Help and Troubleshooting › Configuration
Reports Settings
- You cannot access Reports Settings → You may not be signed in → Sign in, then open Configurations > Reports Settings.
- The required settings record is not immediately visible → The list contains multiple records → Use the Search box to narrow the displayed records.
- The edit action does not open the intended record → A different record may be selected → Use Select on the required record, then select edit.
- You are viewing the wrong report category → A different tab is active → Select the required tab, such as Cash Flow, Account Payable, Net Profit, or Booking By Product Types.
Default Layouts
- The record does not save → A required field is missing → Complete both required fields and select Save again.
- You need to retain changes and leave the page → The record has not yet been saved → Select Save and Close.
Subscription Invoices
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot change the subscription invoice. | The invoice is binding. | Do not continue attempting changes, because no changes are allowed due to binding invoices. |
| You cannot revert the subscription invoice. | The invoice is binding. | Retain the invoice in its current state because binding invoices cannot be reverted. |
| A payment confirmation asks whether principal invoices are completely paid. | The payment action requires confirmation of principal invoice payment. | Confirm only when the principal invoice or invoices are completely paid. |
| You cannot sign in. | The account has been locked after failed attempts. | Use the organisation’s authorised account access process before continuing with subscription invoice work. |
Item Categories
- You cannot access Item Categories → You are not signed in → Sign in to the application and open the page again.
- You cannot identify an item category → Review the category records displayed on the Item Categories page → Use the applicable category information for the item.
Reactivation Reasons
- You cannot access the Reactivation Reasons screen → You may not be signed in → Sign in to the application, then open the screen again.
Serial Combinations
- Serial Combinations cannot be opened → You are not signed in → Sign in to the application and then select Data, Company, Branchs, and Serial Combination.
- The required record is not displayed → The current view does not show the required Serial Combination → Review the available Serial Combination records and select the required record.
- The form does not show the expected serial component information → A different Serial Combination record may be selected → Return to the Serial Combinations view and open the required record.
Shareable Content
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You cannot open Shareable Content → You may not be signed in → Sign in to the application and open Configurations > Shareable Content again.
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You receive a warning when leaving the page → Changes have not been saved → Select Save or Save and Close before leaving the page.
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Your changes are not retained → The save action was not completed → Return to Shareable Content, make the changes again, and select Save.
Templates
- The Templates page is unavailable → You are not signed in → Sign in, then navigate to Configurations > Templates.
- You cannot identify the required template → Similar template names or uploads are listed → Compare the Uploaded file name and Uploaded on values.
Product Stage
- You cannot access the Product Stage page → You may not be signed in → Sign in to the application and return to the Warehouse area.
- A required-field validation message is displayed → One or more required entries are incomplete → Complete the fields identified as required.
- A character-format validation message is displayed → An unsupported character was entered → Use only underscores (
_), hyphens (-), and periods (.) in the validated field. - No Product Stage records are displayed → The record count is zero → Select New to begin a Product Stage record.
Work Procedure Settings
| Symptom | Likely cause | Fix |
|---|---|---|
| The settings do not save. | One or more mandatory fields are incomplete. | Complete the required information and select Save again. |
| A warning appears when leaving the page. | Changes have not been saved. | Select Save before leaving, or respond to the warning as appropriate. |
| You cannot access Work Procedure Settings. | You are not signed in. | Sign in and then navigate to Configurations > Work Procedure Settings. |
Configure Dashboard Settings
- The required dashboard setting record is not visible → The list may contain multiple role-based configurations → Use the Search box to narrow the displayed records.
- You cannot open a dashboard setting for changes → Your account may not have access to edit configuration records → Verify that you can use Select and edit in Dashboard Settings.
- A configuration cannot be completed → One or more required values may be blank → Complete Value Of All Firm Offers With An Order Chance Of Min. and both required average-period fields.
Configure 2 Factor Authentication
- The required user entry is difficult to locate → Multiple user entries are displayed → Select Filter by user and narrow the view to the relevant user.
- Configuration work is complete but has not been saved → Save has not been selected → Select Save before leaving the page.
Configure 2 Factor Authentication
Configure Account Managers
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The required information cannot be completed → A mandatory field has not been populated → Complete the mandatory field in the account manager form before completing the entry.
