Troubleshooting

Common issues and how to resolve them.

Here are solutions to common issues you might encounter when using Helium.

Check your credentials — Ensure you're using the correct email and password
Password reset — Use the "Forgot password" link on the login page
Account status — Your account may have been deactivated. Contact your administrator
Browser cache — Try clearing your browser cache and cookies

I can't see certain features

Permissions — Your role may not include access to that feature. Check with your administrator
Client selection — Ensure you've selected the correct client in the sidebar
User type — Client users only see the Client Portal; Company users see role-based features

Permission check

If a sidebar section or page is missing, it's almost always a permissions issue. Your administrator can check your assigned roles and add the necessary permissions.

Data and display issues

Search isn't returning expected results

Fuzzy vs. exact — Toggle between fuzzy and exact matching on pages that support it
Client filter — Check that you haven't filtered to a different client
Status filter — Some pages filter by status by default (e.g., Goods In shows only receivable POs)
Data entry — The search may not find records with typos or inconsistent formatting

Data seems out of date

Refresh the page — Press Ctrl+R to reload
Check real-time indicator — The "Real-time updates" badge confirms live data
Browser cache — Hard refresh with Ctrl+Shift+R to bypass cache
Multiple tabs — Changes in one tab should reflect in others automatically

Fulfillment issues

Can't generate shipping labels

Cartons sealed — All cartons must be sealed before label generation
Shipping provider — Ensure a shipping provider is configured with valid credentials
Provider environment — Check that you're using Production (not Sandbox) for real labels
Test connection — Test the shipping provider connection from the Shipping Providers page

Can't dispatch a consignment

All items packed — Every required item must be scanned into a carton
Carton weight — All cartons must have a weight specified
Shipping labels — For non-POS channels, labels must be generated first
Cartons sealed — All cartons must be sealed

Barcode scanner not working at Pack Station

Focus — Click into the scan input field
Barcode format — Ensure the barcode matches the expected SKU format
Item in consignment — The scanned item must be part of the current consignment
Quantity check — All required units may already be packed

Import issues

CSV import failing

File encoding — Use UTF-8 encoding
Column headers — Ensure the first row contains column names
Required fields — Check that required fields are present and populated
Data format — Dates, numbers, and other typed fields must be in the expected format
Empty rows — Remove any completely blank rows from the file

Getting more help

If these solutions don't resolve your issue:

Check the relevant documentation section for detailed guidance
Search the documentation using Ctrl+K
Contact your organisation administrator
For technical issues, reach out to Helium Systems support