Troubleshooting¶
When something does not work as you expect, Structally has almost always told you why, or is answering a slightly different question from the one you asked. This chapter helps you find out which. Start with the method below; it settles most problems in a minute. Then use the table of symptoms, or go straight to a page of this chapter:
| Page | Use It When |
|---|---|
| Messages and What They Mean | Structally refused an action or showed a warning. |
| Access Problems | You cannot sign in, open a company, find an area or see a button. |
| Finding Unexpected Balances | A balance, total or report figure looks wrong. |
Work Through It in Order¶
1. Read the Message¶
When Structally refuses an action it says so in a banner at the top of the page, or in red under the field concerned, and nothing is saved or posted: no balance moves, so there is nothing to undo. A refusal banner stays until you close it with ×. Read it word for word: most messages name the record, account, line or date involved, and many say what to do (reverse them first, unmatch it first). Find it in Messages and What They Mean, or in the Common Mistakes and Troubleshooting table at the end of the workflow's own page.
2. Check the Record's Status¶
The status pill beside a record's number decides what you can do with it. The most common surprises:
| Status | What It Means for You |
|---|---|
| Draft | Saved with a number but not posted: no journal entry, so it is in no report or balance. Edit Draft changes it. |
| Open, with Unpaid, Partly Paid or Overdue | Posted. It cannot be edited; it can be voided only while no payment or credit is applied. |
| Paid, Retainage Held | Posted and settled (except retainage). Reverse or unapply the payments before a void. |
| Void, Reversed | Canceled by a reversal entry. The record stays for the audit trail. |
| Jobs: Draft, On Hold, Closed, Archived | A draft job takes no postings yet; on-hold and closed jobs need an Adjustment Reason on cost lines; archived jobs take nothing. |
Posted records are never edited or deleted: you void or reverse them and enter them again (see Reversing and Correcting Transactions). Draft bills, invoices and credits have no discard button; a draft never affects your books, so leave it or edit it into the document you need. See Statuses and Lifecycles.
3. Check Your Access¶
If a button you expect is missing, or a page says Write Access Required or This Area Is Locked for You, the cause is your role, not the record. Your role and email are shown at the bottom of the navigation. Some steps, such as approving a forecast or accepting a pay application, are reserved for Company Admins and Accountants whatever the access levels. See Access Problems.
4. Check the Date Against the Books Closed Date¶
Nothing dated on or before the Books Closed date can be posted, voided or reversed; the refusal reads Accounting date must be after the company closing date. Settings → Books Closed shows the date to anyone with Settings access; other users can ask a Company Admin. Date the transaction in the open period, or ask a Company Admin whether the period should be reopened. See Books Closed.
5. Check the List's Filters¶
Most lists open on a filter that hides finished or canceled records. A record that "disappeared" is usually just filtered out:
| List | Opens On | Choose This to See the Rest |
|---|---|---|
| Bills, Invoices, Vendor Credits, Credit Memos | Draft and Open | Paid, Void, Applied or All in Status |
| Payments, Receipts, Transfers, Deposits, Refunds | Posted | Reversed |
| Jobs | Active and On Hold | Draft, Closed, Archived or All |
| Commitments | Open (draft, approved and issued) | Closed or All |
| Change Orders | Open (draft and submitted) | Approved, Rejected, Withdrawn or All |
| Bank Transactions | The New lines | Click For Review for flagged lines too, or Matched, Categorized or Excluded |
| Journal Entries | This month to date | Change Start and End |
| Audit Log, Users & Access | The filters you chose last time | Choose All |
A search box also narrows a list until you clear it. The bills list, for example, searches only the bill number and the vendor's name, not the vendor's own invoice number.
6. Check the Report's Dates and Basis¶
Reports open on today or on this month to date, every report but one is on the accrual basis, and Home uses its own period (This Month, Last 30 Days or Last 90 Days). Run the report for the dates you mean before looking further. See Finding Unexpected Balances.
Common Symptoms¶
| Symptom | Where to Look |
|---|---|
| The Log In page refuses your email and password | You Cannot Sign In |
| A password link says it is invalid or has expired | Password Links |
| No company access., or a company is missing | No Companies Are Listed |
| An area is missing from the navigation, or This Area Is Locked for You | An Area Is Missing or Locked |
| A button is missing, or Write Access Required | Pages That Open Read-Only and Buttons Missing Because of the Role |
| You cannot approve, accept or post a job record | Approval Steps |
| Accounting date must be after the company closing date. | Dates and Closed Periods |
| A posted bill or invoice has a mistake | Reversing and Correcting Transactions |
| A void or reversal is refused because payments, credits or a bank match exist | Messages: Vendors & Bills, Customers & Invoices and Banking |
| A line is refused for its account, job, cost code or retainage | Lines, Accounts and Job Coding |
| A record you entered is not in its list | Check the List's Filters |
| A job is missing from the Job list on a bill or invoice | Closing and Reopening Jobs |
| This record was changed by someone else. | Saving Forms |
| This company is being updated. or being moved. | No Companies Are Listed |
| A report shows 0.00 or less than you expect | Check the Dates and the Basis |
| Net Profit on Home differs from the Profit and Loss | The Home Page Uses Its Own Period |
| A voided bill still shows an Open Balance | Voids and Reversals |
| Cash in the books differs from the bank | Receipts Waiting in Undeposited Funds and Books Versus Bank |
| A customer owes more than Unpaid Invoices shows | Retainage Is Held Apart |
| Revenue on the Profit and Loss differs from what was billed | WIP Adjustments Change Revenue |
| A job's budget figures look wrong for an earlier date | Job Figures |
| Accounts Payable or Receivable differs from the aging report | Tie-Out |
| A bank line will not match, or a reconciliation will not complete | Reviewing the Bank Feed and Reconciling an Account |
| An emailed invoice did not arrive | Following a Delivery |
Getting Help¶
- This guide opens from the ? button in the top bar, where your site offers it (see The Help Menu).
- Your Company Admins manage roles, access, the Books Closed date and company settings. The This Area Is Locked for You page names them.
- Structally suspends and reactivates companies, turns modules such as Jobs & Costing on, raises seat limits and can turn a sign-in back on. Your Company Admin contacts Structally.
When you report a problem, give the message word for word, the page you were on, the record's number, the dates you entered and what you clicked. A screenshot of the whole page helps.