Troubleshooting

This page sends you to the real message and the real fix: documents that will not finalise or post, serial, batch or bin quantities that do not match the line, records you cannot find, numbers that look wrong, and reports that disagree. If you are stuck on a posting problem, start with the two diagnostic screens.

Start here: which kind of problem is it?

• “It will not save or finalise” — there is a message. Read it; it names the thing. Jump to Documents that will not finalise.
• “It saved but nothing happened” — almost always a draft, a document type that does not post, or a posting that failed after FINAL. Jump to Nothing happened.
• “Something about a sale is wrong” — The invoice is FINAL but not in the ledger; The order still shows a quantity outstanding; The aging still shows a paid invoice; Knocked off, balance unchanged; Credit note not in the aging; I cannot edit a finalised invoice; The invoice printed the wrong bank account; The margin and the P&L don’t agree; Online order missing.
• “Claims or payroll look wrong” — Approved claims never reach finance; Wages do not match the payroll; A salary-paid claim missed the payslip.
• “Something about a purchase is wrong” — The order still shows a quantity outstanding; Purchasing core concepts; Purchasing related applets.
• “Something I made is wrong” — A manufactured item shows RM 0 cost.
• “I cannot find it” — almost always a default filter. Jump to Things you cannot find.
• “The number is wrong” — jump to Numbers that look wrong, and then to When two numbers don’t tally, symptom by symptom.
• “The button is not there” — jump to Missing buttons, menus and applets.
• “A chat came in and nobody got it” — A chat came in and nobody got the task.
• “A member’s points or voucher look wrong” — Membership points and vouchers.
• “My e-invoice is wrong” — stuck or never sent: E-invoice statuses; rejected: E-invoice validation; otherwise the module’s symptom table.

Documents that will not finalise

A customer blocked for credit, and a date in a closed period, are on Stuck documents and missing records; the commonest line-level refusal is here.

Serial, batch or bin quantities do not match the line

What you see: the finalise is refused and the offending line is marked, naming the item.

Fix: complete that line’s Serial Number, Batches or Bin sub-tab so the allocation equals the line quantity. If a delivery arrived short, change the line quantity — do not pad the allocation.

Nothing happened

A document that is FINAL with no journal behind it has its own page: The invoice is FINAL but it is not in the ledger. Finalised, and nothing happened takes the rest: a document type that does not post, MISSING_CASHBOOK on a receipt, payment or transfer, a draft that reaches no other screen, and a price rule that does nothing.

Numbers that look wrong

When two figures that should agree don’t, each page below opens with a check:

• When two numbers don’t tally — the way in, by symptom
• The aging still shows an invoice that’s already paid
• Everything is matched to zero and the reconciliation still won’t tally
• The Trial Balance doesn’t agree with the ledger
• The order still shows a quantity outstanding after I invoiced it all
• The margin report and the profit and loss don’t agree
• This month’s cost of sales looks wrong
• I knocked it off and the outstanding balance hasn’t changed
• The credit note is not in the aging report
• The Discrepancies Report says a document has no e-invoice — what missing means there
• Which figures BigLedger stores, and which it works out fresh — behind the rest

Two reports disagree

They usually read different document sets. The purchase report, for instance, reads only finalised purchase invoices and returns — no orders, no GRNs, no drafts. Check what each reads on its applet page before assuming one is wrong.

A Trial Balance that comes back empty, and an available quantity lower than the balance, are on Stock and report figures.

Stock, finalised documents, printed paper and loyalty points

• The stock quantity shows zero and there is stock on the shelf — every stock figure is per location, and item search can hide an item with none here
• I cannot edit a finalised invoice — what Final freezes, and how to correct a posted document
• The invoice printed the wrong bank account — the bank details are template text chosen by branch, not by the document’s company
• Membership points and vouchers: symptom, cause, fix — points, expiries, vouchers and referral lineages

Three module pages answer these too: the same serial sold twice, or a serial showing quantity 2 — Serial numbers; cannot final — not enough stock for bundle item, or a bundle count that makes no sense — Bundles and grouped items; a document discount that has its own GL account, two header totals that do not add up, or a percentage that vanished — Group discount.

Where to ask

If none of this fixes it, open an issue at BigLedger-Support/public. Anyone can read the tracker, so keep your tenant code and your own records out of the post. Include:

• the applet you were in;
• the document type and its posting status — not its number;
• the exact message, copied rather than paraphrased;
• what you expected to happen.

A question that needs your tenant or a document number goes to your BigLedger contact (see Support).

Related documentation