Troubleshooting & Support
Fix blocked workflows and know what information to send Logentic Support.
By Max1 author25 articles
What to do when a SKU is in the wrong storage location or containerStop safely, collect evidence, and route SKU location or storage container mismatches without forcing risky inventory changes.
How storage locations, lots, and storage containers work together in LogenticUnderstand how SKU, location, lot, storage container, and tote codes relate before correcting warehouse state.
How supervisors should triage route, exception, and picking blockersSupervisor guide for route creation failures, exception triage, picking method confusion, and support escalation.
Common warehouse workflow blockers and how to report themAssociate guide for reporting blockers in picking, packing, replenishment, receiving, and inventory adjustments.
What does “Container is unavailable” mean, and what should I do?Understand and report a Container is unavailable blocker without guessing whether the tote, container, activity, or route is wrong.
What to do when a SKU, barcode, tote, or container scan does not workTroubleshoot rejected SKU, barcode, tote, product, bin, or route scan inputs without guessing the accepted code.
Why are my inventory quantities showing incorrectly or stuck in receiving/preparing status?Context Sometimes inventory quantities may appear incorrect in the system, with items showing as "in receiving," "in preparing," or "backordered" status when they shouldn't be. This can happen when: Items…
Why is my dashboard not loading or loading slowly?Context Users may experience issues where their dashboard appears to be buffering, loading slowly, or showing 404 errors. This can happen on various devices including computers, phones, and tablets. This…
How to contact Logentic SupportChoose the best way to contact Logentic Support and send the details we need to help with a blocker, bug, question, or feature request.
Manual Product Sync: Troubleshooting and Best PracticesThis article explains how product syncing works between Shopify and the system, common issues you may encounter, and best practices for managing product updates. How Product Syncing Works Currently, product…
Why are my routes slow to generate or not generating at all?Context When attempting to generate routes in the system, you may experience issues such as: Routes taking an unusually long time to generate (2+ minutes) Infinite loading/spinning when trying to…
Troubleshooting CSV Order Upload IssuesIf you encounter an error when trying to upload orders via CSV file, follow these troubleshooting steps to resolve the issue. Common Issues CSV upload errors typically occur due to…
Troubleshooting "There is already a picking route being generated" ErrorWhen generating picking routes, you may occasionally encounter the message "There is already a picking route being generated. Please wait and retry." Here's what you need to know about this…
Troubleshooting Shopify Order Fulfillment Sync IssuesIf orders that have been shipped in Logentic are not showing as fulfilled in Shopify, or tracking numbers are not syncing properly, there are a few common causes and solutions…
Troubleshooting Inventory Update DelaysSometimes inventory updates made through the Inventory Configuration Page may not appear immediately. This can happen when there are multiple pending inventory updates in the system. Common Symptoms Changes to…
Why can't I cancel an order that's in the packing stage?Orders cannot be cancelled once they have reached the packing stage. This is an intentional system design to protect both merchants and warehouse operations. Why is cancellation disabled during packing?…
Troubleshooting 404 Errors When Opening Pages in New TabsIf you encounter 404 "Not Found" errors when refreshing pages or opening links in new tabs, this is often due to browser caching issues. Here's how to resolve these errors:…
Troubleshooting Route Loading and Scanning Performance IssuesRoutes Not Loading If routes are stuck loading (spinning indefinitely) in the dashboard, try these troubleshooting steps in order: Clear your browser cache Restart your device If issues persist, contact…
Why am I seeing incorrect product details when searching by SKU?Context When searching for a product using its SKU number in the Merchant Dashboard's Inventory section, clicking on the "Details" button may occasionally display information for the wrong product. Answer…
Why am I being automatically logged out while working in the system?Context Users may experience unexpected automatic logouts while actively working in the system, even without switching devices or during periods of activity. This can be particularly disruptive as the logout…
Why does a merchant account keep going on hold automatically?Context When there are past due amounts in the Warehouse Management System (WMS) and no payment method is on file, accounts may automatically go on hold if certain SLA settings…
Why is my route picking activity running slowly or freezing?Context Users may experience performance issues during route picking activities, such as: Slow response times when scanning items or bins System not accepting scanned barcodes Screens freezing or buffering during…
How to Resolve "Limbo" Units and Inventory DiscrepanciesSometimes, you may notice discrepancies in your inventory or units that appear to be in a "limbo" state. This article will guide you through understanding and resolving these issues. Understanding…
How should I ask support questions in French?Quick answer Use this article to get faster support in French by sending the right warehouse details with the right terms. At a glance What you are doing What you…
What information should I send support when something is blocked?Quick answer Use this article to send support the right details the first time. At a glance What you are doing What you need Good result Contact us if Use…