Troubleshooting Guide
Overview
This comprehensive troubleshooting guide provides solutions to common issues encountered when using the Municipality Gateway system. Issues are organized by functional area with step-by-step resolution procedures.
General System Issues
Login and Authentication Problems
Issue: Cannot log into Business Central
Error Messages:
"Invalid username or password"
"Your account has been locked"
"Authentication failed"
Common Causes:
Incorrect username or password
Account lockout after multiple failed attempts
Network connectivity issues
Azure AD authentication problems
Solutions:
Verify Credentials: Confirm username and password are correct
Check Caps Lock: Ensure caps lock is off
Wait for Lockout: Wait 15 minutes if account is locked
Contact Administrator: Request password reset if needed
Clear Browser Cache: Remove stored authentication data
Try Different Browser: Test with alternative browser
Issue: "You do not have permission to access this page"
Solutions:
Check User Permissions: Verify user has appropriate roles assigned
Contact Administrator: Request access to Municipality Gateway modules
Refresh Session: Log out and log back in
Company Selection: Ensure correct company is selected
Performance Issues
Issue: System running slowly
Common Causes:
Large data volumes in queries
Complex filtering criteria
Network connectivity issues
Database performance problems
Solutions:
Reduce Query Scope: Limit date ranges and filter criteria
Use Pagination: Process large datasets in smaller chunks
Clear Browser Cache: Remove temporary files
Check Network: Verify internet connection stability
Contact IT Support: Report persistent performance issues
Issue: Timeouts when loading pages
Solutions:
Simplify Queries: Reduce complexity of data requests
Optimize Filters: Use more specific filtering criteria
Break Down Tasks: Process large operations in smaller steps
Schedule Large Reports: Run intensive reports during off-hours
Web Applications Issues
Application Creation Problems
Issue: Cannot create new web application
Error Messages:
"Application type is not available"
"Registration period is closed"
"Insufficient permissions"
Solutions:
Check Application Type Status:
Navigate to Web Application Types
Verify the type is active and not expired
Confirm registration dates are current
Verify User Permissions:
Ensure user has Web Application creation rights
Check role assignments in User Setup
Contact administrator for permission updates
Validate Date Settings:
Confirm system date is correct
Check registration period start/end dates
Verify time zone settings
Issue: Application validation errors
Error Messages:
"Invalid social security number"
"Age does not meet requirements"
"Post code not eligible"
Solutions:
Social Security Number Issues:
CODECorrect Format: 1234567890 (10 digits, no spaces or dashes) Invalid: 123-456-7890, 123 456 7890Age Eligibility Problems:
Verify birthdate is entered correctly
Check service age requirements in Application Type setup
Confirm registration date impacts on age calculation
Post Code Restrictions:
Verify address is entered correctly
Check Post Code Rules for geographic restrictions
Contact customer to confirm residency status
Application Processing Issues
Issue: Applications stuck in "Open" status
Common Causes:
Missing required information
Approval workflow errors
Capacity constraints
Payment processing delays
Solutions:
Review Application Completeness:
Check all required fields are completed
Verify guardian information for minors
Confirm all necessary documentation is attached
Check Approval Workflow:
Verify approver availability and permissions
Review approval criteria and rules
Escalate to supervisor if needed
Validate Capacity:
Check available spots for requested services
Review capacity limits in Line Type setup
Consider alternative services or time slots
Discount Calculation Issues
Issue: Discounts not applying correctly
Error Symptoms:
Expected discount not showing
Wrong discount percentage applied
Family discounts not calculating
Diagnostic Steps:
Verify Discount Rule Configuration:
Navigate to Discount Rules setup
Check rule effective dates
Confirm eligibility criteria
Validate Participant Data:
Verify age calculation is correct
Check address/post code accuracy
Confirm family relationships
Review Calculation Log:
Check discount calculation details
Identify which rules were applied
Look for rule conflicts or exclusions
Solutions:
Rule Configuration Fixes:
Update discount rule date ranges
Correct eligibility criteria
Resolve rule conflicts
Data Quality Improvements:
Update participant information
Verify National Registry integration
Correct family relationship data
Payment Processing Issues
Credit Card Payment Problems
