Troubleshooting your ERP system problem

Before contacting support, try to solve the issue yourself. If an error occurs in the ERP system, attempt starting a new order or re-running the report. If unresolved, reach out to your tier 1 ERP support then your partner. Ensure detailed information is provided to speed up their response.

Use these troubleshooting tips and send relevant answers when reporting issue: save time, save money.

Note: Not all questions apply to every scenario, and your ERP system may require additional details.

Who has the Problem?

If your database has multiple companies, datasets or databases, start here by identifying at what level the problem started. Identify if the issue is exclusive to one user or all users trying to do the same step. This usually identifies the issue as a system wide issue, individual entity issue or single user problem. The starting point to troubleshoot each of these scenarios is usually very different.

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What is in your toolbox?

Be sure you or someone at your company is familiar with how to use any troubleshooting functions that may come with your ERP system. Why let the support team have all the fun? All users should be trained on the basics of how to use these tools.

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Screenshot, screenshot, screenshot!

Is the issue an error message or an informational message? Sometimes the message isn’t really indicative of an error. It’s just a message to make sure you are aware of a situation. For example, ‘This customer is over their credit limit’.
If there is a message, take a screenshot of the whole screen! Don’t just close it. It may look like gibberish to you but it is very helpful to your support team. Also, include the steps leading up to the error. If you cannot capture a screenshot of it, write it down verbatim. Include punctuation, symbols and blank spaces if any.

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Are you new around here?

Were you able to do this task before or is this the first time you are performing this activity?
Sometimes there are setups required to be able to turn on a function or task. Or perhaps the necessary permissions have yet to be assigned. That function may require additional software licensing for example.
It is important to distinguish between something that was working before and then broke or something that has never been proven to work.
If it used to work, include the last time it worked properly (as best you remember). Be clear if it is the first time trying to use the function.

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Timing is everything

When did the issue start? Did anything coincide with it? Identifying such factors can help resolve the issue.
If the ERP system is Windows-based, check for recent updates or browser changes. Verify if the issue persists across users with different versions.
Issues may arise from modifications, updates, or new applications. Determine if any recent changes were made to the ERP environment.
- A scenario may involve an AR issue after adding an unrelated AP application that affected both modules, despite thorough testing.

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Maybe it’s just you?

Do other users have the same problem? If there are others who perform the same tasks, ask if they are having problems too. Whether or not they also have issues is an important piece of the puzzle.
It is also good to know if you are working from home or from within your physical work building. These days, we never know what the situation could be for a user.
If another user does not have the issue, compare step-by-step processes to see if there are any differences. Even something as small as typing in a value versus selecting from a list could result in a difference.

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Can I have your recipe?

Your tier 1 support team should try to replicate the issue by following your detailed steps, including screenshots.
If the issue happened while creating a Sales Order, specify the exact steps you took and include any relevant screenshots. Note all actions, including keyboard shortcuts, as they might help identify the problem.
If another user doesn’t have the issue, compare their steps to yours to find any differences that could explain the problem.

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At your disposal, 24/7!

If you encounter an unfamiliar error message, search online using the error and your ERP system's name to find possible solutions.
For process clarification, look for tutorial videos and blogs that provide step-by-step instructions for popular ERP systems, share tips, highlight common errors, and explain specific issues.
The Internet is a free and accessible resource used by support teams. It can help users resolve issues independently, even during nights, weekends, and holidays.

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Help your helpers help you

When faced with an issue, be it an error message or something just not working as you expected it to work, you can help your support resources by sending as much information as you can. By using these troubleshooting steps, you can save your support team time and get a faster response from them. In the process you may even get to save the day and solve the problem yourself!

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