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The required account manager is not visible in the list → The list contains multiple account manager records → Use the Search box and review the Name, Email, Phone, and Position columns.
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The wrong account manager may be selected → Multiple records have similar identifying information → Review the displayed record details before selecting Select.
Configure Attachment Categories
- You cannot access Attachment Categories → You may not be signed in or may not have access to the configuration area → Sign in and open Configurations > Attachment Settings > Attachment Categories.
- A required-entry validation message is displayed → One or more required entries have not been completed → Complete the required entries shown on the category configuration form.
- An entry is rejected → The entry may not meet the required format → Review the validation message and enter a value that uses the accepted format.
- You cannot find an existing category → The category list may contain multiple records → Use the Search box to locate the category.
Configure Attachment Categories
Configure Branches
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You cannot open the branch form → You are not signed in → Sign in to the application and then return to Configurations > Company > Branches.
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You cannot locate the branch configuration area → You are not in the Company configuration area → Navigate to Configurations > Company and select Branches.
Configure Frequent Currencies
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A required-field validation message appears → A mandatory currency value is blank → Enter values for Code, Name, and Symbol.
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A character-format validation message appears → A value contains characters that are not accepted by the form → Use only underscores (
_), hyphens (-), and periods (.) where the restricted character rule applies. -
Frequent Currencies cannot be accessed → The user is not signed in → Sign in and navigate through Configurations > Company > Frequent Currencies.
Configure Product Types
- You cannot access Product Types → You are not signed in → Sign in, then navigate to Configurations > Company > Product Types.
- The required Product Type category is not listed → The category has not yet been defined → Select New to begin adding the required Product Type.
Configure Market Segments
- Cannot open the Market Segments page → The user is not signed in → Sign in, then navigate to Configurations > Company > Market Segments.
- A required market segment classification is not listed → The configuration has not yet been started → Select New to begin adding the classification.
Configure Products
- A product is difficult to locate → The product list contains multiple records → Enter a product identifier or description in the Search box.
- You need to leave the Products page → You are viewing the product list → Select Previous Page.
Configure Flags
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A required-field validation message is displayed → A mandatory value has not been entered → Complete the required Name and Color values.
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A character-format validation message is displayed for the flag name → The entered Name contains unsupported characters → Update the Name to use the permitted character format, including
_,-, or.where needed. -
The Flags page cannot be accessed → The user is not signed in → Sign in, then navigate to Configurations > Company > Flags.
Configure Custom Fields
| Symptom | Likely cause | Fix |
|---|---|---|
| The configuration does not save. | One or more mandatory fields are incomplete. | Complete all three mandatory fields, then select Save. |
| A warning appears when leaving the page. | The form contains unsaved changes. | Select Save to retain the configuration, or respond to the warning before leaving the page. |
| The Custom Fields page cannot be accessed. | The user is not signed in. | Sign in, then navigate to Configurations > Custom Fields. |
Configure Dynamic Validation
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot open Dynamic Validation. | You are not signed in. | Sign in, then navigate to Configurations > Dynamic Validation. |
| The saved confirmation message is not displayed. | The mandatory-field configuration was not saved successfully. | Select Save and verify that the success message is displayed. |
| A warning appears when leaving the page. | The page contains unsaved changes. | Select Save to retain the changes, or leave the page only if the changes are not required. |
Configure Bank Accounts
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Required-field validation appears → One or more required inputs are incomplete → Complete the required information and submit the bank account record again.
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Character-format validation appears → A validated input contains unsupported characters → Enter only underscore (
_), hyphen (-), or period (.) where the validation rule applies. -
No bank accounts are shown → No bank account records have been configured in the list → Select New to begin adding a bank account record.
Configure Banks
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You cannot open Finance settings or Banks → You are not signed in → Sign in, then navigate to Configurations > Finance Settings > Banks.
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The form displays “This Field Is Required” → Required bank information has not been entered → Complete the required fields and continue configuring the bank record.
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A bank record cannot be identified in the list → The available identification values are insufficient for comparison → Review Bank short name, Bank full name, and SWIFT code for the existing records.
