> For the complete documentation index, see [llms.txt](https://wiki.inels.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://wiki.inels.com/inels-harmony/reference/troubleshooting.md).

# Troubleshooting

Sorted by what the person in front of you is complaining about.

Each list below is ordered by how often that cause turns out to be the real one. Work down from the top.

## "Nobody can sign in" / no page loads at all

1. Can you reach the server at all? If not, this is network or power, not Harmony.
2. Open **Administration → Server**. Are the services running?
3. Try **Restart apps**.
4. Read the **Logs** from around the time it stopped.

## One person cannot sign in

1. Is their account marked **Active** in **Users**?
2. Are they using the right address for their role? A receptionist cannot open :81.
3. Trailing space in the email, or Caps Lock?
4. Is an IP allow list blocking that particular machine?
5. Reset the password from **Users**.

## Room cards show dashes instead of values

1. Is the room's gateway online? Check the last sync time.
2. Are devices actually attached to that room?
3. Can you ping the gateway from the server?
4. Has the gateway's IP address changed? Reserve it on the router.
5. Are the gateway drivers running on **Server**?

## A service button does nothing

1. Press it and watch the room card. **If the chip does not light, the fault is the device or the gateway** — not the alert.
2. Does an automation exist for that room, and is it enabled?
3. Does the automation's message include the room number?
4. Is the syslog collector running on **Server**?
5. Check **Events** — did the signal reach Harmony at all?

## A guest card does not open a door

1. **Is the booking checked in?** Cards are not active before that.
2. Is it the right door? Room cards open that room and the entrance zones only.
3. Was the configuration saved to the card? Re-save and retry.
4. Is the reader bound to the right zone in **Readers**?
5. Is the reader alive? A dead reader refuses every card, not just this one.
6. For Salto: is the room mapped to the right Space door name?

## Housekeeping tasks are not appearing

1. Has anyone actually checked out today? Departure tasks come from check-outs.
2. Is reception checking guests out **in Harmony**, at the time it happens?
3. For MUR tasks: does the automation's message contain the room number?
4. Is the housekeeper signed in with a Housekeeping account, on :83?
5. Check the filter on the phone — it may be showing "Done today".

## Emails are not being sent

1. Is the master switch on in **Settings → Email**?
2. Does **Send test** work? If not, the problem is SMTP, not Harmony.
3. Does Gmail or Microsoft 365 need an app password? Almost certainly yes.
4. Is the specific event enabled in the events table?
5. Check spam, and whether the "from" domain matches the SMTP account.
6. Check the port — many networks block outbound 25. Use 587.

## Bookings from a PMS or channel are not arriving

1. **Are the rooms mapped?** This is the most common cause by a wide margin.
2. Was **Connect** pressed, not just **Save**?
3. Test versus production — a sandbox booking will not cross a production link.
4. Run **Test connection** again; tokens expire.
5. For distribution, read the sync log on the same page.

## "My change did not save"

1. **Which tab were you on?** Each tab in Settings has its own Save button and saves only itself.
2. Did a validation message appear? It may be above the fold.
3. Reload the page — the value may be saved and the screen simply stale.
4. Does your role permit that change?

## Everything is slow

1. Check free disk space on the server.
2. Are the Logs and Events tables very large? Export, then Clear.
3. Is a gateway repeatedly failing and retrying? Its errors will be in the logs.
4. Restart the apps from **Server**.

## Before you contact support

Gather these. They shorten every support conversation:

* [ ] The Harmony version, from **Licensing**
* [ ] What you expected, what happened, and when it started
* [ ] Whether it affects one room, one user, or everything
* [ ] What changed recently — an update, a new gateway, a network change
* [ ] An **Export** of the **Logs** around that time
* [ ] A screenshot of the error, if there is one