Common Errors

Overview

This guide covers the most frequently encountered errors when using Dynamics Dossier and provides step-by-step solutions to resolve them quickly.

Installation and Setup Errors

Error: "Extension could not be installed"

Problem: Installation fails during the extension installation process

Possible Causes: - Missing dependencies (Q-Team App Authenticator or Drag & Drop) - Insufficient permissions - Version compatibility issues - Server/environment issues

Solutions:

1. Check Dependencies:
   • Ensure Q-Team App Authenticator is installed first
   • Verify Drag & Drop extension is installed
   • Check extension versions are compatible
2. Verify Permissions: ``` Required Permissions:
   • Business Central Admin rights
   • Extension Management permissions
   • Company configuration access
   ```
3. Check Version Compatibility:
   • Verify Business Central version is 26.0 or higher
   • Confirm app version matches your BC version
   • Check for any conflicting extensions

Error: "License not found or invalid"

Problem: License validation fails after installation

Symptoms: - "License key is invalid" message - Limited functionality available - Trial period expired notifications

Solutions:

1. Verify License Key:
   • Check license key format (no spaces or special characters)
   • Ensure license key matches your organization
   • Confirm license is not expired
2. Register License Properly: ``` Steps:
   1. Navigate to Dossier Setup
   2. Click "Register License"
   3. Enter exact license key provided
   4. Restart Business Central session
   ```
3. Contact Q-Team Solutions:
   • Email: support@q-team.nl
   • Provide: Company name, license key, error message
   • Include: Business Central version and environment details

Error: "Number series not found"

Problem: Dossier creation fails due to missing number series configuration

Error Messages: - "Number series DOSSIER does not exist" - "No. Series Code must have a value" - "Cannot generate next number"

Solutions:

1. Configure Number Series: ``` Path: Dossier Setup → Dossier Nos.

Create Number Series: - Code: DOSSIER - Description: Dossier Numbers<br> - Starting No.: D0001 - Ending No.: D99999 - Increment-by No.: 1 ```

1. Verify Number Series Assignment: ``` Check Fields:
   • Dossier Setup → "Dossier Nos." field must be populated
   • Document Setup → "Document Nos." field must be populated
   ```

Permission and Access Errors

Error: "You do not have permission to access this page"

Problem: User lacks necessary permissions to access Dynamics Dossier features

Symptoms: - Cannot access Dossier List - Cannot create new dossiers - Cannot view dossier content

Solutions:

1. Assign Correct Permission Sets: ``` User Setup → Permission Sets:

Standard Roles: - QTEAM DOSSIER - ADMIN (Full access) - QTEAM DOSSIER - USER (Standard user) - QTEAM DOSSIER - READ (Read-only) ```

1. Check Company Access:
   • Verify user has access to the correct company
   • Ensure user is not restricted by security filters
   • Confirm company-specific permissions are correct
2. Verify Extension Permissions: ``` Extension Management:
   • Check Dynamics Dossier is enabled for user
   • Verify extension is installed in current environment
   • Confirm no permission conflicts exist
   ```

Error: "Record is locked by another user"

Problem: Multiple users trying to access the same dossier simultaneously

Solutions:

1. Wait and Retry: Often resolves automatically within minutes
2. Check Active Sessions: ``` Administration → Active Sessions
   • Identify user holding the lock
   • Contact user to close the record
   ```
3. Force Unlock (Admin only): ``` Warning: Use with caution
   • End problematic user session
   • Clear temporary locks in database
   ```

Workflow Errors

Error: "Workflow could not be started"

Problem: Automated workflows fail to initiate or execute

Symptoms: - Tasks not created automatically - Email notifications not sent - Workflow log shows no entries

Solutions:

1. Verify Workflow Configuration: ``` Check:
   • Dossier Type has assigned workflow
   • Workflow Header exists and is active
   • Workflow Lines are properly configured
   ```
2. Validate Workflow Conditions: ``` Required Elements:
   • Correct Dossier Type Code in workflow header
   • Valid date formulas in workflow lines
   • Proper workflow line sequencing
   ```
3. Check Workflow Permissions: ``` User Permissions:
   • WORKFLOW-ADMIN (for setup)
   • WORKFLOW-USER (for execution)
   • Email notification permissions
   ```

Error: "Email notifications not being sent"

Problem: Automatic email notifications fail to send

Common Causes: - SMTP configuration issues - Email queue problems - Invalid recipient addresses

Solutions:

1. Check Email Queue: ``` Path: Email Queue
   • Review failed email entries
   • Check error messages in queue
   • Retry failed emails manually
   ```
2. Verify SMTP Settings: ``` Email Accounts Configuration:
   • SMTP server address correct
   • Authentication credentials valid
   • Port and security settings proper
   • Test connection successful
   ```
3. Validate Email Addresses: ``` Check:
   • Contact email addresses are valid
   • No typos in email configuration
   • Recipients not blocking business emails
   ```

Document Management Errors

Error: "Cannot upload document"

