Common Troubleshooting: Arrival

Q: Why are guests being emailed that they have a waiver to complete that they have already signed?

A: Ensure there is not a mis-match of Validation Date configuration across Arrival and RTP|One Authorization configuration. A mismatch could result in guests being emailed that they have a waiver to complete that they have already signed, or vice versa. The arrival export, which determines the list of guests to email who have unsigned waivers to complete keys off the validation date set up on the waiver in RTP|One, while Arrival determines whether a waiver task is needed for a guest once they login to Arrival based on the validation date configured on the waiver task in Arrival. These MUST be aligned.

Q: A guest is receiving an email to complete tasks that they have already completed.

A: Because the email list is pre-processed, any changes in the list that happen after it is generated will not be accounted for throughout the day. For example, if the file is generated at 5am and emails are sent out at 5:30am, it is possible that a guest’s tasks to complete or media to pick up may have changed either due to them completing those tasks or something changing in RTP|One like a transaction being returned.