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I'm seeing an Awkward Turtle on Channel 11

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Does this look familiar?

If it does, check the following:

Do you have a channel with programs that are tied to a connection, either Salesforce or Google (Contest Leaderboard, Scorecard Leaderboard, Salesforce Reports, Google Sheets)? If so and the connection is lost or data has changed the connection will be broken to the TVs and you might see the familiar Awkward Turtle pop up on your screen.

If this happens, check your programs for issues. First, click the program open to edit.
  1. Contest Leaderboard -

    1. Perhaps someone has changed the name of the contest (inside of Salesforce). If this is the case you can simply select the new name of the contest.
    2. If you are using "Cycle Active Contests" or "Cycle Live Contests" there could be no contests currently running which would cause the Awkward Turtle to show up. In this instance, we suggest adding some more programs to the channel such as Salesforce reports, Scorecard Leaderboards, Images, etc. so that you will have an active Channel when your next Contest is live.
    3. The Salesforce Connection could be broken. If the person who created the program is no longer active in Salesforce the connection will be broken. In this case, we suggest deleting the old program and simply building a new program from your own connection.
  2. Scorecard Leaderboard - 

    1. If the profile, team, or metric that the program is built around no longer exist it will cause an error. Once you open that program up to edit, you will have the chance to either select a new profile, team, or metric and then you should be all set.
    2. The Salesforce Connection could be broken. If the person who created the program is no longer active in Salesforce the connection will be broken. In this case, we suggest deleting the old program and simply building a new program from your own connection.
  3. Salesforce Reports -

    1. If the report no longer exists you can either edit the program and connect a new report or simply delete that program
    2. The Salesforce Connection could be broken. If the person who created the program is no longer active in Salesforce the connection will be broken. In this case, we suggest deleting the old program and simply building a new program from your own connection.
    3. You may also see an error saying "You cannot run more than 500 reports synchronously every 60 minutes" and while you don't have 500 reports running on a channel, you may want to cache those programs (even caching every 10 minutes will help) because as the programs cycle through they are actively looking for new data every time the program is on the screen which could cause you to hit that 500 report limit. See the discussion here for more information.
  4. Google Sheets - 

    1. The connection to Google could be broken or have been deleted, if this is the case you'll need to go to Settings (in app.leveleleven.com) and re-connect your Google account and then you can fix the program
    2. If this program was built by someone else you may not have access to their Google account anymore. Either get in touch with that user to see if that is the case or you may want to delete that program and make a new one of your own.


Reach out to gethlep@leveleleven.com or your CSM if you still have questions or if none of these seem to be the cause of your Awkward Turtle.

 
Still need assistance? Email gethelp@leveleleven.com
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