# Common Issues

A reference table of frequent reports and their fixes. Skim by category, find the symptom that matches, and try the suggested fix.

{% hint style="info" %}
Most issues here resolve with a hard-refresh (Ctrl+Shift+R), a re-publish, or a role/subsidiary correction. Try those before anything else.
{% endhint %}

## Login & access

### Cannot log in

| Likely cause          | Fix                                                                             |
| --------------------- | ------------------------------------------------------------------------------- |
| Wrong credentials     | Double-check email and password — passwords are case-sensitive.                 |
| Account locked        | Wait the lockout window, or have the user reset via the login page.             |
| No access provisioned | Use **Give User Access** in User Management to add the user.                    |
| Browser quirk         | Try incognito or a different browser.                                           |
| SSO misconfigured     | If your subsidiary uses SSO, confirm the IdP setup; otherwise use direct login. |

### Sees "Access Denied"

| Likely cause                   | Fix                                                         |
| ------------------------------ | ----------------------------------------------------------- |
| No role assigned               | Assign a role in User Management.                           |
| Role has no published workflow | Open the workflow linked to the role and click **Publish**. |
| Wrong subsidiary               | Switch subsidiary in the top bar; check their assignment.   |
| License issue                  | Check **Settings → Licenses**.                              |

### Sees the wrong portal

| Likely cause                      | Fix                                                                |
| --------------------------------- | ------------------------------------------------------------------ |
| Wrong role on the user            | Edit the user in User Management and reassign.                     |
| Workflow points at the wrong role | Open the workflow's **Settings** tab → confirm the **Role** field. |
| Cached old workflow               | Hard-refresh (Ctrl+Shift+R).                                       |

## Workflow & modules

### Workflow doesn't appear after assigning a role

| Likely cause                | Fix                                            |
| --------------------------- | ---------------------------------------------- |
| Workflow not published      | Workflows page → click **Publish** on the row. |
| User cached the old session | Have them sign out and back in.                |

### Module is missing in the sidebar

| Likely cause                       | Fix                                                                                                                        |
| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------- |
| Module disabled on the workflow    | Open the workflow → Workflow tab → confirm the module is present.                                                          |
| Module type doesn't match the page | Components only show for matching module types — see [Module Types](/client-admin-guide/active-workflows/module-types.md). |

### Page is blank after publishing

| Likely cause            | Fix                                                                         |
| ----------------------- | --------------------------------------------------------------------------- |
| Component misconfigured | Open the page in Page Builder and check the components flagged with errors. |
| Browser cache           | Hard-refresh, then try incognito.                                           |

## Catalog

### Products are missing

| Likely cause                         | Fix                                                                |
| ------------------------------------ | ------------------------------------------------------------------ |
| Catalog hasn't been processed        | Catalogs page → **Refresh Status** icon (rotate arrow) on the row. |
| Items inactive in NetSuite           | Check the item record in NetSuite.                                 |
| Wrong subsidiary or catalog assigned | Confirm the workflow's **Catalog** field on the Settings tab.      |
| Stale browser cache                  | Hard-refresh.                                                      |

### Prices look wrong

| Likely cause                      | Fix                                                                                                                                           |
| --------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------- |
| Customer's price level mismatched | Check the customer's NetSuite record. The workflow's **Default Price Level** is only the fallback.                                            |
| Catalog has cached old pricing    | Reprocess the catalog (the **Play** icon on the row).                                                                                         |
| Price Levels toggle is off        | Open the catalog → Settings → turn on **Price Levels** → Save & Update. Without it, only base price shows regardless of the customer's level. |

### Category sidebar or navigation is blank

| Likely cause                            | Fix                                                                                                                                                                                  |
| --------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Catalog Categories** toggle is off    | Open the catalog → Settings → turn on **Catalog Categories** → Save & Update. All three category components (Category Sidebar, Category Display, Category Modal) need this to be on. |
| Catalog built before toggle was enabled | Even with the toggle on, the old build won't have the data. Reprocess the catalog after enabling the toggle.                                                                         |

