How Can I Troubleshoot and Resolve ProDemand Integration Issues in Tekmetric?

ProDemand integration issues in Tekmetric can arise due to various reasons, including account authorization problems, expired sessions, or browser-related errors. This guide provides a comprehensive overview of common causes and step-by-step troubleshooting solutions to help you resolve these issues effectively.

Common Causes of ProDemand Integration Issues

ProDemand integration errors typically occur due to:

• Expired subscription or failed payment on the Mitchell 1 account.
• Trial accounts that do not allow third-party API integrations.
• Using ShopKey Pro instead of a ProDemand subscription (Tekmetric requires ProDemand).
• Temporary security lockout after multiple incorrect login attempts.
• ProDemand account not authorized for API access or using non-master credentials.
• Browser-specific issues, such as outdated settings or blocked permissions.

General Troubleshooting Steps

1. Verify Account Credentials and Subscription

• Log in directly to the ProDemand website in a separate browser tab to confirm your credentials are correct. If you cannot log in, reset your password on the ProDemand website.
• Ensure your ProDemand subscription is active and compatible with Tekmetric. Contact Mitchell 1 or your ProDemand provider to confirm your account status and compatibility.
• Use the shop owner’s master account credentials, as manager-level credentials will not work for integration.

2. Reconnect the Integration in Tekmetric

• Navigate to Shop Settings → Integrations → ProDemand → Manage in Tekmetric.
• Select Disconnect, then Reconnect, and complete the sign-in process using updated credentials.
• After reconnecting, click Verify & Save to ensure the integration is active.

3. Address Browser-Specific Issues (Chrome)

If you encounter an "Access Denied" message or other browser-related errors:

• Update Chrome to the latest version.
• Clear cache and cookies, then perform a hard refresh (Ctrl + Shift + R on Windows/Linux or Cmd + Shift + R on macOS).
• Allow third-party cookies and reset site permissions for the ProDemand website.
• Enable pop-ups and redirects for the ProDemand site.
• Fully close and reopen the browser, then retry the integration.

4. Resolve Specific Errors

"Unauthorized: The supplied account is not authorized to view the requested data"

• Ensure you are using the shop owner’s master password.
• Verify with your ProDemand representative that your account is authorized for Tekmetric integration.
• Reset your ProDemand password and reconnect the integration in Tekmetric.

"ProDemand session may have expired"

• Reconnect the integration in Tekmetric by following the steps outlined above.
• Confirm your ProDemand account credentials and reset your password if necessary.

Conclusion

By following these steps, you can resolve most ProDemand integration issues in Tekmetric. If problems persist, contact Tekmetric support or your ProDemand provider for further assistance.