Troubleshooting

Quick solutions to common BigLedger issues and comprehensive problem-solving guides. This section helps you resolve problems quickly and get back to productive work.

Quick Problem Resolution

Most Common Issues

This comprehensive troubleshooting guide addresses the most common BigLedger issues with specific error codes, step-by-step solutions, and preventive measures.

Login & Access Problems

  • Cannot Login: Password resets, account status, browser issues
  • Missing Features: Permission problems, applet availability
  • Slow Performance: Browser optimization, network issues
  • Session Timeouts: Security settings, browser configuration

Data Entry Issues

  • Cannot Save Records: Validation errors, required fields
  • Missing Dropdown Options: Master data setup, permissions
  • Import Failures: Data format, mapping errors
  • Duplicate Records: Data validation, merge procedures

Transaction Problems

  • Order Processing Errors: Workflow issues, approval chains
  • Pricing Problems: Price scheme configuration, customer settings
  • Inventory Discrepancies: Stock adjustments, location issues
  • Report Errors: Data access, parameter settings

Step-by-Step Troubleshooting

1. Identify the Problem

  • Document Symptoms - What exactly is happening?
  • Reproduce the Issue - Can you make it happen again?
  • Check Timing - When did this start occurring?
  • Gather Context - What were you trying to accomplish?

2. Gather Information

  • Error Messages - Copy exact error text and codes
  • Screenshots - Visual evidence of the problem
  • User Account Details - Permissions and role information
  • System Environment - Browser, device, network information

3. Try Basic Solutions

  • Refresh/Reload - Simple browser refresh
  • Clear Cache - Browser cache and cookies
  • Different Browser - Test with another browser
  • Check Permissions - Verify access rights

4. Advanced Diagnostics

  • Check System Status - Is the system running normally?
  • Review Recent Changes - What changed recently?
  • Test with Different Data - Is it data-specific?
  • Consult Documentation - Review relevant user guides

BigLedger Error Codes and Solutions

System Error Codes (ERR-SYS-XXXX)

ERR-SYS-0001: Access Denied

  • Cause: User lacks necessary permissions for the requested operation
  • Technical Details: Permission validation failed at module or feature level
  • Immediate Solution:
    1. Contact system administrator
    2. Verify user role assignments in User Management
    3. Check module-specific permissions
  • Long-term Prevention:
    • Implement regular permission audits (quarterly)
    • Use role-based access control (RBAC) consistently
    • Document permission requirements for each business function

ERR-SYS-0002: Session Expired

  • Cause: Security timeout due to inactivity (default: 60 minutes)
  • Technical Details: Session token has exceeded maximum lifetime
  • Immediate Solution:
    1. Log out completely and log back in
    2. Clear browser cache and cookies
    3. Disable browser auto-save for sensitive data
  • Configuration Options:
    Session Settings (Admin > Security):
• Timeout Period: 30-480 minutes
• Idle Warning: 5 minutes before expiry
• Concurrent Sessions: Allow/Restrict
• Remember Me: Enable/Disable

ERR-SYS-0003: Database Connection Failed

  • Cause: Network interruption or database server unavailable
  • Technical Details: Connection pool exhausted or database maintenance
  • Immediate Solution:
    1. Wait 2-3 minutes and retry
    2. Check system status at status.bigledger.com
    3. Contact support if issue persists >5 minutes
  • Prevention: Monitor database health and connection pool usage

Data Validation Errors (ERR-VAL-XXXX)

ERR-VAL-1001: Required Field Missing

  • Cause: Mandatory field left empty during data entry
  • Field Types: Customer code, product name, transaction amount, etc.
  • Solution Steps:
    1. Review form for red asterisk (*) marked fields
    2. Fill all required information
    3. Validate data format (dates, numbers, email)
    4. Save record again
  • Common Missing Fields:
    Customer Records: Name, Tax ID, Contact Info
Product Records: Code, Name, Unit of Measure
Transactions: Date, Amount, Account Code

ERR-VAL-1002: Invalid Data Format

  • Cause: Data doesn’t match expected format or business rules
  • Common Scenarios:
    • Invalid email format (missing @ symbol)
    • Incorrect date format (DD/MM/YYYY required)
    • Invalid phone number format (+60-XXX-XXXXXXX)
    • Tax ID format doesn’t match Malaysian standards
  • Solution:
    1. Check field format hints and examples
    2. Use format validators where available
    3. Copy-paste from verified sources

Transaction Errors (ERR-TXN-XXXX)

