Troubleshooting & FAQ

Quick answers to the things people most often hit. Each question links to the full guide if you need more.

Access & billing #

Why is a feature greyed out or asking me to add a module? #

That feature belongs to a module your plan doesn't currently include. Knowledge ERP is modular — enable the module from Account & Billing and the feature unlocks.

I can't add another user #

Each plan tier has a seat cap (Starter, Growth, Business allow progressively more). You've hit yours — free up a seat or move to a higher tier. See Users, Roles & Permissions.

Why can a customer-facing feature work without the Sales module? #

The customer/contact directory is shared across customer-facing modules, so Inventory, Appointments, Rentals, and Loans can attach to a customer without the Sales module. Sales transactions (orders, invoices) and the CRM pipeline still require Sales.

Inventory & equipment #

Why can't I add this unit to a sales order? #

The Product's usage type is Returnable (equipment), which can't be sold through a sales order — equipment goes out via loans or rentals. Only Consumable Products can be sold.

Equipment shows as unavailable when I try to loan or rent it #

Availability is shared between loans and rentals, so a unit reserved or out on one can't be promised to the other for overlapping dates. Check its current loan/rental, or pick a different window.

How do I sell a piece of equipment? #

If you genuinely want to sell it (not loan/rent it), change that Product's usage type to Consumable — then it can go on a sales order.

A reorder suggestion looks too high or too low #

Suggestions are driven by the unit's average daily usage, vendor lead time, and your safety stock / reorder settings. Adjust those on the unit and the suggestion updates. See Smart Reorder Suggestions.

Finding things #

Where do I search — for a record, or for the instructions? #

Both go in the same box. The top-bar search in the app returns your matching records first, grouped by what they are, and then a Help & documentation group at the bottom with up to five pages from this manual. If you were looking for a customer and typed their name, the customer is still the first thing you see; if you typed "cycle count" hoping for the how-to, the guide is a couple of lines further down.

Documentation results are the same for everyone — they're these public pages, not anything from your account — and they aren't filtered by the modules on your plan, so you can read up on a feature before enabling it.

Printing #

Print put a PDF in my Downloads folder instead of printing it #

It shouldn't any more. Print — on a loan agreement, rental agreement, quote, sales order, invoice, purchase order, customer return, vendor return or customer statement — opens the document in a new tab with your browser's print dialogue over it, rather than sending it to your Downloads folder.

If the dialogue doesn't open, your browser has declined to open it for you. The document is still there in the tab: the Print button in that tab's toolbar opens the dialogue, and so does Ctrl+P (Cmd+P on a Mac) once you have clicked into the document itself.

If the tab shows an empty panel instead of the document, your browser is refusing to display a PDF inside a page — a setting some browsers have, and some workplaces set for everyone. Use Open the document in that tab's toolbar, which takes you straight to the PDF outside the frame, or Download PDF.

I want the file, not the printer #

Use Download PDF. It sits beside Print on the record's page, and also in the toolbar of the print tab, so you can change your mind after opening it. The two produce the same document.

Fixing mistakes #

I made a change by accident — can I undo it? #

Usually, yes. Most tracked actions can be undone from the record's change history, and because related edits are grouped, undo reverts the whole action. See Change History & Undo.

API & webhooks #

My API request returns 403 Forbidden #

Three gates must all pass: your plan must be Growth or Business (Starter has no API access), your subscription must include the module you're calling, and your token must be permitted for it ({module}:read for GET requests, {module}:write for changes). The shared customer directory needs any customer-facing module. See API: Getting Started.

My API request returns 429 #

You've exceeded your plan's rate limit. Back off and retry; higher tiers allow more requests per minute.

My webhook isn't arriving, or the signature doesn't match #

Check the delivery log for the attempt and response. If signatures don't match, recompute sha256= + HMAC-SHA256 of the raw request body with your webhook's secret and compare the result to the full value of X-Webhook-Signature (which is sent as sha256=<hex>). Also confirm the webhook is active and subscribed to that event. See Webhooks.

Integrations #

Gmail or Outlook isn't syncing #

Email sync needs OAuth client credentials configured in the provider console (Google Cloud / Azure AD) with the redirect URIs pointed back at Knowledge ERP, and the account connected. See Email Sync.

Versions #

Which version am I running? #

Add /version to your site's address — https://yoursite.knowledgeerp.com/version — and you'll get back the release, with no sign-in needed:

{"release":"v1.30.0","environment":"production"}

You'll also see it filled in for you, in the Version you saw it on box, when you open a support ticket. Leave it as it is unless you're reporting something you saw on a different version.

"release":null means that copy of the app can't name a release. Usually that's because it wasn't built from one — a preview or a test environment — which isn't an error. On a live site it's worth mentioning to support, because it means the app couldn't read a release number. Either way support can still help; there's just no release number to quote.

The docs version doesn't match my app, mobile, or API version #

That's expected. The web product, the API, and the mobile app are versioned independently — the version switcher shows the web product version only. The mobile guide notes its separate version, and the API contract (v1) moves on its own slow cadence.