axxerion.com/….)
• System administrator linked to the TrustRelation of the External App in Asset is inactive.
• More than one External App in is created in Asset with the same Access ID.
• The External App in Asset used for Workplace Experience is not active. The Commision field on the External App is set to Deactivated.

(SSO) login issues

• User is not linked to the External App in Asset.
• The users email address is linked to multiple users in Studio. The user can now not log in via SSO. The user needs to log in (no sso) with the username and password (e.g. spacewell.testuser).

Error: ‘Seems like this e-mail address is in use in multiple tenants. Please login with you tenant ID.’

• If a user tries to login with an email address (via SSO) and the users email address is linked to users over multiple tenants, the error is shown. In this case, the user can login via the username and password.

Workplace (for example a desk) is not reservable or does not show up as reservable

• The room or workplace is not reservable in Asset.

User can log into Workplace App,  but does not see the resources or floor plans

• IWMS ID (the username in Asset) not set in Studio. If this is not set, no access rights can be determined and access is none for all resources.
• User not added to the External App
• User does not have a user profile in Asset
• User is blocked or archived in Asset
• There are multiple External Apps in the WPM environment and the user added to both apps (they should not be)

Geographical area, Site, Building, Floor, Area not visible on one or more touchpoints

Error when submitting a reservation: ‘Unable to save booking’

• User is not added to the External app
• The user is not active in Asset. The IWMS ID of the user in Studio can be used to find the corresponding user in Asset

Kiosk App not automatically updated

• Installing from Google Play/ Windows Store/ iOS App store automatically updates to the new version.

• When downloading and installing version from http://appstore.spacewell.com it will not automatically update. A stand-alone version can be recognized by the fact that it says ‘CUBUNDU Kiosk’ at the top left instead of ‘Kiosk’.

  

Any issues related to incorrect or not up-to-date data between Asset and Workplace (e.g., recent updates to buildings, areas, assets in Asset not being visible in Workplace)

For more information about the data sync intervals and potential caching issues, please see Cache configuration and data synchronization between Asset and Workplace.
Specifically regarding access restrictions, blocked dates and regimes, see this subsection: Cache configuration and data synchronization between Asset and Workplace