Troubleshooting

Experiencing an issue? Try these tips or reach out to your Achieve Manager or Sean Peterson for stupport.

Appointment Slots Not Showing to Students?

One of the most common culprits to this is conflicting calendar events. If a calendar event that is set to an availability of busy, out of office, or tentative conflicts with an appointment slot, Achieve will automatically "block" that slot (or take it offline) to prevent you from getting double booked. In these situations, you have a few options:

  • Change the event availability of the event that conflicts with the appointment slot to Free.
  • Remove the calendar event that conflicts with the appointment slot.
  • Contact you Achieve Manager or Sean Peterson to disable the auto block feature on your account if you don't want it on.
If you've checked for conflicting calendar events and that's not the issue, you may have a calendar event in your calendar that includes two hastags (#) in it. This is a rarer occurance, but if this is the case, Achieve will think those hashtags are program codes and will try to lookup the text between the hastags in it's database. Depending on the text inside, this can cause an error with your account. Once the event with the hashtags is found, remove the hashtags and your account should start syncing again within 5 minutes. Before digging through your calendar to see if this is the cause of the issue, feel free to reach out to Sean Peterson who can check things out on the backend to confirm if this might be the issue.

Appointments Not Showing On Your Outlook Calendar

If using the Outlook desktop or mobile app, first check to make sure your Outlook app is in sync. A quick way to do this is to log into Outlook in your browser at outlook.usu.edu. Once logged in, look at your calendar by selecting the calendar icon in the top left of the screen. If your calendar is correctly showing appointments there but not in your Outlook app, then your app is out of sync. There are a couple things you can try if your app is out of sync:

  • First, try restarting the Outlook app and possibly even your computer. This will sometimes get things working again.
  • If the first step doesn't work, log out of the Outlook app then back in.

Check-in Queue Issues

An appointment doesn't appear in the Reservation Lookup window.

This is often caused by your Reservation Lookup Preferences not having the program selected that the student booked the appointment under. Follow these steps to correct this:

  1. In the Check-in Queue, select My Preference then Reservation lookup preference.
  2. Select all programs whose appointments you want to see in the Reservation Lookup window.
  3. Click Set Reservation Lookup Preference.

A Checked In Student Doesn't Appear In Your Queue

This is often caused by your Center Preferences not having the program selected that the student's session is under. Follow these steps to correct this:

  1. In the Check-in Queue, select My Preference then Setup my center preference.
  2. Select all program whose sessions you want to see in the queue.
  3. Click Save.
  4. After a few seconds your queue should update or you can refresh the page to force it to refresh.

Other

You Hear a Random Noise

By default, Achieve plays a noise when a student is checked into the check-in queue under one of the programs you have selected in your check-in queue preferences. Do disable this, follow these steps:

  1. Select the gear icon in the top right of Achieve
  2. Under Check-in notification sound options select Disable.