ERR-TXN-2001: Insufficient Inventory

  • Cause: Attempting to sell/allocate more stock than available
  • Technical Details: Real-time inventory check failed
  • Detailed Solution:
    1. Check current stock levels: Inventory > Stock Inquiry
    2. Verify stock location and availability
    3. Consider these options:
      • Reduce quantity to available stock
      • Transfer stock from other locations
      • Create back-order for remaining quantity
      • Update inventory if stock count is incorrect
  • Stock Management Best Practices:
    • Set reorder points for all active items
• Monitor stock levels daily
• Implement automatic reorder notifications
• Regular cycle counting for accuracy

ERR-TXN-2002: Price Not Found

  • Cause: No valid price configured for item/customer combination
  • Price Hierarchy Check:
    1. Customer-specific pricing
    2. Customer group pricing
    3. Promotional pricing
    4. Standard price list
    5. Base cost price
  • Configuration Steps:
    1. Navigate to Sales > Price Management
    2. Set up price schemes by customer type
    3. Configure promotional pricing periods
    4. Set default prices for new products
    5. Test pricing with sample transactions

Malaysian Compliance Errors (ERR-MYS-XXXX)

ERR-MYS-4001: SST Calculation Error

  • Cause: Sales and Service Tax calculation or configuration issue
  • SST Rules:
    • Standard Rate: 6% (most goods and services)
    • Zero Rate: 0% (exports, exempt goods)
    • Exempt: No SST applicable
  • Configuration Check:
    1. Product Setup: Verify SST code assignment
    2. Customer Setup: Check SST exemption status
    3. Tax Settings: Review SST calculation rules
    4. Rate Updates: Ensure current SST rates are loaded

ERR-MYS-4002: e-Invoice Generation Failed

  • Cause: MyInvois integration error or validation failure
  • LHDN e-Invoice Requirements:
    Mandatory Fields:
• Supplier TIN (Tax Identification Number)
• Buyer TIN (for B2B transactions)
• Invoice date and time
• Unique invoice number
• Product/service description
• SST details
  • Validation Errors:
    1. TIN Format: Must be valid Malaysian TIN format
    2. Date/Time: Must be within MyInvois submission timeframe
    3. Currency: Only MYR and approved foreign currencies
    4. Document Type: Must match LHDN approved types

Integration Errors (ERR-INT-XXXX)

ERR-INT-3001: Sync Failed - Banking

  • Cause: Bank integration connection failed or authentication expired
  • Specific Banks Supported: Maybank, CIMB, Public Bank, RHB, Hong Leong
  • Troubleshooting Steps:
    1. Check Credentials: Verify bank login details in Finance > Bank Integration
    2. Test Connection: Use “Test Connection” button
    3. Refresh Tokens: Re-authenticate if using OAuth
    4. Network Check: Ensure firewall allows bank connections
    5. Bank Status: Check if bank system is down for maintenance

ERR-INT-3002: E-commerce Sync Error

  • Cause: Connection issues with online store platforms
  • Supported Platforms: Shopee, Lazada, WooCommerce, Magento, Shopify
  • Error Subtypes:
    3002-A: Authentication failure
3002-B: Product catalog sync failed
3002-C: Order download error
3002-D: Inventory update failed
3002-E: Pricing sync error
  • Platform-Specific Solutions:
    • Shopee: Check API key and secret in Seller Center
    • Lazada: Verify app authorization in Seller Center
    • WooCommerce: Test REST API credentials
    • Shopify: Refresh private app permissions
⚠️
Safety First: Before making any system changes to resolve issues, ensure you have proper backups and understand the impact of your changes.

Browser-Specific Issues

Chrome Issues

  • Cache Problems: Clear browsing data, reset Chrome settings
  • Extension Conflicts: Disable extensions, test in incognito mode
  • Memory Issues: Close unused tabs, restart browser

Firefox Issues

  • Security Settings: Adjust security preferences for BigLedger
  • Add-on Conflicts: Test with add-ons disabled
  • Cookie Settings: Ensure cookies are enabled for BigLedger

Safari Issues

  • JavaScript Settings: Enable JavaScript for BigLedger domain
  • Privacy Settings: Adjust privacy settings for business applications
  • Cache Issues: Clear website data for BigLedger

Mobile Browser Issues

  • Responsive Design: Use landscape mode for complex screens
  • Touch Interface: Use appropriate gestures for navigation
  • Data Connection: Ensure stable internet connection

