Help and Troubleshooting › Configurations
2 Factor Authentication
| Symptom | Likely cause | Fix |
|---|
| The required user record is not visible. | The current user or field filter is too restrictive. | Review Filter by user and Filter by field, adjust the criteria, then select Refresh (icn icn-update). |
| The displayed list does not reflect recent changes. | The screen has not been refreshed. | Select Refresh (icn icn-update) and review the displayed entries again. |
| A file was added but is not retained. | The attachment was not confirmed or the record was not saved. | Use Attach, confirm with Ok, verify the file in Files (), then select Save or Save and Close. |
| You cannot confirm which record you are working on. | Multiple entries may be selected or the view is not filtered. | Check Selected items and apply Filter by user before using Two-Factor Authentication (twoFactorAuth), Log History (logHistory), or Attach. |
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Account Managers
| Symptom | Likely cause | Fix |
|---|
| The required account manager does not appear in the list. | The list is not filtered to the correct value, or the search query is too specific. | Review or clear the value in Search, then use Select... or Select to refine the records again. |
| Important account manager details are not visible. | The current layout does not include the required columns. | Select Columns Chooser and include the needed columns, or select Standard Layout. |
| A custom list arrangement is not retained. | The layout changes were not saved or updated. | Use Save for a new layout or Update Current for the selected layout. |
| The wrong layout is displayed. | A different layout is currently selected. | Select Standard Layout to return to the default list arrangement, then select or create the required layout. |
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Frequent Currencies
| Symptom | Likely cause | Fix |
|---|
| The required currency is not visible. | The list may not be filtered correctly, or the displayed information may need refreshing. | Enter a code or name in Search, select Apply filter, and then select Refresh (icn-update) if necessary. |
| The list shows too many records to review efficiently. | No search or filter has been applied. | Enter a relevant currency code or name in Search, then select Apply filter. |
| The filtered result is no longer needed. | A search or filter operation is still active. | Select Cancel and review the list again. |
| A required currency cannot be found after searching and refreshing. | The currency may not be present in the frequent-currency list. | Select New to start a new record. Complete only the fields and actions shown in the new-record view. |
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Flags
| Symptom | Likely cause | Fix |
|---|
| The required flag is not shown. | The search text is too specific, incomplete, or incorrect. | Revise the value in Search and select Apply filter again. Try a shorter or alternative keyword. |
| The list still does not show expected results after searching. | The displayed information may need to be updated. | Select Update (icn-update), then repeat the search and select Apply filter. |
| A new flag was started but should not be created. | The record is not ready for confirmation or an existing flag was found. | Select Cancel, then search the list again using Search and Apply filter. |
| The exported list does not contain the expected records. | The export was created from a filtered display. | Review the current value in Search, select Apply filter, confirm the displayed list, and then select Export again. |
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Branches
| Symptom | Likely cause | Fix |
|---|
| Changes are not visible after leaving the branch form. | The form was closed without selecting a save action. | Reopen the branch record, enter the changes again, and select Save or Save and Close. |
| The wrong branch information was updated. | The branch record was not checked before editing. | Review Branch and Full Name before changing legal, tax, or address information. Save the corrected values with Save or Save and Close. |
| A branch selection cannot be completed. | A selection window may still be open. | Choose the required value and select Select to confirm it. |
| A branch was deleted by mistake. | Delete was selected for the wrong record. | Check whether the branch can be entered again using the branch entry form. The supplied screens do not show a restore action. |
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Products
| Symptom | Likely cause | Fix |
|---|
| The required product is not visible. | The list is not filtered to the correct description, or the desired product is not present in the displayed results. | Enter a more specific value in Search and review the results. If no suitable record exists, select New to begin a record. |
| The product list does not show the information needed for review. | The active layout does not include the required columns. | Select Columns Chooser, adjust the displayed columns, and select Update Current or save a new layout with Add Layout. |
| A layout change was made by mistake. | The current layout was updated unintentionally. | Select Standard Layout to use the standard page arrangement. For future changes, use Add Layout before saving a separate view. |
| A layout was removed unexpectedly. | Delete Current was selected while that layout was active. | Recreate the required layout with Add Layout, enter a new Layout name, select the needed columns through Columns Chooser, and select Save. |
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Custom Fields
| Symptom | Likely cause | Fix |
|---|
| The required item is not visible for selection. | The current user or field filter may be too restrictive. | Review Filter by user and Filter by field, then use please select or Select... again. |
