Common Errors and Solutions

Common Errors and Solutions

This page provides solutions to the most frequently encountered errors in the Wise Municipal Manager Base system. The errors are organized by functional area for quick reference.

Permission and Access Errors

Error: "You do not have permission to access this page"

Cause: User lacks necessary permissions for Municipal Manager functions

Solution:

1. Verify user has WISELCS BASIC permission set assigned

2. Check if user has appropriate Municipal Manager permissions

3. Contact system administrator to assign required permission sets

4. Ensure user is not marked as inactive

Error: "Municipality Setup not configured"

Cause: Initial system setup has not been completed

Solution:

1. Navigate to Administration > Municipality Setup

2. Complete all required configuration fields

3. Set up departments and default values

4. Verify connection settings for external systems

Business Account Errors

Error: "Business Account Code already exists"

Cause: Attempting to create a business account with duplicate code

Solution:

1. Use the lookup to verify existing codes

2. Create a unique code using naming conventions

3. Consider using suffixes (-01, -02) for related accounts

4. Check if the account was previously deleted and needs to be reactivated

Error: "Cannot delete Business Account - records exist"

Cause: Business account has associated customer or vendor links

Solution:

1. Navigate to Customer Business Accounts and remove all links

2. Check Vendor Business Accounts for remaining links

3. Verify no posted transactions reference the business account

4. Archive the account instead of deleting if history must be preserved

Error: "Posting Group does not exist for Business Account"

Cause: Business account references invalid or deleted posting group

Solution:

1. Go to General Ledger Setup > Posting Groups

2. Create the required posting group or select existing one

3. Update business account with correct posting group

4. Verify GL accounts are properly configured for the posting group

Job Request System Errors

Error: "Requester not found in system"

Cause: Job request references non-existent requester

Solution:

1. Navigate to Job Request Users and create new user

2. Use email address from request to auto-create user record

3. Link user to appropriate default job and department

4. Verify user contact information is complete

Error: "Cannot assign job request to this department"

Cause: Department does not exist or is not configured for job requests

Solution:

1. Check Department Setup for the referenced department

2. Ensure department is marked as Active

3. Verify department has Work Department flag enabled

4. Create department if it doesn't exist

Error: "Job Task does not allow time tracking"

Cause: Selected job task is not configured for time recording

Solution:

1. Open the Job Card and navigate to Job Tasks

2. Find the relevant job task

3. Enable Time Tracking on the job task

4. Verify job task type allows resource consumption

Periodic Invoicing (RBR) Errors

Error: "HMS connection failed"

Cause: Cannot connect to external Housing Management System

Solution:

1. Verify HMS system is online and accessible

2. Check connection credentials in Municipality Setup

3. Test network connectivity between systems

4. Contact HMS system administrator if issues persist

5. Use manual data entry as temporary workaround

Error: "No customers found for Business Account"

Cause: Business account has no linked customers for billing

Solution:

1. Review Customer Business Account links

2. Ensure customers are active and not blocked

3. Check if business account is marked as Active

4. Verify customer assignment rules in periodic invoice setup

Error: "Invoice lines have zero amounts"

Cause: Service items lack pricing or quantities are zero

Solution:

1. Check Item Card for service items used

2. Verify Sales Prices are configured for the period

3. Review HMS import data for quantity information

4. Confirm calculation rules are correctly applied

Salary Statement Errors

Error: "RSK connection failed"

Cause: Cannot communicate with Icelandic Tax Authority system

Solution:

1. Verify RSK credentials in Municipality Setup

2. Check if RSK system is operational

3. Confirm certificates are valid and not expired

4. Test connection using RSK test environment first

5. Contact RSK support if connection issues persist

Error: "National Registry lookup failed"

Cause: Cannot retrieve person/company information from National Registry

Solution:

1. Verify National Registry connection settings

2. Check if the ID number format is correct

3. Ensure person/company exists in National Registry

4. Try manual entry if automatic lookup fails

Data Import Errors

Error: "Excel file format not recognized"

Cause: Import file does not match expected format

Solution:

1. Use the template provided in the system

2. Ensure all required columns are present

3. Check data types match expected formats

4. Verify file is saved as .xlsx format

5. Remove any empty rows or columns at the end

Error: "Duplicate entries found in import"

Cause: Import file contains duplicate records

Solution:

1. Run duplicate detection report before import

2. Remove duplicate entries from Excel file

3. Use system's merge duplicate function if appropriate

4. Consider using update mode instead of insert mode

Financial Reporting Errors

Error: "Dimension values do not match"

Cause: Posting involves incompatible dimension combinations

Solution:

1. Review Dimension Value Combinations setup

2. Check Default Dimensions for accounts

3. Verify dimension requirements in Account Dimension Relations

4. Update dimension combinations or posting setup

Error: "Trial Balance does not balance"

Cause: Posting errors or data integrity issues

Solution:

1. Run G/L Register to identify posting errors

2. Check for suspended transactions

3. Verify all journal batches are properly posted

4. Run data integrity checks and correction routines

5. Contact support if imbalance persists

System Performance Issues

Issue: "System running slowly"

Cause: Database performance or system resource issues

Solution:

1. Clear old archived periods to reduce data volume

2. Run database maintenance routines

3. Check system resources (memory, disk space)

4. Optimize frequently used filters and views

5. Consider archiving old transactional data

Issue: "Report generation timeout"

Cause: Report queries taking too long to execute

Solution:

1. Use date filters to limit report scope

2. Reduce the number of selected dimensions

3. Run reports during off-peak hours

4. Split large reports into smaller sections

5. Consider using batch processing for large reports

API and Integration Errors

Error: "API authentication failed"

Cause: Invalid credentials or expired tokens

Solution:

1. Verify OAuth credentials are correct

2. Check if API access is enabled for the user

3. Renew authentication tokens if expired

4. Ensure API permissions are properly configured

Error: "Web Portal customer cannot login"

Cause: Customer web access not properly configured

Solution:

1. Verify customer is linked to visible business account

2. Check Web Portal user settings

3. Ensure customer has valid email address

4. Test password reset functionality

5. Verify web portal is properly configured and running

General Troubleshooting Steps

When Encountering Unknown Errors:

1. Note the exact error message and context when it occurred

2. Check recent system changes that might have caused the issue

3. Try reproducing the error to understand the pattern

4. Review system logs for additional information

5. Contact Wise support with detailed error information

Preventive Measures:

• Regular system backups before major changes

• User training on proper system usage

• Regular data validation routines

• Monitoring system performance metrics

• Keeping system updated with latest patches

This troubleshooting guide covers the most common issues encountered in daily Municipal Manager operations. For issues not covered here, contact Wise support with detailed error information and steps to reproduce the problem.