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| Troubleshooting Guide | operation |
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2026-04-10 |
Troubleshooting Guide
Organized by symptom category. Each entry: symptom → cause → solution. For parameter references, see Parameters. For ERP message reference, see ERP Interface.
1. Inbound / Reception
Receipt order not found from RFT
- Cause: Order code unknown to WMS or ROR message not yet received from ERP.
- Solution: Enable
ALLOW_CREATE_RECEPTIONto allow blind receipt creation; or have ERP resend the ROR message first.
ASN container rejected at PIE - order doesn't exist
- Cause: The receipt order referenced in the ASN message has not yet arrived in WMS.
- Solution: If
USE_EXCLUSIVE_RESERVE_STRICT_MODEis inactive, container can still be received and the reserve is formalized later. If active, resolve the absent receipt order first before retrying PIE entry.
Quantity discrepancy at PIE - container sent to reconditioning
- Cause: ASN pre-notified quantity doesn't match the received quantity, and the receipt order does not allow excess.
- Solution: Correct the discrepancy at the reconditioning station, then retry induction into the PIE.
Receipt auto-close does not trigger
- Cause: Receipt still has uncommitted lines, or at least one line allows over-receipt.
- Solution: Close manually via PC, or verify that
AutoCloseReceptionis active and that no lines allow excess reception.
Receipt order cannot be canceled
- Cause: Stock has already been received against the order.
- Solution: Use "Close" instead of "Cancel" to finalize the order; cancel only unreceived quantity.
Unexpected stock received but not accepted (lines auto-creation)
- Cause:
Allow lines auto-creationflag not enabled on the order header. - Solution: Enable the flag on the order, or manually create the missing line before reception begins.
Over-receive blocked
- Cause:
LneTrmExceedPerc= 0 or not set on the receipt order line. - Solution: Request ERP to update the line with a positive tolerance percentage, or adjust the received quantity to match the ordered quantity.
ROC / status notification not sent to ERP
- Cause: WMS-ERP integration configuration issue, or integration pool stopped.
- Solution: Check ERP communication settings, verify the integration application pool is running (IIS), and check message queue for backlog.
Transfer receipt order has no ASN
- Cause: The source warehouse did not close the corresponding Transfer-type shipping order.
- Solution: Verify the source warehouse has closed the transfer shipping order - ASN is auto-generated at that point.
Order stuck in "Receiving" status
- Cause: Associated receipts are still open (not yet closed).
- Solution: Close or finalize all associated receipts; the order will then advance.
Multiple stock lines created for same item at receipt close
- Cause: Exclusive reserve (ASN container) splits stock into reserved and unreserved portions.
- Expected behavior: Each portion has its own reserve linkage. No corrective action needed.
PIE semi-automatic: container waits indefinitely at station
- Cause: Operator has not scanned the label manually after auto-read failure.
- Solution: Have the operator scan the label manually at the semi-automatic PIE station.
2. Putaway
No valid location found - manual warehouse
- Cause: All strategies exhausted; no location meets the combination of criteria + restrictions + rules. Common causes: all eligible zones full, location type mismatch, strategy sequence incomplete.
- Solution: Operator must manually select a destination. Review: strategy sequence coverage, restrictions not overly restrictive, no locations marked full or locked.
No valid location found - automatic warehouse (rejection task generated)
- Cause: All aisles at the relocation percentage limit, no route from current station to any candidate, or weight limit exceeded everywhere.
- Solution: Container is diverted to rejection station. Review aisle relocation configuration, available routes, and weight constraints.
Aisle balancing blocks putaway
- Cause: Aisle selected by balance formula has no valid locations (full or incompatible). The system does not fall back to a different aisle for that strategy.
- Solution: Ensure the next strategy in the sequence has adequate location coverage; or relax aisle balance thresholds.
Container stuck in equipment (not located)
- Cause: Operator ended session without completing the putaway task; container remains associated with equipment.
- Solution: Resolve via manual relocation from the equipment management view in SmartUI.