| The wrong items appear in Selected items. | An incorrect value was selected or the selection was made before filters were reviewed. | Recheck the filters, select the appropriate value with Select..., use Select, and verify Selected items before saving. |
| The selection was saved but the screen remains open. | Save was selected instead of Save and Close. | After confirming the selection, select Save and Close when you are finished with the screen. |
| A required supporting file cannot be confirmed. | The file list has not been reviewed after using Attach. | Use Attach as required and check files[] before selecting Save or Save and Close. |
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Dashboard Settings
| Symptom | Likely cause | Fix |
|---|
| The required layout is not visible. | A search value may be filtering the list. | Clear or revise Search, then locate the layout again. |
| Changes to an existing layout are not reflected. | The layout may not have been updated after editing. | Select the required layout and use Update Current. |
| A new layout is not available after entry. | The new layout may not have been saved. | Confirm Layout name is entered and select Save. |
| The wrong layout is selected for removal. | The current layout was not reviewed before deletion. | Stop before using Delete Current, locate the correct layout with Search, and verify the selected record. |
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Dynamic Validation
| Symptom | Likely cause | Fix |
|---|
| You cannot complete the selection. | An option has not been confirmed. | Choose an available value in Please Select..., then select Select. |
| A file is not associated with the configuration. | The file was not added or the file dialog was not confirmed. | Select Attach, add the file to files[], and select Ok when available. |
| Changes are not retained. | The screen was closed without using a save action. | Select Save to remain on the screen, or Save and Close to save and exit. |
| You cannot find a setting on the current tab. | The setting may be presented under a different Dynamic Validation tab. | Review integration with crms, reports settings, shareable content, templates, and work procedure settings. |
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Banks
| Symptom | Likely cause | Fix |
|---|
| The required bank does not appear in the results. | The search term is too specific, incorrect, or the wrong tab is selected. | Select bank accounts, revise the value in Search, and select Apply filter again. |
| The required L/G information is not visible. | You are viewing bank account records rather than L/G facility records. | Select lgs facilities and review the available facility records. |
| The export contains unrelated records. | Export was selected before the results were narrowed. | Enter the appropriate criteria in Search, select Apply filter, verify the displayed records, and then select Export. |
| You cannot confirm whether a new bank record was saved. | The provided Finance Settings screen does not show the entry fields or a save action. | Use New to start the entry process and complete it according to your organisation's approved procedure; do not treat Ok as a documented save action for bank records. |
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Invoice Settings
| Symptom | Likely cause | Fix |
|---|
| The expected information is not displayed. | A filter is limiting the current view. | Review Filter by user and Filter by field, then confirm the resulting Selected items. |
| A file is not available with the configuration. | The supporting document has not been attached to the current record. | Select Attach and confirm that the file appears in files[]. |
| You are unsure whether the correct company configuration was updated. | The active company tab was not confirmed before saving. | Open the relevant company tab, review its displayed settings, and use logHistory where available. |
| You need to continue working after an update, but the page has closed. | Save and Close was selected. | Reopen Configurations > Finance Settings > Invoice Settings, select the required company tab, and continue the review. |
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Activity Purpose
| Symptom | Likely cause | Fix |
|---|
| The required activity purpose is not visible. | The list has not been searched or filtered using the relevant wording. | Enter a relevant term in Search and select Apply filter. |
| A new purpose should not be retained. | The new-record form was opened unnecessarily or the information is incomplete. | Select Cancel rather than Ok. |
| The export does not contain the expected visible records. | The required search criteria may not have been applied before export. | Set the required value in Search, select Apply filter, verify the list, and then select Export. |
| Supporting material is not associated with the activity-purpose entry. | A file may not have been attached during entry. | Use Attach and review the files[] field before selecting Ok. |
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Lost Reasons
| Symptom | Likely cause | Fix |
|---|
| The required reason does not appear in the list. | The list is filtered by the current search criteria. | Clear or revise Search, then select Apply filter again. |
| A similar reason already exists. | The reason list contains an existing record with comparable wording. | Use the existing record where it accurately represents the outcome; create a new record only when the business reason is materially different. |
| A new reason was not retained. | The new record was cancelled or not confirmed. | Create the record again using New and select Ok after entering the required information. |
| The exported list contains more or fewer records than expected. | The current search filter affects the displayed records being reviewed. | Check Search, select Apply filter, and then select Export again. |
