If a sync hasn't landed, a record won't save, or something in Salesforce doesn't look right, start here. Each answer tells you what caused it, what to do, and how to check it worked.
This guide covers ROLLER Connect for Salesforce, the integration between ROLLER and your Salesforce org. If you’re troubleshooting ROLLER Connect for printing — the app that connects receipt printers and hardware to ROLLER POS — see ROLLER Connect: Receipt printing troubleshooting instead.
This guide covers ROLLER Connect – CRM and ROLLER Connect – Groups & Events modules. To learn more, contact your customer success manager or the support team.
Common symptoms
Find your symptom, then go to the answer.
Symptom | Go to |
|---|---|
Salesforce records look out of date | |
A sync failed while I was creating an Opportunity | |
A product isn't in the list when I add products to an Opportunity | |
I can't edit a guest, booking or Order record in Salesforce | |
A resource block disappeared after I saved it | |
I selected All day but not every hour was reserved | |
The Opportunity doesn't show the resources I just added | |
The line item date didn't change when I moved the block | |
The payment amount doesn't match the event total | |
The booking total shows $0.00 after I reserved dates | |
Some of the dates I wanted weren't available | |
The availability search returned nothing |
Salesforce records look out of date (failed sync)
Start here whenever Salesforce records look stale. The ROLLER Setup page shows sync health for every connected venue.
From Salesforce:
Open the App Launcher.
Search for ROLLER.
Select the ROLLER Connect – Venue Setup app. It opens on the ROLLER Setup tab.
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A Salesforce permission controls who can open this page. Where you can't see it, contact your Salesforce administrator.
The page reports failures in two places:
The header row carries the total failed events across all your connected venues.
The Venue connections table carries a Status for each venue — Ready where it's current, a count such as 2 webhooks failed, or a message such as Bulk export callback timeout.
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How do I retry a failed sync?
On the ROLLER Setup page, select Reprocess in the header row. This queues every failed event across all your venues at once rather than one venue at a time, and the page confirms how many were queued.
Reprocess is unavailable when the failed count is zero.
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To confirm it's fixed, check that the failed count in the header row returns to zero and each venue's Status reads Ready.
Where the failed count doesn't clear after reprocessing, see When to contact ROLLER support.
A sync failed while I was creating an Opportunity
When a sync fails as you create an Opportunity, it’s flagged on the ROLLER Sync Status field on the record rather than in the failed event count on the ROLLER Setup page. Open the Opportunity and check ROLLER Sync Status to see what failed.
To confirm it’s fixed, check that ROLLER Sync Status no longer reports a failure on the record.
Where it doesn’t clear, see When to contact ROLLER support.
Products missing from an Opportunity
Why aren't my products showing when I add them to an Opportunity?
Products sync from ROLLER to Salesforce, but they're not added to your Salesforce Price Book automatically. A product that isn't in the Price Book won't appear when you add products to an Opportunity.
Add the missing products to your Price Book manually, or in bulk using the product sync tool in Salesforce.
To confirm it's fixed, open the Opportunity, select Add Products, and check that the product now appears in the list.
To learn more, see Sync ROLLER guest and booking data to Salesforce.
A record won’t save or edit (locked records)
ROLLER owns guest and booking data, and it flows one way into Salesforce. Records are locked in Salesforce to stop the two systems disagreeing, so the change almost always needs to be made in the system that owns it.
Why can't I edit a synced record in Salesforce?
Synced records are locked to prevent conflicts. Make the change in ROLLER and it flows through to Salesforce.
To confirm, refresh the Salesforce record and check that the updated value appears.
Why can't I edit the Order after Closed Won?
Orders are read-only by design, so booking data stays clean. To change a confirmed event, edit the Opportunity rather than the Order.
To confirm, check that the Order reflects the change you made on the Opportunity.
Why is the standalone Reservations Calendar read-only?
The standalone tab is a cross-venue reference view for browsing availability. Create and edit bookings from the Reservations Calendar on an Opportunity.
A group event block didn’t save as expected
My resource block failed to save. What happened?
The calendar releases the reservation it created, usually because ROLLER rejected the request when the resource was no longer available.
Check the error message at the top of the calendar.
Try again with a different resource or time slot.
To confirm it's fixed, refresh the page and check that the block appears on the calendar.
Why weren't all hours reserved when I selected All day?
Only the hours visible on the calendar are reserved. Where you take bookings outside your normal operating hours, those hours need to be visible before you place the block.
Select the settings icon (gear) in the calendar header.
Set Calendar Start and End Time to cover the hours you take bookings.
Place the block again.
To confirm it's fixed, check that the saved block spans the full range you selected.
To learn more, see Manage group event sales in Salesforce.
Why doesn't my Opportunity show the resources I just added?
The page doesn't refresh automatically after you add or edit resource blocks. Refresh the page.
To confirm, check that Event Start Date and Event End Date show the dates you selected, and that the calendar shows the block.
Expected behavior
These look like problems and aren't.
Why hasn't the line item date changed after I moved the block dates?
That's expected. Event Start Date and Event End Date on the Opportunity update when you change a resource block's dates, but the date on the Opportunity Line Item doesn't.
Why doesn't the payment amount match the event total?
The amount shown at payment is before card fees. Once the payment goes through, the fees populate the Fees field and ROLLER Total (inc. Tax) updates.
To confirm, check Fees and ROLLER Total (inc. Tax) on the Opportunity after the payment completes.
Why does the booking total show $0.00?
That's expected where you've reserved dates but haven't yet added the product the customer is paying for. The products that hold the resources carry no value of their own, so the total stays at $0.00 until you add the one that charges for the dates.
To learn more, see Reserve a resource across multiple days in Salesforce.
Some of my dates aren't available. Can I reserve the rest?
Not in the same search. Narrow the date range or deselect the days that fell short, select Check Availability again, then reserve the dates that are free.
To learn more, see Reserve a resource across multiple days in Salesforce.
Nothing came back available. Is the search broken?
No. Where the summary reads 0 fully available, every date you asked for is taken at those times for that many resources. Lower Resources Needed, move the times, or choose different days, then select Check Availability again.
To learn more, see Reserve a resource across multiple days in Salesforce.
When to contact ROLLER support
Contact your customer success manager or the support team where:
The failed event count doesn't clear after you reprocess.
Data isn't syncing and the ROLLER Setup page shows no failures.
You see unexpected behavior in the integration that isn't covered above.
When you contact support, include the venue name, the Status message shown in the Venue connections table on the ROLLER Setup page (see Salesforce records look out of date for how to open it), and roughly when you last saw correct data in Salesforce. That’s what support needs to trace the failed events.
Salesforce itself is outside ROLLER's support scope. Configuration, user permissions, page layouts, custom fields and anything else not related to the integration go to your Salesforce administrator or Salesforce support. Where you're not sure which side the problem sits on, contact the support team and they'll help identify it.