Picking dedicated location (PDL) not proposed during putaway
- Cause: No PDL created for this item, or PDL is for different logistic attributes.
- Solution: Create a PDL for the correct item/attribute combination, or adjust the strategy sequence so that strategy 1 (assigned location) covers this item.
Cutting stock putaway fails validation at RFT
- Cause: Operator entered a partial quantity instead of the full stretch quantity.
- Solution: Cutting stock requires total-quantity entry. Reject partial entries and re-enter the correct full stretch quantity.
Putaway location not found for stacked LPN
- Cause: Effective width (width + 2 × collapse) of the stack exceeds available location dimensions, or no strategy applies to the stack configuration.
- Solution: Use the Putaway search location trace report on the LPN (PC required). Review excluded aisles and strategy criteria.
3. LPN / Container
LPN not found at expected location
- Symptom: Physical LPN present but WMS shows a different location.
- Cause: Manual move not recorded, or a system error occurred during a task.
- Solution: Use "Location change" (PC) to correct the record without creating a task. If location unknown, use "Send to Lost & Found" and investigate transaction history.
Cannot unstack base LPN
- Symptom: Unstack operation rejected.
- Cause: Location has FIFO configuration, or LPN types stacked above the base are incompatible.
- Solution: Move the entire stack to a stage first (enable
UNSTACK_ON_STAGE), or use "Undo all" to break the full hierarchy at once.
Lock prevents task execution (task canceled after lock applied)
- Cause: The lock type disallows picking, replenishment, or movement. Cascade effect automatically cancels in-flight tasks.
- Solution: Check lock type configuration. If the reason for the lock is resolved, unlock the LPN and re-process using alternative stock.
Cannot modify LPN type or division type
- Cause: LPN is not empty - still contains stock.
- Solution: Pick out or move all stock from the LPN, then change the type.
ASN LPN cannot be deleted
- Cause: LPN is linked to a receipt order (ROR).
- Solution: Cancel or disassociate the receipt order first, or use the rejection flow (triggers
CON.CNL.ASN→ASKmessage to ERP).
Stock shows in WMS but location is physically empty
- Cause: Container moved physically without a system record (no task or manual movement registered).
- Solution: Use "Send to Lost & Found" to reconcile; investigate transaction history to find the last known position.
4. Stock & Inventory
Stock not visible in the stock view
- Cause: Stock is in a virtual location (ASN, Lost_Found, or Mov) or filtered out by active view filters.
- Solution: Remove view filters; check virtual locations explicitly.
Stock in lock not assignable for picking/shipping
- Cause: User or receiving status active on the stock prevents shipping.
- Solution: Release the lock manually (Quality Control view) or via STR message from ERP; or add the required status to the SOR line.
Cannot adjust ASN container stock
- Cause: Stock is in a pre-notified container not yet received.
- Solution: Complete the reception first; adjustments on received stock are then available.
Cannot adjust client stock
- Cause: Stock is prepared for a shipping order inside a client container.
- Solution: Un-prepare the stock via Shipping management, then adjust.
Adjustment fails - reason required
- Cause: No adjustment reason selected; none configured for the Adjustment capture process.
- Solution: Create reasons in
Masters > Adjustment reasons; select one before submitting the adjustment.
Cannot decrease stock below zero
- Cause: System prevents negative stock by default.
- Solution: Verify stock is actually at the expected location. If the physical stock is missing, run a count on the location.
STV not sent to ERP after adjustment
- Cause: The adjusted stock belongs to an open reception.
- Solution: Close the reception first; the STV message is sent at reception close.
Quantity jumps unexpectedly after a quantity-decrease adjustment
- Cause: Other stock lines from the same item were consolidated with this one at some point.
- Solution: Separate stock lines if needed; use the "From multiple receptions" selection to target specific lines.
5. Picking / Order Preparation
Order line stays incomplete - no stock assigned
- Cause: All stock assignment strategies exhausted without finding eligible stock. Typical causes: stock status blocks picking, count task active on the picking location, no PDL configured for item, extraction errors at candidate locations.