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Inquiry Status
| Symptom | Likely cause | Fix |
|---|
| The expected record is not displayed. | The incorrect tab is selected, or the current search/filter criteria exclude the record. | Select the appropriate category tab, clear or revise Search, and select Apply filter again. |
| A similar reason already exists. | A record was created without first checking the relevant category. | Search the selected tab before creating another record. Retain the existing record where it meets the requirement. |
| The export does not contain the expected records. | The wrong tab or an overly restrictive filter was active when Export was selected. | Select the required tab, review Search and filter criteria, select Apply filter, and then select Export again. |
| A new record should not be retained. | The entry is incomplete or was started in error. | Select Cancel before confirming the record with Ok. |
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Order Cancellation Reasons
| Symptom | Likely cause | Fix |
|---|
| You cannot find a cancellation reason. | The search term is too specific, or the filter has not been applied. | Enter a broader term in Search, then select Apply filter. |
| The results do not reflect the search you intended. | An incorrect or unwanted search action is still active. | Select Cancel, then enter the required search text again and select Apply filter. |
| You are unsure whether to create a new reason. | A similar shared classification may already exist. | Search for equivalent wording and confirm the approved classification before selecting New. |
| You cannot maintain the list. | Your user account may not have permission to maintain the shared configuration list. | Confirm that you have access to Configurations > General Settings > Order Cancellation Reasons and the required maintenance permission. |
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Order Activation Conditions
| Symptom | Likely cause | Fix |
|---|
| You cannot access Order Activation Conditions. | Login details may be required or may not have been accepted. | Re-enter Enter User Name and Enter Password, then select Login. |
| The required condition or cancellation reason does not appear. | The current search or filter may be too restrictive, or no matching record is displayed. | Clear or revise the search criteria, then select Apply filter again. |
| You started a new record unintentionally. | New was selected before confirming that a new entry was required. | Select Cancel to stop the current action. |
| The exported list does not contain the expected records. | The current view may have been filtered or searched before export. | Review the active search and filtering criteria, apply the intended criteria with Apply filter, and then select Export again. |
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Regret Reasons
| Symptom | Likely cause | Fix |
|---|
| You cannot access the Regret Reasons page. | The screen requires sign-in details. | Enter valid values in Enter User Name and Enter Password, then select Login. |
| The required reason does not appear in the list. | A search or filter may be restricting the displayed records. | Clear or revise Search, then select Apply filter. |
| You are unsure whether to create a new reason. | A similar standardized reason may already exist. | Search using related keywords and review the filtered results before selecting New. |
| You no longer want to continue with the current action. | A create, update, or other screen action is still in progress. | Select Cancel where it is available. |
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Margin Items
| Symptom | Likely cause | Fix |
|---|
| The required record is not visible. | A search term or filter is limiting the list, or the wrong tab is selected. | Check the selected tab, revise Search, and select Apply filter. |
| A new record was created in the wrong category. | New was selected before choosing the appropriate tab. | Return to the required tab and create or maintain the record there. The screen does not provide a listed move action between tabs. |
| An update should not be saved. | The record is still in the current action form. | Select Cancel before selecting Ok. |
| A review requires supporting evidence, but no document is available with the record. | A file was not attached during record maintenance. | Use Attach and review available files through files[] where applicable. |
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Rating Types
| Symptom | Likely cause | Fix |
|---|
| A required rating type is not visible. | The list may be filtered, or the search term may be too specific. | Review Search, adjust or clear the criteria, and select Apply filter again. Use Cancel if you need to exit the current filter action. |
| Multiple similar rating types are displayed. | Existing scales may use similar type names or response values. | Review the listed rating values before selecting New. Use the existing type when it provides the required scale. |
| You need to share the rating type list with another team. | The information is only displayed in the ISO settings list. | Select Export to produce an exported copy of the displayed information. |
| You need to continue from rating types to survey activity. | Rating Types and Customer Satisfaction Surveys are accessed through related workflow controls. | Select Customer satisfaction survay to open the related survey area. |
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Customer Satisfaction Survey
| Symptom | Likely Cause | Fix |
|---|
| The required survey record is not visible. | The list contains more records than the current view shows, or the search criteria are too broad. | Enter a more specific value in Search and select Apply filter. |
