🔧 Troubleshooting Guide

✅ Solution:

1. Click the "?" icon on the login screen
2. Select "Import Configuration"
3. Browse to your app.config file
4. Click Import and wait for confirmation

Note: If you don't have a configuration file, contact your system administrator or contact support.

✅ Solutions:

• Check caps lock: Password is case-sensitive
• Verify company/branch: Ensure correct selections
• Reset password: Contact administrator if forgotten
• Check configuration: May need to re-import config file

✅ Understanding Session Timeout:

Sessions expire after 30 minutes of inactivity for security. This is normal behavior.

Best Practices:

• Save work frequently (every 10-15 minutes)
• Avoid leaving application idle during data entry
• Complete transactions before stepping away

✅ Solution:

Press F2 to execute search, or click the Search button with your mouse.

Tip: F2 is the universal search hotkey throughout MeTEY.

✅ Solutions:

• Check search term: Must match exactly (case-insensitive)
• Try partial match: Search for part of the code/name
• Check filters: "Active Only" may be hiding results
• 100 result limit: Refine search if you hit the limit

✅ Solutions:

1. Type "0" in the product code field (not description)
2. Press Enter after typing "0"
3. Ensure cursor is in the product code field
4. If still not working, use manual search in Products section

✅ Common Causes & Solutions:

• Insufficient inventory: Check qty on floor vs. allocated amount. Go to Products → View inventory levels.
• Product deleted/inactive: Reactivate product in Products section.
• Customer inactive: Reactivate customer in Clients section.
• Warning flags (⚠️): Click the warning icon for detailed error message.
• Missing pricing: Ensure all line items have valid prices.

✅ Solution:

This indicates unsupported unit conversion. Check:

• Product has valid lpf (pounds per foot) value
• Unit is supported (inch, ft, 10ft-24ft, lbs, clbs, pcs, cpcs, cm, m)
• Quantity and length are numeric values

Formula: ConvertUnits(qty*length, unit, 'lbs', lpf)

✅ Solutions:

1. Printing: see the Printing section below — it covers the most common cause, which is not what the error says
2. Email client: ensure a default email client is configured in Windows
3. Restart the application: close and reopen MeTEY

✅ Solution:

Ensure all required fields are filled:

• Product code must be valid
• Quantity must be greater than 0
• Pricing method must be selected
• Price must be calculated (not $0.00 unless intentional)

Save the QOI header before adding line items.

✅ Update to version 2.5.1 or later

Versions before 2.5.1 could not detect the default printer. The check MeTEY used was malformed, so it always concluded no printer was present and refused to print — even on machines with a working printer, SumatraPDF and Edge all correctly installed.

The message told you to set a default printer in Windows Settings, which was misleading: there was nothing wrong with Windows.

To confirm this is what you are seeing, open PowerShell and run:

Get-CimInstance -ClassName Win32_Printer -Filter "Default=TRUE" |
  Select-Object -ExpandProperty Name

If that prints a printer name and MeTEY still says no printer is configured, you need the update. Until then, use Preview and print from the preview window.

✅ Check each step of the chain

Printing runs in two stages: MeTEY converts the document to a PDF using Edge or Chrome, then sends that PDF to your printer using SumatraPDF. A missing piece at either stage stops the job.

1. Is a default printer set? Windows Settings → Bluetooth & devices → Printers & scanners. Turn off "Let Windows manage my default printer" if it keeps changing.
2. Is SumatraPDF installed? It is included with the MeTEY installer. If it was removed, get it from sumatrapdfreader.org — Adobe Reader also works as a fallback.
3. Is the printer online? Print a Windows test page. If that fails, the problem is not MeTEY.
4. Any stuck jobs? Open the print queue and clear it. A jammed job blocks everything behind it.

✅ MeTEY always uses the Windows default

Direct printing has no printer picker — it sends to whichever printer Windows reports as the default at that moment. There is no per-document or per-user printer setting in MeTEY.

Two things commonly cause surprises:

• "Let Windows manage my default printer" makes Windows switch the default to whichever printer you used last, including "Microsoft Print to PDF". Turn it off if you want a fixed printer.
• "Microsoft Print to PDF" as the default silently produces a file instead of paper. It may look as though nothing happened.

To send a single document elsewhere, use Preview and choose the printer in the preview window.