Issue: Credit card payments failing
Error Messages:
"Payment declined"
"Invalid card information"
"Transaction timeout"
Common Causes:
Insufficient funds
Expired card information
Incorrect card details
Payment gateway issues
Solutions:
Verify Card Information:
Check card number accuracy
Confirm expiration date is current
Verify CVV code
Ensure billing address matches card
Payment Gateway Troubleshooting:
Check gateway service status
Verify merchant account status
Test with different card types
Contact payment processor if needed
Customer Communication:
Suggest customer contact their bank
Offer alternative payment methods
Provide payment assistance
Issue: Successful payments not reflected in system
Solutions:
Check Payment Reconciliation:
Run payment reconciliation process
Verify general ledger posting
Check for pending transactions
Review Integration Status:
Validate payment gateway integration
Check API connection status
Review transaction logs
Invoice Generation Problems
Issue: Invoices not generating automatically
Common Causes:
Application not approved
Missing G/L account setup
Posting permission issues
Date range restrictions
Solutions:
Application Status Check:
Verify application is approved
Check approval workflow completion
Confirm all required approvals obtained
Financial Setup Verification:
Check G/L account configuration
Verify posting group setup
Confirm VAT setup is correct
User Permissions:
Verify posting permissions for user
Check role assignments
Ensure posting date is in open period
Bank Transfer Issues
Issue: Direct debit failures
Error Messages:
"Invalid bank account number"
"Authorization not found"
"Bank file format error"
Solutions:
Account Verification:
Confirm bank account number format
Verify routing/sort code accuracy
Check account ownership details
Authorization Management:
Verify signed authorization on file
Check authorization expiration dates
Update customer consent if needed
File Format Validation:
Review bank file format requirements
Check data field mappings
Validate file generation process
Integration Issues
National Registry Integration
Issue: Person lookup failures
Error Messages:
"Person not found in registry"
"Registry service unavailable"
"Invalid social security number format"
Solutions:
Data Format Validation:
Ensure social security number is 10 digits
Remove spaces, dashes, or special characters
Verify number follows Icelandic format
Service Connectivity:
Check internet connection
Verify registry service status
Test with different social security numbers
Credentials and Permissions:
Verify integration credentials are current
Check service permissions
Contact system administrator if needed
Issue: Address information not updating
Solutions:
Refresh Registry Data:
Run manual registry update
Check last update timestamp
Verify integration schedule
Data Mapping:
Check field mapping configuration
Verify address format compatibility
Review data transformation rules
External System Integration
Issue: Batch import failures
Error Messages:
"File format not recognized"
"Data validation errors"
"Mapping configuration missing"
Solutions:
File Format Validation:
Check file format matches expected structure
Verify column headers and data types
Validate file encoding (UTF-8 recommended)
Data Quality Check:
Review data for completeness
Check for invalid characters
Verify date formats
Mapping Configuration:
Review field mapping setup
Check code mapping tables
Validate transformation rules
Reporting Issues
Report Generation Problems
Issue: Reports not generating or showing no data
Common Causes:
Date range restrictions
Permission limitations
Filter criteria too restrictive
Database connectivity issues
Solutions:
Review Filter Criteria:
Expand date ranges
Remove restrictive filters
Check for typos in filter values
Check User Permissions:
Verify report access permissions
Check data visibility restrictions
Contact administrator for access rights
Validate Data Availability:
Confirm data exists for selected period
Check data processing status
Verify source system connectivity
Issue: Report performance problems
Solutions:
Optimize Report Parameters:
Limit date ranges to necessary periods
Use more specific filter criteria
Reduce data volume where possible
Schedule Large Reports:
Run intensive reports during off-hours
Use batch processing for large datasets
Consider breaking reports into smaller sections
Dashboard and Analytics Issues
Issue: Dashboard not loading or showing incorrect data
Solutions:
Refresh Data:
Clear browser cache
Refresh dashboard manually
Check data refresh schedule
Check Data Sources:
Verify underlying data availability
Check data processing job status
Validate data transformation logic
API and Integration Issues