| The survey questions are not displayed. | The wrong survey record may be selected, or the questions tab has not been opened. | Return to iso settings, select the intended survey record, and then open questions. |
| A file is not visible after attempting to add it. | The attachment may not have been confirmed or may not have been added to the selected record. | Use Attach again, complete the available confirmation with Ok, and check files[]. |
| Exported information is broader than expected. | No search or filter was applied before exporting. | Use Search and Apply filter, verify the displayed records, then select Export again. |
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Integration With Other CRMs Settings
| Symptom | Likely cause | Fix |
|---|
| The required CRM integration setting is not visible. | The incorrect tab is selected. | Review each available tab and select the integration context required for the task. |
| A supporting document is missing from the setting. | No file has been added to files[], or the attachment has not been confirmed. | Select Attach, add the required file, select Ok if prompted, and then select Save. |
| Changes to the ExternalApp value are not retained. | The page was closed or another tab was selected without saving. | Return to the relevant tab, review ExternalApp, and select Save or Save and Close. |
| The user is unsure whether the setting applies to the intended business context. | The tab name was not checked before reviewing the field values. | Confirm the tab name first, then review ExternalApp and files[] within that tab. |
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Manage Demo Data
| Symptom | Likely cause | Fix |
|---|
| The required demo data file is not available in files[]. | The file has not been added to the page. | Select Attach, add the required file, and verify that it appears in files[]. |
| An unnecessary file remains in the demo data list. | The file has been retained rather than removed. | Confirm that the file is no longer required, then select Delete. |
| You are not ready to import the current set of files. | The files[] list contains files that have not been reviewed. | Review the list, use Keep for files that should remain available, and use Delete for files that should not remain before selecting Import demo data. |
| A confirmation remains on screen after an action. | The page is awaiting acknowledgement. | Select Ok to confirm the displayed action. |
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Product Categories
| Symptom | Likely cause | Fix |
|---|
| You cannot find the category you expect in the list. | The list contains many records or the current display does not show the required record. | Use Filter (icn-filter) to narrow the list, then use Update (icn-update) if you need to refresh the displayed information. |
| A new category was started but should not be retained. | An existing category was found, or the category details are incomplete. | Click Cancel rather than Ok, then return to the category list and review the existing records. |
| The export contains records that are not relevant to the request. | The list was exported before the display was narrowed. | Apply Filter (icn-filter) first, confirm the displayed records, and then click Export again. |
| A supporting file was not accepted. | The attachment activity was cancelled or was not completed. | Use Attach, provide the file through Files (files[]), and click Ok to accept the activity. |
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PM Statuses
| Symptom | Likely cause | Fix |
|---|
| The required PM status does not appear in the list. | A search or filter may be limiting the visible records. | Review the value in Search, select Cancel if appropriate, and run the search again with a broader term. |
| The export does not contain the expected records. | The current filter may not have been applied before exporting. | Enter the required value in Search, select Apply filter, verify the displayed list, and then select Export. |
| You cannot confirm what will happen after selecting an action. | The screen data does not define the results of Update (icn-update), Tickets, Attach, or Settings (icn icn-settings). | Open the action and review the resulting dialog or page before selecting Ok or making further changes. |
| You need to create a status but do not see the required fields on the PM Statuses list. | The fields are expected to appear after selecting New, but the creation form is not included in the captured screen data. | Select New and complete only the fields presented in the resulting form. Confirm the record only when the available form provides a confirmation action. |
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Product Serial Combination
| Symptom | Likely cause | Fix |
|---|
| A required supporting document is not shown after leaving the screen. | The change was not saved. | Reopen the Product Serial Combination screen, add the file through Attach, and select Save. |
| An incorrect file was added. | The attachment was selected before the record was reviewed. | If the change is still unsaved, select Don't Save and repeat the attachment process with the correct file. |
| A confirmation prompt remains open. | An action requires confirmation. | Review the prompt and select Ok when you intend to confirm the action. |
| You cannot find the required serial-combination information. | The visible configuration information does not match the expected record. | Review the displayed serial component digits, default values, and count before making changes. |
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Serial Status
| Symptom | Likely cause | Fix |
|---|
| The required serial status is not visible. | A search filter may be limiting the list. | Clear or revise Search, then select Apply filter. |
