Common Errors

This guide provides solutions to frequently encountered errors in Document Automation.

Installation and Setup Errors

Error: "App installation failed with dependency errors"

Cause: Required dependencies are missing or incompatible

Solution:

1. Verify Q-Team Authenticator app is installed
2. Check Business Central version compatibility
3. Ensure appropriate installation permissions
4. Contact system administrator for dependency resolution

Prevention: - Review system requirements before installation - Install dependencies in correct order - Maintain current Business Central version

Error: "Setup page not accessible after installation"

Cause: Missing user permissions or role configuration

Solution:

1. Verify Document Automation permission set is assigned
2. Refresh Business Central session
3. Search for "Document Automation Setup" using tell me function
4. Check with administrator about role permissions

Prevention: - Assign appropriate permission sets during installation - Document user role requirements - Test user access after installation

OCR Service Errors

Error: "Service connection failed"

Cause: Cannot connect to OCR service

Solution:

1. Check internet connectivity and firewall settings
2. Verify service credentials are correct and current
3. Confirm service URL is accessible from network
4. Test connection using "Test Connection" action

Prevention: - Maintain current service credentials - Monitor service status and availability - Configure firewall rules for OCR service access

Error: "Document format not supported"

Cause: File type incompatible with OCR processing

Solution:

1. Verify file format is PDF, JPEG, PNG, or TIFF
2. Check file is not corrupted or password protected
3. Convert file to supported format if necessary
4. Ensure file size is within configured limits

Prevention: - Document supported file formats for users - Configure email filters for supported types - Implement file validation procedures

Error: "OCR processing timeout"

Cause: Document processing exceeded time limits

Solution:

1. Check document size and complexity
2. Retry processing during off-peak hours
3. Split large documents into smaller files
4. Contact support if timeouts persist

Prevention: - Monitor processing times and patterns - Configure appropriate timeout settings - Optimize document quality before processing

Email Integration Errors

Error: "Email authentication failed"

Cause: Invalid email credentials or expired authentication

Solution:

1. Verify email account credentials are correct
2. Check OAuth token expiration and refresh
3. Confirm email account permissions and access
4. Test email connection using setup wizard

Prevention: - Regular credential rotation and updates - Monitor authentication token expiration - Maintain email account security settings

Error: "Inbox synchronization failed"

Cause: Cannot access or sync email inbox

Solution:

1. Check email server connectivity and settings
2. Verify inbox folder names and permissions
3. Confirm email account has appropriate access rights
4. Test with smaller batch sizes

Prevention: - Regular inbox configuration testing - Monitor email server status and changes - Configure backup email accounts if possible

Error: "Attachment processing failed"

Cause: Cannot download or process email attachments

Solution:

1. Check file size limits and restrictions
2. Verify attachment file types are supported
3. Confirm network connectivity for downloads
4. Review email security settings and filters

Prevention: - Configure appropriate file size limits - Document supported attachment types - Monitor attachment processing success rates

Document Processing Errors

Error: "Vendor not found"

Cause: System cannot identify vendor from document

Solution:

1. Manually select correct vendor from lookup
2. Update identification rules for this vendor
3. Verify vendor master data completeness
4. Check document contains clear vendor information

Prevention: - Maintain accurate vendor master data - Regular review and update of identification rules - Train users on manual vendor selection procedures

Error: "Posting group not defined"

Cause: Required posting groups missing or incorrect

Solution:

1. Configure default posting groups in setup
2. Update preferred vendor setup for specific vendors
3. Verify posting group configuration in Business Central
4. Check G/L account assignments and mappings

Prevention: - Complete posting group configuration during setup - Regular review of vendor posting configurations - Document posting group requirements and mappings

Error: "Amount validation failed"

Cause: Extracted amounts don't match validation rules

Solution:

1. Verify document image quality and clarity
2. Check currency settings and decimal separators
3. Review VAT calculation configuration
4. Manually correct amounts if necessary

Prevention: - Ensure high-quality document scanning - Configure appropriate validation thresholds - Regular review of amount extraction accuracy

Performance Issues

Error: "System running slowly"

Cause: Performance degradation due to various factors

Solution:

