Resolved Service Issues

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TouchTour Availability Data Issue

Status: Resolved
Date: September 9, 2019
Impacts: TouchTour


Facts:

  • In some cases TouchTour software displayed unavailable units at a $0 rate
  • The cause of issue was identified and our development team has implemented a resolution

What You May Have Noticed:

  • Your TouchTour software may have reflected a rate of $0 for unavailable units

What to Know:

  • A resolution to this issue has been implemented. If you experience further issue, close and relaunch your TouchTour software. If the issue is not resolved upon relaunch, reach out to support@engrain.com to alert us of issue persistence.

What to Do

  • If you experience this issue, close and relaunch your TouchTour software. If the issue is not resolved upon relaunch, reach out to support@engrain.com to alert us of issue persistence.

TouchTour Video Display Issue

Status: Resolved
Date: April 16, 2019
Impacts: TouchTour


Facts:

  • TouchTour software utilizes an application called Adobe Air
  • Adobe Air periodically prompts users to update the version of software installed on the TouchTour computers
  • In an update Adobe released in April there was a bug with how video displays which caused video display issues for anyone using this version of Air
  • Adobe has since resolved this issue

What You May Have Noticed:

  • Adobe Air sporadically prompts users for an update. We indicated to our clients to select “Update Later” and not “Update Now” to avoid upgrading to the version with a bug
  • If someone on your team selected “Update Now” your TouchTour software may not have loaded

What to Know:

  • Adobe has resolved this issue and we’ve re-enabled auto updates on all client hardware

What to Do:

  • You should not experience any issues associated with this partial service disruption as it has been resolved, no action is needed

Virtual Tour Touch Recognition

Status: Resolved
Date: November 7, 2018
Impacts: TouchTour


Facts:

  • A service utilized to navigate virtual tours in software has been modified
  • As a result of this update, touch recognition was temporarily unavailable for some virtual tours

What You May Have Noticed:

  • TouchTour software may not have responded to touch in virtual tours

What to Know:

  • We have resolved this issue

What to Do:

  • If you experience persistence of this issue submit a support request. While we have a standard resolution in place, if your site has custom settings applied to Windows it may require a few settings modifications to fully resolve this issue.

Vendor Service Disruption

Status: Resolved
Date: July 25, 2018
Impacts: TouchTour


Facts:

  • We experienced a disruption in service from one of our server providers. During the outage, which lasted just over two hours, product function was impacted.

What You May Have Noticed:

  • TouchTour software did not load or display outdated data.
  • Certain sections of your TouchTour did not function as normal.

What to Know:

  • This was a temporary disruption of service.
  • This issue has been resolved.

What to Do:

  • Close and relaunch your TouchTour software. Upon launch software will function as normal.

Server Reboot

Status: Resolved
Date: September 6, 2017
Impacts: TouchTour, TouchTour Connect, iPad App


Facts:

  • One of our hosting providers alerted us that one of our servers required a reboot. During the reboot period product function was impacted.

What You May Have Noticed:

  • iPad app and TouchTour Connect did not load at all.
  • Certain sections of your TouchTour did not function as normal.

What to Know:

  • This was a temporary disruption of service.
  • This issue has been resolved.

What to Do:

  • All products should be fully functional. No further action is required at this time. If you notice any issue with your product, please submit a request to alert us.

Database Issue

Status: Resolved
Date: February 14, 2017
Impacts: iPad App


Facts:

  • Tuesday, 2/14/17 we experienced a database issue that impacted the operation of many our our iPad apps.
  • This issue has been resolved.

What You May Have Noticed:

  • Certain sections of your iPad did not load, or the app did not load at all.

What to Know:

  • Our development team resolved this issue.
  • Data was restored from a data point on November 11th, 2016. Any updates made to your iPad content past this date will need to be redone.

What to Do:

  • Review your iPad app to ensure content is accurate.
  • Send content changes to your Implementation Specialist or Engrain Support for completion.

