# Help & Troubleshooting — Configuration _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**. [Reports Settings](doc:configuration-reports-settings-edit-record) ## 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**. [Default Layouts](doc:configuration-default-layouts) ## 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. | [Subscription Invoices](doc:configuration-subscription-invoices-edit-record) ## 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. [Item Categories](doc:configuration-company-item-categories) ## 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. [Reactivation Reasons](doc:configuration-company-reactivationreasons) ## 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. [Serial Combinations](doc:configuration-serial-combinations-record) ## Shareable Content - You cannot open **Shareable Content** → You may not be signed in → Sign in to the application and open **Configurations > Shareable Content** again. - You receive a warning when leaving the page → Changes have not been saved → Select **Save** or **Save and Close** before leaving the page. - Your changes are not retained → The save action was not completed → Return to **Shareable Content**, make the changes again, and select **Save**. [Shareable Content](doc:shareable-content-guide) ## 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. [Templates](doc:templates-guide) ## 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. [Product Stage](doc:configuration-warehouse-product-stages) ## 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**. | [Work Procedure Settings](doc:work-procedure-settings-guide) ## 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 Dashboard Settings](doc:configuration-dashboard-settings-edit-record) ## 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](doc:2-factor-authentication-guide) ## Configure Account Managers - 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. - 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. - The wrong account manager may be selected → Multiple records have similar identifying information → Review the displayed record details before selecting **Select**. [Configure Account Managers](doc:account-managers) ## 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](doc:attachment-categories) ## Configure Branches - You cannot open the branch form → You are not signed in → Sign in to the application and then return to **Configurations > Company > Branches**. - You cannot locate the branch configuration area → You are not in the Company configuration area → Navigate to **Configurations > Company** and select **Branches**. [Configure Branches](doc:configuration-company-branchs-edit-record) ## Configure Frequent Currencies - A required-field validation message appears → A mandatory currency value is blank → Enter values for **Code, Name**, and **Symbol**. - 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 Frequent Currencies](doc: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 Product Types](doc:product-types) ## 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 Market Segments](doc:market-segments) ## 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 Products](doc:products-guide) ## Configure Flags - A required-field validation message is displayed → A mandatory value has not been entered → Complete the required **Name** and **Color** values. - 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 Flags](doc: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 Custom Fields](doc:custom-fields-guide) ## 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 Dynamic Validation](doc:dynamic-validation-guide) ## Configure Bank Accounts - Required-field validation appears → One or more required inputs are incomplete → Complete the required information and submit the bank account record again. - 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 Bank Accounts](doc:bank-accounts) ## Configure Banks - You cannot open Finance settings or **Banks** → You are not signed in → Sign in, then navigate to **Configurations > Finance Settings > Banks**. - The form displays “This Field Is Required” → Required bank information has not been entered → Complete the required fields and continue configuring the bank record. - 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 Banks](doc:banks) ## 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 Invoice Settings](doc: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 LGs Facilities](doc:lgs-facilities) ## Configure Activity Purpose - 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**. - 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 Activity Purpose](doc:activity-purpose) ## 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 Account Types](doc:account-types) ## Configure Cost Items - **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**. - **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 Cost Items](doc:cost-items) ## 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 Delivery Terms](doc:delivery-terms) ## 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 Guarantee Types](doc:guarantee-types) ## 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](doc: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 Lost Reasons](doc:lost-reasons) ## 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 Inquiry Status](doc: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 Offer Status](doc:offer-status) ## Configure Order Activation Conditions - **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**. - **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](doc: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 Payment Methods](doc:payment-methods) ## Configure Order Status - Unable to access **Order Status** → You may not be signed in → Sign in, then navigate through **Configurations > General Settings > Order Status**. - 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 Order Status](doc:order-status) ## 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 Regret Reasons](doc:regret-reasons) ## Configure Customer Satisfaction Survay - You cannot open **Customer Satisfaction Survay** → You are not signed in → Sign in, then navigate to **Configurations > ISOSettings > Customer Satisfaction Survay**. - The form displays “This Field Is Required” → Required information has not been completed → Complete the required entries displayed on the form. - 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](doc: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 Questions](doc:questions) ## 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 Rating Types](doc:rating-types) ## Configure Integration With Other CRMs Settings - Settings do not save → A required setting is missing → Complete the required settings on the selected company tab, then select **Save**. - 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. - 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**. [Open the full page](doc:integration-with-other-crms-settings) ## 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 PM Statuses](doc:pmstatuses) ## Configure Product Categories - You cannot access **Product Categories** → You are not signed in → Sign in, then navigate through **Configurations > PMSettings > Product Categories**. - 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. - 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 Categories](doc:product-categories) ## Configure Product Serial Combination - **The configuration does not save** → A mandatory field is missing → Complete all three mandatory fields, then select **Save**. - **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**. - **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](doc: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 Serial Status](doc:serial-status) ## Configure Categories Qustions - **The Categories Qustions list is not displayed** → You may be in another configuration area → Navigate to **Configurations > Reference List Settings > Categories Qustions**. - **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 Qustions](doc:categories-qustions) ## Configure Categories Question Unit - 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. - 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](doc: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](doc: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 Base of Inspection](doc:base-of-inspection) ## Configure Transfer Reasons - You cannot access **Transfer Reasons** → You may not be signed in → Sign in, then select **Configurations > Warehouse Settings > Transfer Reasons**. - 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 Transfer Reasons](doc:transfer-reasons) ## 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 Service Types](doc:service-types) ## 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 Warehouses](doc:warehouses-guide) ## 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 Inspection Document](doc:inspection-document) ## 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. [Configure Warehouse Product Types](doc:warehouse-product-types)