Configure Invoice Settings
| Symptom | Likely cause | Fix |
|---|---|---|
| The invoice settings configuration does not save. | A required value is missing. | Complete the required value and select Save again. |
| Changes are being made for the incorrect company. | The incorrect company tab is active. | Select Shotec S.A.E or Shotec Gulf, as appropriate, update the settings, and select Save. |
| The Invoice Settings page cannot be located. | The Finance Settings navigation path has not been opened. | Navigate to Configurations > Finance Settings > Invoice Settings. |
Configure LGs Facilities
| Symptom | Likely cause | Fix |
|---|---|---|
| LGs Facilities is not available. | The user is not signed in. | Sign in, then select Finance and L/Gs facilities. |
| A required-field message is displayed when maintaining facility information. | A required input has not been completed. | Complete the required inputs in the LG facility configuration form. |
| A character-validation message is displayed. | An input contains characters other than underscores, hyphens, or periods. | Replace unsupported characters with _, -, or . as appropriate. |
Configure Activity Purpose
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The New action is unavailable or the Activity Purpose page cannot be opened → Your account may not have access to the configuration area → Sign in with an account that has access to Configurations > General Settings > Activity Purpose.
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A value is rejected during entry → The value may contain characters that are not accepted by the validated entry → Use only underscores (
_), hyphens (-), and periods (.) where character validation applies. -
The record cannot be saved → One or more required entries may be incomplete → Complete all required entries and save again.
Configure Account Types
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot open Account Types. | You are not signed in or do not have access to the configuration area. | Sign in and open Configurations > General Settings > Account Types. |
| A required-entry validation message is displayed. | One or more required values have not been completed. | Complete the required information shown by the application. |
| A format validation message is displayed. | A value contains characters outside the permitted format. | Revise the value to use only the accepted characters: underscore (_), hyphen (-), and period (.). |
Configure Cost Items
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You cannot open the Cost Items page → You may not have access to the configuration area → Verify that your access includes Configurations and General Settings.
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The new record cannot be completed → One or more required values are missing or a value does not meet the accepted format → Correct the validation messages shown in the form and provide the required information.
Configure Delivery Terms
- Cannot open Delivery Terms → The user is not signed in or does not have access to the configuration area → Sign in and open Configurations > General Settings > Delivery Terms.
- A delivery-term record cannot be completed → One or more required fields have not been completed → Enter values for all fields marked as required.
- A code value is rejected → The code does not meet the permitted character format → Enter the code using only the characters accepted by the validation message.
Configure Guarantee Types
- You cannot open Guarantee Types → You may not be signed in → Sign in, then navigate to Configurations > General Settings > Guarantee Types.
- A required guarantee type is not shown in the list → The type may not yet have been created → Select New to begin creating the required guarantee type.
Configure Cancellation Reasons
| Symptom | Likely cause | Fix |
|---|---|---|
| Cancellation Reasons is not available. | The user is not signed in. | Sign in and navigate to Configurations > General Settings > Cancellation Reasons. |
| The required reason category is not displayed in Cancellation Reasons. | The reason belongs to a lost or regretted outcome rather than a cancellation outcome. | Select Lost Reasons or Regret Reasons and configure the appropriate category. |
| An operational record cannot be reversed after cancellation or delivery. | The record has progressed to a restricted state, such as Delivered, or has related invoices. | Review the record status and related invoices before attempting a reversal. |
Configure Cancellation Reasons
Configure Lost Reasons
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot open the Lost Reasons list. | You are not signed in or do not have access to the configuration area. | Sign in and access Configurations > General Settings > Lost Reasons. |
| A required reason is not available in the list. | The reason has not yet been added to the Lost Reasons configuration. | Select New and create the required Lost Reason. |
| Reason names are inconsistent or duplicated. | Similar business outcomes have been created with different wording. | Review the existing list before selecting New and use the organization’s approved terminology. |
Configure Inquiry Status
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot open Inquiry Status. | You are not signed in. | Sign in, then navigate to Configurations > General Settings > Inquiry Status. |
| You cannot locate the configuration page. | The General Settings navigation path was not used. | Open Configurations, select General Settings, and then select Inquiry Status. |
Configure Offer Status
- Cannot open Offer Status → The user is not signed in or does not have access to the configuration area → Sign in and verify access to Configurations > General Settings.
- Cannot continue after selecting New → Required entry rules have not been met → Complete the required configuration details and use only the accepted format where applicable.
- Offer cannot proceed to the next business stage → The Offer has not completed its approval and validity sequence → Ensure that the Offer progresses through Draft, Awaiting approval, Approved, Valid, and Ordered.
