SERVICE DESK
Frequently Asked Questions
The user experience is not satisfying as any web application that uses Google Maps or HTML 5 scripts does not work correctly. Both Google Maps and HTML 5 scripts are commonly used in web applications.
Recommendation:
Microsoft Support recommends that its clients migrate to Microsoft Edge. This browser product was launched in 2015 and is the next product generation offered by Microsoft. Except for Microsoft Edge, the TRAXESS SENTINEL is fully functional on other web browsers like Firefox or Google Chrome.
The service is available only for corporate clients who have signed a contract. The employees of corporate clients can register a personal account with their corporate email address. The domain name of the email address is applied for access validation. If your email address is not accepted, it means the domain name you have entered is not configured as a valid domain on the corporate account.
Another reason could be that the number of licences assigned to the account is exceeded.
In both cases, please address your request for access to the application to the company's business owner, who is responsible for the service.
If you have entered your corporate email address for password renewal, please ensure you are connected to the internet. After refreshing the mailbox, please check your spam folder. If the password renewal message is still not received, your hosting provider or settings on the corporate email server might have identified the mail as spam and, therefore, filtered from being processed to your inbox. To resolve the problem, please send a request to the corporate IT department.
Please make sure you are connected to the internet. After refreshing the mailbox, please check your spam folder. If the registration message is still not received, your hosting provider or settings on the corporate email server might have identified the mail as spam and, therefore, filtered from being processed to your inbox. To resolve the problem, please send a request to the corporate IT department.
Unfortunately, Internet Explorer does not support the Google Maps JavaScript API anymore.
Besides, scripts in HTML 5 of any web solution yield errors on the latest 11the version of Microsoft Internet Explorer. Many tickets on the Microsoft Support Platform are linked to the very same problem. A hidden update of IE11 has likely caused the problem on new installations.
Please make sure that your computer is connected to the internet. If the problem persists, the network is either overloaded or there is a network problem between different service providers. Try again at a later time. If the problem persists, please contact your company's IT department.
The login name for user access to the platform is the corporate email address.
A dedicated login name is assigned to each Admin Profile that was communicated to the profile owner in the account registration email.
If you have Admin Access, but the account registration email is not available any more, please contact your account manager.
Frequently Asked Questions
No, by default, an email is used for sending system-generated messages. The message will not be sent if the risk manager chooses SMS for contacting the traveller directly via SMS or Text-to-Speech.
The PNR tracking uses travel booking reservations to locate the traveller. If the traveller uses the app, more data is received to ensure accurate position monitoring.
By default, the email channel is used for sending system-generated messages. If the traveller does not use the app, they will receive notifications on their mobile phone.
Therefore, using the mobile app is optional if the PNR tracking is in place.
No, we import the PNR without a mobile phone number. If the number is not provided, the field in the profile remains empty.
On the latest version of the SPOTAP, travellers can add their mobile phone number to their profile during registration.
If the mobile phone number is not available, the following applies:
Alert Messages and Direct Contact Messages cannot be sent to the traveller via SMS;
The phone number in the traveller’s contact data is not displayed in emails sent to risk managers.
Not at all. The SENTINEL provides a push service for travellers. There is no need for travellers to log in. The exception is for downloading the app that is available on the Security Portal.
No. According to the GDPR, we limit data import to the data required for providing the service. For example, credit card details and airfares are not imported.
What we have available in the system is limited to name, employer, gender, corporate email address, phone number, preferred language, and booking details.
When bookings are not assigned to the correct passenger, it will most likely be a data quality issue.
Probable causes might include:
An incorrect email address was entered when the travel agency, system administrator or traveller placed the booking.
The entered email address contains a spelling error.
The email address was entered in the wrong field or with the incorrect identifier by the travel agency.
If any of the cases mentioned above occur, there are several different outcomes:
The entered email address has an invalid format. The booking will be marked as “bad” and not processed by TRAXESS SENTINEL.
The entered email address is new to the system. In this case, the system will create a new traveller with this email address and enter booking data.
The entered email address is already assigned to a traveller. The booking data will be assigned to the existing traveller with this email address.
There are two reasons why the options to select entries in columns are not displayed:
The table contains a lot of data, and the options column has been pushed off the table.
Check the front of the row for a “plus” icon. If there is a “plus” icon, click it to expand the row and see all the data. Read the chapter “How to navigate in the system” for more details.
Not all tables give you the option to edit or delete entries. In those tables, the options column is not displayed.
If you have an admin profile, make sure you have entered the correct login name that was provided to you in the account registration message. If you still do not receive the message, your hosting provider or settings on the corporate email server might have identified the mail as spam and therefore filtered from being processed to your inbox. To resolve the problem, please send a request to the corporate IT department.
The most common reason is that the customer has its own IT department and network settings, and messages are often placed in the spam folder or blocked by the network settings.
If your customer does not receive notifications, subscriptions or XML feeds in a live system, please try the following steps to resolve the issue:
Check the system logs to see if the TRAXESS SENTINEL has sent the messages.
If the customer has set up the process by himself, please check their setup for possible mistakes.
If there are no apparent mistakes, there is the possibility to insert, with the customer’s permission, your testing email address into the notifications or subscriptions in question to determine the problem with receiving messages.
If you receive notifications but your customer does not, please recommend that he check with his IT department to determine where messages get blocked.
If these steps do not resolve the problem, contact TRAXESS customer support.
When the GPS is on, the app sends coordinates to the system, which, in its turn, sends alert messages to users in an affected area.
© 2024 Traxess AG — Gartenstrasse 25 — CH-8002 Zurich — Phone +41 43 505 1331 — UID CHE-109.083.955