| The export contains records that are not needed. | The list was exported without the intended filter. | Enter the required value in Search, select Apply filter, verify the displayed results, and select Export again. |
| You cannot determine what information is required for a new record. | The supplied Serial Status screen does not expose the new-record fields or validation requirements. | Select New and follow the fields shown in the resulting form; use your organisation’s approved reference-data policy for the status value. |
| You need to stop an in-progress action. | A filter, attachment, or other action is still open. | Select Cancel where it is available. |
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Categories Question Unit
| Symptom | Likely cause | Fix |
|---|
| The expected record is not visible. | The list has not been filtered using an appropriate search term. | Enter a more specific value in Search and select Apply filter. If a filter action is open but no longer required, select Cancel and try again. |
| You need to attach supporting documentation, but no file is displayed. | No file has been attached through the current action. | Select Attach, complete the attachment action, then review files[] and select Ok when confirmation is presented. |
| You need serial-related information rather than category-question-unit list data. | You are viewing the reference-list tab instead of the related serial view. | Select the serial status tab and review the available Serial Status information. |
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Categories Questions
| Symptom | Likely cause | Fix |
|---|
| The list does not show the expected entry. | The current search or filter criteria may be too narrow or may not have been applied. | Review the text in Search, revise it if necessary, and select Apply filter again. |
| The displayed results appear outdated. | The screen may require a refresh. | Select Refresh (icn-update), then repeat the search and filter if required. |
| You cannot continue past the access fields. | The screen is requesting user credentials. | Complete Enter User Name and Enter Password, then select Login. |
| The exported list contains unexpected entries. | The list was exported before the intended filter was applied. | Return to Search, select Apply filter, confirm the displayed results, and then select Export. |
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Reports Settings
| Symptom | Likely cause | Fix |
|---|
| The required layout cannot be found. | The layout name is unclear or the search criteria are too broad. | Use Search with a more specific value and review available Layout name entries. |
| Changes to a current layout are not retained. | The revised layout was not updated. | Select the correct layout, make the required changes, and select Update Current. |
| A new layout does not appear in search results. | The layout was created but not saved. | Enter the required Layout name and select Save. |
| The wrong reporting area is being reviewed. | The incorrect reports settings tab is selected. | Select the appropriate tab: dashboard settings, integration with crms, targets and budgets, or work procedure settings. |
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Serial Combinations
| Symptom | Likely cause | Fix |
|---|
| The required component is not visible. | A filter may be limiting the displayed records. | Review and adjust Filter by user and Filter by field, then search again. |
| The selected component is not included in the combination. | The component was not confirmed through the selection controls or was not retained. | Use Select A Component and Select... again, verify the entry in Selected items, then select Save. |
| Changes disappear after leaving the page. | The changes were discarded or not saved. | Reopen the serial combination, make the required selections, and select Save rather than Don't Save. |
| Supporting documentation is not associated with the record. | No file was added through the attachment control. | Select Attach, add the required file in files[], and save the record if changes were made. |
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Shareable Content
| Symptom | Likely cause | Fix |
|---|
| The content list is too broad to review efficiently. | No filter has been applied, or the current filter is too broad. | Use Filter by user and/or Filter by field to narrow the displayed content. |
| Relevant content is missing from Selected items. | The current filtering criteria may exclude the required item, or the item has not been selected. | Review Filter by user and Filter by field, then update Selected items as needed. |
| A supporting document is not included with the saved content. | The file was not attached before saving. | Select Attach, confirm that the document appears under Files (files[]), and then select Save or Save and Close. |
| The screen does not show the information expected after changes. | The displayed information may need to be refreshed. | Select icn icn-update and review the updated screen. |
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Templates
| Symptom | Likely Cause | Fix |
|---|
| The required template cannot be found. | The file has not been attached, or it is listed under a different template name. | Review the template list and its uploaded file names. If the file is not available, select Attach and add the required file. |
| A file is attached but the action is not completed. | The attachment has not been confirmed. | Review the selected file in files[], then select Ok when it is correct. |
| You cannot determine whether a listed template is the current version. | Multiple files or similar template names may exist. | Compare the uploaded file name and uploaded date before using the template. |
| You need to manage a related request or issue. | Template file management and ticket work are separate actions on the screen. | Select Tickets when your process requires ticket handling. |
