9 min read

Troubleshooting

Solutions to common issues with Flux Capture

This guide helps you resolve common issues with Flux Capture. If you don't find your answer here, contact support@fluxfornetsuite.com.

Document Upload Issues

File Won't Upload

Symptoms:

  • Error message when uploading
  • Upload appears stuck
  • File rejected

Solutions:

  1. Check file size - Maximum is 20 MB
  2. Verify file format - Supported: PDF, PNG, JPG, JPEG, TIFF
  3. Try a different browser - Clear cache or use incognito mode
  4. Check file isn't corrupted - Open file locally to verify

Upload Stuck at Processing

Symptoms:

  • Upload completed but processing never finishes
  • Spinning indicator for extended time

Solutions:

  1. Wait 2-3 minutes - Large files take longer
  2. Refresh the page - Check if document is already in queue
  3. Check queue for errors - Document may have failed
  4. Re-upload - If stuck more than 5 minutes

Permission Error on Upload

Symptoms:

  • "Permission Violation: You need a higher permission for custom record type Flux Document"
  • Error when trying to upload documents
  • User has permissions set but still gets error

Solutions:

  1. Update the bundle

    • This issue is fixed in the latest version
    • Navigate to Customization > SuiteBundler > Installed Bundles
    • Find "Flux Capture" and click Update if available

  2. For administrators (manual fix)

    • If you cannot update immediately, set the custom record access type:
    • Go to Customization > Lists, Records & Fields > Record Types
    • Find "Flux Document" and click Edit
    • Under "Access Type", select "No Permission Required"
    • Save the record
    • Repeat for "Flux Configuration" record type

  3. Verify File Cabinet permissions

    • Users also need File Cabinet access to upload documents
    • Ensure role has "Documents and Files" permission (View level minimum)

Extraction Issues

No Data Extracted

Symptoms:

  • Document processed but all fields empty
  • "No data found" message

Solutions:

  1. Check document quality

    • Is the scan clear and readable?
    • Is text (not just images)?
    • Are pages straight (not skewed)?

  2. Try different format

    • Convert image to PDF
    • Increase scan resolution to 300 DPI

  3. Check extraction provider

    • Verify provider is configured in Settings
    • Test connection to provider

Wrong Data Extracted

Symptoms:

  • Field values don't match document
  • Data in wrong fields
  • Garbled text

Solutions:

  1. For OCR errors

    • Source document may be poor quality
    • Correct the value (helps learning)

  2. For field mapping errors

    • Data extracted from wrong area
    • Correct to train the system

  3. For persistent issues

    • Try different extraction provider
    • Contact support with example document

Line Items Missing

Symptoms:

  • Some or all line items not extracted
  • Only header data present

Solutions:

  1. Check page limit settings

    • Line items may be on later pages
    • Increase max extraction pages in Settings

  2. Verify table format

    • Very unusual table layouts may not parse
    • Contact support for complex formats

  3. Multi-page tables

    • Tables spanning pages should merge automatically
    • If not, report to support

Vendor Matching Issues

Vendor Not Found

Symptoms:

  • "Vendor not found" anomaly
  • No vendor suggestions

Solutions:

  1. Check vendor exists in NetSuite

    • Search for vendor in NetSuite
    • Add vendor if new

  2. Check vendor name spelling

    • Invoice may use different name than NetSuite
    • Select correct vendor to create alias

  3. Review vendor settings

    • Vendor may be inactive in NetSuite
    • Activate or use different vendor

Wrong Vendor Matched

Symptoms:

  • Different vendor selected
  • Similar names confused

Solutions:

  1. Select correct vendor

    • Click vendor field and search
    • Correct selection creates learning

  2. Check for duplicate vendors

    • Merge duplicates in NetSuite
    • Clear learned aliases if needed

Fraud Shield Issues

Too Many False Positives

Symptoms:

  • Legitimate invoices constantly flagged
  • Same warning on most documents

Solutions:

  1. Adjust sensitivity

    • Go to Settings > Anomaly Detection
    • Disable checks causing false positives
    • Adjust thresholds where available

  2. For specific checks:

    Check If Too Sensitive
    Round amounts Disable (off by default)
    Amount outlier May need more history
    Stale date Adjust if vendors submit late
    Invoice format Disable if vendors change systems

Duplicate Not Caught

Symptoms:

  • Same invoice processed twice
  • Duplicate exists in NetSuite

Solutions:

  1. Verify checks enabled

    • Go to Settings > Anomaly Detection
    • Ensure duplicate detection is on

  2. Check invoice numbers

    • Slightly different numbers won't match
    • e.g., "INV-001" vs "INV001"

  3. Different vendors

    • Duplicates only check same vendor
    • Two vendors with same invoice number won't flag

Review Interface Issues

Document Not Displaying

Symptoms:

  • Left panel blank
  • "Unable to load document" message

Solutions:

  1. Refresh the page
  2. Clear browser cache
  3. Check popup blockers - Document viewer may be blocked
  4. Try different browser
  5. Re-upload document if file is corrupted

