Troubleshoot AllBox administration¶

I cannot find AllBox Settings¶

The General Administration action requires Global Client Admin-level authority or higher and a selected site. If the action is absent, confirm your role. If the site is absent from the AllBox site selector, confirm your client assignment and that the site uses the applicable Visitor or Logistics configuration.

Add New is unavailable¶

Choose one specific site. New configurations cannot be created from All AllBox Sites.

Search or filters show no rows¶

Search matches only the configuration Name and Device Id. Clear the search, reset advanced filters, select the expected site, and apply again. Remember that selections within one filter are alternatives while separate filter categories must all match.

Online status or last seen is blank¶

The configuration has no matching health target or no usable heartbeat. Confirm the device identifier and registration, then use the Field Technician Console or monitoring service to check connectivity. Health Details appears only when a target is found.

Save fails¶

Review every tab because Save validates the full dialog. Common causes include:

blank Name or no real Post;
nonnumeric call-center or concierge timeouts;
a Twilio caller ID not in E.164 format;
nonnumeric FourKites reconnect delays;
Virtual Agent selected as primary while its policy is disabled;
an enabled Virtual Agent with no assistance type, no approval timeout, missing phone escalation destination, or recording without retention.

The form does not validate every dependency. A generic server error can also indicate an invalid placeholder post, duplicate or constrained device value, missing related record, storage failure, or unavailable policy service.

The saved row does not change¶

Select Refresh in the inventory. Reopen the record to confirm persistence before repeating the edit.

Confirm that the action is enabled, has a label and menu order, and is supported by the deployed device version. Check for duplicate menu-order values. If it is the primary option, verify the same action is enabled on its configuration tab.

A schedule behaves unexpectedly¶

Review every grid row and confirm the site/device time interpretation. Overnight input is split across two days, overlapping entries are skipped, and some non-conflicting entries can still be accepted during the same add operation. After adding or removing rows, select the main Save button.

An image or URL does not load¶

For the image menu, select the file and then save the entire AllBox record. For the welcome image, use its separate row action and save there. Test URLs and assets from the device network using HTTPS; check authentication, firewall, DNS, certificate trust, content type, and kiosk browser restrictions.

Calls do not connect¶

Confirm the Twilio caller ID, SIP credentials, call-center host and port, number, and staffed schedule. Test normal, timeout, after-hours, and fallback behavior. The editor saves connection values but does not register the SIP account or verify the external service.

The Virtual Agent save reports an error¶

The AllBox record may already be saved. Reopen it instead of immediately creating another. Confirm the policy service is available, complete the required fields, and verify that each selected hardware target still supports remote operation. A new AllBox relay cannot be mapped until after the first save.

A relay, reader, or output targets the wrong entrance¶

Disable or remove the affected menu or Virtual Agent permission immediately if it is safe to do so. Confirm the AllBox post, reader, camera, relay address, controller, output number, and device identifier against field records. Coordinate any live retest with on-site personnel and review access-control transactions afterward.