logisticaHQ Client Portal
Troubleshooting
Find the message or the problem you see in the first column, then read the likely cause and what to do. When the fix needs a change to your access or to an order, your warehouse can make it.
Signing in
| Symptom | Likely cause | What to do |
| "Invalid username or password, or the portal isn't enabled for your account." | The portal shows this one message for every refusal. Typical causes: a typing mistake, the address of another company, an account that has been switched off (for example after 10 wrong passwords within 15 minutes), or a portal that is not switched on for your company. | Check your user name and password. Click the eye button (Show password) to see what you typed. Make sure you use the address your warehouse gave you. Try once more. If it still fails, contact your warehouse. Do not keep trying: 10 wrong passwords within 15 minutes switch your account off, and only your warehouse can switch it back on. |
| "Sign-in failed. Please try again." | The portal could not reach the server. This is a connection problem. | Check your internet connection and try again. |
| You forgot your password | The portal has no self-service reset. The link Forgot your password? only shows the note "Passwords can't be reset on this page. Please contact your warehouse and they will reset it for you." | Ask your warehouse to set a new password. |
| "Your session has expired. Please sign in again." | Your sign-in ended. Sign-ins last a few hours at most and may end sooner when you are inactive. | Sign in again. Changes you had not saved are lost, so save your work as you go. |
| The sign-in page does not remember your password | Remember me on this device remembers only your user name, never your password. | Type your password each time. |
| The sign-in page is in the wrong language | The page uses the language you chose with the language button, or your company's default language. | Use the language button at the top of the sign-in page. |
More about signing in: Signing in and out.
Menus and access
| Symptom | Likely cause | What to do |
| "You don't have access to this section." | Your user does not have the access switch for this page, or for anything in the portal. | Ask your warehouse to turn on the access you need. Tell them which page you tried to open. |
| A menu item you expect is missing | Each menu item shows only when your user has its access. For example, Invoices needs the right to view Invoices, and Inventory detail, Bulk Inventory and Expiry need the right to view reports. | Ask your warehouse to give your user the access. |
| The banner "You have view-only access to this section. Contact your warehouse provider if you need to make changes." | You can look at this section but not change it. | Ask your warehouse if you need to make changes. |
| A button such as New order, New product, Import from Excel or Upload image is missing | The button needs the right to create or manage that item. View-only users do not see it. Upload image shows only with Manage Products. | Ask your warehouse for the access that you need. |
More about access: View only and Administer access.
| Symptom | Likely cause | What to do |
| "Nothing to show yet. Ask us to enable more of your portal to see KPIs here." | Your user can open the Dashboard but has no access to anything to show on it. | Ask your warehouse to turn on more access for you. |
| The stock figures are empty or show zero | The stock section of the Dashboard needs both the right to view Inventory and the right to view reports. | Ask your warehouse to turn on both. |
| No inbound figures, such as Open Purchase orders | The inbound panels need the right to create Purchase orders. The right to view Purchase orders alone does not show them. | Ask your warehouse if you need these panels. |
| "Not enough shipment data yet." under On-time shipments | Only shipped orders that have a required date count. | Nothing is wrong. The figure appears when enough shipped orders have a required date. |
| A chart shows "This screen was updated while it was open. Reload to get the new version. Nothing you saved is lost." | The portal was updated while your page was open. | Click Reload. |
| The panels are arranged differently on another computer | Your arrangement is saved in the browser you used, for your user. | Arrange the panels again, or click Reset layout. See Arranging the dashboard. |
| Symptom | Likely cause | What to do |
| A new order or purchase order shows the status Draft | Every order you create starts as Draft. Your warehouse releases it when it is ready to work on. | Wait for the warehouse to release it. If it stays Draft for longer than you expect, contact your warehouse. |
| You cannot change an order, and there is no Edit order button | You can change an order only while it is Draft or Unallocated and not on a truck load, and only if you have the right to place orders (Place outbound orders). | Ask your warehouse. They can still make the change for you. See Changing an order. |
| "This order is already being processed and can no longer be edited." | The warehouse has started working on the order. | Ask your warehouse to make the change. |
| "This purchase order is already being received and can no longer be edited." | The warehouse has started receiving the purchase order. | Ask your warehouse to make the change. |
| "Select a warehouse." or "Select a destination warehouse." | You did not choose a warehouse. It is the one required field. | Choose the warehouse and save again. |
| "Add at least one line with a product and quantity." or "Add at least one product with an expected quantity." | The order has no line with both a product and a quantity above 0. | Add a line with a product and a quantity. |
| The order has fewer lines than you typed | A line with no product, or with a quantity of 0 or empty, is left out when you save, without a warning. | Check the Lines on the order page. Add any missing line. |
| "Could not save the order: {0}" or "Could not save the inbound: {0}" | The server refused the save. The text after the colon says why. A common reason is a quantity that is not allowed: Products that are handled in whole units need a quantity of at least 1, with no fraction. | Read the text, fix what it names and save again. Your entries stay on the screen. |
| "Order not found." | The order does not exist, or it belongs to another company. | Go back to the list and open the order from there. |
More about orders: Sales orders and Order statuses.
