General Issues
Integration shows "Not Connected"
Causes:
- OAuth token expired and couldn't refresh
- Credentials were revoked in the external system
- External system is down
Solutions:
- Click Disconnect then Connect to re-authorize
- Check the external system's settings for revoked access
- Verify the external system status page
Sync shows "Failed" status
Steps to diagnose:
- Go to Settings > Integrations
- Click the integration card
- Check Sync History tab for error details
- Look for specific error messages
"Rate limit exceeded" errors
Causes:
- Too many API requests in a short period
- Batch operations triggering limits
Solutions:
- Wait 15 minutes before retrying
- Reduce batch sizes
- Contact support for rate limit increase
QuickBooks Issues
"Invalid grant" error
The refresh token has expired (100 days without use).
Solution: Disconnect and reconnect QuickBooks.
"Customer not found"
QuickBooks couldn't match the customer name.
Solutions:
- Verify customer exists in QuickBooks
- Check for exact name match (case-sensitive)
- Create the customer manually in QuickBooks first
"Business validation error"
QuickBooks rejected the transaction.
Common causes:
- Missing required fields
- Invalid account reference
- Inactive customer/item
Check Sync History for specific validation error.
NetSuite Issues
"Invalid login attempt"
Possible causes:
- Token was revoked
- User password changed
- Role was modified
- IP restriction
Solutions:
- Verify token in NetSuite > Setup > Users/Roles > Access Tokens
- Create new token if revoked
- Check role permissions
"Permission failure"
The role doesn't have required permissions.
Required permissions:
- Transactions > Invoice > Full
- Transactions > Vendor Bill > Full
- Lists > Customers > Full
- Lists > Vendors > Full
- Setup > REST Web Services > Full
INVALID_KEY_OR_REF error
Reference to an invalid record.
Common causes:
- Customer/Vendor doesn't exist
- Account is inactive
- Subsidiary mismatch
SAP Issues
"Session expired"
SAP Business One session timed out.
Demurly auto-reconnects. If persists, reconnect the integration.
"Company database not found"
Causes:
- Incorrect database name
- User lacks access to database
Verify exact database name in SAP B1 (case-sensitive).
CSRF token errors (S/4HANA)
Causes:
- Communication arrangement expired
- Technical user password changed
Verify communication arrangement in S/4HANA is active.
EDI Issues
997 Acknowledgment shows "Rejected"
Check AK5 segment error codes:
| Code | Meaning | Solution |
|---|---|---|
| 1 | Segment missing | Check EDI mapping |
| 2 | Element missing | Verify required fields |
| 3 | Invalid value | Check data format |
| 4 | Invalid date | Use CCYYMMDD format |
Trading partner not receiving messages
- Check Sync History for transmission errors
- Verify communication settings:
- AS2: Certificate validity
- SFTP: Credentials and path
- API: Endpoint URL and authentication
- Contact trading partner to verify receipt
Duplicate control numbers
ISA13 must be unique per trading partner.
Contact support to reset the sequence.
Webhook Issues
Webhooks not being received
- Verify webhook URL is correct in provider settings
- Check Demurly is accessible from provider's servers
- Review webhook_events table for received events
Signature verification failing
- Verify signing secret matches in both systems
- Check payload isn't modified in transit
- Ensure correct signature algorithm
Information to Provide
When contacting support, include:
- Integration type (QuickBooks, NetSuite, SAP, EDI)
- Error message (exact text)
- Timestamp of the error
- Demurrage record ID (if applicable)
- Screenshots of Sync History