Common problems
Every how-to page in this manual ends with its own common problems. This page collects them in one place, grouped by task, with repeats merged. Each answer is short. Follow More to the page that explains it in full.
Error messages are shown in bold, word for word as ConsignTrak shows them.
Press Ctrl+F (or ⌘F on a Mac) and type a few words of the message you're seeing.
Anywhere in ConsignTrak
The button didn't do anything. — The first click only arms it. The button changes colour and asks you to click again. Click it a second time within a few seconds. Clicking elsewhere cancels it. More: Adjusting stock.
"Access denied", "Forbidden" or a "not allowed" page — Your role can't use that screen or button. Some buttons show to roles that can't use them, such as office buttons on a warehouse user's phone. Ask an Office user or Administrator, or ask your administrator to change your role. More: Finding your way around, Who sees what.
"Page not found" or "Order not found", "Item not found", "Customer not found" — The link is out of date, the record was removed, or it belongs to a supply partner your account can't see. Search the list for it. More: Finding your way around.
"Page out of date" — A form was open too long. Choose Reload page, fill it in and save again. More: Finding your way around.
"Something went wrong" — Try once more. If it happens again, tell your administrator what you were doing and when. More: Finding your way around.
My phone shows the desktop layout. — Open the account menu and choose View mobile site. More: Finding your way around.
A number on the dashboard doesn't match the list. — The dashboard counts only when it loads. Reload it. More: The dashboard.
Signing in and your account
"Invalid username or password" — Check Caps Lock and try again. The same message appears for a deactivated or locked account, so if you're sure of the password, ask your administrator. More: Signing in.
"Too many login attempts…" — Wait the time shown (up to 15 minutes), then try once more carefully. More: Signing in.
"Account locked due to repeated authentication failures. Contact an administrator." — Three wrong two-factor codes in a row lock the account. Only an administrator can unlock it. Waiting doesn't help. More: Two-factor authentication.
I've forgotten my password. — There's no email reset. Ask your administrator to set a new one. More: Signing in.
"This invite link is no longer valid…" — The link is over 72 hours old, used, or replaced. Ask the administrator to choose Resend invite. More: Signing in.
"That code didn't match. Try again." — Wait for a fresh code and type it promptly. If codes never work, set your phone's clock to automatic. More: Two-factor authentication.
I lost my phone, or got a new one. — Ask another administrator to choose Reset MFA on your user record, then set it up again. More: Two-factor authentication.
I was signed out in the middle of something. — Your session time ran out, or your password was changed. Sign in again. A form you hadn't submitted needs filling in again. More: Signing in.
Orders
"Supply partner, customer, and order date are required" or "Pick a customer from the search results before creating the order." — You typed a customer name but didn't click a result. Click the customer in the list. More: Entering an order.
"Warehouse allocation would drive on-hand negative…" — There isn't enough free stock. Check the open orders shown. To add the line anyway, tick the acknowledgement box and choose Add again. More: Entering an order.
"EXCEPTION — audit in progress: this item has an open pick exception…" — The warehouse has flagged this item. Check with whoever handles pick exceptions, or tick the box to add the line anyway. More: Entering an order.
"Invalid fulfillment split: warehouse + direct must equal qty ordered." — The two split quantities must add up to Qty Ordered. More: Direct ship and split fulfillment.
"Third-party payer is invalid for this customer…" or "Drop-ship location is invalid for this customer…" — It was switched off on the customer while you worked. Choose another one, or enter it as new. More: Entering an order.
"This Will Call order has no warehouse quantity to pick up…" — Every line ships direct, so there's nothing to collect. Change Freight Terms or add a warehouse line. More: Releasing an order.
I can't find the item on the order. — The search only lists the order's supply partner's active items. If the supply partner is wrong, cancel and enter a new order. More: Entering an order, Finding an item.
There's no Edit button. — The order has been released. Only its priority can change. Cancel it and enter a new one to change anything else. More: Editing and cancelling.
There's no Cancel button. — The order is shipped, closed or already cancelled. A shipped order can't be cancelled. More: Editing and cancelling.
I released the wrong order. — Cancel it. Its release numbers aren't reused. More: Releasing an order.
I can't find a cancelled order. — Cancelled orders have no tab. Choose All and search. More: Searching and filtering.
Searching a part number finds no orders. — The Orders search doesn't look at lines. Search by customer, PO or order number. More: Searching and filtering.
My order says Released but nothing's happening. — Look for a Picking tag in the list and Picking · started in the order's History. If neither, the warehouse hasn't started it. Check its priority. More: Order statuses.
