Troubleshooting

Clearing your web browser cache removes stored files that can cause connection or loading issues in Kennel Connection’s Live Access and Client Portal. This simple troubleshooting step can help staff and clients get back to using these tools with fewer interruptions.

If a Clover payment succeeds in CardPointe but the invoice still shows as unpaid in Kennel Connection, these steps help you correct the invoice and receipt without charging the card again. This keeps your payment records accurate and helps prevent duplicate charges.

Kennel Connection lets you control Clover receipt printing, turn tip prompts on or off, and set custom tip amounts when using the CardPointe integration. These settings help you match checkout to your business’s tipping policy and receipt preferences, with custom tip options available on the terminal and through Text to Pay.

If a Client Portal login connects to a duplicate or incorrect client record in Kennel Connection, clients may see missing appointments, incorrect pets, or outdated details. Correcting duplicate records and resetting the login helps clients access the right information and reduces confusion for your staff.

Printing certain reports, such as run cards, from the Kennel Connection Dashboard may open a new browser tab and leave the Dashboard showing a spinning icon. Adjusting your browser’s link-opening settings may help prevent this, reducing interruptions so your team can print reports and get back to work.

Decline reasons in Cardpointe help you understand why a payment or refund didn’t go through and what to do next. This helps your team guide clients toward a solution, such as using another payment method, contacting their bank, or voiding a same-day payment instead of refunding it.

Deleting vaccinations in Kennel Connection lets you remove entries you no longer need from your business’s vaccination list. This helps keep your list current, but deleting a vaccination also removes it from every pet it’s assigned to and cannot be undone, so review carefully before deleting.

The Duplicate Run Number error means the name you’re trying to add is still assigned to a deleted run. Permanently removing the old run lets you reuse the name and helps prevent duplicate appointments from appearing on your schedule.

Connect your Microsoft Office 365 email account to Kennel Connection to send appointment confirmations, invoices, receipts, vaccination reminders, and other client messages. Setting up and testing your email connection helps your business keep clients informed using your existing business email address.

The Timesheet report in Kennel Connection helps you track employee hours. If it won’t print because a punch-in time or date comes after the punch-out, correcting the entry allows the report to calculate hours and print so you can review staff time accurately.

Connecting your Clover terminal to a mobile hotspot lets you process payments using a phone or hotspot device’s cellular connection. This gives your business a backup when your regular internet is unavailable, helping you keep checkout moving.

Remote support lets a Software Connection agent connect to your computer to help troubleshoot issues with Kennel Connection and get your business back on track. You must start the session yourself and can end it at any time, so only join when you know and trust the support request.

Kennel Connection lets you find and permanently remove a deleted run that’s blocking you from adding a new run with the same number. Managing runs separately for each location helps prevent duplicate appointments on the schedule and keeps your run lists accurate.

Kennel Connection links Client Portal signups to existing client records using contact information, but duplicate records can cause a login to connect to the wrong account. Fixing duplicates and resetting the login helps clients see the correct pets, appointments, and details, reducing confusion and support requests for your business.

Pet photos may appear sideways in Kennel Connection even when their thumbnails look correct. Rotating the photo in Windows Photos and saving it to the Pix folder on your main computer or server helps keep pet pictures easy for your staff to view and recognize.

If your multi-location schedules no longer display colors, click the Status button to turn them back on. Status colors help your team quickly scan the schedule and stay organized across locations.

Kennel Connection lets you leave the In Date and In Time blank on Boarding, Grooming, Daycare, and Special Services appointments so employees must enter that information. Enable these settings separately for each location to help ensure staff record arrival details rather than rely on preset values.

If your Clover device asks for a passcode you don’t know, you can try Quick Access or the default code to get back to the customer screen. These steps help your business keep checkout moving, with support available if you’re still unable to get in.

Troubleshooting PetDetect printing in KC Cloud helps you check the print helper, confirm printer settings, and identify when additional support is needed. These steps can resolve common printing issues and help your team get back to daily tasks with fewer delays.

Reset your KC Cloud admin password from the Staff Login page using the email address linked to your account. This helps you regain access so you can get back to managing your business. Keep access to the admin account and its email limited to the owner and trusted managers to protect important settings.

Screenshots let you show Kennel Connection Support exactly what you’re seeing on your screen. Windows screenshot tools make it easy to capture and share an issue, helping support troubleshoot more quickly so you can get back to running your business.