### Stock (Product Locations) shows nothing

| Likely cause                               | Fix                                                                  |
| ------------------------------------------ | -------------------------------------------------------------------- |
| **Locations** toggle is off on the catalog | Open the catalog → Settings → turn on **Locations** → Save & Update. |
| Catalog snapshot is stale                  | Reprocess the catalog to pull fresh stock numbers from NetSuite.     |

### Vendor information is missing

| Likely cause                               | Fix                                                                                              |
| ------------------------------------------ | ------------------------------------------------------------------------------------------------ |
| **Item Vendor** toggle is off              | Open the catalog → Settings → turn on **Item Vendor** → Save & Update.                           |
| Items have no preferred vendor in NetSuite | Items without a preferred-vendor sublist entry won't carry vendor data regardless of the toggle. |

### Variants / product selectors don't appear

| Likely cause                   | Fix                                                                                                                                                                                                 |
| ------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Enable Matrix Items** is off | Open the catalog → Settings → turn on **Enable Matrix Items** → Save & Update.                                                                                                                      |
| Attributes not configured      | Enable Matrix Items alone isn't enough. Open the catalog → scroll to **Attributes** → add a row for each variant dimension (Color, Size, etc.) with the correct NetSuite field. Then Save & Update. |

### Search returns nothing

| Likely cause                       | Fix                                                                 |
| ---------------------------------- | ------------------------------------------------------------------- |
| Search disabled in the catalog     | Open the catalog and enable search in **Settings**.                 |
| Search fields don't match the term | Confirm searchable fields cover the user's input (name, SKU, etc.). |

## Data display

### Stale data showing

| Likely cause           | Fix                                                |
| ---------------------- | -------------------------------------------------- |
| Cached page            | Hard-refresh (Ctrl+Shift+R).                       |
| Persistent local cache | Clear browser site data for the portal and reload. |

### Numbers or dates formatted wrong

| Likely cause      | Fix                                                                                |
| ----------------- | ---------------------------------------------------------------------------------- |
| Subsidiary locale | Check the subsidiary's locale and currency configuration with your NetSuite Admin. |
| Field formatting  | Check field formatting on the source record in NetSuite.                           |

## Performance

### Pages load slowly

| Likely cause                    | Fix                                                |
| ------------------------------- | -------------------------------------------------- |
| Too many components on one page | Split heavy pages across modules.                  |
| Large or unoptimized images     | Compress and resize images before upload.          |
| Many data-fetch components      | Reduce the number of fetching components per page. |
| Network or NetSuite latency     | Check your connection and NetSuite status.         |

## Generic recovery steps

When the symptom isn't listed:

1. Hard-refresh (Ctrl+Shift+R).
2. Try incognito to rule out extensions/cache.
3. Try a different browser to rule out compatibility.
4. Verify the role, workflow, and subsidiary on the affected user.
5. If still stuck, see [Contacting Support](/client-admin-guide/troubleshooting-overview/contacting-support.md).

## Related

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Troubleshooting Overview</strong></td><td>The diagnostic framework — start here when you're not sure where to look.</td><td><a href="/pages/PzORsQo51FlE65nwsXBG">/pages/PzORsQo51FlE65nwsXBG</a></td></tr><tr><td><strong>FAQ</strong></td><td>Frequently asked questions from client admins.</td><td><a href="/pages/JOIZl4bn7K0tgT6RfnvQ">/pages/JOIZl4bn7K0tgT6RfnvQ</a></td></tr><tr><td><strong>Contacting Support</strong></td><td>What to include when you open a ticket.</td><td><a href="/pages/PyqQxsQPs6PCnEI7y565">/pages/PyqQxsQPs6PCnEI7y565</a></td></tr></tbody></table>


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