If you’re experiencing trouble with the Gate app, look over the following list of troubleshooting tips:
When logging into the Gate app, tap Employee Login on the screen. This will redirect to the Carvana OKTA Login Screen.
Sign in with your Carvana Email and OKTA Password. If you keep getting an invalid entry error, you may need to change your Carvana OKTA Password.
On the Options page during stock in, if no options appear, slide your finger down the screen from top to the bottom. The page refreshes, and the options should display. You can use this same method for announcements and canned jobs. If a new announcement or canned job is added and doesn’t display, pull the screen down to refresh. The new additions should then display in those functions.
If the customer doesn’t display in the customer search but displays in AMS, the customer may not be authorized. The customer will need to be authorized in AMS to display in the Gate app. Please see Dealer Registration.
If printer labels are printing with tears or are misaligned, open the printer label door and check the print head below the metal tear-off bar. Adhesive or part of a label may be stuck to the print head. Carefully clean off the print head and try again.
If you’re having issues when logging in with the wheel just spinning, try turning off Wi-Fi on the device so that both Wi-Fi and cellular aren’t running at the same time. You will be connected only via cellular, which may correct the issue.
If you’re having issues when the user was idle for brief periods, the Bluetooth on the printer may have difficulty pairing. If the user has a personal iPhone in their pocket or nearby with Bluetooth enabled, the printer may have a conflict. Try disabling the Bluetooth on personal phones to see whether that resolves the issue.
