What to do if RetailVista Mobile is not working?

This document describes the steps that can be taken when RetailVista Mobile is not working. Although a customer can use this document, it is also written for first and second line support to test certain conditions. 

1 - Test if the site where RetailVista Mobile is being used still has internet access.

Preferably do this on the device itself, by starting the Safari browser for example. Open any website there (for example www.google.com) and see if the website appears. If not, then the device does not have an internet connection or there is something wrong with the connection at the location.

2 - Go to the URL https://connect.retailvista.net/favicon.ico using a browser. An icon image should now appear. If it does not appear, it seems that the RetailVista Mobile environment is not operational. Contact the support desk about this issue.

3 - Go to the URL https://api.mobile.retailvista.net/<Instance name>/favion.ico using a browser. Replace the text <Instance name> in this URL with the part behind https:/www.retailvista.net/ that you normally use to log in to RetailVista. An icon image should now appear. If it does not appear, it seems that the RetailVista Mobile environment is not operational. Contact the support desk about this issue.

In QA528 (internal document for NedFox), a follow-up is described if the above steps are all functioning correctly but RetailVista Mobile still does not work.