Troubleshooting
Solutions to common problems.
By Jes and 3 others4 authors61 articles
- Computer can't connect to the remote computer' (Access Hosted Clients)This article covers an issue where an application cannot be launched from a shortcut due to a remote connection error, and explains how to contact Support for further assistance.
- Error: 'Communication Link Failure'The below error message flags up intermittently and requires me to turn off our Data Capture terminal to remove it. Communication Link Failure
- Error - 'Login Attempt Failed' When Trying To Connect to RDP session (Access Hosted Clients)I am trying to log into the RemoteApp (RDP) for FactoryMaster but receive the following error message: Login Attempt Failed
- Application frozen and unresponsive (Access Hosted Clients)I cannot use the application on the remote connection and it is frozen.
- Database backup failedI can see a red warning at the bottom of the main menu saying the backup has failed and I can't see why.
- Error - 'A required Database Driver version was not detected'After upgrading my Play system to the 20 series, I am receiving the following error message: A required Database Driver version was not detected and I am unable to open…
- Error - 'cannot find licence file V20' during upgrade'Cannot find Licence fileC:\FactoryMaster\FMASTXX\Customer\Licence20.dat Cannot find Licence file - V20 Please install a valid licence file
- Forgotten password for cloud (Access Hosted Clients)I cannot log in to my hosted area as I have forgotten my password I can't log in to factory master as my password is coming up as incorrect
- User cannot login because already logged in to applicationUser can't log in because it states user is already logged in. Is there any way to log the user out?
- System says user logged in when they are not - Locked user issueFactoryMaster says I am still logged in, even though I am not. There is a locked user in the system. FactoryMaster says we have exceeded our user limit. I know…
- System running slow and affecting every userFactoryMaster is running very slowly and all users seem to be affected
- Serial number discrepancy in stock countWe have noticed that 16 of our serial numbers have been used for a part when they haven't. We now can not allocate these serial numbers to our works order,…
- Stocked part showing an allocation with details of 'N/A'I have removed my part from a delivery plan however it still displays as allocated with a Location or Customer Name of '<NA>'. We had a movement note with a…
- How to Recalculate a Purchase OrderMy Purchase Order 'Order Value' is a total of £0.01 which is incorrect. How can we correct the value? The quantity received is different to the receipts and stock quantity
- Stock DiscrepancyLooking on the Stock Maintenance screen, there is a discrepancy between what the transactions show and the quantity available
- FactoryMaster: Touchscreen is not working on a touchscreen laptopWe have touchscreen laptops, but FactoryMaster is not recognizing when we are pressing the screen, the mouse still works OK.
- Unexpected Error occurs when exporting a report to a CSV fileThis article covers an issue when exporting a report to a CSV file, and an unexpected error occurs
- FactoryMaster: Error: Login Failed For User 'NULL'When trying to login to FactoryMaster I am receiving the following error: Login Failed For User '<NULL>'
- FactoryMaster: Stock Location FormatHow can locations be further defined in the system? I would like a more specific location format
- FactoryMaster: Not Found appearing next to Net Price for 1.0 within Purchase PricesWe have unticked Use the smallest quantity break for smaller quantities and now we see Not Found in the Net Price column, why is this?
- FactoryMaster: How to change the stock issued to a works orderThe wrong batch of stock has been issued to a works order, how do I issue the correct batch?
- FactoryMaster: Crystal Reports are printing hundreds of pages after upgrading to 20.17I have upgraded our Live system to 20.17. Since doing so, our Invoice Crystal Reports are printing hundreds of repeated pages.
- FactoryMaster: Error - 'Your computer can't connect to the remote computer because an error occurred'Your computer can't connect to the remote computer because an error occurred on the remote computer that you want to connect to. Contact your network administrator for assistance.
- FactoryMaster: Error - 'cannot delete backup directory'Cannot delete backup directory: E:\FactoryMaster\FMAST10\zRollback please delete the E:\FactoryMaster\FMAST10\zRollback folder and re-run the upgrade
- Users cannot confirm picklistsUsers are only able to print picklist and cannot confirm.
- Duplicated stock transactions doubling up stock quantityI have a part number that has had a works order booked in twice on the stock transaction screen, this has caused me to have extra stock
- MRP Lead time does not appear to be correctMy MRP does not seem to be taking into account MA lead time.
- Double goods in entries when receipting same part for same orderDouble batches created when booking orders. When booking in stock into the system, it has created 2 entries of stock for 1 order in the batch window.
- Raising customer after-sales logsI need to raise a reject, how do I do this? How can I raise a credit note for a delivery that has already been invoiced?
