Troubleshoot Common Issues in Inventory HQ

When something in Inventory HQ does not behave as expected, use this guide to find the symptom, identify the likely cause, and apply the fix. Issues are grouped by the module they affect so you can jump straight to the relevant section.

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General

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The dashboard is showing all zeros

This is expected if no data has been entered yet. Add locations, inventory, and jobs first. If data does exist but still shows zero, check that the Dashboard filter is set to a time range that covers it.

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I cannot see certain menu items in the sidebar

Your role restricts access to those modules. Ask your administrator to review Users > Roles & Permissions. Note that some permissions are location-scoped, so you may be able to reach a module but see nothing in it if you have no locations assigned.

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Inventory

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My bulk material import failed

Almost always an out-of-date template. Check the following:

• Re-download the template fresh. It is generated from your account, so an old download may be missing units, categories, or locations you have since added.
• Only use values from the dropdowns. If a unit, category, or location is not listed, it has not been set up in the app yet. Add it first, then download a new template.
• Check all required columns are filled. SKUs are mandatory and must be unique across all locations.
• Remove special characters from name and SKU fields.
• Try a smaller batch of five to ten rows to isolate the row causing the failure.

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Low stock alerts are not showing

Set a Minimum Stock Alert value on the material. Alerts only trigger when current stock falls to or below that threshold, so an item with no threshold set will never appear. If alerts show in the app but not by email, check the toggle in your profile (section 14.2).

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My stock count is negative

This is the intended flag for a physical count that did not match the system, usually from a pull made at zero stock. Do not correct it by editing the quantity. Run a physical audit on that location so the correction is recorded with a reason. See section 15.

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Jobs

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I cannot select a location when creating a job

No warehouses or service trucks exist yet, or none are assigned to your user. Add a location, or ask your administrator to assign you one.

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Materials are not showing in the Pull Material dropdown

Select a location first, since materials are filtered by location. If none appear, that location has no stock of anything. Check that inventory was added to the right warehouse or truck.

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I assigned materials but stock did not change

That is correct behaviour. Assign Material is a planning action only. Run Pull Material to actually move the stock. See section 4.4.

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I cannot return the right quantity

Returns are full units against the batch the material was pulled from. If you are trying to return a partial, use the process in section 3.5 instead: restock it as a new, proportionally priced item.

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The same job appears twice

A duplicate normally means the job was entered by hand and then synced in from the CRM as well. Confirm which record has the material pulls against it, keep that one, and delete the empty duplicate. To prevent it, let the integration create jobs rather than entering them manually.

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Equipment

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Equipment shows as Assigned but the job is complete

The item still needs to be returned through Equipment Requests > Return Requests. Once the return is processed and approved, status updates to Available.

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Users & Access

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A user cannot log in

Check their status in the Users page. If it shows Inactive, click Edit and set it to Active. Confirm the email address is entered correctly, since it is the login.

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I deleted a user by mistake

Deletion is a soft delete. Check the Deleted Team Members tab, where the record and its history are retained.

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I have reached my user limit

Go to Billing & Subscription and click Upgrade limits to purchase additional seats, or use Change Plan to move up a tier.

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Integrations

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Jobs are not syncing from my CRM

Check that the connection is still authorised in Connect CRM, and that the job has actually reached the stage configured as the sync trigger. A job sitting one stage short of the trigger will not appear.

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Material costs are not appearing in my CRM

The write-back happens when the job is audited and closed, not at pull time. Confirm the job has been through Ready to Audit and approved, and that the write-back field is mapped.