Troubleshooting
Why are the Pet owner details not appearing on the Run Sheets?
Ensure the Pet Owners account has been validated and linked to an Authoritative Address record.
For assistance with this process, check out: Validating A Pet Owner’s Address Within Their Profile
Why is the Address not showing on the Canvassing Map?
To start, check if the address is in the Authoritative Address tool and if the address was not found, you’ll need to add the address into the Authoritative Address tool. For assistance with this process, check out: Adding An Authoritative Address
If that didn’t work, update the latitude and longitude by searching the address on Google Maps and compare the latitude and longitude and make any updates required.
For assistance with this process, check out: Editing An Authoritative Address
*Keep in mind that any associated Pet Owner accounts will need to be validated if you want them to appear with the address.
For assistance with this process, check out: Validating A Pet Owner’s Address Within Their Profile
Why is there a substantial amount of addresses missing from my Canvassing Zone?
This is due to the GIS data provided at the time of the initial launch with DocuPet. This is easily rectified as missing Addresses can be added through the Authoritative Address Tool at any time.
For assistance with this process, check out: Adding An Authoritative Address
I keep getting a Red Banner that says “There are new addresses in this zone’s map area not included in this zone’s plan” - what does that mean ?
If you see this banner appear, please reach out to Administrative Support for assistance.
Why is the address missing from the Run Sheet, Unvisited or Visited lists?
The first step is confirming that the address is in the Authoritative Address Tool. Next, check that the latitude and longitude associated with that address is accurate.
If the address was recently added into the Authoritative Address Tool, did you also validate any Pet Owner accounts with that address?
For assistance with this process, check out these resources:
Searching For An Authoritative Address
Editing An Authoritative Address
Adding An Authoritative Address
Validating A Pet Owner’s Address Within Their Profile
If neither of those solutions correct the issue, please reach out to Administrative Support for further investigation.
Why is the address I added to the Authoritative Address tool not visible on the unvisited list?
If you experience this issue, please reach out to Administrative Support for assistance.
Why are there duplicate civic numbers on the canvassing map or overlapping civic numbers?
Our system works in tandem with Google Maps which is constantly updating, though it may take away from the appearance of the canvassing map it does not affect the functionality. No steps need to be taken to correct this, there is no issue.
That being said, our team is looking into a solution to hide what Google is displaying to prevent the duplicates/overlapping issue.
New Authoritative Address added to a run and the address falls within an existing minimum/maximum address block but the address isn’t showing on the map.
Go to the ‘Plan Walking Route’ for the zone, hard refresh the screen by clicking ‘Shift’ and then the refresh icon, then hit ‘Save’.
A new Authoritative Address was added to a run that falls outside the minimum/maximum address block for an existing zone.
Go to the ‘Plan Walking Route’ for the zone, hard refresh the screen by clicking ‘Shift’ and then the refresh icon, then hit ‘Save’.
How do I exclude an address from canvassing?
Currently, there is no way to leave an address out of canvassing and this is on the teams radar as an enhancement down the road.
Current Solution:
By using the Authoritative Address Report, add a report for each address and mark as ‘Do not visit’ and add ‘Reason Trespassing’ as the reason. Set the expiration date a long way in the future.
You can complete this through the Canvassing Resident Complaint Tracking which is found on the main home page under Canvassing Management. For assistance with this process, check out: Pet Owner Complaint Tracker
Another option would be to remove the latitude and longitude from the addresses and they won't appear on the canvassing run.
There are addresses in the zone/run area that don’t exist or appear in the wrong spot on the map.
Start by confirming that these are valid addresses with your Authoritative Address tool. From here, you’ll proceed with updating the latitude and longitude for those specific addresses. But if the address does not exist, delete the Authoritative Address record.
If those steps do not correct the issue, please reach out to Administrative Support for further investigation.
How can I make a house stand alone and separate from units?
The team is working to add a boolean to the Authoritative Address records which will allow administrators the ability to identify when a house is a stand alone address outside the unit numbers located at the address.
Current Solution: By adding a fake unit number to the main address will separate it as a unit on its own. For assistance with this process, check out: Adding A Unit To An Authoritative Address
Why are the apt/unit numbers out of order on my printed run sheets and unvisited list?
This is a known issue, our team is planning on tackling this down the road, but the main civic number will keep those apartments together, they just may not be in numerical order.
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