When you experience an issue while using PropertyBoss, it may not always be immediately clear whether the problem is coming from PropertyBoss or from your local technology environment.


PropertyBoss Client Care can help investigate PropertyBoss software issues and identify when a problem appears to be related to something outside the software. Issues involving your computer, network, internet connection, firewall, VPN, printer, or other local technology may require assistance from your IT provider.


TABLE OF CONTENTS

When to Contact PropertyBoss Client Care

Contact Client Care when the issue appears to involve PropertyBoss itself, such as:

  • Receiving an error message in PropertyBoss
  • A PropertyBoss feature, screen, or report is not functioning as expected
  • A PropertyBoss setting is not saving
  • A PropertyBoss or portal login or access problem
  • Unexpected behavior within PropertyBoss
  • A problem involving supported PropertyBoss functionality or an integration

If you are not sure where the problem originates, you can still contact Client Care. Troubleshooting may help determine whether the next step belongs with PropertyBoss or your IT provider.


When Your IT Provider May Be the Better Resource

Some problems originate from the technology used to access PropertyBoss rather than PropertyBoss itself. Examples include:

  • Internet connectivity problems
  • Wireless network issues
  • Network outages
  • Firewall restrictions or configuration
  • VPN configuration or connection problems
  • Antivirus or security software interference
  • Printer configuration or hardware problems
  • Workstation performance or configuration
  • Computer hardware failures

These areas generally require assistance from your internal IT department, managed service provider, or other technology provider.


A Few Ways to Help Tell the Difference

One user or computer is affected

If the same PropertyBoss function works for other users but not on one particular workstation, the local computer or its configuration may need to be investigated.


This does not automatically mean the problem is an IT issue, but testing another user or workstation can provide valuable information about where to focus troubleshooting. PropertyBoss troubleshooting guidance specifically uses whether the issue affects one or multiple users and computers to help determine whether a problem is isolated or more widespread.


Several users at the same location are affected

A shared internet connection, network, firewall, VPN, or other local technology can affect multiple people at the same location. PropertyBoss access depends in part on internet connectivity, network stability, and local security configurations.


You cannot connect to PropertyBoss

A connection problem does not necessarily mean PropertyBoss is unavailable. Your organization's network must allow the required connections to PropertyBoss, and firewalls, security appliances, content filtering applications, or endpoint protection software may require configuration to permit access.


Client Care can provide the required PropertyBoss server IP address and port number when needed for firewall or network configuration. Your IT provider is responsible for configuring your organization's firewall or network.


You are having a printing problem

If PropertyBoss successfully generates the document but the problem occurs when sending it to a local printer, the printer or local environment may need to be investigated. Client Care does not administer client printers, workstations, or local networks. 


What Client Care Can Do

Even when an issue appears to involve your local environment, Client Care may still be able to help with the PropertyBoss side of the investigation. Depending on the issue, Client Care may:

  • Troubleshoot PropertyBoss functionality
  • Help determine whether the behavior appears to originate within PropertyBoss
  • Provide PropertyBoss connection information needed by your IT provider
  • Identify when further investigation should focus on the local environment

Client Care cannot configure or administer your organization's firewall, antivirus software, VPN, network, printers, local servers, or workstations.


Your IT Provider and Client Care May Need to Work Together

Some issues involve the connection between PropertyBoss and your local environment. In those situations, your IT provider may need information from PropertyBoss Client Care while they investigate your network or workstation.


For example, PropertyBoss can provide required server IP and port information when firewall or network configuration is needed, while your IT provider manages the configuration of your local environment.


If your IT provider identifies something that requires information or investigation from the PropertyBoss side, Client Care can continue assisting with that portion of the issue.


What to Include When Reporting the Issue

Whether you believe the problem is with PropertyBoss or your local environment, providing detailed information helps determine where troubleshooting should begin. Include:

  • What you were attempting to do
  • What happened instead
  • The complete error message, if applicable
  • Who is affected
  • Whether the problem occurs on one or multiple computers
  • Date and approximate time
  • Screenshots when available
  • Recent computer, network, security, or configuration changes
  • Troubleshooting already attempted


Key Takeaway

You do not need to determine whether an issue belongs to PropertyBoss or your IT provider before asking for help.

Client Care can investigate the PropertyBoss portion of an issue and help identify when troubleshooting should shift to your local technology environment. When the problem involves your workstation, network, internet connection, firewall, VPN, printer, or other local systems, resolution may require assistance from your IT provider.


Additional Resources