| Symptom | Likely cause | What to do |
| A product is missing from the Products list | Discontinued Products are not listed. | Ask your warehouse if you need the product back. |
| You cannot change a product's tracking settings, such as Lot controlled, Serial controlled or Expiry controlled | These settings are fixed once the product has stock on hand or allocated, because they describe how that stock was received. | Ask your warehouse. They can still change the settings for you. |
| "Cannot upload, file exceeds maximum limit [5 Mb]" when you upload a product image | The image is larger than 5 MB. | Use a smaller JPG or PNG image, under 5 MB. |
| "SKU is required.", "Customer number is required.", "Vendor number is required." or "Name is required." | A required field is empty. | Fill it in and save again. |
| "Product not found." | The product does not exist, or it belongs to another company. | Go back and open it from the list. |
Excel imports
| Message | What it means | What to do |
| "Choose a file first." | You clicked Import without choosing a file. | Choose an Excel file and click Import again. |
| "Row {n}: missing Sku - skipped." (the same for CustomerCode and VendorCode), shown under Warnings | That row has no key value in its first column, so it was skipped. The number is the row in your sheet; the header is row 1. | Fill in the key and import again. Rows that were fine are not harmed. |
| "Import failed: {0}" with Row [n], Col [ColumnName]. Cannot convert [value] to [Decimal/Boolean]. | One cell has text where a number or a True/False value is expected. One bad cell stops the whole file and nothing is saved. | Correct that cell (use real numbers, and True or False) and import again. |
| "Import failed: Supplied file with size {n} bytes exceeds the maximum of 15728640 bytes." | The file is larger than 15 MB. | Split the file into smaller files. |
| A value you cleared in Excel is still there after the import | A blank cell keeps the value that is already saved. You cannot clear a value with an import. | Clear it on the item's page instead. |
| A product row was skipped | The product already has stock, and the row would change its lot, serial or expiry control or its unit of measure. The row is counted as skipped and listed under Warnings with the reason; the other rows still import. | Ask your warehouse to change those settings. |
More about imports: Importing and exporting with Excel.
Lists, filters and exports
| Symptom | Likely cause | What to do |
| A list shows fewer rows than you expect | A search or a filter is active. | Click Clear filters at the top of the list. |
| The Warehouse or Bin filter on the Inventory list misses some stock | Stock stored on an LPN is not matched by the Warehouse and Bin filters of the Inventory list, although the cells show them. | Filter the LPN column instead, or use the search box. |
| The export does not contain what you see | Export writes the rows that match your current filters and sort, in the columns that are visible. Export to Excel on the Master data lists writes the complete list. | Clear the filters and show the columns you need, then export again. |
| You need a file that is not Excel | Exports are Excel (.xlsx) files only. | Open the file in Excel and save it in the format you need. |
| A report seems to be missing rows | The reports show at most the first 10,000 lines, without a warning. Your warehouse can tell you the exact limit set for your account. | Narrow the report, or use the Inventory list, which is not cut this way. Ask your warehouse if you need the complete data. |
| A report is empty, or a page says "not found", when you expect data | The page could not load, which can look like an empty page. | Reload the page. If it happens again, contact your warehouse. |
| "This page could not be loaded" | Something went wrong while loading the page. | Click Try again, or use the menu to go somewhere else. |
| Symptom | Likely cause | What to do |
| You see no Invoices, or "Invoice not found." | You see only Invoices that your warehouse has posted, and your user needs the right to view Invoices. | Ask your warehouse whether the invoice is posted, and whether your user has the access. |
Language
| Symptom | Likely cause | What to do |
| You see English words in a Spanish screen | A label that has no translation yet shows in English. Dates and numbers always use the English style, such as Sep 24, 2026 and 1,234.50. | Tell your warehouse the label you saw, so that the translation can be added. |
Related pages
P4 Software
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logisticaHQ Client Portal