Configure Order Activation Conditions
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The Order Activation Conditions page is unavailable → The user is not signed in or does not have access to the configuration area → Sign in and verify access to Configurations and General Settings.
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A required value cannot be accepted → The value does not meet the required format → Enter a value using only the accepted characters: underscore (
_), hyphen (-), and period (.), where applicable. -
An Order remains Awaiting activation → The Order has not progressed to Valid → Review the applicable activation conditions and complete the organization’s required activation process.
Configure Order Activation Conditions
Configure Payment Methods
- You cannot open the Payment Methods page → A signed-in user is required → Sign in and then open Configurations > General Settings > Payment Methods.
- You need to add another payment method → The required record does not yet exist in the list → Select New to begin creating a payment method record.
Configure Order Status
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Unable to access Order Status → You may not be signed in → Sign in, then navigate through Configurations > General Settings > Order Status.
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Required status is not displayed → The status has not been configured in the current list → Select New to begin adding the required order status record.
Configure Regret Reasons
| Symptom | Likely cause | Fix |
|---|---|---|
| You cannot open Regret Reasons. | The screen requires a signed-in user. | Sign in, then navigate to Configurations > General Settings > Regret Reasons. |
| A required-value validation prevents completion. | The new reason record contains missing required information. | Enter the required information shown in the configuration workflow. |
| A value is rejected during entry. | The application enforces a permitted character format for one configuration value. | Enter only the permitted characters indicated by the validation message. |
| A sales record cannot be reverted. | The record may have a due invoice, binding invoices, or items already marked Ready for Shipment or Delivered. | Resolve the applicable sales and invoice condition before attempting the reversal. |
Configure Customer Satisfaction Survay
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You cannot open Customer Satisfaction Survay → You are not signed in → Sign in, then navigate to Configurations > ISOSettings > Customer Satisfaction Survay.
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The form displays “This Field Is Required” → Required information has not been completed → Complete the required entries displayed on the form.
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The form displays “Just '_' '-' And '.' Characters Accepted” → The entered value contains unsupported characters → Replace the value with underscore (
_), hyphen (-), or period (.) characters only. -
You need to maintain survey scoring or survey content → The required configuration area has not been selected → Select Rating types for rating configuration or Questions for question configuration.
Configure Customer Satisfaction Survay
Configure Questions
- You cannot open Questions → Your session is not signed in → Sign in, then navigate to Configurations > ISOSettings > Questions.
- Required-field validation is displayed → One or more required entries are incomplete → Complete every entry marked This Field Is Required.
- A character-format validation message is displayed → The entry contains unsupported characters → Revise the entry to use only underscores, hyphens, and periods where the applicable validation message is shown.
Configure Rating Types
- You cannot open Rating Types → Your account is not signed in or does not have access to the configuration path → Sign in and open Configurations > ISOSettings > Rating types.
- A required-field validation message appears → A required configuration value has not been completed → Enter the required value before continuing.
- A format validation message appears → A configured value does not meet the accepted format → Update the value to meet the validation requirement.
Configure Integration With Other CRMs Settings
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Settings do not save → A required setting is missing → Complete the required settings on the selected company tab, then select Save.
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A warning appears when leaving the page → Unsaved changes are present → Select Save to retain the changes, or leave the page only when the changes are not required.
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Integration settings are updated for the wrong company → A different company tab was selected → Select the correct company tab, update its settings, and select Save.
Configure PM Statuses
| Symptom | Likely cause | Fix |
|---|---|---|
| The PM status configuration area is unavailable. | You do not have access to the Configurations path. | Obtain access to Configurations and then navigate to PMSettings > PM statuses. |
| A new PM status record cannot be completed. | One or more required values have not been entered. | Complete all required values shown on the form. |
| A value is rejected during entry. | The value does not meet the required format. | Enter the value using the format required by the form. |
Configure Product Categories
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You cannot access Product Categories → You are not signed in → Sign in, then navigate through Configurations > PMSettings > Product Categories.
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A category entry does not pass validation → A required field is incomplete or a validated field uses an unsupported format → Complete all required fields and use the accepted special characters where needed.
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You need to add another category → The existing list does not contain the required category → Select New to begin a new Product Category entry.
