> For the complete documentation index, see [llms.txt](https://docs.in8sync.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.in8sync.com/client-admin-guide/troubleshooting-overview/common-issues.md). # Common Issues Quick lookup for the problems we hear about most. Each row pairs a likely cause with the fix you can verify in a minute. 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/workflow-builder-overview/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. | ### Inventory adjustment fails with a "not the first transaction" style error | Likely cause | Fix | | --------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The item has inventory history that NetSuite needs to stay consistent | This is a NetSuite data-integrity rule, not a SphericalBRM issue. Instead of creating a new adjustment, open an existing Inventory Adjustment for the item and edit it via its related records. Ask your NetSuite Admin if you're not sure which record to edit. | ### 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
Troubleshooting OverviewThe diagnostic framework — start here when you're not sure where to look.Troubleshooting
FAQFrequently asked questions from client admins.FAQ
Contacting SupportWhat to include when you open a ticket.Contacting Support