The order is stuck on Partially Shipped. — A supply-partner-direct line hasn't been marked shipped. Mark it once the supply partner confirms. More: Order statuses.
"No direct-ship contact on file…" or "Contact has no email address on file." — Give a supply partner contact the direct_ship role and an email, or tell them another way and choose Mark notified (no email). More: Direct ship and split fulfillment.
"Direct portion already shipped." — Someone, perhaps the supply partner in the portal, already marked it. Reload the order. More: Direct ship and split fulfillment.
Customers
"Account number and name are required" — Fill in both. More: Customer records.
"A customer with this account number already exists" — The customer may already be on file, perhaps inactive. Search with the filter on All. If it's a new customer, add a suffix to the number. More: Customer records, Searching and inline create.
The customer doesn't come up in order entry. — It's probably inactive, or spelled differently. Search the Customers list with the filter on All, or try the account number. More: Searching and inline create.
I need to change an account number. — You can't. Create a new customer with the right number. More: Customer records.
"Please fix the following:" with a list of required fields — Fill in each listed field and save again. More: Drop-ship locations, Third-party freight payers.
A drop-ship location or payer isn't offered on the order. — Pick the customer first. Check it's active and belongs to that customer. More: Drop-ship locations.
A contact vanished from several records at once. — Someone chose Deactivate instead of Remove. More: Contacts and roles.
Inventory and items
"An item with this part number already exists for this manufacturer" — That supply partner already has the part, perhaps written with different dashes or spaces. Search for it instead. More: Creating and editing an item.
"No items found." — Nothing matches all your filters. Remove the Active: chips one at a time. Tick Include discontinued for discontinued items. More: Finding an item.
Available is negative. — More is promised to released orders than is on the shelf. Open View History to find where the balance went wrong, then fix it with a receiving, a count or an adjustment. More: Item detail.
"Please select an item", "Reason is required", "Quantity must be a non-zero number" — On an adjustment, click a match in the list, choose a reason, and type a whole number other than zero. Use a minus sign to remove units. More: Adjusting stock.
No Pricing card or price columns. — Prices are switched off for your warehouse. That's the default. More: Item detail.
Every line of an inventory check says Not found. — Put one item per line. More: Inventory check.
Locations
"Location code already in use" — Another bin, active or retired, has that code. Choose a different one. More: List, detail and edit.
"Cannot retire — location has stock on hand" — Relocate the stock first, then retire the bin. More: List, detail and edit.
"One of the rows asks for more stock than the source has…" — Someone may have picked from the bin since you opened the page. Reload and check Available. More: Relocating stock.
"aisle: range is reversed (from > to)" or "Too many locations…" — Type ranges smallest first, and create at most 5,000 bins at a time. More: Creating many at once.
Labels drift off the stickers down the page. — Print at Actual size or 100%. More: Printing bin labels.
A label won't scan, or opens "not found". — Check the label isn't damaged and the bin wasn't renamed or retired. Print a new one. More: Printing bin labels.
Receiving
"Failed to add line" — Usually the item belongs to a different supply partner. Check the manufacturer code in the search result matches the batch. More: Receiving a shipment.
"Lines can only be edited on draft batches" — The batch is Verified. Choose Revert to Draft first. More: Receiving a shipment.
"Qty passed + qty failed must equal qty received…" — Set Qty Failed between zero and the quantity received. More: Inspecting.
"Cannot post batch: one or more lines are still pending QC…" — Go back and inspect every line under Pending Inspection. More: Posting to inventory.
"A reason is required to void a batch" — Type a reason before choosing Void Batch. More: Posting to inventory.
"file is not a readable spreadsheet (.xlsx or .csv)" — Ask the supply partner for Excel or CSV, or open it in Excel and save as .xlsx. More: Spreadsheet import.
"Import session expired — please re-upload the spreadsheet." — The review waited over an hour. Upload the file again. More: Spreadsheet import.
A batch I'm working on shows as stuck. — Editing lines resets the clock. If the batch is simply big, ask an administrator to raise the threshold. More: Stuck receipts.
Picking, packing and shipping
"Cannot pack — order is blocked" or "Cannot release goods — order is blocked" — An open pick exception is waiting for the office. Resolve it, then try again. More: Pack verification, Will call.
"Check every line first" — The packer missed a line. Tick the rest and press Mark packed again. More: Pack verification.
"Add at least one box, or use Skip for office follow-up." — Enter a tracking number, or choose Skip — office follows up. More: Ship station.