API Authentication Problems
Issue: API calls returning authentication errors
Error Codes:
401 Unauthorized
403 Forbidden
Token expired errors
Solutions:
Verify Credentials:
Check client ID and secret
Confirm tenant ID accuracy
Validate environment name
Token Management:
Request new access token
Check token expiration time
Implement automatic token refresh
Permissions Check:
Verify API permissions in Azure AD
Check Business Central user permissions
Confirm service principal setup
Issue: API calls timing out or failing
Solutions:
Network Connectivity:
Check internet connection
Verify firewall settings
Test connectivity to API endpoints
Request Optimization:
Reduce query complexity
Implement pagination
Use field selection ($select)
Rate Limiting:
Check API rate limits
Implement request throttling
Monitor API usage patterns
Database and Performance Issues
Data Corruption or Inconsistency
Issue: Data appears corrupted or inconsistent
Symptoms:
Missing records
Duplicate entries
Incorrect calculations
Relationship integrity problems
Solutions:
Run Data Consistency Checks:
Execute built-in consistency checks
Review data validation reports
Check referential integrity
Identify Source of Corruption:
Review recent system changes
Check integration processes
Analyze user activity logs
Data Recovery:
Restore from backup if needed
Manually correct specific records
Re-run data processing jobs
System Configuration Issues
Issue: Features not working as expected
Common Causes:
Incorrect setup configuration
Missing or incomplete setup
Version compatibility issues
Customization conflicts
Solutions:
Review Setup Configuration:
Check all required setup tables
Verify configuration completeness
Compare with working environments
Validate Permissions:
Check object permissions
Verify setup table access rights
Review role assignments
Test in Isolation:
Create test scenarios
Isolate problem areas
Compare with baseline functionality
Emergency Procedures
System Outage Response
If the system becomes unavailable:
Immediate Actions:
Document the issue and time
Notify system administrator
Inform affected users
Implement manual procedures if available
Communication:
Update stakeholders on status
Provide estimated resolution time
Document workaround procedures
Recovery Process:
Work with IT support for resolution
Test system functionality before reopening
Document lessons learned
Data Loss Recovery
If data appears to be lost:
Stop All Processing:
Halt data entry activities
Stop automated processes
Document the extent of data loss
Contact Support Immediately:
Notify system administrator
Contact Microsoft Support if needed
Escalate to management
Recovery Planning:
Assess backup availability
Plan data reconstruction if needed
Implement preventive measures
Getting Additional Help
Internal Support Resources
System Administrator
Contact For: Permission issues, setup problems, integration failures
Response Time: Same business day
Escalation: Department manager
IT Support
Contact For: Network issues, hardware problems, system outages
Response Time: Within 2 hours for critical issues
After Hours: Emergency contact available
External Support Resources
Microsoft Support
Contact For: Business Central product issues
Requirements: Valid support contract
Documentation: Detailed error logs and reproduction steps
Wise Support
Contact For: Municipality Gateway specific issues
Contact Method: Through partner channel
Documentation: Complete system information and error details
Documentation and Training
Online Resources
Wise Documentation: https://docs.wise.is/sve/
Microsoft Docs: Business Central documentation
Community Forums: User community discussions
Training Resources
User Training: Scheduled training sessions
Administrator Training: Advanced configuration training
Custom Training: Specific organizational needs
Best Practices for Problem Prevention
Regular Maintenance
System Health Checks:
Monitor system performance regularly
Review error logs weekly
Check integration status daily
Data Quality Management:
Validate data entry procedures
Review data consistency reports
Maintain data cleansing routines
User Training:
Provide regular training updates
Document common procedures
Share best practice guidelines
Proactive Monitoring
Performance Monitoring:
Track system response times
Monitor database growth
Review capacity utilization
Security Monitoring:
Review access logs regularly
Monitor failed login attempts
Keep security software updated
Integration Monitoring:
Check external system connectivity
Monitor data exchange processes
Validate integration data quality
This troubleshooting guide is regularly updated. For the latest information and additional resources, visit the Municipality Gateway documentation portal.