✅ Check the paper size and background graphics

• Content cut off at the edge: the document is laid out for Letter. Check the printer is not set to A4, and that scaling is "Actual size" rather than "Fit to page".
• Headers or shaded totals missing: from Preview, enable "Background graphics" in the print dialog. Direct printing already includes them.
• Everything very small: the printer is scaling to fit a smaller paper size. Set the tray to Letter.

✅ Expected, and only once per session

The first document of a session starts a headless browser to build the PDF, which takes a few seconds. Later documents reuse it and print noticeably faster.

If every print is slow, check whether antivirus software is scanning the temporary PDF each time. Excluding the MeTEY temp folder usually resolves it.

✅ Understanding Negative Inventory:

Negative inventory occurs when more items are sold/allocated than available. Common causes:

• Invoice created without inventory validation
• Physical count revealed shrinkage
• Manual adjustment reduced qty below allocated
• Receiving not processed for purchase orders

How to Fix:

1. Check Inventory → Audit Trail to see transaction history
2. Perform physical inventory count
3. Adjust inventory with proper explanation
4. Review QOI allocations if needed

✅ Solutions:

1. Verify count accuracy: Recount items with large variances
2. Check for duplicates: Ensure items weren't counted twice
3. Review audit trail: Recent transactions may explain difference
4. Threshold validation: System warns on large variances - review carefully
5. Add explanation: Required for adjustments over threshold

✅ Solutions:

• Check file size: Maximum 10 MB per file
• Supported formats: PDF, JPG, PNG
• Internet connection: Required for Google Cloud Storage
• GCS configuration: Ensure GCS is properly configured
• Contact support: May need GCS bucket access configuration

✅ Solutions:

• Check invoice status: Must be INVOICE status (not Quote/Order)
• Outstanding balance: Invoice must have unpaid amount
• Click $ button: Allocates full invoice amount automatically
• Total must match: Payment amount = sum of allocations
• Save after allocating: Don't forget to click Save button

✅ Understanding Balance:

In double-entry bookkeeping, every transaction must balance (total debits = total credits).

How to Fix:

1. Review GL Entry Detail → Check debit and credit totals
2. Sum of all amounts for transaction GUID must equal $0.00
3. Every debit needs offsetting credit (and vice versa)
4. If out of balance, delete and recreate entry

✅ Solutions:

• Check date range: Ensure correct start/end dates
• Verify account mappings: Accounts may be in wrong category
• Review formula types: Ensure correct formula (Account Total, Sum, etc.)
• Check GL entries: Transactions may be posted to wrong accounts
• Rebuild report: Delete and recreate report definition

✅ Understanding Validation:

MeTEY requires 100% valid data before import (all-or-nothing). Review error table carefully.

Common Issues:

• LOV values don't match: Payment terms, delivery, units must match exactly (check Administration → LOV Management)
• Required fields missing: Check template for required columns
• Invalid date format: Use format specified in template header
• Duplicate codes: Customer/supplier/product codes must be unique
• Invalid numbers: Ensure numeric fields contain only numbers

How to Fix:

1. Review error table showing row number and issue
2. Fix errors in CSV file (in Excel or text editor)
3. Save as CSV (not Excel format)
4. Re-upload and validate again

✅ Solutions:

• Check date range: For GL activity export, ensure valid date range
• Verify data exists: Check that records actually exist in the system
• Active only filter: May be filtering out inactive records
• Permissions: Ensure you have export permission for that data type

✅ Solutions:

1. Check credentials: E-commerce Dashboard → Verify API credentials are valid
2. Check sync status: Review sync activity log for errors
3. Manual sync: Click "Sync Orders" button to trigger manual sync
4. Date range: System only syncs recent orders (last 30 days typically)
5. Platform status: Check if marketplace API is experiencing issues

✅ Solutions:

• Check SKU mapping: MeTEY products must be mapped to marketplace SKUs
• Manual inventory sync: E-commerce Dashboard → Sync Inventory
• Review sync errors: Check activity log for failed syncs
• Platform API limits: May be rate-limited (wait 15 minutes and retry)
• Credentials: Verify API credentials have inventory update permissions

✅ Solutions by Platform:

• Amazon: Check Seller ID, LWA credentials, AWS credentials
• eBay: Verify OAuth token hasn't expired (refresh token)
• Etsy: Check OAuth token and Shop ID
• Shopify: Verify Admin API access token and store URL
• WooCommerce: Check Consumer Key and Secret

General: See platform-specific setup guides in E-commerce Features.