The program writes all its messages into the log — look at it first of all, it states both the file and the reason. Below is what comes up most often.
The key is not specified
The key field in the settings is empty. Download the program archive from the admin panel again — the key and the server address are already written into it, or enter the key by hand on the «Settings» tab.
Error 401 or 403
The key is wrong or no longer valid. Check it against the value in the admin panel.
Error 404
The server address was not found. Most often the ending is missing in the address field — it must end with /api/program.
Error 500
A failure on the server side. Wait and repeat; if it repeats — contact support and attach the time and the text from the log.
The server returned the wrong data
In the log there is a message about an unparsed response. Usually this means that an error page arrived instead of the data: the server is unavailable or something stands in the middle (a proxy, traffic filtering). Check whether the server address opens in a browser from this computer.
Orders that are not in the database
A message about skipped orders during copying means: the working folder holds files of orders that this program did not download. Sort them out with the «Cleanup» button — see How many orders to keep and how to clean the disk.
Path not found
The message will state which folder exactly is missing. Usually this is a typo in a route or a disconnected network drive. Check the route settings and the availability of the folder in Explorer.
The network folder is unavailable
Check whether the server is visible on the network and whether the drive is connected. The downloading and the conversion do not stop because of it — the files will go to the machine as soon as the folder appears.
No access to the file
The file is busy in another program (Explorer, a viewer, machine software) or there are not enough rights. Close the application that is holding the file; if necessary, run the program as an administrator and check the rights to the folder.
Not enough space on the disk
Free up space and repeat the cycle. While you are at it, look at whether it is time to reduce the depth of the order selection or to run the cleanup.
The label did not turn into a PDF
The message states the file that could not be read. Most often it is of zero size or damaged. Delete the order locally (right mouse button on the order line) — it will be downloaded again.
The conversion did not fit into the allotted time
For very large files this is expected. If all the files behave like that — the problem is in the computer itself: not enough memory or a loaded processor. Try reducing the number of simultaneous workers.
The machine does not see the file
Check in the «Folder comparison» window whether the file reached the destination. If it did and the machine still does not take it — the matter is in the format or the post-processor, not in the loader program.
Errors of the exchange with the accounting system
If the message came from BAS / 1C, you have to look elsewhere. The add-in does not go out to the internet itself — it talks to this program, so the first thing worth checking is that the program is running and there is a connection to the server.
- «in the program queue (no connection to the server)» — this is not an error: the record is waiting to be sent and will go by itself. The details — The program queue and typical messages.
- The full texts of exchange errors — The protocol and the «Result» field.
- The add-in does not connect — check the address, the port and the token: Connection: address, port, token.
If nothing helped
Collect the logs from the program folder — the main log and the file with critical errors — and attach them to the support request together with the order number and the time of the incident. What is kept where is described in the article The log and the «Issues» tab.