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Base Of Inspection
| Symptom | Likely cause | Fix |
|---|
| The expected record is not displayed. | The wrong tab may be selected, or the search criteria may be too restrictive. | Select the appropriate tab, review Search, and select Apply filter again. |
| The displayed export does not contain the expected records. | The list may have been exported before the correct tab or filter was selected. | Return to the required tab, apply the appropriate filter, verify the displayed records, and select Export again. |
| A supporting file is not visible. | The file may not have been attached in the current record context. | Select the relevant tab and record context, use Attach if required, then review files[]. |
| An action should not be completed. | A filter or dialog may still be open. | Select Cancel to leave the current action without completing it. |
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Inspection Document
| Symptom | Likely cause | Fix |
|---|
| The required inspection document is not visible. | The list is not sufficiently narrowed or the current tab does not display the required record. | Enter a more specific value in Search, select Apply filter, and review both Base of inspection and Warehouse settings. |
| A supporting file is not shown for the document. | The file has not been attached, or the current action was not accepted. | Select Attach, verify the file appears in files[], then select Ok. |
| The export contains unexpected records. | The list was exported without the intended search or filter criteria. | Return to the document list, set the required Search criteria, select Apply filter, and then select Export again. |
| The current action should not be retained. | The document details or selected file require correction. | Select Cancel, revise the required information or attachment, and continue only when ready. |
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Warehouses
| Symptom | Likely cause | Fix |
|---|
| The required warehouse does not appear in the list. | The current list is filtered by a search value. | Clear or change Search, then review the warehouse list again. |
| The warehouse details needed for review are not visible. | The current layout does not display the required columns. | Select Columns Chooser, add the required columns, and select Update Current or Save. |
| A layout change is not retained. | The revised layout was not saved or the update was cancelled. | Select Update Current for an existing layout, or select Save after creating a layout. |
| The wrong list layout is displayed. | A non-standard saved layout is active. | Select Standard Layout to return to the standard warehouse-list arrangement. |
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Service Types
| Symptom | Likely cause | Fix |
|---|
| No Service Types records are displayed. | The list currently has no visible records, or the active filter does not match any records. | Check the displayed count, revise the value in Search, select Apply filter, or select Cancel to stop using the current filter. |
| The expected record cannot be found. | The search term may not match the available record, or the record may not be present. | Try a different search term and select Apply filter. If the required record is still not available, select New to begin the record-entry process. |
| A user cannot determine how to complete a new Service Types record. | The Service Types list screen does not expose the new-record fields or save action. | Select New and follow the fields and confirmation controls shown on the subsequent screen. Do not infer required values from the list view. |
| The exported result is not the expected set of records. | The list may have been exported before the intended search or filter was applied. | Set the required value in Search, select Apply filter, verify the displayed list, and then select Export. |
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Transfer Reasons
| Symptom | Likely cause | Fix |
|---|
| No records are displayed after filtering. | The search value or applied filter does not match available records. | Revise the value in Search and select Apply filter again. If you do not want to continue with the filter action, select Cancel. |
| The required transfer reason cannot be found. | The reason may not be included in the currently displayed records. | Search for an alternative term, review the service types tab, or select New to begin creating a new entry. |
| The exported list does not contain the expected records. | The list was exported with the current search or filter criteria applied. | Review Search and the active filter criteria, then select Apply filter before selecting Export again. |
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Warehouse Product Types
| Symptom | Likely cause | Fix |
|---|
| You cannot access the Warehouse Product Types list. | The system is displaying the login prompt, or your user session is not active. | Enter the required values in Enter User Name and Enter Password, then select Login. |
| The required product type is not visible. | The list has not been filtered with a relevant search value, or the current search does not match the record. | Clear or revise Search, then select Apply filter again and review the resulting list. |
| You are unsure whether to create a new record. | An existing record may already be available under a similar name. | Search the list first and select Apply filter. Select New only after reviewing the results. |
| The exported output contains more records than expected. | The list was exported before the intended search or filter was applied. | Return to the list, enter the required value in Search, select Apply filter, then select Export again. |
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