- Solution: Check stock statuses, cancel any active count tasks on the location, verify PDL configuration, resolve extraction errors.
Picking task not proposed by system (despite stock assigned)
- Cause: The picking location has a lock preventing picking, or the aisle is blocked.
- Solution: Resolve the lock or block; or trigger a location reassignment.
PTL device not illuminating
- Cause: PK station not configured for PTL, PTL device/controller disabled, or MP has more than one container when auto-destination is expected.
- Solution: Check workstation configuration and PTL device/controller status.
Grouped picking reverts to individual
- Cause: A compatibility condition failed (logistic attribute capture required, or MP has stock from a different order).
- Solution: Check PK station configuration and the current MP state.
Excess over-picking
- Cause: Operator picked more than requested; system reduces remaining tasks for the same item by the excess.
- Solution: If the order doesn't allow excess, an error is thrown and the operator must undo the excess immediately.
Cutting stock: wrong length cut
- Cause: Cutting stock requires exact-quantity handling.
- Solution: Register an incidence, recut to the correct length; re-enter the old stretch into inventory with the corrected quantity.
Client container full before order complete
- Cause: Container capacity exhausted mid-picking.
- Solution: Operator uses the "close container" action on the RFT; a new client container is created automatically for remaining tasks.
Item not appearing in stock assignment
- Cause: No shipping profile assigned, or the shipping profile excludes the stock's current status.
- Solution: Verify the item's shipping profile; check required/rejected status flags on the SOR line.
Substitute not used during stock failure
- Cause: Substitutes not configured in the shipping profile, or not enabled on the SOR line (
LneTrmAlternative). - Solution: Check shipping profile substitution mode and enable substitute usage on the order line if needed.
6. Shipping
Order stays in "Created" after release attempt
- Cause: Stock assignment failed for all lines (no eligible stock). Common causes: stock status blocks picking, locations locked, active count tasks, missing PDL configuration.
- Solution: Check stock statuses, resolve location locks, cancel conflicting count tasks, verify PDL setup.
Tasks generated but no operator picks up
- Cause: Tasks assigned to specific equipment that is offline, or operator is logged into the wrong zone/sub-warehouse.
- Solution: Check equipment assignment on the order; clear if no specific equipment should be required.
Route containers loaded in wrong order
- Cause: Operator ignored system warnings or route stop numbers are incorrectly configured.
- Note: Route stop numbers must be in reverse delivery sequence (last stop loaded first) to ensure correct unloading order.
Consolidation station not receiving containers
- Cause: Consolidation station assigned after order release. Only new container movements route to the station post-assignment.
- Solution: Assign the consolidation station before order release for all prepared containers to be re-routed.
Load closed without all containers
- Cause: Partial close triggered (intentional or misconfigured).
- Solution: ERP receives load-close notification; track missing containers manually or assign them to a new load.
Order mixing containers rejected
- Cause: Two orders cannot mix per the mixing strategy (different customer, incompatible logistic attributes).
- Solution: Review mixing strategy criteria; create a separate strategy for these order types if mixing should be allowed.
PS group not releasing containers to outbound
- Cause: PS group not assigned to the order, or all PS stations in the group are locked.
- Solution: Assign the PS group to the order or unlock the PS stations.
SOF not sent after order close
- Cause: WMS-ERP integration issue, or order was closed without an active ERP connection.
- Solution: Check integration configuration; retry via forced resend if the functionality is available.
Cannot cancel order - stock already prepared
- Cause: Picking tasks have been completed; stock is in a client container.
- Solution: Undo preparation (un-prepare from the consolidation or truck loading view) before canceling.
Excess stock prepared on a line
- Cause: Over-allocation due to containerized or indivisible stock.
- Solution: Use the "Return excess" operation before closing, or configure
LneQtyAllowExcess = 0on the order.
7. Replenishment
Replenishment task not generated for empty PDL
- Cause: "Automatic replenishment" not enabled on the PDL, no stockout strategy active, or no valid source stock found.