1. Check system resource utilization
2. Review document processing queue size
3. Optimize database performance and indexing
4. Consider processing during off-peak hours

Prevention: - Regular performance monitoring and optimization - Implement capacity planning procedures - Configure appropriate processing schedules

Error: "PDF viewer not loading"

Cause: Browser or viewer configuration issues

Solution:

1. Clear browser cache and cookies
2. Disable browser extensions temporarily
3. Try alternative browser or incognito mode
4. Check JavaScript and plugin settings

Prevention: - Maintain current browser versions - Document browser compatibility requirements - Regular testing of viewer functionality

Error: "Search performance degraded"

Cause: Large dataset affecting search performance

Solution:

1. Use specific search criteria to narrow results
2. Filter by date ranges to reduce search scope
3. Consider archiving older documents
4. Contact support for database optimization

Prevention: - Implement document archiving policies - Regular database maintenance and optimization - Monitor search performance metrics

Data Issues

Error: "Master data synchronization failed"

Cause: Cannot sync with Business Central master data

Solution:

1. Verify Business Central connectivity and permissions
2. Check user access to vendor and customer data
3. Review integration configuration settings
4. Test master data access from setup page

Prevention: - Regular integration testing and validation - Monitor master data changes and updates - Maintain appropriate user permissions

Error: "Document posting failed"

Cause: Validation errors preventing document posting

Solution:

1. Review posting error messages and details
2. Verify all required fields are completed
3. Check posting group and account configurations
4. Validate document data against Business Central rules

Prevention: - Complete configuration validation during setup - Regular testing of posting procedures - Monitor posting success rates and error patterns

Network and Connectivity Issues

Error: "External service unavailable"

Cause: Cannot connect to external services

Solution:

1. Check internet connectivity and network status
2. Verify external service status and availability
3. Review firewall and proxy configurations
4. Test connectivity from alternative network location

Prevention: - Monitor external service status and notifications - Configure backup service connections where possible - Implement network redundancy and failover procedures

Error: "Connection timeout"

Cause: Network timeouts during service communication

Solution:

1. Check network latency and bandwidth
2. Configure appropriate timeout settings
3. Retry during different time periods
4. Contact network administrator for assistance

Prevention: - Regular network performance monitoring - Configure appropriate timeout and retry settings - Implement network optimization procedures

Security and Access Issues

Error: "Access denied"

Cause: Insufficient permissions for requested operation

Solution:

1. Verify user has appropriate permission sets
2. Check object-level and field-level permissions
3. Confirm user account is active and valid
4. Contact administrator for permission review

Prevention: - Document permission requirements clearly - Regular review of user permissions and roles - Implement least privilege access principles

Error: "Authentication token expired"

Cause: Security tokens have expired and need renewal

Solution:

1. Refresh authentication tokens through setup
2. Re-authenticate with external services
3. Update stored credentials and tokens
4. Test authentication after renewal

Prevention: - Implement automatic token renewal where possible - Monitor token expiration and renewal schedules - Configure appropriate token lifetime settings

Getting Additional Help

Diagnostic Information to Collect

System Information: - Business Central version and build number - Document Automation app version - Operating system and browser information - Network configuration details

Error Details: - Complete error messages and codes - Screenshots of error conditions - Steps to reproduce the problem - Time and frequency of occurrence

Configuration Information: - Setup configuration export - User permission assignments - Integration configuration details - Recent configuration changes

Support Contacts

Q-Team Solutions Support: - Email: support@q-teamsolutions.com - Support Portal: http://support.q-teamsolutions.com - Phone: Available during business hours - Emergency Support: For critical production issues

Self-Service Resources: - Online documentation and knowledge base - Video tutorials and training materials - User community forums and discussions - Diagnostic tools and utilities

Escalation Procedures

Level 1 Support: - Initial troubleshooting and basic configuration issues - Standard error resolution and user assistance - Documentation and training resources

Level 2 Support: - Complex configuration and integration issues - Performance optimization and tuning - Advanced troubleshooting and diagnostics

Level 3 Support: - Critical system issues and outages - Complex integration and customization issues - Product enhancement and feature requests