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Troubleshooting Guide

This guide helps you resolve common issues with Salsa as a Service. If you can’t find a solution here, our support team is ready to help.

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Quick Diagnostics

Before diving into specific issues, run these quick checks:
  1. Check System Status Visit our status page to see if there are any ongoing service issues.
  2. Verify Internet Connection Ensure you have a stable internet connection and can access other websites.
  3. Clear Browser Cache Clear your browser cache and cookies, then try logging in again.
  4. Check Browser Compatibility Ensure you’re using a supported browser (Chrome, Firefox, Safari, Edge).

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Common Issues

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Login and Authentication

Can’t Log In
Troubleshoot login issues and password problems. Two-Factor Authentication
Issues with 2FA setup and authentication codes. Account Locked
Resolve account lockouts and security issues.

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Login Issues

Problem: Unable to log into your account Solutions:
  1. Verify Credentials Double-check your email address and password. Ensure Caps Lock is off.
  2. Reset Password Use the “Forgot Password” link on the login page to reset your password.
  3. Check Email Look for account verification emails in your spam folder.
  4. Contact Support If the issue persists, contact support with your account email address.
Warning: Security Note: Never share your password with anyone. Our support team will never ask for your password.

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Two-Factor Authentication

Problem: Issues with 2FA codes or setup Solutions:
  1. Code Not Working: Ensure your device’s time is synchronized
  2. Lost Device: Use backup codes or contact support
  3. App Issues: Try a different authenticator app (Google Authenticator, Authy)
  4. Setup Problems: Follow our 2FA setup guide

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Data Synchronization

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POS Integration Issues

Problem: POS data not syncing with Salsa as a Service

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Square

  1. Check Square Connection Verify the Square integration is still connected in your dashboard.
  2. Reauthorize Integration Disconnect and reconnect your Square account.
  3. Check API Permissions Ensure Square API permissions include inventory management.

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Toast

  1. Verify Toast API Key Check that your Toast API credentials are valid and not expired.
  2. Check Menu Mapping Ensure salsa menu items are properly mapped to inventory items.

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Clover

  1. Update Clover App Ensure the Salsa as a Service app is updated in your Clover dashboard.
  2. Check Permissions Verify the app has necessary permissions for data access.

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General

  1. Check Network Connection Ensure stable internet connection for both systems.
  2. Review Sync Logs Check the integration logs for error messages.
  3. Test Manual Sync Try manually triggering a data sync from your dashboard.

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Inventory Sync Problems

Problem: Inventory levels not updating correctly Common Causes:
  • Network connectivity issues
  • API rate limiting
  • Incorrect unit conversions
  • Data validation errors
Solutions:
  1. Check Sync Status Navigate to Settings > Integrations and check the sync status.
  2. Manual Sync Try manually syncing inventory data from the integrations page.
  3. Review Error Logs Check the error logs for specific sync failures.
  4. Contact Support If issues persist, contact support with your sync logs.

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Production Issues

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Quality Control Problems

Problem: Quality scores not recording correctly Solutions:
  1. Check Device Calibration: Ensure quality testing devices are properly calibrated
  2. Review Testing Procedures: Verify staff are following correct testing protocols
  3. Update Software: Ensure the mobile app is updated to the latest version
  4. Check Permissions: Verify staff have proper permissions for quality testing

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Batch Tracking Issues

Problem: Production batches not tracking properly
Note: Batch Requirements: Each batch must have a unique batch number and valid recipe assignment.
Troubleshooting Steps:
  1. Verify Batch Data Check that all required batch information is entered correctly.
  2. Check Recipe Assignment Ensure the batch is assigned to a valid recipe.
  3. Review Staff Permissions Verify the assigned chef has proper permissions for batch management.

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Mobile App Issues

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App Crashes

Problem: Mobile app crashes or freezes Solutions:
  1. Update App Ensure you’re running the latest version of the Salsa as a Service mobile app.
  2. Restart App Force close the app and restart it.
  3. Clear App Data Clear app cache and data (you’ll need to log in again).
  4. Reinstall App Uninstall and reinstall the app from your device’s app store.

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Offline Mode Issues

Problem: App not working in offline mode Solutions:
  1. Check Offline Data: Ensure critical data is downloaded for offline use
  2. Sync Before Going Offline: Manually sync data before losing internet connection
  3. Check Storage Space: Ensure sufficient device storage for offline data
  4. Update App: Use the latest app version with improved offline capabilities

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Performance Issues

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Slow Loading Times

Problem: Dashboard or app loading slowly Solutions: Browser Issues
Clear cache, disable extensions, try different browser. Network Issues
Check internet speed, try different network. Data Issues
Reduce data load, optimize queries.

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Browser Performance

  1. Clear Browser Cache Clear cookies, cache, and browsing data.
  2. Disable Extensions Temporarily disable browser extensions to identify conflicts.
  3. Try Different Browser Test with a different browser to isolate the issue.
  4. Update Browser Ensure you’re using the latest browser version.

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Advanced Troubleshooting

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API Integration Issues

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Authentication Errors

Problem: API requests returning 401 Unauthorized Solutions:
  1. Check API Key: Verify the API key is correct and not expired
  2. Check Permissions: Ensure the API key has necessary permissions
  3. Check Rate Limits: Verify you haven’t exceeded rate limits
  4. Check Request Format: Ensure requests are properly formatted

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Data Format Issues

Problem: API requests failing due to data format errors Common Issues:
  • Incorrect date formats
  • Invalid data types
  • Missing required fields
  • Invalid JSON syntax
Solutions: 
// Example: Proper API request format
const requestData = {
  name: "House Salsa",
  category: "salsa",
  batch_size: 5.0,  // Use numbers, not strings
  production_date: "2024-01-15T08:00:00Z",  // ISO 8601 format
  ingredients: [
    {
      ingredient_id: "ing_123",
      quantity: 2.0,
      unit: "lbs"
    }
  ]
};

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Database Issues

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Data Inconsistencies

Problem: Data not matching between systems Solutions:
  1. Check Sync Logs: Review integration logs for sync errors
  2. Manual Data Verification: Compare data between systems manually
  3. Reset Integration: Disconnect and reconnect integrations
  4. Contact Support: Provide specific examples of data inconsistencies

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Getting Help

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Self-Service Resources

Knowledge Base
Search our comprehensive knowledge base for solutions. Video Tutorials
Watch step-by-step video guides for common tasks. Community Forum
Get help from other users and share solutions.

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Contact Support

When contacting support, please include:
  1. Account Information: Your account email and restaurant name
  2. Issue Description: Detailed description of the problem
  3. Steps Taken: What troubleshooting steps you’ve already tried
  4. Error Messages: Any error messages or codes you’re seeing
  5. Screenshots: Screenshots of the issue (if applicable)
  6. Browser/Device Info: Browser version and device information
Support Channels:
  • 📧 Email: support@salsaasaservice.com
  • 💬 Live Chat: Available in your dashboard
  • 📞 Phone: 1-800-SALSA-HELP (Mon-Fri, 9 AM - 6 PM EST)
  • 🎫 Support Ticket: Create a ticket in your dashboard
Note: Response Times: We typically respond to support requests within 2-4 hours during business hours.

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Emergency Support

For critical issues affecting your restaurant operations:
  • 🚨 Emergency Hotline: 1-800-SALSA-911
  • 📱 Text Support: Text “HELP” to SALSA-911
  • 💬 Priority Chat: Available for Enterprise customers
Warning: Emergency Support: Available 24/7 for Enterprise customers. Standard support hours apply for other plans.
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