"Tracking saved but shipment did not complete…" — Usually an open pick exception. Resolve it, then finish the shipment from Pending tracking. More: Ship station.
"Add at least one pickup photo above to confirm." or "Enter the customer or driver name to confirm pickup." — Take the photo and fill in Picked up by. More: Will call.
An order isn't in the pick queue. — It must be Released with at least one warehouse line. A started pick is under Resume — in progress. More: The pick queue from the office.
An order isn't in the ship queue. — It isn't packed yet, it's a will-call order, or a Ship via filter is hiding it. Choose All. More: Ship station.
An already-picked order still shows Start Pick. — Don't press it. It opens a second pick for the same order. More: The pick queue from the office.
A staging area stays amber with "needs clearing". — The order was cancelled after picking. Put the goods back, then choose Restocked. More: Staging areas.
There's no Print Release button, or no packing list card. — The order isn't released yet, or it ships entirely from the supply partner. More: Reprinting documents.
Shipment tracking
"Pick a carrier or enter a recognizable tracking number." — ConsignTrak couldn't tell the carrier from the number. Check it, then choose the carrier (or Other). More: Pending tracking.
The shipment isn't in the Pending tracking queue. — Only flagged shipments land there. Open the order and use Edit Tracking. More: Pending tracking.
A box is on the wrong order, or a number is mistyped. — Remove the box and add it on the right order's Edit tracking page. More: Multi-box shipments.
A "Reconciliation flag" row won't go away. — There's no way to clear it from the screen yet. Tell your administrator. More: Pending tracking.
Import rows say Unmatched, No batch or Error. — The order number on the label didn't match, the order isn't packed yet, or the reference was blank. Add those boxes by hand. More: Importing tracking.
UPS numbers show up late. — Give it a few minutes before adding the number by hand. More: Automatic carrier updates.
Pick exceptions and quarantine
"Pick a disposition before submitting." — Choose one from the list, then Resolve order block. More: The triage queue.
"This was already resolved — no change made." — Someone else resolved it first, or the picker undid it. More: The triage queue.
"This order can no longer be cancelled…" — The order went past the point of cancelling. Choose another disposition. More: The triage queue.
The warehouse flagged an order but the queue is empty. — Search for the order number. A search looks through every status. More: The triage queue.
An old short pick isn't listed for follow-up. — Very old short picks recorded no disposition, so they never appear. More: Follow-up flags.
The failed units aren't in quarantine. — The receiving hasn't been posted yet. More: Quarantine.
Cycle counts
"No items in this count." — No active item has a primary bin. Give items a primary bin and generate again. More: Running a count.
There's no count box on a line. — The batch is still a Draft (choose Start Counting), it's completed, or the line was already counted. More: Running a count.
I entered the wrong count, or approved a line by mistake. — A counted line can't be changed. Don't approve a wrong count. To undo an approved one, count the bin again and correct it with an adjustment. More: Reading variance.
The variance equals what was picked this morning. — The batch was generated before the pick. Don't approve it. More: Reading variance.
Documents and photos
"File type not allowed…" — Save the file as a PDF and upload that. More: Attaching files to an order.
"File exceeds maximum size (50 MB)" — Scan at a lower resolution, or split it into two files. More: Attaching files to an order.
"File contents do not match its extension." — Someone renamed the file. Open it and save it again in the right format. More: Attaching files to an order.
I can't find the file picker on my phone. — Phones take a photo with the camera instead. Attach existing files from a computer. More: Quarantine.
"Access denied" after deleting a file. — Only Office and Administrator users can delete files. More: The documents page.
Supply partners
"A manufacturer with this code already exists" — Another supply partner uses that code, perhaps inactive. Check the All tab. More: Creating and editing.
"Logo must be a PNG or JPG image." — Save the logo as PNG and upload it again. More: Creating and editing.
I don't see New supply partner or Edit. — Those are for Administrators only. More: Supply Partners.
"Email is required for consignor users (the invite link is emailed)" — Fill in Email for a Supply Partner user. More: Portal access.
"date range exceeds maximum of 366 days" — Run the activity report for a year or less. More: The activity report.
An order shipped this month isn't on the activity report PDF. — The PDF picks orders by order date. It's on last month's report. More: The activity report.
A supply partner can't edit items, or sees customer codes instead of names. — Those are the defaults. More: Portal behaviours without a switch.
Spreadsheets
Long numbers show as 1.23E+05. — Download the XLSX file instead of CSV. More: Exporting customers and contacts.
The export has more rows than the list showed. — Most downloads ignore the search and filters. More: Reports & exports.