Troubleshooting guide: What to do if you don't see data coming through

Environment Verification:
​Confirm that you are operating in the correct environment—whether Sandbox or Production—based on your testing phase.

Verify your webhook:
​Ensure that your webhook address is correctly written. Sometimes, a small typographical error can be the cause of data transmission disruption. Review the address carefully and correct any possible errors.

Confirm the functionality of the webhook:
​Verify that your webhook is functioning correctly. Malfunction could be the reason why information is not arriving. Make sure all components are operational, and there are no technical issues affecting data transmission, also remember that your webhook needs to have an SSL certificate to ensure safety, otherwise ROOK will not be able to send you the data.

Partner Permissions:
​Verify that ROOK is listed as an authorized partner in the user's data source platform.

Verify the User's Connection to the Data Source:
​On the connection page, ensure the user's status is set to TRUE or shows "connected."

User Permissions:
​Ensure the user has granted all necessary permissions for ROOK to access their data.

Access Revocation:
​Check if the user inadvertently revoked ROOK's access to their data.

Data Source Synchronization:
​Verify if the user has recently interacted with their data source application, necessary for the wearable device to send data to the server.

Check the Logs in Your Portal:
​Visit the logs section at https://www.clients.portal.tryrook.io/home/logs to filter information by user for efficient troubleshooting.

Contact Us:
​If you have reviewed and confirmed all aspects mentioned but still do not see data arriving, please contact us. Our technical team is ready to help resolve any issues you encounter. We will work diligently to identify and solve problems that may be hindering data transmission through your webhook.