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Troubleshooting: ERP Integration Errors (Common Error Codes and Solutions)

Problem​

A document moves to Unable to Process status in Zudello, and an error message appears, often originating from your connected ERP system (e.g., Sage Intacct, MYOB Advanced, NetSuite, Xero).

Understanding ERP Errors​

These errors indicate that the ERP system rejected the attempt to create or update a record based on the data sent from Zudello. Resolving these usually involves correcting the data in Zudello and retrying the integration.

Common Error Messages and Solutions​

This list covers frequent errors. Specific error messages vary between ERPs.

Error: Invalid Subsidiary/Location/Department/Account Code: [Code]

  • ERP Examples: Sage Intacct, MYOB Advanced, NetSuite
  • Meaning: The code selected for the specified dimension (e.g., Subsidiary, Location) on the Zudello transaction does not exist or is inactive in your ERP system.
  • Solution:
    1. Verify the code exists and is active in your ERP.
    2. Ensure Zudello's dimension list is synced with your ERP (see Dimension Data Not Syncing).
    3. Open the document in Zudello, correct the coding on the header or relevant lines to use a valid, active code.
    4. Save the document.
    5. Retry the integration (e.g., by changing status or using a Quick Action).

Error: Invalid Supplier/Vendor/Customer ID: [ID] or Supplier/Vendor/Customer not found

  • ERP Examples: Sage Intacct, MYOB Advanced, NetSuite, Xero
  • Meaning: The Supplier/Customer linked in Zudello does not exist or is inactive in your ERP. This often happens if the record was created in Zudello but failed to sync to the ERP, or was deactivated in the ERP.
  • Solution:
    1. Verify the Supplier/Customer exists and is active in your ERP.
    2. Check if the external_id field on the Supplier/Customer record in Zudello matches the ERP's internal ID.
    3. If the record is missing/inactive in the ERP, create/reactivate it there first. Allow time for the sync to update Zudello (or trigger manually if possible).
    4. If the link in Zudello is wrong, correct the Supplier/Customer match on the transaction.
    5. Retry the integration.

Error: Invalid Item ID: [ID] or Item not found

  • ERP Examples: Sage Intacct, MYOB Advanced, NetSuite
  • Meaning: An item code used on a transaction line in Zudello does not exist or is inactive in your ERP's item list.
  • Solution:
    1. Verify the Item exists and is active in your ERP.
    2. Check if the external_id on the Item record in Zudello matches the ERP's internal ID.
    3. If missing/inactive in ERP, create/reactivate it there and wait for sync.
    4. If the wrong item is selected on the Zudello transaction line, correct it.
    5. Retry the integration.

Error: Period "[Date/Name]" is closed or Transaction date is not in an open period

  • ERP Examples: Sage Intacct, MYOB Advanced, NetSuite, Xero
  • Meaning: The date_issued or date_due of the transaction falls within an accounting period that is closed in your ERP.
  • Solution:
    1. Verify the transaction dates in Zudello are correct.
    2. Either:
      • Reopen the period in your ERP (consult your finance team).
      • Adjust the transaction date in Zudello to fall within an open period (consult your finance team regarding policy).
    3. Retry the integration.

Error: Duplicate Document Number or Transaction [Number] already exists

  • ERP Examples: Sage Intacct, MYOB Advanced, NetSuite, Xero
  • Meaning: Your ERP system already contains a transaction (e.g., Bill, Invoice) with the same document number for the same Supplier/Customer.
  • Solution:
    1. Search for the document number in your ERP to confirm the duplicate exists.
    2. If the Zudello document is genuinely a duplicate, Delete or Archive it in Zudello.
    3. If the Zudello document is unique but uses a number already taken in the ERP, either:
      • Modify the document_number in Zudello to make it unique (e.g., add a suffix like "-A").
      • Investigate and potentially void/delete the existing transaction in the ERP (use caution).
    4. Retry the integration.

Error: Transaction is out of balance or Debits do not equal Credits

  • ERP Examples: Sage Intacct, MYOB Advanced, NetSuite
  • Meaning: The underlying debits and credits generated for the transaction do not balance, often due to tax calculation discrepancies or incorrect GL account mapping.
  • Solution:
    1. Review the tax calculations and tax_included toggle in Zudello. See Tax Calculation Errors.
    2. Verify the GL accounts coded on the transaction lines are correct and appropriate for the transaction type.
    3. Check ERP tax configuration settings.
    4. This may require assistance from Zudello support or your implementation partner to diagnose the underlying mapping issue.

Error: Authentication Failed, Invalid Credentials, Connection Timeout, API Limit Exceeded

  • ERP Examples: All
  • Meaning: Issues with the connection or authentication between Zudello and your ERP.
  • Solution:
    1. Check the Zudello Status Page (status.zudello.com) for platform issues.
    2. Verify ERP system status (is it online?).
    3. Retry the integration later in case of temporary network issues or API limits.
    4. Contact Zudello support or your administrator to verify API credentials and connection settings if the problem persists.

Retrying Integration​

After correcting the data in Zudello, you usually need to manually trigger the integration again. Common methods:

  • Change the document status back to a pre-integration status (e.g., APPROVAL) and re-approve it.
  • Use a specific "Retry Sync" Quick Action button if configured.
  • Contact support/admin to manually trigger the integration.

Need Help?​

If you encounter persistent or unfamiliar ERP errors, contact Zudello support. Provide the Document UUID and the full error message.