Performance Optimization

System Performance

Detailed Performance Optimization

Identifying Performance Bottlenecks

  1. System Performance Dashboard

    • Navigate to Admin > System Health
    • Monitor CPU, memory, and database performance
    • Check active user sessions and concurrent processes
    • Review system logs for error patterns

  2. User Experience Monitoring

    • Track page load times across different modules
    • Monitor report generation speeds
    • Analyze user session durations and timeouts
    • Identify frequently accessed slow-performing features

Browser-Side Performance Optimization

Recommended Browser Settings:
✓ Enable JavaScript and cookies
✓ Disable unnecessary browser extensions
✓ Clear cache weekly
✓ Update to latest browser version
✓ Allow pop-ups for BigLedger domain
✓ Set sufficient memory allocation

Network Optimization

  • Bandwidth Requirements: Minimum 10 Mbps for optimal performance
  • Latency Considerations: <100ms latency to BigLedger servers
  • Connection Stability: Wired connections preferred over WiFi
  • VPN Impact: Test performance with/without VPN
  • Firewall Configuration: Whitelist BigLedger domains and ports

Database Performance Tuning

  • Query Optimization: Use appropriate filters and date ranges
  • Index Management: Ensure proper indexing on frequently queried fields
  • Data Archiving: Archive old data to improve query performance
  • Concurrent Users: Monitor database connection limits
  • Maintenance Windows: Schedule regular database maintenance

Client-Side Optimization

  • Browser Maintenance: Regular cache clearing, update browser
  • Network Optimization: Stable internet connection, avoid peak hours
  • Device Performance: Sufficient RAM, close unnecessary applications
  • Screen Resolution: Optimize display settings for BigLedger

Server-Side Factors

  • Peak Usage Times: Understand system load patterns
  • Data Volume: Large reports and queries impact performance
  • Integration Load: Multiple simultaneous integrations affect speed
  • Maintenance Windows: Scheduled maintenance affects availability

Data Performance

  • Query Optimization: Use appropriate filters and date ranges
  • Report Efficiency: Limit data scope for large reports
  • Batch Processing: Group similar operations together
  • Archive Strategy: Archive old data to improve performance

Escalation Procedures

When to Escalate

  • Security Incidents: Immediate escalation for security breaches
  • System Outages: When system is completely unavailable
  • Data Corruption: Any suspected data integrity issues
  • Critical Business Impact: Issues affecting core business operations

How to Escalate

  1. Document the Issue: Comprehensive problem description
  2. Gather Evidence: Screenshots, error messages, logs
  3. Assess Impact: Business impact and urgency level
  4. Contact Appropriate Support: Use correct support channel
  5. Follow Up: Monitor resolution and communicate status

Self-Service Resources

Knowledge Base

  • FAQ Section - Answers to frequently asked questions
  • Video Tutorials - Step-by-step visual guides
  • User Forums - Community-driven support
  • Documentation - Comprehensive user guides

Diagnostic Tools

  • System Health Check - Built-in system diagnostics
  • Connection Test - Network and integration testing
  • Permission Checker - Verify user access rights
  • Performance Monitor - System performance metrics
Efficiency Tip: Keep a troubleshooting log to track recurring issues and their solutions. This builds your expertise and helps identify system improvement opportunities.

Prevention Strategies

Proactive Maintenance

  • Regular Updates: Keep browser and system updated
  • Training Programs: Ongoing user education and training
  • System Monitoring: Regular health checks and performance monitoring
  • Data Backup: Maintain current backups and recovery procedures

Best Practices

  • Documentation: Keep procedures documented and current
  • Testing: Test changes in staging before production
  • Communication: Inform users of system changes and updates
  • Monitoring: Set up alerts for critical system metrics

Getting Help

Support Channels

  • 📧 Email Support: vincent@bigledger.com for technical issues
  • 💬 Quick Chat: Telegram @leehongfay for immediate questions
  • 📞 Phone Support: Available during business hours
  • 🌐 Support Portal: Online ticket system and knowledge base

Support Information to Provide

  • Problem Description: Clear explanation of the issue
  • Steps to Reproduce: How to recreate the problem
  • Error Messages: Exact text of any error messages
  • User Information: Account details and permissions
  • System Details: Browser, device, and network information
  • Business Impact: How the issue affects your operations

Response Time Expectations

  • Critical Issues: 1-2 hours response time
  • High Priority: 4-8 hours response time
  • Normal Issues: 1-2 business days response time
  • Enhancement Requests: Reviewed in monthly planning cycles
Resolution Success: Most user issues can be resolved quickly with proper problem identification and using the appropriate resources and support channels.