Problem: Document upload functionality fails

Symptoms: - Upload button unresponsive - "File too large" errors - "Invalid file type" messages

Solutions:

1. Check File Constraints: ``` Limitations:
   • Maximum file size: 50MB (configurable)
   • Allowed formats: PDF, DOC, DOCX, XLS, XLSX, JPG, PNG
   • File name must not contain special characters
   ```
2. Verify Drag & Drop Extension: ``` Requirements:
   • Drag & Drop extension must be installed
   • Extension must be enabled for current user
   • Browser compatibility for drag-and-drop
   ```
3. Check Storage Configuration: ``` Dossier Setup:
   • Document Path must be accessible
   • Sufficient storage space available
   • Proper folder permissions configured
   ```

Error: "Document could not be found"

Problem: Previously uploaded documents cannot be accessed

Solutions:

1. Verify File Storage Path: ``` Check:
   • Document path in Dossier Setup is correct
   • Files exist in specified location
   • Folder permissions allow read access
   ```
2. Check File System: ``` Validate:
   • Network connectivity to storage location
   • File not moved or deleted outside system
   • Storage server is accessible
   ```

Data Integration Errors

Error: "Contact not found"

Problem: Dossier creation fails due to invalid contact reference

Solutions:

1. Verify Contact Exists: ``` Steps:
   1. Go to Contact List
   2. Search for contact by number/name
   3. Verify contact is not blocked
   ```
2. Create Missing Contact: ``` If contact doesn't exist:
   1. Create new contact record
   2. Complete required fields
   3. Save and retry dossier creation
   ```

Error: "Data synchronization failed"

Problem: Integration with external systems fails

Solutions:

1. Check API Connections: ``` Verify:
   • Authentication tokens are valid
   • API endpoints are accessible
   • Network connectivity is stable
   ```
2. Review Integration Logs: ``` Check:
   • Error messages in integration logs
   • Failed data transfers
   • Authentication failures
   ```

Performance Issues

Error: "System running slowly"

Problem: Dynamics Dossier pages load slowly or time out

Common Causes: - Large datasets - Inefficient filtering - Network issues - Server performance

Solutions:

1. Optimize Filters: ``` Performance Tips:
   • Use date range filters
   • Filter by status or type
   • Limit result sets with $top parameter
   ```
2. Database Maintenance: ``` Regular Tasks:
   • Rebuild indexes on dossier tables
   • Clean up old workflow logs
   • Archive closed dossiers
   ```
3. Network Optimization: ``` Check:
   • Internet connectivity speed
   • Business Central server performance
   • Browser cache and cookies
   ```

Browser and Client Errors

Error: "Feature not working in web client"

Problem: Some functionality doesn't work in the browser

Solutions:

1. Browser Compatibility: ``` Supported Browsers:
   • Microsoft Edge (recommended)
   • Google Chrome
   • Mozilla Firefox
   • Safari (limited support)
   ```
2. Clear Browser Data: ``` Clear:
   • Browser cache
   • Cookies
   • Local storage
   • Session storage
   ```
3. Check Browser Settings: ``` Enable:
   • JavaScript
   • Cookies
   • Pop-ups (if needed)
   • File downloads
   ```

Error Reporting and Logging

Collecting Error Information

When contacting support, provide:

1. Error Details:
   • Exact error message
   • Steps to reproduce
   • Time/date when error occurred
2. Environment Information:
   • Business Central version
   • Dynamics Dossier version
   • Browser version (if web client)
3. System Information:
   • Company name and environment
   • User permissions and roles
   • Recent changes or updates

Debug Information Collection

1. Browser Developer Tools: ``` Steps:
   1. Press F12 to open developer tools
   2. Go to Console tab
   3. Reproduce the error
   4. Screenshot or copy error messages
   ```
2. Business Central Event Log: ``` Administration → Event Log
   • Filter by date and source
   • Export relevant entries
   • Include in support request
   ```

Getting Help

Self-Service Resources

1. Documentation: Q-Team Solutions Docs
2. FAQ: Frequently Asked Questions
3. Release Notes: Check latest updates and known issues

Professional Support

1. Email Support: support@q-team.nl
2. Phone Support: +31 030 820 13 33
3. Emergency Support: Available for production-critical issues

Support Request Template

Subject: Dynamics Dossier Error - [Brief Description]

Environment Information:
- Business Central Version: 
- Dynamics Dossier Version:
- Company Name:
- Environment (Production/Sandbox):

Error Details:
- Error Message:
- Steps to Reproduce:
- Expected Behavior:
- Actual Behavior:

Additional Information:
- Browser/Client Used:
- Time of Error:
- Affected Users:
- Recent Changes:

Escalation Process

1. Level 1: Standard email support (response within 24 hours)
2. Level 2: Technical specialist (response within 8 hours)
3. Level 3: Development team (for complex technical issues)
4. Emergency: Phone support for production-critical issues

Next: Review Frequently Asked Questions for additional common issues and solutions.