Troubleshooting
This guide helps you resolve common issues in EZ Cloud.
Invoice Upload Issues
Upload Fails
| Symptom | Cause | Solution |
|---|---|---|
| "File too large" error | File exceeds size limit | Compress the PDF or split into smaller files. Limits: PDF 30MB, PNG/JPG 10MB, TIFF 500MB |
| Upload hangs or times out | Slow network connection | Try a smaller file or check your internet connection |
| "Unsupported format" error | File type not supported | Convert to PDF, PNG, JPG, or TIFF |
| Upload succeeds but invoice doesn't appear | Processing delay | Wait a few minutes; check the Invoices list for new entries |
Poor Scan Quality
| Symptom | Cause | Solution |
|---|---|---|
| Blurry or unreadable text | Low scanner resolution | Rescan at 300 DPI or higher |
| Skewed pages | Document not aligned in scanner | Rescan with document properly aligned |
| Dark or washed out images | Incorrect scanner settings | Adjust brightness/contrast settings |
| Missing pages | Pages stuck together or skipped | Check page count and rescan missing pages |
Data Extraction Issues
Supplier Not Recognized
| Symptom | Cause | Solution |
|---|---|---|
| Invoice assigned to wrong supplier | Similar supplier names | Manually select the correct supplier; system will learn |
| "Unknown Supplier" displayed | New supplier not in system | Add the supplier to your supplier list |
| Supplier name partially extracted | Unusual formatting on invoice | Correct the supplier field; system will improve |
Missing or Incorrect Data
| Symptom | Cause | Solution |
|---|---|---|
| Invoice number not extracted | Non-standard label on invoice | Manually enter and confirm; system learns the format |
| Wrong date extracted | Multiple dates on invoice | Select the correct invoice date field |
| Amount incorrect | Currency symbols or formatting issues | Correct the amount; verify decimal placement |
| Line items not extracted | Complex table layout | Manually add line items; extraction improves over time |
| Tax calculated incorrectly | Tax included in line totals | Use Calculate Taxes feature or manually adjust |
OCR Issues
| Symptom | Cause | Solution |
|---|---|---|
| Characters garbled or replaced | Unsupported font or language | Verify invoice uses a supported language |
| Numbers read as letters | Poor image quality | Request a clearer copy from supplier |
| Handwritten text not extracted | OCR cannot read handwriting | Manually enter handwritten information |
Login and Access Issues
Cannot Log In
| Symptom | Cause | Solution |
|---|---|---|
| "Invalid credentials" error | Incorrect email or password | Verify email address; use "Forgot Password" to reset |
| Account locked | Too many failed attempts | Wait 15 minutes or contact your administrator |
| "Account deactivated" message | Administrator disabled account | Contact your administrator to reactivate |
| No welcome email received | Email in spam or wrong address | Check spam folder; contact administrator to resend |
Access Denied
| Symptom | Cause | Solution |
|---|---|---|
| Cannot see certain invoices | Approval threshold limiting visibility | Invoices above your threshold are hidden; contact administrator |
| Menu options missing | Insufficient permissions | Request additional permissions from administrator |
| Cannot approve invoice | Invoice exceeds approval limit | Route to approver with higher limit |
| "Unauthorized" error | Session expired | Log out and log back in |
Approval Workflow Issues
Invoice Stuck in Queue
| Symptom | Cause | Solution |
|---|---|---|
| Invoice not moving to next stage | Missing required fields | Complete all required header and line item fields |
| Approval button disabled | Validation errors present | Review and resolve all validation messages |
| Invoice disappeared from queue | Another user processed it | Check History or All Invoices view |
| Delegated invoices not appearing | Out of Office not configured | Verify delegation settings in Profile |
Validation Errors
| Symptom | Cause | Solution |
|---|---|---|
| "Duplicate invoice" warning | Same invoice number and supplier | Verify if truly duplicate; mark as Not Duplicate if unique |
| "Amount mismatch" error | Header total doesn't match lines | Recalculate or adjust line items |
| "Missing PO" error | PO number required but not provided | Enter PO number or route as Non-PO invoice |
| "Supplier not approved" error | Supplier missing required setup | Contact administrator to complete supplier setup |
Email Integration Issues
Emails Not Processing
| Symptom | Cause | Solution |
|---|---|---|
| Invoices not arriving from email | Email integration disconnected | Contact administrator to verify email connection |
| Some emails skipped | No PDF attachments found | Ensure suppliers attach invoices as PDFs |
| Duplicate invoices from email | Same email processed twice | System typically prevents duplicates; contact support if persisting |
Performance Issues
Slow Loading
| Symptom | Cause | Solution |
|---|---|---|
| Pages load slowly | Large dataset or slow connection | Use filters to reduce data; check internet speed |
| Invoice detail takes long to open | Large PDF rendering | Wait for full load; consider smaller invoice files |
| Search results delayed | Complex search criteria | Simplify search; use specific filters |
Browser Issues
| Symptom | Cause | Solution |
|---|---|---|
| Features not working | Outdated browser | Update to latest Chrome, Firefox, Edge, or Safari |
| Display issues | Browser zoom or cache | Reset zoom to 100%; clear browser cache |
| Buttons unresponsive | JavaScript errors | Refresh page; try incognito/private window |
When to Contact Support
Contact EZ Cloud support if you experience:
- Consistent failures with documents within size limits
- Systematic extraction errors that don't improve with corrections
- Issues affecting multiple users
- Error messages not covered in this guide
- Integration or connectivity problems
Support Portal: support.ezcloud.ai Email: support@ezcloud.ai
Before Contacting Support
Gather the following information to help resolve your issue faster:
- Screenshot of any error messages
- Invoice or document causing the issue (if applicable)
- Steps to reproduce the problem
- Browser and operating system you're using