PTI errors and how to proceed

PTI invalid credentials

1. Go to your Add-on settings: Sites > [Site] > Add-ons > PTI
2. Verify your PTI credentials are correct

User not found by access code

There is a "PTI access code" in the unit rental's custom fields. We use this value to retrieve a previously created user in PTI.

This error happens when the access code in Storeganise no longer matches the access code in PTI Storlogix.

You need to ensure the access codes for this user matches between Storeganise and PTI.

Unit is vacant

Error code: -22

This error happens if Storeganise sends an unlock event, but the unit was already unlocked in PTI.

You can usually ignore this error.

Invalid unit name

Error code: -3

This error means that the unit name is not considered valid in PTI Storlogix.

Usually this just means that the unit name is too long (names in Storlogix must be 10 characters or less).

You can either:

1. Rename the unit in Storeganise to something accepted in Storlogix.
2. Create a unit in Storlogix and then put this name in the unit's pti_id custom field. During sync, that name will be used instead of the default unit name.

Request item was not found in the database

Error code: -404

This error happens when we try to re-sync an occupied unit, but the unit name (or pti_id custom field) no longer exists in PTI.

The unit could have been renamed or deleted. Please check and fix this by either ensuring a PTI unit exists for the Storeganise unit, or by setting pti_id to NONE on the Storeganise unit to disable further syncing to Storlogix.

User found by email differs from user found by access code

This error can happen during a move-in.

We notify you because there are duplicate PTI users: one matches a Storeganise user by email, another matches a Storeganise user by access code.

Please merge these 2 PTI users in one.