Troubleshooting Guide¶

Common Issues¶

Login Issues¶

Can't log in / "Invalid credentials" error¶

Solutions:

1. Check credentials
2. Verify email address is correct
3. Ensure password is typed correctly (passwords are case-sensitive)

4. Check that Caps Lock is off

5. Reset password

6. Click "Forgot Password" on login screen
7. Follow email instructions to reset

8. Contact your administrator if you don't receive the reset email

9. Account locked

10. After multiple failed login attempts, accounts may be temporarily locked
11. Wait 15 minutes and try again
12. Contact your administrator to unlock immediately

Logged out unexpectedly¶

Cause: Session timeout after 24 hours or inactivity

Solution: Simply log back in. Your session expired for security.

Mobile App Issues¶

Camera not working for barcode scanning¶

Solutions:

1. Grant camera permission
2. iOS: Settings → Safari → Camera → Allow

3. Android: Settings → Chrome → Site Settings → Camera → Allow

4. Check HTTPS

5. Ensure you're accessing via https:// (secure connection)

6. Look for padlock icon in browser

7. Restart browser

8. Close and reopen the browser app
9. Clear browser cache if issue persists

App running slowly on mobile¶

Solutions:

1. Close other apps running in the background
2. Clear browser cache
3. Check internet connection speed
4. Restart your device
5. Update your browser to the latest version

Offline changes not syncing¶

Solutions:

1. Check internet connection is restored
2. Pull down to refresh the page
3. Manually navigate to another page and back
4. Check that you're not in airplane mode

Barcode Scanning Issues¶

Barcode won't scan¶

Solutions:

1. Improve lighting - Ensure adequate light on the barcode
2. Hold steady - Keep the device still for 1-2 seconds
3. Position correctly - Center the barcode in the camera frame
4. Clean barcode - Wipe label if dirty or damaged
5. Manual entry - Type the number below the barcode as fallback

Wrong item appears after scanning¶

Possible causes:

• Barcode printed incorrectly
• Multiple barcodes on same label (scan only the primary barcode)
• Wrong barcode type configured

Solution: Verify the barcode number matches the expected product SKU. Report incorrect barcodes to your administrator.

Inventory Issues¶

Inventory count doesn't match physical count¶

Steps to resolve:

1. Perform a cycle count for the affected location
2. Review recent transactions for the product
3. Check for pending receiving orders
4. Create an inventory adjustment with notes explaining the discrepancy
5. Contact your supervisor if large variance

Can't find a product¶

Solutions:

1. Search by SKU instead of name
2. Check if product is in a different warehouse
3. Verify product exists in the system
4. Check spelling of search term

Order Issues¶

Can't create new order¶

Possible causes:

• Insufficient inventory
• Product not assigned to your warehouse
• Missing required fields

Solution: Check error message for specific issue. Verify inventory availability and required information.

Order stuck in "Picking" status¶

Resolution:

1. Review pick list completion
2. Ensure all items are picked and confirmed
3. Check for pending picks
4. Contact supervisor if unable to complete

Performance Issues¶

Pages loading slowly¶

Solutions:

1. Check internet connection
2. Run speed test (www.fast.com)
3. Try different network if available

4. Contact IT if consistent slow speeds

5. Clear browser cache

6. Chrome: Settings → Privacy → Clear browsing data

7. Safari: Settings → Safari → Clear History and Website Data

8. Close unused tabs

9. Browser performance degrades with many open tabs

10. Bookmark pages instead of keeping tabs open

11. Try different browser

12. Test in Chrome, Safari, or Edge
13. Update browser to latest version

Search is slow¶

• Allow search to fully load (wait 2-3 seconds)
• Use more specific search terms
• Filter by warehouse first
• Contact support if consistently slow

Data Entry Issues¶

Form validation errors¶

Common issues:

• Required fields missing: Fill all fields marked with asterisk (*)
• Invalid format: Check field hints (e.g., email format, number format)
• Duplicate values: SKUs and serial numbers must be unique

Solution: Read error message carefully and correct the indicated field.

Changes not saving¶

Solutions:

1. Check for error messages at top of form
2. Ensure all required fields are filled
3. Verify you have permission to make changes
4. Try refreshing the page and entering changes again

API / Integration Issues¶

API returns 401 Unauthorized¶

Cause: Invalid or expired access token

Solution:

1. Re-authenticate to get a new token
2. Check token is included in Authorization header
3. Verify token hasn't expired (24-hour lifetime)

API returns 403 Forbidden¶

Cause: Insufficient permissions for the requested operation

Solution: Contact your administrator to request appropriate permissions.

Bulk upload fails¶

Common causes:

• CSV format incorrect
• Missing required columns
• Invalid data in cells
• Duplicate SKUs/serial numbers

Solution:

1. Download the CSV template
2. Check error message for specific row/column
3. Verify data format matches requirements
4. Try uploading a smaller batch to isolate issue

Error Messages¶

"Network Error"¶

Cause: Lost internet connection

Solution: 1. Check WiFi/cellular connection 2. Try accessing another website 3. Reconnect to network 4. Contact IT if network is down

"Session Expired"¶

Cause: Logged in for more than 24 hours or extended inactivity

Solution: Log in again. Your session ended for security.

"Insufficient Permissions"¶

Cause: Your account doesn't have permission for this action

Solution: Contact your administrator to request access.

"Record Not Found"¶

Cause: Item was deleted or never existed

Solution: Verify the ID/SKU is correct. Check with your supervisor.

Still Need Help?¶

If these solutions don't resolve your issue:

1. Note the details:
2. What you were trying to do
3. Exact error message
4. Steps to reproduce

5. Screenshots if possible

6. Contact Support:

7. Email: support@zoratech.io

8. Include: Error details, your account email, timestamp

9. Check Documentation:

10. FAQ
11. User Guides
12. Configuration Guide