The Troubleshooting Console is a powerful tool that enables Print Service Providers using GelatoConnect to proactively identify, track, and resolve issues across the entire production and logistics workflow. By providing full visibility into order progress and potential bottlenecks, it helps ensure smooth operations and minimizes disruptions before they affect deliveries.
Centralized Overview of Production and Logistics Issues
The Troubleshooting Console consolidates all critical information related to order processing, print jobs, shipping labels, and support interactions in one place. This unified view allows you to monitor ongoing issues, review resolutions, and take action independently—without waiting for support intervention.
Within the console, you’ll find multiple tabs, each dedicated to a key area of your workflow:
Orders – Track issues related to missing product data, pricing inconsistencies, or routing errors.
Stock – Monitor inventory-related problems affecting order fulfillment.
Shipping Labels – Identify and resolve carrier or API issues during label generation.
Support Tickets – Access and follow up on support cases linked to operational incidents.
Production Areas – View issues affecting specific machines or production lines.
Print Jobs – Detect upload or build errors in your production flow.
Print Plates – Manage problems connected to plate creation or reuse.
Each tab provides a structured list of issues, allowing quick access to their current state and related actions.
Monitoring and Understanding Issue Details
Issue Categories
Issues are organized based on the stage in which they occur within the order lifecycle. For instance:
Orders: May include missing pricing, incomplete product data, or routing failures.
Print Jobs: Typically involve file upload or build process errors.
Shipping Labels: Often relate to carrier or API integration issues.
You can explore both active and resolved issues to analyze recurring patterns and strengthen your preventive measures.
Issue Status and Filters
Each issue is labeled with a clear status indicator:
Active – The issue is still ongoing and requires attention.
Closed – The problem has been successfully resolved.
Archived – Issues manually hidden because they are no longer relevant. You can restore them at any time.
Filters allow you to refine your view based on severity (minor, major, or critical), making it easier to focus on high-impact incidents.
Example Workflow for Troubleshooting an Order
If an order fails—for example, because of missing retail prices on a cross-border order—follow these steps:
Locate the order:
From the Orders tab, click the corresponding Order ID.
If details don’t load, it means the order is still failing.Check the related print job:
Navigate to the Print Jobs tab and select the linked job.
When available, detailed information will appear, including:The exact stage of failure (e.g., Build and Upload)
The current status and next action (e.g., New print plate will be uploaded soon)
Review additional data:
Use the sidebar to check metadata, timestamps, and the responsible team for the issue.Go to the source of the problem:
Click the Fixing Issue link to be redirected to the relevant page where you can review or correct the issue.
Continuous Improvements and Integrations
GelatoConnect continues to enhance the Troubleshooting Console to deliver even greater visibility and control. Upcoming updates include:
Integrated Support Tickets:
Access and manage open support cases directly within the console.Expanded Shipping Label Insights:
Logistics module events will automatically appear, improving visibility into shipping-related errors.Advanced Archiving Options:
Archive active but irrelevant issues and restore them anytime when needed.
FAQ
How can I access the Troubleshooting Console?
You can open it directly from your GelatoConnect interface.
Can I view resolved issues?
Yes. You can toggle between Active, Closed, and Archived issues at any time.
What’s the benefit of the Fixing Issue link?
It saves time by taking you straight to the source of the problem, enabling quick review and correction.