- Solution: Enable automatic replenishment on the PDL; verify source location availability and stock status.
PDL not proposed for picking despite having stock
- Cause: Stock assignment strategy does not prioritize PDLs, or PDL logistic attributes don't match the shipping order line.
- Solution: Check strategy "Prioritize picking dedicated locations" flag and PDL attribute configuration.
Dynamic PDL created with wrong capacity
- Cause: The shipping order was created or canceled between background job runs.
- Expected behavior: Capacity is recalculated on the next job run. No manual intervention needed if the job is running correctly.
Replenishment task generated but not executed
- Cause: Replenishment source has a lock, the aisle is blocked, or no route exists between source and PDL.
- Solution: Resolve the lock/block; check route configuration.
Stock mixing conflict at PDL during replenishment
- Cause: Different logistic attribute values at the PDL during unload.
- Note: System does NOT block the task (to avoid deadlock), but warns the operator. If mixing is undesired, configure the PDL with specific required logistic attributes.
PDL released unexpectedly
- Cause: "Delete when empty" flag is enabled on the PDL.
- Solution: Disable "Delete when empty" for year-round items; use only for seasonal items.
Cutting stock replenishment not triggered
- Cause: Pending tasks exist for the reel in the PDL location, which blocks demand-strategy replenishment.
- Solution: Wait for current tasks to complete, or add a stockout strategy as well (overrides the task-pending check).
8. Count / Stock Adjustment
Count order stuck in "Releasing"
- Cause: Automatic warehouse - containers are still moving at release time.
- Solution: Wait until all containers have reached a static location, then release the count order.
Count line shows conflict icon - no stock
- Cause: Item count line requested for an item with zero stock in the warehouse.
- Solution: Use "Force Close" to finalize the line; review item master to understand the discrepancy.
Count line shows conflict icon - location not configured for count
- Cause: Location does not have the "Allow count" flag enabled in EasyS.
- Solution: Fix the location configuration in EasyS, or delete the problematic line.
COF message not sent to ERP after count close
- Cause: Count originated from a COR request and still has pending adjustments (double validation active).
- Solution: Validate or cancel all pending adjustments in
Warehouse > Stock adjustments.
Cycle count generates uneven task distribution
- Cause: Volatile stock levels change mid-iteration (especially with item-based schedules).
- Expected behavior: Task distribution adjusts dynamically. Fine-tune schedule parameters if distribution is too uneven.
Cannot re-release a cycle count after cancel
- Cause: By design - cycle count orders are non-re-releasable.
- Solution: Create a new manual count for the affected locations.
No adjustment reasons visible on RFT
- Cause: No reasons configured for the "Adjustment" capture process.
- Solution: Add reasons in
Masters > Adjustment reasons.
Adjustment applies but no STK.ADJ transaction visible
- Cause: Double validation is active for this item; adjustment is in "Pending" state.
- Solution: A manager must validate or cancel the pending adjustment in
Warehouse > Stock adjustments.
9. Quality Control & Locks
STC message not sent to ERP after quality lock
- Cause: Reception associated with the stock is still open.
- Solution: Close the reception first; STC is sent at reception close.
Automatic unlock not happening
- Cause: The background job
Delete_StockStatusJob_PRis disabled or not running. - Solution: Check job status in
Configuration > Jobs; verify it is scheduled to run every 15 minutes.
Picking tasks not canceled after quality lock applied
- Cause: The stock status (lock type) does not have "blocks picking" configured.
- Solution: Check the stock status master configuration for the applied status; enable "blocks picking" if required.
Cannot unlock stock from RFT
- Cause: Operator role lacks access to the "Quality" menu.
- Solution: Assign the appropriate station role/menu permission to the operator's profile.
Cutting stock: partial lock not splitting correctly
- Cause: Non-consolidating UoM not configured for the item.
- Solution: Verify cutting item configuration; check the UoM consolidation flag.
STC generated without lock being set
- Cause: Reception was already closed at the time of the lock request.
