The Coffee Concierge (Facebook Messenger Bot) is not working, how do I | Bonaverde

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The Coffee Concierge (Facebook Messenger Bot) is not working, how do I troubleshoot?

We know that the Coffee Concierge can be quite frustrating sometimes. We're working on it -- Sorry!

But in the interim, here are a few things you can do to troubleshoot.

First, make sure your machine is online!

With the machine plugged in, open and remove the roaster drawer. With the drawer removed, look deep inside the machine just below where the drawer slides in/out for a blinking red light. If the light is blinking steadily every 2 seconds or so then the signal should be fine. If the light is blinking quickly every 1 second or so then the signal is likely quite poor and you should try moving the machine to get a better reception. Here is a video of what the blinking red light should look like.

If you see the blinking red light every two seconds, here are some things you can do to try to troubleshoot:

1. If you have never connected to the coffee concierge before try this:

Go to http://concierge.bonaverde.com/ and type "Hello" and you will be guided through the registration.

You will be asked for your IMEI number (International Mobile Equipment Identity), which is a 15 digit number which for the Berlin machine usually starts with '35704'. The IMEI is printed on a sticker located on the base of your machine along with the serial number. Once you provide that, one of 2 things will happen:

1) The machine will not understand your EMEI. Please try re-enter this, in case it was incorrectly typed; otherwise, please send an email with your number to support@berlin.com so we can perform some diagnostic tests remotely.

2) The machine will answer back stating it is ready to start making coffee. Yay! We made it!

2. If you have connected your machine in the past try this:
a) Type in "Cancel" to reset the Concierge. You may be prompted to reenter your IMEI number.

b) If this doesn't work try typing "Get Started" and you should be prompted to re-enter your IMEI (you can also use this if you are trying to control another machine (e.g., if your friend has one too).

c) You can also try typing "debug" and the bot will run a set of diagnostics. You can then share these diagnostics with our customer support team. The debug will display some additional information for you to understand:

- Is Connected: 'true' means your machine is online, 'false' means it is offline.

- Link Quality: Good or Poor with a number. If Link Quality is poor at 1 or less, please try relocating your machine and then run debug again, in case you cannot get a link quality of 2 or higher, unfortunately, you will be limited to operating the machine solely offline, using the RFID tags.

- Air Ventilation Filter status: false means you need to replace the air filter.

If none of this works, but you still want coffee instantly, you still have offline functionality by using the RFID tags on the coffee pouches or by using the Coffee Changers badge.

If you are having trouble with the Coffee Concierge here are a few things you can do to troubleshoot.

First, let's be sure your machine is able to receive a signal from the network. Please be sure the machine is plugged in and then open and remove the roaster drawer. With the drawer removed, look deep inside your machine just below and to the left of where the drawer slides in/out and you should see a blinking red light. If the light is blinking every 2 seconds or so then the signal is capable of receiving a signal and the problem may be poor 3G connectivity in your area.

If you see the blinking red light every two seconds, here are some things you can do to try to troubleshoot:

1. Be sure you are connected to concierge.bonaverde.com. Have you been prompted for your IMEI number (International Mobile Equipment Identity), a 15 digit number which for the Berlin usually starts with 35704? The IMEI is located on the bottom of your machine along with the serial number. If you have not yet connected then type 'Hello' into the Concierge and we'll initiate the process to get you properly connected.

2. If you have already connected, try a reset. Type in "Cancel" and this should reset the Concierge. You may be prompted to reenter your IMEI number but you should not need to be re-added as you will already be noted as an accepted user. If this doesn't work try typing "Get Started"and you should be prompted to re-enter your IMEI (you can also use this if you are trying to control another machine (e.g., if your friend has one too).

3. You can also try typing "debug" and the bot will run a set of diagnostics. You can then share these diagnostics with our customer support team. Here are a few quick hints

  1. IsConnected:true-thismeansyourmachineisonline(falsemeansitisoffline)

  2. Link Quality: Good or Poor with a number. If the value is >1 then it is medium quality. If value is 2 or higher it is definitely strong enough to run machine. If Link Quality is poor at 1 or less,

    please try relocating your machine.

  3. Last Report Happened- Shows when the machine was last online. It is in (YYYYMMDDHHMMSS) format with no spaces

  4. Air Ventilation Filter status: true -- this means your air filter is fine, false means you need to

replace it (and the lights at the bottom of the machine should glow yellow)

If you are still unable to connect, please complete this form.

If the red light is blinking very quickly or not blinking at all please make note of this in the last question on the form. This is extremely rare -- no doubt a little frustrating (sorry!) -- and most people just don't see the light the first time, so please note you really have to peer deep into the inner bowels machine!

We will keep you posted about our improvements regarding the connectivity issues, and of course new updates to our coffee concierge as they happen!

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