Overview

If your myKaarma Desktop Application is freezing, running slowly, not refreshing, experiencing login issues, or behaving differently from the browser version, follow the troubleshooting steps below to help identify and resolve the issue.

Step 1: Check for Service Interruptions

Before making any changes to the application, confirm whether myKaarma is experiencing a service interruption.

1. Visit the myKaarma Status Page.
2. Check for any active incidents or reported service disruptions.
3. Determine whether the issue is affecting only your computer or multiple users at your dealership.

Important: If there is a confirmed service interruption, avoid reinstalling the application unless instructed by myKaarma Support.

Step 2: Restart and Refresh the Application

Many temporary performance issues can be resolved by restarting or refreshing the application.

1. Save any work that is still accessible.
2. Completely close the myKaarma Desktop Application.
3. Reopen the application and attempt the same action again.
4. If the issue continues, locate the orange bar at the top of the application window.
5. Select Clear Cache or Refresh, if available.
6. Allow the application to reload and check whether the issue has been resolved.

If the issue persists, continue to the next step.

Step 3: Test myKaarma in Your Web Browser

Testing the browser version can help determine whether the issue is specific to the Desktop Application.

1. Open your preferred web browser.
2. Navigate to myKaarma Web Application.
3. Sign in using your myKaarma credentials.
4. Attempt the same action that was failing in the Desktop Application.

If the browser works correctly: The issue may be isolated to the Desktop Application or your computer.

If both versions experience the same issue: Additional investigation may be required to determine whether the issue is related to the platform, account, or dealership configuration.

Using the Browser Temporarily

If the Desktop Application is unavailable, you may continue using supported myKaarma features through your browser.

• myKaarma Web Application: https://app.mykaarma.com/
• myKaarma Web Notifier: https://app.mykaarma.com/notifier.html

Please note:

• Web Notifier notifications remain within the browser rather than appearing as Desktop pop-ups.
• Desktop-integrated card-reader functionality is not available through the browser.
• Before repeating an action, verify that the original request was not already completed to avoid duplicate messages, appointments, or payments.

Step 4: Verify Your Desktop Application Version

An outdated application version may contribute to performance or compatibility issues.

To check your installed version:

1. Open the myKaarma Desktop Application.
2. Locate the orange bar at the bottom of the application.
3. Identify the currently installed version number.
4. Compare your version with the latest available release listed in our installation guide.

Install myKaarma Desktop Application

If an update is required, please contact your dealership's IT department for assistance with installing the approved version.

Step 5: Reinstall the myKaarma Desktop Application

If the previous troubleshooting steps do not resolve the issue, a clean installation may be necessary.

Before proceeding: Confirm there are no active myKaarma service incidents and that the issue persists after restarting, refreshing, and testing the browser version.

Reinstallation Instructions

1. Contact your dealership's IT department or someone with local administrator permissions.
2. Open Windows Settings and navigate to the installed applications section.
3. Locate and uninstall the myKaarma Desktop Application.
4. Restart your computer if prompted.

5. Download the current installer using the link below:

   Download and Install myKaarma Desktop Application

6. Complete the installation using your dealership's approved settings and payment-device configuration.
7. Launch myKaarma Desktop and verify that the application is functioning correctly.

Important: The myKaarma Cleaner utility should only be used when specifically directed by myKaarma Support and when the standard Windows uninstall process is unsuccessful.

Common Issues and Recommended Troubleshooting

Step 6: Contact myKaarma Support

If the issue continues after completing the troubleshooting steps above, our Support team will be happy to assist.

Please contact us if:

• The issue persists after an approved reinstallation.
• Multiple users or computers are experiencing the same behavior without a reported service interruption.
• A feature that requires the Desktop Application is preventing you from completing your work.

Information to Provide

To help our team investigate efficiently, please include:

• Your installed myKaarma Desktop version.
• Your computer's Windows version.
• A description of the issue or any error messages.
• When the issue first started.
• Whether one or multiple users are affected.
• Whether the same issue occurs in the browser.
• Screenshots of the issue, with sensitive customer information removed.

Providing these details will help us narrow down the cause and determine the appropriate next steps.

Additional Resources

For further assistance, please refer to the following Help Center articles:

• Install myKaarma Desktop Application
• Troubleshooting login issues in the myKaarma app
• Find your myKaarma Desktop or Mobile app version
• Check the status of myKaarma