Common problems with channels
Last updated:
Translated from the Italian guide. Narciso itself is in Italian, so the names of buttons, menus and fields are shown exactly as they appear on screen, with a translation in brackets where it helps.
For problems with sending and receiving messages (ticks, messages that did not go out) see Writing and sending a message and Real-time updating and alerts. Here are the problems with linking.
Contents
In the links window#
| Problem | Likely cause | What to do |
|---|---|---|
| The WhatsApp card is faded («Canale disabilitato dall'amministratore» (Channel disabled by the administrator)) | No type of WhatsApp is active on your account | Ask for activation at [email protected] (WhatsApp (Personale and Aziendale)) |
| All the cards are grey | The status did not arrive or was not loaded | Close and reopen the window; check the network |
| The Email card stays grey after saving | The IMAP server is missing | Link again and enter the IMAP server and port (Email) |
| A colleague cannot link or unlink | Only the Titolare (owner) can | The Titolare does it (Linking channels) |
| After Scollega (Unlink) the conversations are still on screen | The page does not update by itself | Reload the page (Unlinking a channel) |
| I cannot find the «Data connessione» (Link date) | It is not shown | It is not your mistake |
| The amber dot appears on Collegamenti | Meta has disconnected Facebook or Instagram | Reconnect (When a link breaks on its own) |
Facebook, Instagram, WhatsApp Aziendale, TikTok#
| Problem | Likely cause | What to do |
|---|---|---|
| The browser does not open the provider's window | Pop-ups blocked | Allow pop-ups for the site and try again |
| I see «Collegamento completato» (Link completed) but there is an error in the main window | The small window also appears with an error | What counts is the message in the main window (Linking with login on the provider's site) |
| «Nessuna pagina Facebook trovata» (No Facebook page found) | The account does not manage any pages, or no page was selected | Try again, selecting the page in the Meta window |
| «Questo account è già collegato a un altro account Narciso» (This account is already linked to another Narciso account) | The page, profile or number is in another salon | Unlink it from the other salon |
| «State scaduto» (State expired) or «Sessione di collegamento scaduta» (Link session expired) | More than 10 minutes | Start again, without lingering |
| After success, no messages arrive from Facebook | The subscription to the page's notifications might not have succeeded (with no error on screen) | Unlink and link the page again; if it persists, write to support (Support) |
WhatsApp Personale#
| Problem | Likely cause | What to do |
|---|---|---|
| The «Generazione QR Code…» (Generating QR Code…) circle never ends | The Hub is off or offline | Go back, check that the Hub is on and online, try again |
| Warning «Per gestire i barcode, devi prima acquistare Narciso Hub» (To manage barcodes, you must first buy Narciso Hub) | No Hub for the active location | Contact support from the «qui» (here) link; check that you are in the right location |
| «Il numero scansionato non corrisponde a quello indicato» (The scanned number does not match the one indicated) | You scanned with a different phone | Repeat with the phone of the number indicated |
| «Troppi tentativi» (Too many attempts) | More than 10 checks in 10 minutes | Wait a few minutes |
| WhatsApp messages no longer arrive, with no warnings | The phone has disconnected the device or the Hub has lost the pairing | Check the card and link again with a new QR |
Telegram#
| Problem | Likely cause | What to do |
|---|---|---|
| «Sessione scaduta» (Session expired) | 10 minutes passed or the program was restarted | Go back to step 1 and request a new code |
| The code does not arrive | The code arrives in the Telegram app (the «Telegram» chat), not by SMS | Check the app; «Invia di nuovo il codice» (Send the code again); avoid repeated requests |
Email and PEC#
| Problem | Likely cause | What to do |
|---|---|---|
| «Server SMTP … non risponde» or «Errore SSL/TLS» (SMTP server … does not respond, SSL/TLS error) | Port and SSL/TLS option do not match | Port 465 with SSL on, or 587 with SSL off (Email) |
| «Ha rifiutato le credenziali» (Rejected the credentials) | Wrong password or an app password is needed | Generate the app password from the provider |
| «L'accesso IMAP è disattivato» (IMAP access is disabled) | IMAP is off at the provider | Turn it on from the provider's panel |
| «Accedi a …» (Log in to …) leads nowhere (Gmail, Outlook, Yahoo) | The «Autenticazione» (Authentication) step is not completed | Write to support (Email) |
| Emails no longer arrive, with no warnings | Password changed, IMAP off or mailbox suspended | Update the mailbox with Ricollega (Link again) |