- Expected behavior: Open receptions suppress STC; closed receptions trigger STC immediately on lock.
10. Tasks & Automation
Task stuck in "Generated" state
- Cause: Assigned equipment is offline, or no equipment can access the task's work zone.
- Solution: Release the equipment assignment; reassign to available equipment or leave unassigned for any qualified equipment.
Task created but not assignable
- Cause: Equipment type incompatible with the container type specified in the task.
- Solution: Assign different equipment; check equipment-container type compatibility configuration.
Task cannot be manually completed
- Cause: Task type is picking, counting, stock replenishment, kit assembly, or consolidation - these must be completed through their respective process screens.
- Solution: Complete via the appropriate screen (picking station, count screen, etc.).
Movement stuck "In Execution"
- Cause: Automatic warehouse malfunction or communication failure.
- Solution: Use "Movement Release" to reset the movement back to Pending; investigate the automation incident.
Task canceled - container not found at location
- Cause: Operator reported the wrong location at cancellation, or the container was moved without a system record.
- Solution: Run a count on the expected location; use Lost & Found if needed.
Automatic warehouse tasks not generating
- Cause: Background job (replenishment/defragmentation planner) not running.
- Solution: Check
Control > Jobsin SmartUI; verify the relevant job is active and its schedule is correct.
11. AGV & Pallet Shuttle
AGV notification events - full error code table
| Code | Error |
|---|---|
| 1001 | Incorrect load station |
| 1002 | Incorrect unload station |
| 1003 | Duplicate transport order |
| 1004 | Invalid operation type |
| 1010 | Unload station modification error (phase 03+) |
| 1011 | Priority modification error (after assignment) |
| 1012 | Inactive transport order |
| 1013 | Null task number |
| 1014 | Inconsistent AGV movement (e.g., unload when not loaded) |
| 2003 | Extraction error at non-storage location |
| 2004 | Putaway error at non-storage location |
| 2005 | Manual cancellation from AGV interface |
| 2500 | Communication error - sending order |
| 2501 | Communication error - priority update |
| 2502 | Communication error - cancellation |
| 2503 | Communication error - destination change |
AGV extraction error
- Behavior: No container found at pickup location.
- Conventional rack / APS: task canceled; location marked with "Mark for review" lock type.
- Other storage: task canceled; location marked with "For AGV" lock type.
- Non-storage (stage/dock): task NOT canceled; AGV held pending manual action; user notified.
- Solution: Physically verify the location; resolve via count or manual relocation; clear the lock after resolution.
AGV putaway error
- Behavior: Destination occupied.
- Conventional rack / APS: WMS searches for a relocation; destination marked with "Mark for review" lock type.
- Other storage: relocation search; destination marked with "For AGV" lock type.
- Non-storage: AGV held pending manual action; user notified.
Pallet Shuttle fault flag
- Cause: Multiple possible causes; details in PS diagnostic log.
- Solution: Reset → retry. If flag re-activates: all PS tasks canceled, PS unavailable for new tasks; user notified. Investigate physical PS condition.
Pallet Shuttle tilt error
- Cause: PS is mispositioned in the channel.
- Solution: Reset → retry. Same escalation as fault flag if persistent.
Pallet Shuttle low battery
- Behavior: PS completes current tasks → returns to pickup position → disconnects → awaits AGV dispatch to charging station. If no charging station is available: user is notified.
PS task in process - cannot be canceled
- Cause: AGV system is already involved in the movement.
- Note: Only tasks in "Pending" state (waiting/pending shipping with CREATE action) can be canceled. Tasks in any other state must complete.
12. ERP Integration
ERP messages not processed (queue backlog)
- Cause: Integration application pool stopped or message queue backed up.
- Solution: Check the Integration IIS pool; restart if stopped. Review integration logs for parsing errors.
API calls return HTTP 401
- Cause: API key expired or invalid.
- Solution: Regenerate the API key in the integration configuration.
