Category: Frequently Asked Questions

What is the best way to clean the lanyards?

You can wash them in the washing machine in a laundry bag at maximum of 60 degrees Celsius. We advise to tie the lanyards together (25 pieces per bundle) so they will not get tangled.

What to do when your visitor did not receive the MapMyVisit e-mail?

During the day, yours visitors enter their email address in the MapMyVisit console if they would like to receive their tour at home. After the automatic daily sync the visitors will receive their emails.

If not, please check if all your Podcatchers have synchronized. After synchronization our system will send the invitation email to the email address of the visitor.

When can I expect my package?

The hardware will be delivered approximately 2 weeks before the start of your contract. As soon as we have send the package to you, you will receive an email from UPS with a track & trace link.

Note! customers in the UK may need an Economic Operators Registration and Identification number (EORI number) to receive goods from the EU. More information about this can be found on the government page https://www.gov.uk/eori

Shipping costs

The shipping costs for the initial shipment and the return shipment are te be payed by the customer as well as shipment costs for the replacement of missing equipment.

Shipping costs for the shipment of faulty Podcatchers to Guide ID are also to be payed by the customer, but the costs for sending them back are for our account

Why do I get a notification email regarding the synchronization?

You will receive a Podcatcher Alert email when;

  • The last automatic (daily) synchronization has taken place more than 7 days ago
  • if the number of Dockingstations connected, is inconsistent with how many there should be according to the Sync details entered in the Portal.

You will receive these alerts until the problem has been solved at the location.

If you do not want to receive these alerts at all,  you can change it in the Podcatcher Portal > Manage account > at the bottom of the page you will find the different notifications you can disable or enable.

How long does a synchronization take?

The daily synchronization which downloads the logs data for the analytics, sends the MMV e-mails and checks the Podcatchers for errors, only take a few minutes each day. If you have made a few small changes which need to be synced, it will not take that long.

When you Sync your content for the first time and all the new content has to written on to the Podcatcher,  it can take a long time depending on the amount of content you have.

On average; it will take a Podcatcher as much time to sync as the total amount of audio (in minutes) you’ve uploaded since the last sync.

For instance, if you have an audio tour of 30 minutes in 2 languages, you have about 1 hour of content. It will then take a Podcatcher 1 hour to sync. Important: there are up to 10 Podcatchers in one Dockingstations, and they all sync one after another. So for all 10 Podcatchers to finish the Sync it will take 10x 1 hour = 10 hours in total. If you have multiple Dockingstations, all the Dockingstations start syncing simultaneously.

If you would like to add multiple languages, but you do not have enough time before the opening to Sync all the languages, we advise to upload, publish and sync one or two languages for now. You can add the rest later.

My Syncconsole will not start, even after rebooting my PC, what can I do?

If rebooting your PC does not work and you have a screen and keyboard which you can connect to the PC, check  whether the application’s settings file has been corrupted. The file is located on the C: drive > Program Files > Guide ID > Podcatcher Sync > Data > Right-click on the settings file > open it with Notepad. If it’s empty, close the file again and replace that file with the file in; https://help.guideid.com/wp-content/uploads/Settings.zip

After replacing the file, restart the Podcatcher Sync service and/or the PC.