Troubleshooting the Incident IQ Integration

Overview

Most Incident IQ integration issues fall into a small number of categories, and the majority resolve without contacting support. This article groups the common ones by symptom so you can work from what you are seeing to what to check.

If you are unsure where to begin, use the table below to find the relevant section.

Connection Issues

The connection to Incident IQ fails. Check three things in order. First, confirm the URL is entered in full, including https://, and points to your district's instance. Second, confirm the API token was copied completely — Incident IQ displays a token only once, so a partial copy is easy to miss and produces the same failure as an invalid one. Third, confirm the Incident IQ account used to create the token has administrator permissions.

If the token is in any doubt, create a fresh one in Incident IQ and enter it again.

Custom Field Issues

Test Custom Fields reports missing fields. The usual cause is a name that does not match exactly. Field names are matched character for character, so compare each one against the required list, checking the Senturo: prefix, the colon, capitalisation, and spacing.

The second cause is field type. Each field must be set to RichText. A field created as plain text will not render a link even with a correct name.

To check both quickly, navigate to Admin > Custom Fields in Incident IQ and search for senturo. All seven fields should be listed, each showing Field type: RichText.

Action Links Not Appearing

No Senturo links appear on any asset page, immediately after setup. The initial sync is most likely still running. It begins when Test Custom Fields first passes, and asset pages do not change until it completes. Senturo emails you when it finishes. Until that email arrives, no action is needed.

No Senturo links appear on any asset page, and the sync has completed. Run Test Custom Fields again to confirm the fields are present and correctly named. If the test passes and links are still absent across every asset, contact Senturo support.

Senturo links are missing on one specific asset. If the asset was added to Incident IQ recently, it has not been through a sync yet. See Sync Issues below.

Sync Issues

A newly added asset has no Senturo links. Senturo syncs with Incident IQ nightly. Assets added to Incident IQ receive their action links on the next nightly sync, so allow until the following day before investigating.

The initial sync is taking a long time. Duration scales with the number of assets, so large fleets take longer. Wait for the completion email rather than re-running the test.

Authentication Issues

A user cannot sign in to the Senturo Device Console. Work through the following:

1. Confirm the user is in the integration. Navigate to Integrations > Incident IQ > Manage > Manage Users and ensure they appear in the User Management list.
2. Confirm a key has been generated for them. Users added without Generate API Keys being run cannot sign in.
3. Confirm the email address. Authentication is checked against the email on the user's record.
4. Confirm the key is current. If the key has been changed since they last used it, the previous one no longer works. Issue them the current key.

A user was signed out unexpectedly. There are three causes: their API key was changed, they were removed from the integration, or their 90-day session expired. Check the user list first, then reissue a key if needed.

A user signed out on one asset and is now signed out everywhere. This is expected. Log out ends the session entirely rather than for a single asset, so the next action link opened on any asset will prompt for authentication again.

An administrator changed a key and the user is now locked out. Key changes take effect immediately and invalidate the previous key. Give the user the new key and they can sign in again. Nothing needs updating inside Incident IQ.

Permission Issues

A section is missing from the console navigation. The user does not hold the corresponding permission. Open their Manage User panel and check the relevant box. Note that Lock Device and Unlock Device are granted separately, so it is possible to hold one without the other.

Device Action Issues

Lock, Wipe, or Recovery report is unavailable. The device is set to Monitored. All three require the device to be set to Missing. Navigate to Actions › Status, select Missing, click on Update status, then return to the action.

Locking a device returns a notice about marking it Missing. The status has not been changed yet. Set the device to Missing and apply the lock again.

The Permanently wipe device button stays unavailable. Both the API key and the liability confirmation are required. Confirm the key is entered correctly using the eye icon, and that the checkbox is ticked.

Wipe is not available for a device at all. Wipe is supported on macOS and Windows only. Lock and unlock are supported on ChromeOS, macOS, and Windows.

A lock or unlock command appears to have done nothing. Commands apply the next time the device connects to the network. Check Last seen in the console header — a device that is offline or powered off has not received the command yet.

Data and Records Issues

The device location is out of date. Check Last seen in the console header. A device that is powered off, offline, or has lost location permissions cannot report a new position, so the console shows the last one received.

The Address column in location history is empty for most rows. An address appears only where one is available for the recorded coordinates. Those entries still carry valid coordinates you can use directly.

Location history has gaps. Positions are recorded at each check-in. A device that was offline or powered off produces no records for that period.

The user log looks incomplete. The log holds the last 15 sign-ins. Older records are not retained, so export the log if you need the current set on file.

Senturo Links Open in the Same Tab

Because of a platform limitation in Incident IQ, Senturo action links open in the current browser tab rather than a new one. To keep your place in Incident IQ, right-click the action link and select Open Link in New Tab.

Contacting Senturo Support

If an issue persists after working through the relevant section above, contact Senturo support at support@senturo.com.

Include the following so the issue can be investigated without a round trip:

• Your district's Incident IQ URL
• The serial number of any affected device
• The email address of any affected user
• What you were attempting and what happened instead
• Any error message or notice, with a screenshot if possible
• Roughly when the issue started
• How many devices or users are affected

Conclusion

Most issues with this integration trace back to one of four things: a custom field that does not match exactly, a sync that has not finished, a permission that was never granted, or a device that is still set to Monitored.

Checking those four first resolves the majority of cases, and the detail above covers what to do when the cause is something else.

FAQs

Q: Setup looks complete but no action links have appeared. Is something wrong? A: Probably not. The initial sync starts when Test Custom Fields first passes, and links appear only once it completes. Senturo emails you when it finishes.

Q: Why does a custom field with the right name still not work? A: Check the field type. Each field must be set to RichText; a plain text field will not render a link regardless of its name.

Q: A user can see the Location section but not Wipe. Is that a fault? A: No. Permissions are assigned individually, so users see only the sections they have been granted.

Q: Why will an action not run even though the user has the permission? A: Check the device status rather than the permission. Lock, wipe, and the recovery report require the device to be set to Missing.

Q: Do users need to update anything in Incident IQ after their API key changes? A: No. They sign in again with the new key the next time they open a Senturo action link.