6 min read

Troubleshooting

Common issues and solutions for Gantry Financial Suite

Getting Help

Before contacting support, check this guide for common solutions. If your issue isn't covered here, email support@fluxfornetsuite.com with:

  1. Your company name
  2. Description of the issue
  3. Steps to reproduce
  4. Any error messages (screenshots help)

Dashboard Issues

Dashboard Shows No Data

Symptoms: Dashboard loads but displays "No data available" or shows all zeros.

Possible causes and solutions:

Cause Solution
Date range is empty Select a date range that includes transactions
Data still loading Wait a few seconds; large accounts take longer
Permissions issue Verify your role has access to underlying records
Feature not enabled Some dashboards require specific NetSuite features

For specific dashboards:

  • Billable IQ: Requires Time Tracking feature in NetSuite
  • Procurement: Requires purchase orders in your workflow
  • True Cost: Requires time entries with associated projects

Dashboard Loads Slowly

Symptoms: Dashboard takes more than 30 seconds to display data.

Solutions:

  1. Narrow the date range — Analyzing 30 days is faster than 365 days
  2. Check transaction volume — Large accounts (100k+ transactions) need patience
  3. Disable sparklines — In Settings, turn off sparklines for faster loading
  4. Clear browser cache — Old cached data can slow performance

Charts Not Displaying

Symptoms: Charts show blank areas or error icons.

Solutions:

  1. Refresh the page — Browser rendering issues often resolve with a refresh
  2. Try a different browser — Chrome, Firefox, and Edge are fully supported
  3. Disable browser extensions — Ad blockers can interfere with chart libraries
  4. Check zoom level — Reset browser zoom to 100%

AI Advisor Issues

AI Advisor Not Responding

Symptoms: You type a question but get no response or an error.

Possible causes:

Cause Solution
API key not configured Go to Settings → AI Provider and enter your API key
API key invalid Verify your API key is correct and has credits
Rate limit exceeded Wait a few minutes and try again
Network timeout Check internet connection; try a shorter question

AI Gives Incorrect Answers

Symptoms: AI Advisor returns information that doesn't match your data.

Solutions:

  1. Be specific — "What's revenue for customer ABC Inc in Q3?" is better than "What's ABC's revenue?"
  2. Use exact names — Match customer/vendor names exactly as they appear in NetSuite
  3. Specify time periods — Include dates when asking about amounts
  4. Check the source — AI provides references; verify against the actual dashboard

AI Says It Can't Find Data

Symptoms: AI responds that it can't find a customer, vendor, or transaction.

Solutions:

  1. Verify the entity exists in your NetSuite account
  2. Check spelling and use the complete name
  3. Try the entity ID instead of name
  4. Ensure the entity has transactions in the selected date range

License Issues

License Not Activating

Symptoms: You enter the license key but it shows as invalid.

Checklist:

  • Key entered exactly as provided (no extra spaces)
  • Using correct environment (production vs sandbox)
  • License hasn't expired
  • Account ID matches the licensed account

If all checks pass, contact support@fluxfornetsuite.com.

"License Server Unavailable"

Symptoms: Error message about being unable to reach the license server.

Solutions:

  1. Check your internet connection
  2. Verify outbound HTTPS isn't blocked by firewall
  3. Wait — the 24-hour grace period allows continued use
  4. If persisting beyond 24 hours, contact support

Configuration Issues

Settings Not Saving

Symptoms: You change a setting but it reverts or doesn't take effect.

Solutions:

  1. Wait for auto-save — Most settings auto-save after a brief delay
  2. Click Save button — Some settings require explicit save
  3. Refresh the page — Verify the setting actually saved
  4. Check permissions — You may need admin rights for some settings

Configuration Reset Unexpectedly

Symptoms: Your custom settings reverted to defaults.

Possible causes:

  • Gantry was updated and migration failed
  • Another admin reset settings
  • Browser was using cached/old version

Solution: Reconfigure settings. Consider documenting your preferences for future reference.

Performance Issues

Gantry Won't Load

Symptoms: Blank page or perpetual loading spinner.

Solutions:

  1. Hard refresh — Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  2. Clear browser cache — Remove cached data for your NetSuite domain
  3. Try incognito mode — Rules out extension issues
  4. Check NetSuite status — Verify NetSuite itself is operational

Timeout Errors

Symptoms: "Request timed out" or similar messages.

Solutions:

  1. Reduce date range — Analyze smaller time periods
  2. Try during off-peak hours — Heavy NetSuite usage can cause timeouts
  3. Simplify the query — For AI Advisor, ask simpler questions
  4. Wait and retry — Temporary load spikes resolve themselves

Browser Compatibility

Supported Browsers

Gantry works best with:

  • Google Chrome (recommended)
  • Mozilla Firefox
  • Microsoft Edge
  • Safari (macOS)

Unsupported Browsers

Not recommended:

  • Internet Explorer (any version)
  • Outdated browser versions

Browser-Specific Issues

Chrome: Clear site data if charts malfunction Firefox: Disable strict tracking protection if data doesn't load Safari: Enable JavaScript if features don't work Edge: Use Chromium-based Edge (not legacy Edge)

Data Accuracy

Numbers Don't Match NetSuite Reports

Symptoms: Dashboard totals differ from native NetSuite reports.

Common reasons:

Reason Explanation
Date range differs Ensure you're comparing the same periods
Posting status Gantry may include/exclude pending transactions differently
Subsidiary selection Multi-subsidiary accounts may have different default views
Currency conversion Exchange rates may apply differently
Record filters Gantry may filter certain record types

Solution: Compare a specific transaction or customer to isolate the difference, then contact support if unexplained.

Data Seems Outdated

Symptoms: Recent transactions aren't appearing.

Solutions:

  1. Refresh the dashboard — Click refresh or reload the page
  2. Check transaction status — Only posted transactions may appear
  3. Verify date range — Ensure your range includes recent dates
  4. Wait for sync — Very recent entries may take a few minutes

Getting Support

If you can't resolve an issue:

  1. Email: support@fluxfornetsuite.com
  2. Include: Company name, issue description, screenshots, steps to reproduce
  3. Response time: Typically within 1 business day

For urgent production issues, note "URGENT" in your subject line.