ASN reserve not created at receipt
- Cause: The expected outbound order did not exist at receipt time and the reserve validity deadline (
ExpectedReserveValidDate) has passed. - Solution: Check
ExpectedReserveValidDate; re-create the reserve manually on the outbound order if needed.
DOM: assignment error on sales order (no node passes orchestration)
- Cause: No node passes all 5 orchestration stages (region → carrier → stock → capacity → strategies).
- Solution: Check geographic region config, carrier-node assignments, stock availability at nodes, and node workload configuration.
DOM: geolocation failure
- Cause: Delivery address is not geocodable (missing or invalid country/postal code).
- Solution: Verify address contains a valid ISO country code and postal code.
Multi-Carrier: cannot create delivery
- Cause: No carrier assigned to the shipping order, and no auto-selection rule matches.
- Solution: Assign carrier via SOR message or configure an auto-selection rule.
Multi-Carrier: tracking number error
- Cause: Carrier tracking files missing from server directory.
- Solution: Copy carrier-provided tracking files to the configured archives directory.
Yard Management: cannot assign dock to appointment
- Cause: Dock not compatible with the appointment's commodity or vehicle type.
- Solution: Check and update dock compatibility configuration.
13. System / Infrastructure
IIS application pool stopped
- Cause: Background job crash or unhandled exception.
- Solution: Check Windows Event Log and application logs; restart the pool after diagnosing the root cause.
RF terminal cannot connect
- Cause: WIFI network issue or IIS binding misconfiguration.
- Solution: Verify WIFI connectivity; check IIS site bindings for the RF application.
"Development environment" error in browser
- Cause:
ASPNETCORE_ENVIRONMENTis set toDevelopmenton a production server. - Solution: Change the environment variable to
Productionand restart IIS.
3PL client sees other owners' data
- Cause: Owner Extensions module not configured.
- Solution: Enable the Owner Extensions module and assign the correct owner to the 3PL user.
User cannot access a menu
- Cause: Role missing the required menu permission.
- Solution: Add the menu item to the user's role in AD configuration.
RF terminal login rejected
- Cause: User has no station role assigned for that station type.
- Solution: Assign the appropriate station role to the user.
14. Master Data & Configuration
Item cannot be received
- Cause: No reception profile assigned to the item.
- Solution: Assign a reception profile before creating any receipts for this item.
Location not offered in putaway
- Cause: Location is full, locked for putaway, in the wrong storage zone, or has a type/capacity mismatch.
- Solution: Check the full flag, lock types, storage zone configuration, and container type compatibility.
Cannot change FIFO/LIFO on a location
- Cause: Location is not empty.
- Solution: Empty the location completely before changing the FIFO/LIFO setting.
Lock not recalculating reserves
- Cause: Lock type has "Allow reserving" enabled.
- Note: Only locks with "Allow reserving" disabled trigger reserve recalculation.
Mixing error at reception
- Cause: Logistic profile "Allow mixing" set to No for a logistic attribute, and two different values are present in the container.
- Solution: Receive items in separate containers, or enable mixing in the logistic profile.
Days-of-life validation fails at shipping
- Cause: Stock end-of-life date < current date + required days specified on the SOR line.
- Solution: Ship with other eligible stock, or explicitly allow expired stock on the order if business rules permit.
Consolidation orders generated but no tasks created
- Cause: PK station not in "All Modes" or "Consolidation Only" working mode.
- Solution: Update the picking station working mode configuration.
Defragmentation tasks not generated
- Cause: No valid destination location found for any candidate container.
- Solution: Check zone configuration in strategies; verify putaway strategies are defined for target zones.
Related
- Parameters - Full parameter reference; values controlling most behaviors above
- ERP Interface - All ERP message types, fields, and error codes
- Transactions - Transaction codes for audit trail investigation
- Security - Role and permission configuration
- System Architecture - IIS pools, background jobs, infrastructure
- Quality Control - Stock status lock/unlock system
- AGV - Full AGV error code reference
- Pallet Shuttle - PS diagnostics and error handling