Troubleshooting#

Common issues and solutions for AssetVault.

Login & Access Issues#

Can't Log In#

Symptoms:

• "Invalid credentials" error
• Password not accepted
• Email not recognized

Solutions:

1. Verify email address

   • Check for typos
   • Use the exact email you registered with
   • Check if Caps Lock is on

2. Reset password

   • Click "Forgot Password"
   • Enter your email
   • Check inbox (and spam) for reset link
   • Follow link and set new password

3. Account not verified

   • Check for verification email
   • Click verification link
   • Resend verification if needed

4. Browser issues

   • Clear cache and cookies
   • Try incognito/private mode
   • Use different browser
   • Disable browser extensions

Two-Factor Authentication Issues#

Can't access authenticator app:

• Use backup codes saved during setup
• Contact support to disable 2FA temporarily
• Re-set up 2FA once access restored

Authenticator code doesn't work:

• Ensure device time is synchronized
• Code is case-sensitive
• Use code before it expires (30 seconds)

Session Expired#

Cause: Inactivity timeout after 2 hours

Solution:

• Log in again
• Enable "Remember Me" for longer sessions
• Save work frequently

Asset Management Issues#

Asset Not Appearing#

Check filters:

• Date range may exclude asset
• Ownership filter (Owned vs. Leased)
• Asset type filter active
• Search term too specific

Solution:

1. Click "Clear Filters"
2. Search by Asset ID
3. Check asset isn't disposed

Can't Edit Asset#

Possible causes:

• Insufficient permissions (need edit rights)
• Asset locked due to posted journals
• Asset disposed

Solution:

• Check with company administrator for permissions
• Contact support to unlock if needed
• Use impairment for value changes

Can't Delete Asset#

Design: Assets cannot be deleted for audit trail.

Alternative:

• Dispose of asset instead
• Mark as inactive
• Contact support for exceptional circumstances

Duplicate Assets Created#

Prevention:

• Use bulk upload with "Skip duplicates" option
• Check for existing asset before creating

Fix:

• Dispose duplicate asset
• Or contact support to merge

Depreciation Issues#

Depreciation Not Calculating#

Check:

• Useful life > 0
• Purchase date is valid (in the past)
• Asset not fully depreciated
• Depreciation method is set

Solution:

1. Edit asset
2. Verify all financial fields
3. Save (triggers recalculation)
4. Refresh page

Incorrect Depreciation Amount#

Verify inputs:

• Cost entered correctly
• Useful life realistic
• Residual value < Cost
• Depreciation method correct (straight-line vs. reducing balance)

Check pro-rata settings:

• If enabled, first month may be partial
• Review company settings

Solution:

1. Navigate to asset
2. Review depreciation schedule tab
3. Check calculation step-by-step
4. Edit if inputs incorrect

Journals Not Generating#

Possible causes:

• No assets for selected period
• Journals already generated and posted
• Period locked

Solution:

• Verify period selection
• Check if journals exist
• Unpost journals if need to regenerate
• Contact support for locked periods

Bulk Upload Issues#

File Format Not Supported#

Solution:

• Save as .xlsx (Excel format)
• Not .xls or .csv
• Re-download template if unsure

Validation Errors#

Common errors:

"Invalid date format"

• Use YYYY-MM-DD format
• Example: 2024-01-15 (not 15/01/2024)

"Cost must be greater than 0"

• Remove currency symbols (£, $)
• Use numbers only: 1200.00

"Unknown asset type"

• Must match existing types exactly
• Check for typos or extra spaces

"Useful life must be at least 1"

• Enter valid number of years
• Not zero or negative

Solution:

1. Download error report
2. Fix issues in original file
3. Re-upload

Upload Hangs or Times Out#

Causes:

• File too large (>1000 assets)
• Internet connection interrupted
• Server busy

Solution:

• Split into smaller batches (500 assets max)
• Check internet connection
• Try during off-peak hours
• Contact support if persists

Export Issues#

Export File Empty#

Causes:

• Filters exclude all assets
• No data for selected period

Solution:

• Clear all filters
• Expand date range
• Verify assets exist

Can't Open Excel File#

Causes:

• File corrupted
• Incompatible Excel version
• File too large

Solution:

• Re-download file
• Try opening in Google Sheets
• Use newer version of Excel
• Split export into batches

Missing Data in Export#

Check:

• Optional fields may be blank
• Filters applied
• Date range set

Solution:

• Review export carefully
• Check if data exists in system
• Adjust filters and re-export

Performance Issues#

Slow Loading#

Causes:

• Large dataset (1000+ assets)
• Slow internet connection
• Browser cache full

Solution:

• Apply filters to reduce data loaded
• Clear browser cache
• Close unnecessary browser tabs
• Use faster internet connection

Charts Not Displaying#

Causes:

• JavaScript disabled
• Browser compatibility
• Ad blocker interference

Solution:

• Enable JavaScript
• Use modern browser (Chrome, Firefox, Edge, Safari)
• Disable ad blockers for AssetVault
• Clear cache and reload

Mobile Issues#

Layout Issues on Mobile#

Solution:

• Rotate to landscape mode
• Use latest browser version
• Update your device OS
• Clear mobile browser cache

Can't Upload Files on Mobile#

Current limitation: Some file uploads work better on desktop

Workaround:

• Use desktop browser for bulk uploads
• Take photos using mobile browser

Integration Issues#

ERP Import Failing#

Common causes:

• Account code mismatch
• Date format incompatibility
• Missing required fields

Solution:

• Verify account code mapping
• Check date format expected by ERP
• Review import template requirements
• Test with small sample first

Error Messages#

"Permission Denied"#

Cause: Insufficient user permissions

Solution:

• Contact company administrator
• Request appropriate role assignment
• Verify you're in correct company context

"Session Expired"#

Cause: Logged out due to inactivity

Solution:

• Log in again
• Work will be lost if not saved
• Enable auto-save (coming soon)

"Invalid Input"#

Cause: Form validation error

Solution:

• Review error message details
• Fix highlighted fields
• Ensure required fields filled
• Check format (dates, numbers)

"Server Error (500)"#

Cause: Temporary server issue

Solution:

• Wait a few minutes
• Refresh page
• Try again
• Contact support if persists

Data Issues#

Missing Assets After Import#

Check:

• Import summary showed success
• Assets may be filtered out
• Review import log for skipped items

Solution:

• Clear filters
• Check bulk upload report
• Re-import if necessary

Incorrect Financial Data#

Verify:

• Input data was correct
• Currency conversions (if applicable)
• Calculation method

Solution:

• Review asset details
• Edit and correct
• Depreciation recalculates automatically

Browser Compatibility#

Supported Browsers#

✅ Recommended:

• Google Chrome (latest)
• Mozilla Firefox (latest)
• Microsoft Edge (latest)
• Safari 14+ (macOS/iOS)

⚠️ Limited Support:

• Internet Explorer (not recommended)
• Older browser versions

Solution:

• Update to latest browser version
• Use recommended browsers for best experience

Contact Support#

If issue persists after troubleshooting:

Email: [[CONTACT EMAIL]]

Include in your message:

• Description of the problem
• Steps to reproduce
• Browser and version
• Screenshots if applicable
• Error messages (exact text)

Response Time:

• Standard: Within 24 hours
• Urgent: Within 4 hours (mark as urgent)

Preventive Maintenance#

Regular Tasks#

Weekly:

• Clear browser cache
• Update browser to latest version
• Review for software updates

Monthly:

• Export data for backup
• Review user permissions
• Check for feature updates

Quarterly:

• Full data export and backup
• Review user access
• Clean up disposed assets

Known Issues#

Issue: Large exports (>5000 assets) may be slow
Workaround: Export in batches by date range

Issue: Mobile file upload limited on some devices
Workaround: Use desktop for bulk uploads

Issue: Safari private browsing may have session issues
Workaround: Use normal browsing mode

FAQ Quick Links#

For specific questions, see:

• General FAQ
• Getting Started
• Fixed Assets
• Bulk Upload

Still having issues? Contact [[CONTACT EMAIL]] for personalized support.