Configure Product Serial Combination
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The configuration does not save → A mandatory field is missing → Complete all three mandatory fields, then select Save.
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A value is rejected during validation → The value does not meet the required format → Enter the value in the specific format required by the field, then select Save.
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A warning appears when navigating away from the page → The page contains unsaved changes → Select Save to retain the changes, or respond to the warning before leaving the page.
Configure Product Serial Combination
Configure Serial Status
| Symptom | Likely cause | Fix |
|---|---|---|
| A new serial status cannot be finalized. | Required information has not been completed. | Complete the fields identified by the required-field validation message. |
| A format-validation message is displayed. | The restricted field contains characters other than _, -, or .. | Replace unsupported characters with permitted characters. |
| The required status already appears in the list. | An equivalent serial status record has already been created. | Review the existing Serial Status reference list and use the established record where appropriate. |
Configure Categories Qustions
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The Categories Qustions list is not displayed → You may be in another configuration area → Navigate to Configurations > Reference List Settings > Categories Qustions.
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The wrong reference list is open → Categories question unit was selected instead of the category-question list → Select Categories qustions and then select New.
Configure Categories Question Unit
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A required-field validation message is displayed → A mandatory entry has not been completed → Enter a value in each required entry presented on the form.
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A character-format validation message is displayed → The entered value contains unsupported characters → Use only underscore (
_), hyphen (-), and period (.) characters in the affected value. -
The Categories Question Unit list is not available → The configuration navigation path has not been selected → Open Configurations > Reference List Settings > Categories Question Unit.
Configure Categories Question Unit
Configure Inspection Checklist
| Symptom | Likely cause | Fix |
|---|---|---|
| Required-field validation is displayed. | One or more mandatory values have not been provided. | Complete the required information in the checklist record. |
| A value is rejected during entry. | The field accepts only a specific character format. | Revise the value to use the accepted format. |
| The Inspection Checklist page cannot be accessed. | The user is not signed in. | Sign in, then navigate to Configurations > Warehouse Settings > Inspection Checklist. |
Configure Inspection Checklist
Configure Base of Inspection
- You cannot open Base of Inspection → You are not signed in → Sign in, then navigate to Warehouse > Base of inspection.
- A required-field validation message is displayed → A required input has not been completed → Complete the required input in the configuration form.
- A character-validation message is displayed → Unsupported characters were entered in the validated input → Use only
_,-, or.characters.
Configure Transfer Reasons
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You cannot access Transfer Reasons → You may not be signed in → Sign in, then select Configurations > Warehouse Settings > Transfer Reasons.
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A value is rejected because of its characters → The field has an accepted-character restriction → Use only underscores (
_), hyphens (-), and periods (.) in the field displaying that validation. -
A required-field validation message is displayed → A mandatory field has not been completed → Enter a value in each field identified as required.
Configure Service Types
| Symptom | Likely cause | Fix |
|---|---|---|
| The Service Types page cannot be opened. | The user is not signed in. | Sign in, then navigate to Configurations > Warehouse Settings > Service Types. |
| A required-field message is displayed. | A required value has not been entered. | Enter a value in the field identified by the validation message. |
| A character-validation message is displayed. | A value contains characters that are not permitted. | Use only underscore (_), hyphen (-), and period (.) characters where the validation rule applies. |
Configure Warehouses
- You cannot access Warehouse settings → You are not signed in → Sign in to the application, then navigate to Configurations > Warehouse Settings > Warehouses.
- You cannot find the warehouse configuration list → The Warehouses area has not been selected → Select Warehouses from Warehouse Settings.
Configure Inspection Document
| Symptom | Likely cause | Fix |
|---|---|---|
| The Inspection Document page is unavailable. | You are not signed in. | Sign in, then open Configurations > Warehouse Settings > Inspection Document. |
| The application prevents you from continuing. | One or more required entries have not been completed. | Complete the required values indicated by the validation message. |
| A value is rejected after entry. | The value does not meet the required format. | Revise the value to match the format validation enforced by the application. |
Configure Warehouse Product Types
- Warehouse Product Types cannot be opened → The user is not signed in → Sign in to the application, then navigate to Configurations > Warehouse Settings > Warehouse Product Types.
- A required product type is not listed → The type has not yet been added → Select New to begin adding the required Warehouse Product Type.
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