- Error: Minus quantity appearing against the Part within the Stock Movement screenWhen comparing stock quantities within the Stock Movements screen to the Stock Maintenance screen we are seeing two different quantities. The Stock Movement screen shows a minus figure and the…
- Duplicate lines from items awaiting purchase invoice when using subcontract suppliersThe items have not been matched incorrectly in the first instance. The FM system appears to be duplicating the booking in procedure without adding the date. It is not due…
- Splitting a Works Order does not split Purchase Order Subcontract CostsI have recently noticed that when splitting a Works Order, the original is holding the entirety of the Purchase Order Sub Contract cost. Environment FactoryMaster version 20.05 and below
- How to default to the preferred route when raising the Works Orders suggested by the MRP?We have multiple routes for jobs and when we run the MRP it always asks us to select the route, how can we default this to the preferred one?
- Part description displays Works Order information within Purchase Invoice MatchingWhen trying to match Purchase Invoices some Part Numbers display Works Order and operation information, why is this?
- Booked in goods against a wrong advice numberI have booked in goods against a wrong advice number in error, can this be changed in SQL
- FactoryMaster: Error - 'remote desktop cannot connect to the remote computer' (Access Hosted Clients)I can’t log into the remote session. RDP shows this message: “Remote Desktop can’t connect. Possible causes: My account isn’t authorised on the RD Gateway. My device isn’t authorised. The…
- FactoryMaster: How to cancel a holiday bookingWe have booked holiday for an employee on the wrong date, how can we cancel this?
- FactoryMaster: Forecast stock cover reportThe system does not flag or warn that shipping out this much quantity will not be fulfilled by predicted date. Is there a report that provides this information? I need…
- FactoryMaster: Can I default one customer to proforma required?Can I set a customer so that they default to proforma basis?
- FactoryMaster: Supplier approval tags not creating correct values on resulting documentWhen creating a supplier approval document, the tags for the 'Date Raised' & 'Raised By' are populating the resulting document with the date the supplier was created and who created…
- Cannot see control flag workingThis article can provide you with the advice and steps you need if you find that the control flag in the control file is set to Yes, but you have…
- Currency symbol showing as question markThis article describes what you can do to resolve this, if the currency symbol is showing as a question mark
- Document filepaths are not detected in hosted environment (Access Hosted Clients)For if you need help with fixing document file paths that are not detected.
- 'Crystal reports has not installed correctly' error when printing a report.Getting a Crystal reports has not installed correctly error when printing a report.
- Scanner software will not upgradeAfter Factory Master upgrade the scanner software does not upgrade. Full error message displayed on the scanner screen: Installation error
- Error - 'Crystal Report error has occurred failed to retrieve data from the database details database vendor code 4413'failed to retrieve data from the database. details: [database vendor code 4413] failed to retrieve data from the database. details: [database vendor code 207] failed to retrieve data from the…
- Enable and use the 'Issue Part To Itself' moduleHow do I enable and use the 'Issue part to itself' option? I cannot add a component to itself
- Part numbers are appearing in the Sales Order Call Off window when no Sales Order is selectedWe have part numbers appearing in the sales order call off window when first opening the Sales Order Maintenance window. They are appearing before we search in the Quickbar, how…
- Error - 'Cannot update - Cached files are in use...'We have installed Factory Master onto a new laptop. After the initializing phase, we cannot log in because the following message is displayed 'Cannot update - Cached files are in…
- Error - 'serial number already exists'When using Goods received from Stocked Parts Menu to add serial numbers to a part, the following message displays: serial number already exists
- Error: 'Divide by zero' when viewing a Route detailThe system throws a divide by zero error when I view a Route detail. Why is this?
- Cancelled purchase order receipt still showing as to be invoicedI have cancelled the receipt of a purchase order, but the receipt is still showing on both the items awaiting invoice report, on the 'Show receipts' screen for the purchase…
- Error - 'There is insufficient stock available to kit to this works order'We have recently moved our stock locations and workshops, we are now receiving this error when trying to Kit a works order, we have stock available in the kitting location.
- Cannot create after sales category codesI am unable to create the After-Sales Category code. There used to be a control flag called AFTER_SALES_CATEGORIES the allows user defined after-sales categories
- Divide by zero error when updating Job CostingWhen my job costing updates we receive a divide by zero error intermittently
- Error: 'Execution Timeout Expired. the timeout period elapsed' (Handheld Scanners)When logging into the handheld scanners I am receiving the following error message: 'Execution Timeout Expired. the timeout period elapsed'
- Unable to 'Other Issue' stock out of the systemWhen trying to 'Other Issue' stock out of the system the screen flashes and returns back to the Stock Batch screen with the quantity still in stock.
- Blank line in Delivery Note MaintenanceWe have a blank line at the top of the Delivery Note Maintenance screen.
- Employee Skills MaintenanceWe would like to know more information regarding Employee Skills Maintenance and how to set it up. Can you help?
- Deleting sales orders in bulkIs it possible to delete sales orders, invoices and delivery notes in bulk?
- Customer account statusesWhat options do I have regarding customer account status? How do I put a customer on hold to stop deliveries being sent?