Start from what you see
| You see | Usually | Go to |
|---|---|---|
| A user cannot sign in | Wrong password, a locked or inactive user, dates that have ended, a branch or role that is off, or an address that is not allowed | A user cannot sign in |
| A menu item or a screen is missing | It is not on the user's role, the role does not have the permission, the user has not signed in again, or the licence does not include it | A menu item, a tab or a screen is missing |
| A page says you do not have access | The role lacks the screen's permission | Choose what a role may open and do |
| A user cannot see or choose a branch | The user is not mapped to it, or the branch is inactive | A user cannot see or choose a branch |
| No Add button, an invoice refused on a new day, a repeated number | The numbering series is missing, has ended, or its dates are outside the fiscal year | A document number is missing, repeats or stops |
| A message you do not know | Look it up | Messages you may see |
| Someone was signed out by themselves | An administrator edited their user, role or branch | Who sees what: licence, role, permission, branch |
Work from the outside in
When you do not know where to start, check the layers in this order. Each one can hide the next.
| Ask | If not | Go to |
|---|---|---|
| Does the company's sign-in address open? | The page says the company code is not valid or the licence may have expired: check the address, then ask Penahak about the licence | How the licence decides what a company has |
| Is the user Active, not Locked, and inside the Start date and End date? | Unlock, activate or correct the dates on User | A user cannot sign in |
| Does the user's role have the menu and the permission? | Tick them on Role & Scopes | A menu item, a tab or a screen is missing |
| Did the user sign out and in after the change? | Ask them to | Who sees what: licence, role, permission, branch |
| Is there a numbering series for the branch, inside the active fiscal year? | Add one on Document numbering | A document number is missing, repeats or stops |
When the message does not help
Take a screenshot of the whole screen, note what you were doing and the time, and send them to the person who supports Penahak for your company. Never send a password.
When you write to the person who supports Penahak for your company, add three things to the screenshot: the user name, the branch and your company code (the first part of the address).
Common questions
What does "Something went wrong. Please contact your administrator." mean?
It is an unexpected fault, not a setting you can fix. Note the time, the screen and what you did, and send them to Penahak support (Messages you may see).
There are two messages about permission. Which is which?
"Sorry, you don't have access to this page." appears when a person opens a screen the role has no permission for. "You are not authorised to access this resource." appears after pressing a button whose action the role lacks. In both cases the administrator ticks the permission for the role on Role & Scopes (Choose what a role may open and do).
Can the administrator fix everything on this page?
Not everything. A part that is not in the licence, and a different print layout, have to be asked of Penahak (How the licence decides what a company has, What you can change about printed documents).