Troubleshooting File and Contact Manager Common Errors and Issues

In this article:

• Error: File was Unable to be Closed
• Error: Contact was Unable to be Closed
• Error: Unable to Reopen File
• Error: Could not save contact: InvalidRequest;Can't delete resource via AddOrUpdate. Use Delete.
• Save Button is Greyed-Out

This section will walk through the most common errors and how to resolve them.  

Error: File was Unable to be Closed

An unsuccessful attempt to close a file will generate the following error message. 

A file must meet all of the conditions to be closed. (See Managing Files - Closing a File).

Resolution:

1. Close the error pop-up.
2. In the file, select the Ledger tab.
3. Scroll to the bottom of the page for a summary to confirm the file does not have any of the following and make necessary adjustments to clear them if not zeroed:
   • Unbilled
   • Balances
   • Operating Retainer
     
     NOTE:  By default, all Unbilled items have to zeroed to close a file but you can make an exemption to allow files to be closed with unbilled time/fees, please consult with your Admin. 
4. If there are no Unbilled, Balances and Operating Retainer, please review the last accounting entry made on the file and confirm if it was on a closed period.
   To do this:
   1. Go to Financials menu then Close Period tab.
   2. Expand Previous Period to confirm when was the last closed period 
   3. If the last accounting entry on the file is not covered on the last closed period, you have to close the period first, see Closing Month and Year.

5. For further troubleshooting, please contact Support.

Error: Contact was Unable to be Closed

An unsuccessful attempt to close a contact will generate the following error message. 

A contact must meet all of the conditions to be closed, in addition, it must not be set as a Contact for Billing Address on any file.

Resolution:

1. Close the error pop-up.
2. In the contact, select the Ledger tab to confirm no file will show, if there is, close it first.
3. Click back to General tab and expand Group and/or Members sections to confirm both are empty.
4. For further troubleshooting, please contact Support.

Error: Unable to Reopen File

Attempting to reopen a file may result in the following error: 

Resolution:

A file cannot be reopened if its contact is also closed. Reopen the contact first, and then reopen the file afterward. (See Managing Contacts - Reopen a Contact)

Error: Could not save contact: InvalidRequest;Can't delete resource via AddOrUpdate. Use Delete.

Attempting to save changes on an existing contact and/or switching to a different contact from Contact Manager, the contact number is redlined.

Resolution:

1. In the contact, click Reopen A Contact button located at the right corner.
2. A new window will pop-up, search for the contact using the search box.
3. Select the contact and click the Play button.
4. Click the Reopen button at the left corner.
5. Retry to edit and save the contact to confirm it's resolved.
6. For further troubleshooting, please contact Support.

Save Button is Greyed-Out

Unable to save file or contact because the Save button is greyed-out or disabled.

Resolution:

1. Take note and copy the changes you made on the file or contact
2. Click Cancel to refresh the tab.
3. If the Save is still greyed, expand all the sections and check for any red lines.
4. Fill in those with red lines as they are required by your Admin to enable the Save button.
5. For further troubleshooting, please contact Support.