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Common Issues & Quick Solutions

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Kanban Card Display Issues

Problem: Kanban cards display “233”, “123” instead of “Douglas Fir 2x8 No.2&Btr”Solution:
  1. This occurs when procurement plans are created with incomplete product specifications
  2. Immediate Fix: Recreate the procurement plan with complete dimension, species, and grade information
  3. Prevention: Always fill out all product specification fields in the lumber plan form
Steps to Fix:
  • Navigate to the problematic sourcing request
  • Click “View Details”
  • Update the dimension, species, and grade fields
  • Save changes to display proper product names
Problem: Cards don’t show quote count, lowest price, or response timingRoot Cause: Cards only display analytics when quotes have been received and processedSolution:
  1. Ensure sourcing requests have been sent to suppliers
  2. Verify supplier email addresses are correct
  3. Check that suppliers have responded with quotes
  4. Confirm AI email processing is working (check validation queue)
Expected Timeline: Analytics appear within 1 hour of quote processing
Problem: Changes not reflecting on the dashboardSolution:
  1. Browser Cache: Clear browser cache and refresh the page
  2. Hard Refresh: Press Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)
  3. Session Reset: Log out and log back in
  4. Browser Compatibility: Ensure you’re using a supported modern browser

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Bulk Selection Issues

Problem: Bulk select enabled but no action buttons visibleRoot Cause: Actions only appear when selected cards have compatible statusesSolution:
  1. Check Card Status: Only select cards in the same status (all TO_SOURCE, all QUOTING, etc.)
  2. Mixed Status Handling: System shows actions valid for all selected cards
  3. Minimum Selection: Some actions require at least 2 cards selected
Compatible Combinations:
  • TO_SOURCE cards: “Send RFQs” action available
  • QUOTING cards: “Send Counter Offers” action available
  • NEGOTIATING cards: “Continue Negotiations” action available
Problem: System warns about multiple email threads in selectionExplanation: This prevents communication confusion with suppliersBest Practice:
  1. Group selections by supplier when possible
  2. Review thread warnings before proceeding
  3. Consider separate operations for different suppliers
  4. Use supplier-specific messaging when appropriate

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AI Processing Issues

Problem: Supplier emails not automatically processedTroubleshooting Steps:
  1. Email Address Verification: Ensure supplier email addresses are correct and current
  2. Spam Folder Check: Verify supplier emails aren’t going to spam
  3. Format Recognition: AI works best with standard quote formats
  4. Processing Queue: Check if quotes are pending in validation queue
Resolution Time: Most emails process within 15-30 minutes
Problem: AI misreads pricing or specifications from supplier emailsImmediate Action:
  1. Use the validation interface to correct errors
  2. Provide detailed feedback during validation
  3. Contact suppliers about unclear formatting
Long-term Improvement:
  1. Encourage suppliers to use consistent formats
  2. Share preferred quote templates with key suppliers
  3. System learns from your corrections over time
Problem: AI-generated emails need significant editingOptimization Steps:
  1. Update Preferences: Configure your communication tone and style preferences
  2. Use Custom Instructions: Provide specific requirements in instruction fields
  3. Build Template Library: Create reusable templates for common scenarios
  4. Review Settings: Check organization profile for accurate company information

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Performance Optimization

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System Responsiveness

Causes & Solutions:Large Data Sets:
  • Use filters to display fewer cards
  • Archive completed procurement plans
  • Organize by time periods
Browser Performance:
  • Close unnecessary browser tabs
  • Update to latest browser version
  • Clear browser cache regularly
Network Issues:
  • Check internet connection stability
  • Use wired connection if possible
  • Contact IT for network troubleshooting
Problem: Changes not reflecting across team membersSolution:
  1. Refresh Browser: Force page refresh for all team members
  2. Check Permissions: Ensure all users have appropriate access levels
  3. Clear Cache: Clear browser cache and reload application
  4. Contact Support: If issues persist, contact support with specific examples

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Mobile and Cross-Platform Issues

Common Issues:
  • Touch interactions not responding
  • Cards too small to read
  • Bulk selection difficult on mobile
Solutions:
  1. Use Tablet Size: Minimum 10” screen recommended for full functionality
  2. Portrait Orientation: Rotate to portrait for better card visibility
  3. Browser Settings: Ensure zoom level is at 100%
  4. Native App: Consider desktop application for complex operations
Supported Browsers:
  • Chrome 90+ (Recommended)
  • Firefox 85+
  • Safari 14+
  • Edge 90+
Unsupported:
  • Internet Explorer (any version)
  • Chrome/Firefox versions older than 2 years
If Using Unsupported Browser:
  1. Update to latest version
  2. Consider switching to Chrome for best experience
  3. Some features may not work correctly

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Data and Integration Issues

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Supplier Communication Problems

Verification Checklist:
  1. Email Address Accuracy: Double-check all supplier email addresses
  2. Spam Filters: Ask suppliers to whitelist your domain
  3. Email Delivery: Check if emails are bouncing back
  4. Backup Contacts: Ensure multiple contacts per supplier
Testing Email Delivery:
  1. Send test email from personal account
  2. Verify with supplier that emails are being received
  3. Check email server settings if using custom domain
Supported Formats:
  • PDF documents (preferred)
  • Excel spreadsheets (.xlsx, .xls)
  • Word documents (.docx)
  • Plain text and HTML emails
Unsupported Formats:
  • Scanned images (use OCR first)
  • Password-protected documents
  • Corrupted files
Optimization Tips:
  1. Request suppliers send quotes in PDF format
  2. Ask for structured pricing tables
  3. Avoid handwritten quotes when possible

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Database and Connectivity

Immediate Steps:
  1. Check internet connection stability
  2. Refresh the page and try again
  3. Switch to different network if available
  4. Clear browser cache and cookies
Persistent Issues:
  1. Contact IT department for network diagnostics
  2. Check firewall settings for application access
  3. Try accessing from different location/network
  4. Contact LumberFlow support with error details
Troubleshooting Steps:
  1. Browser Storage: Check if browser allows local storage
  2. Form Validation: Ensure all required fields are completed
  3. Session Timeout: Log out and log back in to refresh session
  4. JavaScript Errors: Open browser console to check for errors
Prevention:
  1. Save work frequently during long form sessions
  2. Avoid using browser back button during form entry
  3. Don’t navigate away during save operations

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Getting Additional Help

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Self-Service Resources

Help & Support

Access FAQ and getting started guides

User Guide

Comprehensive feature documentation

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Contact Support

Email: support@lumberflow.com Response Time: Within 24 hours Include in Your Message:
  • Specific error messages or screenshots
  • Steps you took before the issue occurred
  • Browser and operating system information
  • Urgency level (critical, high, normal, low)
Availability: Business hours (9 AM - 6 PM EST) Best For: Quick questions and immediate assistance Access: Through help page chat widget Average Response: Under 5 minutes during business hours
Available For: Critical system issues affecting business operations Hours: Emergency support available 24/7 for enterprise customers Process: Email first, then phone support will contact you if needed

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Escalation Process

1

Try Self-Service

Check FAQ and troubleshooting guides first
2

Contact Support

Email with detailed problem description
3

Follow-Up

Respond to support requests promptly
4

Management Escalation

For unresolved critical issues affecting business

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Prevention Best Practices

Regular Maintenance: Clear browser cache weekly and keep browsers updated
Data Backup: Export important procurement data regularly
Team Training: Ensure all users understand proper system usage
Avoid Workarounds: Contact support rather than using unofficial workarounds that could cause data issues
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