Intermittent Server Outage

Status: Resolved
Date: September 9, 2016
Impacts: TouchTour and Website


Facts:

  • Friday, 9/9/16, we experienced some intermittent database connectivity issues that impacted the operation of some TouchTour systems and websites.
  • This issue has since been resolved.

What You May Have Noticed:

  • Certain sections of your TouchTour software or website did not fully  load.

What to Know:

  • Our development team resolved this issue.

What to Do:

  • If you believe your site continues to experience issue please contact us

Google Map Update

Status: Resolved
Date: August 17, 2016
Impacts: TouchTour


Facts:

  • Google recently updated the map version integrated in most TouchTour software.

What You May Have Noticed:

  • The neighborhood section of your TouchTour software did not fully load or displayed an error message.

What to Know:

  • We upgraded all impacted sites to the latest API.

What to Do:

  • All impacted sites have been addressed, if you believe your site continues to experience issue please contact us

Instagram Terms of Use Change

Date: July 15, 2016
Impacts: All products using Instagram integration


Facts:

  • Instagram discontinued the API used in Engrain products on June 1st, 2016.

What You May Notice:

  • The Instagram portion of your social media mash-up (TouchTour) or your Instagram slides (TouchTour Connect) have been removed or display black/blank screens.

What to Know:

  • Engrain does not believe the new API experience is a good fit for our products and is not actively pursuing updating this integration. If the API is updated in the future to a more serviceable integration, Engrain will reconsider pursuing an update.

What to Do:

  • Engrain has pro-actively removed this integration for our current clients. If you do not believe this is the case for your site, or see this issue present in an Engrain product please follow the steps outlined below.
  • TOUCHTOUR CONNECT

    • Delete any Instagram slides via your Content Management System (CMS). If you need guidance on how to do so please contact us
  • TOUCHTOUR

    • Contact your Implementation Specialist or Engrain support to request the Instagram portion of your social media mash-up be removed.

Windows 10 Update

Date: June 28, 2016
Impacts: TouchTour Computer Units

Facts:

  • Windows 7 is the operating system installed on most TouchTour computer units.
  • Microsoft Windows is moving away from supporting Windows 7 and forcing an operating system update to Windows 10.
    • Note: Windows 7 will be supported with security updates, but no enhancements until January 2020. It is Engrain’s recommendation that you decline this update.
  • The system preferences set up by Engrain to block operating system updates may not prevent prompts for this update from appearing.

What you may notice:

  • Windows messaging present on your TouchTour monitor prompting you to accept and install this update.

What to know:

  • This update does not impact your TouchTour software.
    • Other than the disruption of the update messaging you may see, your TouchTour software will not be impacted.

What to do:

  • Decline the update.
    • Select “cancel” or “not now” when prompted to update.
    • Contact Engrain to remove auto update prompts.

If someone on your team completed the Windows 10 update:

  • Don’t panic. Remember, this update should not impact your TouchTour software.
    • The most common way in which your system may be impacted by this update is in the computer settings. In most cases, it may cause issue with the timers that power your unit on and off.
  • If you notice issue with your unit’s timers or believe the update has caused any issue, please submit a ticket to Engrain support.
  • Get familiar with your new operating system:

Email Upgrade

Date: April 18, 2016
Impacts: MyTour email function for both TouchTour and websites as well as some website contact form auto responses.

Facts:

  • Engrain recently made a change to the way our systems send profile and lead notification emails.
  • This update will enhance security and improve email deliverability moving forward.
  • This change requires DNS verification for the domain we’re sending the email from.

What you may notice:

  • MyTour emails are not sending from your TouchTour software.
  • Auto response messages are not sending when a user submits an inquiry via your website’s contact form.
  • Leads are not being sent from website contact forms.

What to know:

  • The DNS verification process is fast and simple.

What to do:

  • Submit a request to Engrain support letting us know you need assistance with email DNS verification. Please include the email address we will be verifying in your request (this is the email address that shows in the ‘from’ field when a user receives communication from your property).