FAQ and troubleshooting
Access and sign in
Section titled “Access and sign in”How do I get an account?
Section titled “How do I get an account?”Ask an administrator. There is no self signup, no register page and no invite email. Accounts are created in Config, Users.
I forgot my password.
Section titled “I forgot my password.”There is no self service reset. An administrator opens your record in Config, Users and sets a new one.
A menu item has disappeared.
Section titled “A menu item has disappeared.”Your role no longer grants View on that feature. View is what puts a feature in the menu. Ask an administrator to check the role.
Two of us see different menus on the same machine.
Section titled “Two of us see different menus on the same machine.”That is expected. The menu is built from the permissions on your role.
Quoting and pricing
Section titled “Quoting and pricing”The material list is empty or too short.
Section titled “The material list is empty or too short.”Work down this list:
- The window has a System and a Colour.
- A profile window configuration exists for that system, window type and colour.
- One of them is marked Default.
- A hardware window configuration exists for the same combination. Missing hardware is the most common cause.
- The products behind the configuration exist in Inventory.
The cost sheet looks too cheap.
Section titled “The cost sheet looks too cheap.”Usually missing hardware, so the cost is simply absent. After that, check product prices and the unit they were entered in. A price entered per metre against a product stocked in lengths will be out by a large factor.
The cost sheet looks about right but not exact.
Section titled “The cost sheet looks about right but not exact.”Check the cost configuration sections: fabrication, fitting, overhead, profit, discount and sale agent. One rate out of date will move every quotation the same way.
Which default gets picked when two configurations are marked Default?
Section titled “Which default gets picked when two configurations are marked Default?”It is not predictable. Keep exactly one default per combination of system, window type and colour.
Do I quote with actuals or with rates?
Section titled “Do I quote with actuals or with rates?”Both are available on the estimation, through As per actual uPVC, As per actual glass, Use individual and Use individual system. Pick one approach and keep to it, or quotations from different months will not be comparable.
Designing
Section titled “Designing”The layout I need is not in the list.
Section titled “The layout I need is not in the list.”Layouts come from Config, Window layouts. Someone with Config access has to add it. You cannot draw a free form shape.
The sizes came out wrong.
Section titled “The sizes came out wrong.”Nothing converts units. Enter width and height in the same units your configurations were loaded in.
Production
Section titled “Production”Where is the cut list?
Section titled “Where is the cut list?”On the lead, under the Cut sheet tab, not on the work order. This is the single most common thing people cannot find.
The cut sheet sizes look wrong.
Section titled “The cut sheet sizes look wrong.”The cut sheet is produced from the design and the profile configuration. Fix the design or the configuration. Do not try to correct the sheet.
Nothing shows in Due this month or Over due date.
Section titled “Nothing shows in Due this month or Over due date.”Those widgets read dates from records. A work order or project with empty start and due dates cannot appear, however late it is.
Current stock does not match the racks.
Section titled “Current stock does not match the racks.”Stock reflects lots received and gate passes issued. Check that deliveries were entered as lots when they arrived, and that everything leaving had a gate pass.
Material never arrived.
Section titled “Material never arrived.”Check Pending purchase requests on the dashboard. A request that nobody turned into a purchase order is the usual reason.
Stock figures and cost sheets disagree.
Section titled “Stock figures and cost sheets disagree.”Look at the product’s Unit, Stock unit and conversion factor. That is nearly always where it comes from.
Invoicing
Section titled “Invoicing”Can I credit an invoice?
Section titled “Can I credit an invoice?”No. There are no credit notes.
Where do I set the VAT number or tax rate?
Section titled “Where do I set the VAT number or tax rate?”Nowhere. There is no tax handling in the application.
Does this export to my accounts package?
Section titled “Does this export to my accounts package?”No. There is no accounting integration. Your bookkeeper re keys from the documents.
Things the application does not do
Section titled “Things the application does not do”Asked often enough to be worth stating plainly:
- No installation or site tracking, no fitting teams, no customer sign off.
- No standalone quotations module. Quoting is inside a lead.
- No margin or throughput reporting. One stock value report, plus dashboard widgets.
- No scheduling board or capacity planning.
- No cutting optimisation or nesting.
- No tax, credit notes or accounting export.
- No self signup or password reset.
Still stuck
Section titled “Still stuck”- Check the Activity logs for the area. They show what changed on a record.
- Reproduce it on a test lead rather than a customer job.
- When reporting it, say which screen you were on, what you expected and what
happened. The route from the address bar, for example
lead/view/12, is the most useful single detail you can include.