Troubleshooting

This topic lists frequently asked questions and solutions to various common problems you might have with Tungsten AP Essentials.

• AP Essentials Connect permanently displays the message, "Please wait while Tungsten AP Essentials Connect downloads..."

  This can occur if your internet connection blocks access to files that Tungsten AP Essentials Connect needs in order to update. See troubleshooting for AP Essentials Connect for more information.

• "You have reached the request limit for this process."

  To keep Tungsten AP Essentials running smoothly, some internal processes have limits to how many times they can be performed during a given period of time. If you receive the message, "You have reached the request limit for this process," it is followed by the number of minutes to wait until you can try again. You must wait the specified amount of time before trying again. After the specified time elapses, the request limit resets, and you can try again.

  If you receive this message often, it can be because you use a custom integration that does not follow the API access requirements.

• Invoice fields shown in the verification view differ from the fields selected in Extraction service.

  This can occur if you are viewing Document type settings at the customer level, but changes have been made at the buyer level. When you change the Document type settings at buyer level, those settings are used when you verify an invoice from that specific buyer.

• Tungsten AP Essentials login fails.

  Make sure your web browser accepts cookies. Make sure you type your user name and password correctly. For your security, Tungsten AP Essentials locks your account after three failed attempts to log in, and the password must be reset by an administrator.

• An "unauthorized" error message is displayed when accessing the Services view.

  Make sure that the browsing history is enabled in your web browser and that your web browser accepts cookies. Also, make sure the Tungsten AP Essentials URL you are trying to access is not restricted by the Internet security settings on your computer.

• Date formats in the verification view do not match my browser.

  The date format is determined by the language settings and your web browser. If your browser language is not supported by Tungsten AP Essentials, English (en-US) is used.

• The Print button does not work.

  Make sure your web browser does allows pop-up windows from Tungsten AP Essentials.

• A user can perform account coding without the "Edit approval documents" privilege.

  In addition to the Edit approval documents privilege, users can also perform account coding if they are assigned to a step in a workflow configuration and Coding is selected.

• A user with limited privileges can still see all of the views in Office.

  Privileges that allow access to different views in Office can be assigned at the user level and the group level. The combination of privileges on both levels are granted to the user. Check the user-level and group-level privileges to avoid confusion.

• Changes made to workflows are not applied to existing documents.

  Changes made to workflows only apply to documents that enter the system after the change is applied. Therefore, we recommend completely processing all documents before making changes to a workflow.

• Documents remain in the Export in progress state when using XML locally as the target system.

  Make sure AP Essentials Connect is running and the AP Essentials Connect service is also running. Documents can stop responding in the Export in progressstate if AP Essentials Connect service is not running.

• Batches are split into multiple documents after uploading them in the Upload view.

  Batches are automatically split into multiple documents when you upload them using the Upload view. If you want to send one document per batch, send batches via email or use AP Essentials Connect to upload them. See also: Page separation.

• Documents remain in the Pending Registration state.

  If the Keep batch together setting is selected, all of the invoices in the batch are registered simultaneously and cannot move forward until all of the invoices are verified. In other words, even if only one invoice requires manual verification, the entire batch remains in the Pending Registration state until that one invoice is verified.

• Some input email addresses and suppliers have disappeared.

• Email addresses and suppliers that are associated with a specific buyer can be deleted if you delete the buyer. Therefore, it is not recommended to delete buyers if you are still using email addresses or suppliers that are associated with it.

  Note, however, that deleting an input email address does not affect invoices that are already in the system.  

  To delete a buyer that has associated invoices that are still being processed, we recommend that you do not delete the buyer until all of the existing invoices are processed completely. If you delete a buyer prior to processing the invoices, it can cause errors.

• System-wide notifications are not being sent.

  As a customer, you have to setup system-wide notifications yourself using Notification services.

• Some invoices are not imported to Tungsten AP Essentials.

  If a file is corrupt, it cannot be imported to Tungsten AP Essentials.  We recommend using email forwarding, so you receive an email if invoice is discarded by Tungsten AP Essentials.

• Empty fields are not allowed during validation.

  If Enforce validation is selected, you cannot complete the invoice verification until the field passes validation and the field status is Complete.

• My invoices appear to be locked.

  Invoices are locked by the users who open them, and they remain locked if they are not properly closed. For example, if you close the browser while working on an invoice, the invoice remains locked until you open it again or it is opened or unlocked by another user that is authorized to do so.

• Some batches take a long time to extract.

  The time it takes to extract invoices in a batch depends on the number of pages in the batch. If you send a large batch with hundreds of pages to Tungsten AP Essentials, it can take some time to extract it. Deleting and resending large batches does not speed up the process.

• None of the document rules are selected, but I still get errors during verification.

  Some internal validations are always performed during invoice interpretation, even if all of the validations are disabled. So it is possible to receive validation warnings during verification, even if there are no enabled validations.

• AP Essentials Connect will not synchronize.

  Tungsten AP Essentials Connect fails to synchronize if the windows service is not running or is currently busy. Restart the AP Essentials Connect Windows service manually to resolve this issue.

