Troubleshooting
Most Fisetra problems are one of three things: a permission you were not granted, an assignment nobody made, or a document that has not been approved yet. Work through this chapter before concluding something is broken.
I cannot see any assets
By far the most common problem, and almost always the same cause.
Your visibility is controlled by three assignments — location, department and category — combined with and. If any one of them grants nothing, you see nothing.
A newly invited user has no assignments by default. A generous role does not help: the role decides what you can do, not what you can see.
What to do: ask your administrator to assign you, or to switch on the "see all" option for the relevant axis. See Users and access.
I can see some assets but not others
Same cause, subtler. You have been assigned on some axes and not others, or the assignment is narrower than you expect. Check all three — the one that is wrong is usually the one nobody thought about.
A menu entry is missing
Fisetra hides what your role does not allow rather than greying it out. A missing entry means your role does not include that capability.
Asset detail tabs work the same way — a missing tab is a missing capability, not a missing feature.
What to do: ask your administrator to grant it in Access Rights.
I cannot submit a document
| Check | Detail |
|---|---|
| Required header fields | Anything mandatory must be filled |
| At least one asset | An empty document cannot be submitted |
| Required attachment | Your company may require evidence for this type |
| Required Carbon Copy | Some types require recipients |
Attachment and Carbon Copy rules are set per document type in Company configuration.
The Void button does nothing
For ordinary transaction documents, only a DRAFT can be voided. Once a document is PENDING, you cannot cancel it — ask an approver to reject it, which returns it to you as a draft, and then void it.
For Stock Opname, only the creator can void an IN-PROGRESS count with the required capability. Review cannot be cancelled this way; generated follow-up must be revised through the count. See Stock Opname.
My document was rejected but I cannot find it
It is not in a rejected list, because there is no rejected list. A rejected document returns to you as a DRAFT.
Look in the drafts for that document type. Open it, read the rejection in the Log, fix what was raised, and use Confirm Fix — not the ordinary submit button.
See Document basics.
A document was approved instantly with no review
No approval flow is active for that document type. Submitting a document with no flow approves it immediately.
This is intended behaviour, but it silently removes the control. An administrator should check every type in Configuration → Approval. See Approvals.
I cannot move, change or dispose an asset
Usually one of:
| Cause | Fix |
|---|---|
| An active Stock Opname has locked it | Finish its linked follow-up and complete the count; void is available only before review |
| The asset is disposed | Restore it with a reverse disposal |
| It is outside your visibility | See the first entry in this chapter |
| Your role lacks the create capability | Ask your administrator |
The asset did not change after approval
Check the asset's History tab first — it shows exactly what was applied and when. If the change is listed, it worked, and you may be looking at a different field or a cached page.
Stock Opname processes findings into linked documents. Asset-change documents may be automatically approved; other follow-up must finish its approval flow before completion. See Stock Opname.
An import failed or rejected rows
| Cause | Fix |
|---|---|
| The file did not match the template | Download a fresh template and re-enter the data |
| A referenced value does not exist | Create it in master data, or fix the spelling |
| A required column is blank | Fill it in |
| Dates or numbers are formatted oddly | Match the template; plain numbers, no separators |
Errors are reported per row, so fix only the rejected ones and upload again.
If progress never moves at all, background processing may not be running — that one is for your system administrator.
An export never arrives
Exports are prepared in the background, so large ones take time. Wait and refresh.
Files are deleted after 24 hours, so an old link will not work — run the export again.
If exports never complete, contact your system administrator.
An email never arrived
| Check | Detail |
|---|---|
| Spam folder | The usual culprit |
| The address | Check it on the user, employee or recipient record |
| Was it sent? | On maintenance and Self-Monitoring, check the unsent tab and send it |
| Template | A removed placeholder can produce an email with no link |
Approval, maintenance and Self-Monitoring notifications can all be resent from their record.
An email link does not work
Links are personal and single-use, and they expire.
| Cause | Fix |
|---|---|
| Already used | Ask for it to be resent |
| Expired | Ask for it to be resent |
| Forwarded from someone else | Do not use it — it acts as that person |
| The occurrence is closed | Nothing to do; the round has ended |
Depreciation is not calculating
| Check | Detail |
|---|---|
| Purchase fields | Acquisition value, depreciation start date and useful life must be set |
| Template | The asset needs one assigned |
| Start date | Depreciation does not run before it |
| Disposal | Disposed assets stop depreciating |
See Depreciation.
Generated codes look wrong
No separator is inserted automatically. A prefix of IA with 5 digits gives IA00001. For IA-00001, make the prefix IA-. See Company configuration.
Existing documents keep the number they were issued — numbering changes never rewrite history.
My numbers differ from a colleague's
You have different asset visibility, so you are each summarising a different set. Both totals can be correct. Compare assignments rather than assuming one is wrong.
The interface is in the wrong language
Use the language control in the top bar. It changes menus, buttons and status labels.
Your own data — the names of your categories, locations and departments — appears exactly as it was typed, in whatever language it was typed. That is data, not interface.
Scanning does not work
The scanner needs camera permission and a camera. Check the browser has been allowed access, and that the label is clean and readable.
Looking an asset up by scanning is Scan Asset QR. Scanning for a count is done inside a Stock Opname — they are different flows.
Still stuck
Note what you were doing, what you expected and what happened, including the document number if there is one. Your company's Fisetra administrator can check your role, your assignments and the document's log, which resolves the large majority of cases.