Troubleshooting

Fixes for common issues

Common issues grouped by area, with the most likely cause and what to check first.

Jump to Access & permissions Contracts & approval SLA / RAG Signatures & NDAs Suppliers & documents Connectors & cost Reports & dashboard

Access & permissions

Issue	What to check
A module is missing from my menu	Your role may not have Visibility for it. Check Roles & Permissions or ask an Admin.
I can’t create or edit a record	Your role lacks Add/Update on that module’s tab. Admins (and Super Users for some modules) have create/edit rights.
A supplier or customer can’t log in	Ensure Supplier Login / Customer Login is enabled on the record and the portal account has been created.

Contracts & approval

Issue	What to check
Contract is stuck in Draft	Assign an SLA (or enable Use Master Contract SLA) and set a governance approver. Sell-side contracts also need the linked invoice profile at Profile Completed.
RAG shows Grey (Incomplete)	The contract has no SLAs and is not using the master SLA. Attach an SLA, or enable Use Master Contract SLA.
Contract didn’t go live after signing	Status is derived from dates: it may be Executory (start date in the future) or Expired (end date passed), not Active.
I can’t edit a live contract	Once live, only an Admin can edit it. A Super User can edit only while it is Approval Pending or Rejected.
A Super User’s new contract isn’t active	It is Approval Pending for the department’s Admin to approve.
I need to change the value or duration of a live contract	Raise a Contract Change Request; the change applies after approval.

SLA / RAG / performance

Issue	What to check
RAG isn’t updating	RAG is computed on a schedule. Confirm the SLA is assigned and active, and that the connector feeding its KPI has data.
SLA passes/fails unexpectedly	Re-check the KPI comparison and target percentage — a comparison passes when KPI 1 ≤ target% of KPI 2.
A sub-contract didn’t reflect the master’s breach	Only active sub-contracts are cascaded. Confirm it is Active and linked to the master.

Signatures & NDAs

Issue	What to check
Signature email not received	Verify the recipient email addresses on the record and that the e-signature provider is configured under Organisation → Settings.
Contract stays in Draft until signed	All parties must sign. Check Document Signature to see who is still pending.
Invoice profile shows Internal / External waiting	It is awaiting the Organisation signer (Internal) or the profile recipient (External) respectively — this is normal mid-flow.
Invoice profile shows Error	NDA generation or sending failed; the status shows the error message. Check the NDA template and retry.
NDA placeholder tags weren’t replaced	Ensure the Word template uses the exact placeholder tags. Templates are configured under Organisation → Templates.

Suppliers & documents

Issue	What to check
New supplier isn’t active	Super-User-created suppliers are Pending until a department Admin approves them.
A document keeps showing as expiring	It is within 30 days of its expiry date. Upload a renewal — it returns to Pending for review.
A document was Rejected	Re-upload a corrected document; it goes back to Pending for the Admin to accept.

Connectors, cost & billing

Issue	What to check
No data in Cost Tracker	Check the Data Connector sync and the billing configuration in Cost Center.
Sage sync isn’t working	Verify the connector configuration and that it is selected as the default supplier/transaction connector in Organisation → Settings.
Costs look wrong	Review the Cost Center commodities, locations and users, and the billing configuration on the customer.

Reports & dashboard

Issue	What to check
Dashboard total doesn’t match the sum of contracts	Master/child Include settings and status filtering both affect totals — see the master/child note on the Dashboard.
A report returns no rows	Check the filters and selection criteria, and that you have access to the contracts in scope.
Row 2 dashboard widgets are empty	Those widgets apply only to Contract Builder (template-based) contracts.