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Troubleshooting

Common Issues

Error Message "Customer can't be found" Even Though the Customer Exists in the ERP System

Description

Order status is set to "Error" and "Error message" says that the erpid can't be found in the ERP system.

Solution

If Syncify's test environment was used in the Implementation Phase, check that Syncify has disconnected this after deploying.

The Order "Gets Stuck" in Order Status 'inprocess'

Description

The user has manually checked that the order looks ok and changed the orderstatus to 'readytosend', it looks like the order has been fetched but the order is stuck on 'inprocess'.

Solution

Does the customer have an integration towards Fortnox? For some fields there is a limit of 50 characters. Check in Technical if any of the fields exceeds that limit.