Skip to main content

Troubleshooting

Common issues and how to fix them. Each entry has two parts: The problem and The fix.

When stuck, always start with Sync Log — double-click the failed row's Response payload, and WMS's exact error is usually right there.

I ticked a picking note but it didn't go to WMS​

The fix:

  1. Confirm Start Sync is ON (the button shows "Stop Sync"). If it shows "Start Sync", click to enable.
  2. Confirm you clicked Sync Now and clicked Yes in the confirmation dialog. Just ticking doesn't auto-push.
  3. Wait 30 seconds, watch the WMS Stage column.
  4. Still nothing? Look at the footer: it should be ✓ Connected. If it says API unreachable, the backend service is down — Solution Provider's job.
  5. Check Sync Log, filter Type = ORDER_CREATE — any red ✗? Double-click for the error.

Picking note push reports "Item not found on WMS"​

The fix:

  1. Go to Item Code Sync.
  2. Search for that item code.
  3. Tick the Sync column, click Sync Now.
  4. Wait for Sync Status = S (success).
  5. Back to Picking List Sync, tick the failed picking note, click Retry Failed Picking Notes.

Item sync fails with "Item Type not found"​

The fix:

WMS BAS doesn't have that Item Type in its category list.

  1. Go to Item Code Sync, click Item Type Sync... at the top-right.
  2. In the dialog, click Sync Now (with confirmation).
  3. Wait for all Item Types to push (status = S).
  4. Back on the main page, use Retry Failed Items to retry the items that failed earlier.

PO push fails, status stuck at 'Failed'​

The fix:

Since v1.6.4, AsnCreateWorker doesn't auto-retry failed POs (to prevent hammering WMS).

  1. Go to Sync Log, filter Type = ASN_CREATE for your PO, double-click for the Response error.
  2. Fix the cause (item not on WMS, wrong warehouseCode, payload data issue, etc.).
  3. Back on PO → ASN Sync, Ctrl + Click the Failed POs, click Retry Failed PO Pushes.
  4. Click Yes in the confirmation.

I cancelled a picking note but WMS still shows "Received"​

The fix:

  1. Cancel is processed asynchronously by CancellationWorker (polls every 10 seconds). Wait one minute.
  2. Still there? Check Sync Log, filter today + Type = ORDER_CANCEL. Any red ✗? Double-click for the WMS rejection reason.
  3. Common rejection: order is already in Shipped stage — can't cancel.

WMS Stage stuck at Received, never moves to Picking​

Possible causes + fix:

  1. Outbound mode misconfigured on WMS: warehouse address, carrier route, packaging mode incomplete. Error message is usually "出库模式配置异常" (outbound mode configuration error). Solution Provider needs to coordinate with the WMS team.
  2. Insufficient inventory: WMS is waiting for stock. Ask the warehouse, or check PO → ASN Sync for unreceived POs.
  3. Order manually paused on the WMS UI: ask the warehouse admin to check that specific order.

Plugin opens slowly / Picking List loading hangs​

The fix:

If the plugin window or data refresh takes 30+ seconds, the picking note tables may be too large and worker SQL is locking them.

  1. Check whether the footer shows API unreachable — the service may have crashed.
  2. Upgrade the API to v1.6.4 or higher — schema M009 automatically adds the perf index that fixes this.
  3. Still slow? Solution Provider should look at SQL Server resources or lock contention.

The fix: the backend Windows Service that talks to WMS isn't running. Restart it (Solution Provider task):

sc start WmsSyncHubApi

Footer shows "⚠ Mismatch"​

The fix: the WMS Sync Hub plugin and the backend API are on different versions.

  • API side: open the About dialog, click Check for Updates to auto-upgrade.
  • Plugin side: ask Solution Provider to install the latest .app.
  • Once both align on the same version, the footer turns green.

"Auto-sync new" looks ticked but doesn't seem to work​

This is a global setting, not per-user. Everyone using WMS Sync Hub against this AutoCount account book sees the same state.

Diagnostic order:

  1. Someone else turned it off: ask colleagues if anyone toggled it recently. Any user's change affects everyone.
  2. The window is still loading: while data is loading, the toggle may show its default temporarily. Wait for "⏳ Loading..." to disappear, then re-check.
  3. Ticked but nothing happens: confirm Start Sync is ON. Auto-sync new ticked + Start Sync off = WMS Sync Hub doesn't push anything.

A PO has two GRNs in WMS (duplicate)​

Fixed since v1.6.3: every ASN webhook now checks for an existing GRN (including manual ones) before creating a new one.

For duplicate GRNs caused by older versions:

  1. Manually cancel one GRN in AutoCount (keep the correct one).
  2. Upgrade the API to v1.6.3 or higher.

Sync Log too big, DB growing​

The fix:

  1. Auto-cleanup is already running (every hour, clears payloads older than 90 days, keeps rows).
  2. To clean now: go to Sync Log, press Ctrl + Alt + 0, pick a date range + Type, click Clear Payloads.
  3. To fully delete old rows: same dialog, click Delete Rows (red, hard delete, use cautiously).
  4. To adjust retention: same dialog, Auto-clear payloads after [N] days. 0 = disable auto-cleanup.

Bulk PO push reports "URI string is too long"​

Fixed since v1.6.2 — a single PO with 1000+ lines now works. If you still hit this, confirm the API is on v1.6.2+.