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How to troubleshoot errors in VinMotion.

  1. Impersonate the user by pulling up the dealership then going to System Preferences -> Support and selecting the Impersonate tab. In the Username box, type in the email address the user uses to log into VinMotion. Click the black 'Impersonate' button at the bottom of the page. The Inventory page should load with your name showing a red line through it and 'Now Impersonating' with the user's email address to the left of your name. You can now see what the user is seeing.
  2. Have the user talk you through the steps taken just before the error appeared. If you get the same error, escalate the issue to your team lead and include screenshots of the page with the error and the page just prior to that page. If you can't duplicate the error, proceed to step 3.
  3. Verify which browser the caller is using (Internet Explorer, Firefox, Google Chrome). Safari and NetScape are not supported. VinMotion has a Browser Check feature under System Preferences ->Support. This page will show if there are software conflicts. There will be a link to the appropriate company's website if software needs to be updated.
    1. NOTE: The user needs to do this on his own computer as Impersonate shows your own settings.
  4. Talk the user through clearing their temporary internet files then have them exit the browser, relaunch it, and try again.