Cannot Save Changes

Symptoms:

  • Save button doesn't work
  • Error on save attempt
  • Changes lost

Solutions:

  1. Check required fields

    • All required fields must be filled
    • Look for red field borders

  2. Check session timeout

    • NetSuite may have timed out
    • Refresh and log in again

  3. Check permissions

    • You need edit rights to save
    • Contact administrator

Cannot Approve

Symptoms:

  • Approve button disabled
  • Error when approving

Solutions:

  1. Check for blocking anomalies

    • High-severity issues must be resolved
    • Dismiss or fix flagged items

  2. Verify required fields

    • Vendor must be selected
    • Required amounts must be present

  3. Check permissions

    • You need create vendor bill permission
    • Contact administrator

Transaction Creation Issues

Vendor Bill Not Created

Symptoms:

  • Approval succeeded but no transaction
  • Error after approval

Solutions:

  1. Check NetSuite directly

    • Search for vendor bill
    • May have created despite error message

  2. Review error message

    • Specific field validation failed
    • Address the noted issue

  3. Check vendor status

    • Vendor may be inactive
    • Vendor may have holds

Wrong Data on Transaction

Symptoms:

  • Vendor bill has different data than review
  • Fields missing or changed

Solutions:

  1. Check form configuration

    • Form in Settings may not match NetSuite form
    • Update form configuration

  2. Check field mappings

    • Extracted fields may map to wrong transaction fields
    • Review form configuration

Email Capture Issues

Emails Not Processing

Symptoms:

  • Forwarded emails not appearing
  • No documents in queue from email

Solutions:

  1. Verify email address

    • Double-check Capture email address
    • Copy fresh from Settings

  2. Check for bounce messages

    • Email may have been rejected
    • Look in sender's inbox

  3. View activity log

    • Settings > Email > View Activity
    • Check for errors

  4. Verify attachments

    • Emails without attachments are ignored
    • Attachments must be PDF or images

Attachments Not Extracting

Symptoms:

  • Email received but no documents
  • Only some attachments processed

Solutions:

  1. Check attachment format

    • Supported: PDF, PNG, JPG, TIFF
    • Unsupported formats are skipped

  2. Check attachment size

    • Max 20 MB per attachment
    • Large files may fail silently

  3. Embedded vs attached

    • Embedded images may not process
    • Attachments work better

License Issues

"License Required" Error

Symptoms:

  • Cannot access Flux Capture
  • License error message

Solutions:

  1. Check license key

    • Go to Settings > License
    • Verify key is entered correctly

  2. Refresh license

    • Click Refresh button
    • Wait for re-validation

  3. Check expiration

    • License may have expired
    • Contact sales to renew

  4. Contact support

    • Provide NetSuite account ID
    • We can verify license status

License Won't Validate

Symptoms:

  • "Validation failed" message
  • Cannot save license key

Solutions:

  1. Check for network issues

    • License server may be temporarily unreachable
    • Wait and try again

  2. Verify license key format

    • Copy fresh from email
    • Ensure no extra spaces

  3. Check account match

    • License is account-specific
    • Verify correct NetSuite account

Performance Issues

Slow Loading

Symptoms:

  • Application takes long to load
  • Queue takes long to populate

Solutions:

  1. Check queue size

    • Very large queues take longer
    • Archive old documents

  2. Browser issues

    • Clear cache
    • Disable extensions
    • Try different browser

  3. Network issues

    • Check internet connection
    • Try from different network

Processing Delays

Symptoms:

  • Documents stuck in "Processing"
  • Extraction takes very long

Solutions:

  1. Check queue volume

    • High volume slows processing
    • Wait for queue to clear

  2. Check document complexity

    • Large documents take longer
    • Multi-page invoices need more time

  3. Check provider status

    • Extraction provider may have issues
    • Try different provider if available

Getting Help

Before Contacting Support

Gather this information:

  1. NetSuite account ID
  2. User email/role
  3. Steps to reproduce the issue
  4. Any error messages (screenshot if possible)
  5. Document ID or filename (if applicable)

Contact Options

What Support Can Do

  • Diagnose account-specific issues
  • Reset learned data if needed
  • Adjust configurations
  • Escalate product bugs
  • Provide workarounds

FAQ

Can I undo an approval?

No, once approved, the vendor bill exists in NetSuite. Edit or void the transaction in NetSuite directly.

How do I delete old documents?

In the queue, select documents and click Delete. Or enable "Delete on success" in Settings to auto-clean.

Can multiple users work simultaneously?

Yes, Flux Capture supports concurrent users. Documents can be claimed to prevent conflicts.

Is there an API?

Yes, Flux Capture has a RESTlet API. Contact support for API documentation.

How long is data retained?

Document records remain until deleted. Completed documents can be automatically cleaned based on settings.

Can I export data?

Use NetSuite's saved searches on Flux Capture records, or contact support for export options.