Errors FAQ

In this article:

• Error: Request Not Accepted The request failed with the reason 400
• Error: Download not available: Err3, Code:8 (No Entry Storage)
• Message: If you continue, you will have more users than licenses.
• Error: Time/Fees Nothing to process
• 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

Error: Request Not Accepted The request failed with the reason 400

Request Not Accepted The request failed with the reason 400 error comes up when you previously requested for a long report that is still being generated.

Resolution: 

You can click on the notification bell icon and then click Refresh at the bottom, if that doesn't work, please wait until the system is done generating the report you have requested.

Error: Download not available: Err3, Code:8 (No Entry Storage)

Download not available: Err3, Code:8 comes up when you try download a cheque image that hasn't been printed from Batch Cheque Print yet, which mean you will not be able to download the cheque.

Resolution: 

1. Go to Bank Admin > Batch Cheque Print.
2. Select the bank account that cheque was written from.
3. Checkmark the cheque.
4. Click Print Now (either on a cheque stock or blank paper). This will also add the cheque image from the reports that you can click and re-download later.

Message: If you continue, you will have more users than licenses.

This message "If you continue, you will have more users than licenses. Depending on usage, if more users logon than licenses available overage charges may be incurred. Contact us for full details or to purchase extra licenses." comes up if you try to add more users than the number of purchased licenses.

Resolution:

Select Yes to continue adding the user.

Note that it will not automatically incur any charges nor increase the number of licenses. License usage is currently based on number of users who login to the system. If additional license is required, please contact us.

Error: Time/Fees Nothing to process

Nothing to process error comes up when you try to click Save under Time/Fees screen, but no entry is selected or check marked.

Resolution:

1. Select or checkmark the entry or entries to want to post.
2. Click Save

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 us.

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 us.

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 us.

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 us

Reports or invoices are not being downloaded.

If you try to generate a report or an invoice then exported to download and it's not showing.

Resolution:

Please confirm that the browser is not blocking it. Go to your browser's settings and look for pop-up blocker, ensure that pop-ups are allowed for Legal Accounting (Soluno).