• Are documents sent to storage while storage indexing is in progress?

  Storage is indexed every 15 minutes, and this process does not stop documents from being archived. All documents sent to storage are saved and you can see them after the indexing process is complete.

• The Rules tab is not visible at the customer level.

  Rules must be enabled in the Validation service on the partner level in order for them to be available at the customer level. If no rules are enabled at the partner level, then the Rules tab is not displayed on the customer level.

• Master data import failed using AP Essentials Connect.

  Several problems can cause master-data import to fail; however, the most common problems are:

  •  Poor XML syntax.
  • Incorrect file encoding. For example the XML specifies UTF-8, but the file was saved using ANSI encoding.
  • The XML filenames do not correspond to the settings specified in Tungsten AP Essentials Connect.

• The Silverlight plug-in failed.

• Silverlight can fail for a number of reasons that have nothing to do with Tungsten AP Essentials. If Silverlight fails, simply restart your web browser. If the problem persists, try clearing the cookies from your web browser, and then restart the web browser.

• An invoice fails to register in the target system with the error, "No account found."

  Several problems can cause this error, depending on your target system. The most common cause of registration failure is that no matching account is found in the target system. Make sure the accounts you specify when coding an invoice have corresponding accounts in the target system.
• Accounts from the target system are not imported to Tungsten AP Essentials.

  Make sure accounts exist in the target system and make sure they are named. Tungsten AP Essentials cannot import accounts without names.

• Invoices are not posted in target system due to authentication errors.

  Authentication errors can occur if the target system is not responding or is temporarily down due to maintenance for example. Try to register the invoice again.

• New suppliers cannot be created during verification.

  You can only add new suppliers or change existing suppliers, if Let users update supplier data when verifying invoices is selected in the Master data service.
• Changes made to service settings on the partner level are not copied to the customer level.

  If you make changes to services at partner level, they are only copied to new customers that you create after making those changes. The service settings of existing customers are not effected by changes on the partner level.

• An invalid tax rate error is displayed when verifying invoices.

  Use the VAT rate setting to specify which tax rates are valid.

• Master data cannot be imported from the target system after changing a user name or password.

  Sometimes communication between Tungsten AP Essentials and the target system is two-way. Therefore, if you change a user name or password in Tungsten AP Essentials, and that user is also defined in the target system, you must update the login information in the target system, so the target system can access Tungsten AP Essentials.

• The Storage service is enabled, but invoices are not appearing in storage.

  Invoices are sent to storage after they are exported to target system. Make sure the invoice is not still in progress. Also, if the storage service was not enabled when the invoice was exported, it might not be sent to storage.

• If I delete an invoice during verification, can I get it back?

  No. If you delete an invoice during verification, it is deleted from Tungsten AP Essentials, and there is no way to retrieve it. You must upload the invoice again if you want to verify it.

• Some services are disabled at the customer level.

  At the customer level, you can only enable services that are enabled at partner level. If a service is disabled at the partner level, it is automatically disabled at the customer level. Make sure the service is enabled at the partner level before you enable it at the customer level.

• Who can reset user passwords?

  Administrators with the Manage user accounts privilege can reset passwords.

• Invoices sent via email are returned or bounced back.

  If the Email input service is disabled or the email address is deleted from Tungsten AP Essentials, invoices sent to that address are bounced back. Make sure that the Email input service is enabled and that you specified an email address in Tungsten AP Essentials.

• A supplier is missing.

  Normally suppliers are imported from a target system to Tungsten AP Essentials. If a supplier is deleted from the target system, it is also removed from Tungsten AP Essentials when the master data is synchronized.

• Many invoices are sent to Tungsten AP Essentials via email, but only a few are displayed in the document list view.

  All invoices that can be processed by Tungsten AP Essentials are imported; however, any unsupported attachments are ignored. If Storage services are enabled, you can see the original email as an attachment in the STORAGE > Documents view.

• Invoices that fail export are not visible in the document list view.

  You can find these documents in the In progress and All documents views.

• The supplier is removed when the buyer is changed during verification.

  If you have supplier master data at the buyer level, each buyer has its own supplier master data. Therefore, when you change the buyer on an invoice, the validation is performed again with supplier master data from the new buyer, which might not have the same suppliers as the previous buyer.

• If I change master data from the buyer level to the customer level, can I make use of the existing master data from the buyer?

  No, it is not possible to use existing master data when you change the setting from the buyer to the customer level. You must upload new master data for use at the customer level, which then can be shared by all buyers.

• Field values cannot be drawn after rotating the invoice image.

  Field values for the entire invoice are interpreted when the invoice is extracted (before verification). Therefore, if you rotate an invoice during verification, there is no data interpreted for the new rotation. Invoice data can only be interpreted automatically during extraction (before verification).

• When viewing multi-TIF images, only the first page is displayed using the Safari browser.

  If you view a multi-TIF image in storage, but only the first page is displayed, you must download the image and open the file on your computer in order to view all of the pages. This is a known issue with the Safari browser.