Troubleshooting
Use this page to quickly locate troubleshooting guidance across the 3 Clicks Cloud platform. Each section below links to the relevant feature page where detailed resolution steps are provided.
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Order
Common issues when creating, importing, or managing orders.
| Issue | Where to Find Help |
|---|---|
| Required fields missing from order creation form | Order > Create |
| Component compliance validation blocking order sharing | Order > Create |
| Bulk order items not appearing in search results | Order > Create |
| Import template validation errors or skipped rows | Order > Import New Orders |
| Rows not updating during order import | Order > Update Existing Orders |
| Field rules or dropdown values not matching Site Settings | Order > Import Fields and Rules |
| Order definition fields not editable or missing | Order > Definition |
| Colour or pricing not displaying correctly | Order > Colours and Pricing |
| Style Tags column not visible on order | Order > Colour Quantity & Pricing |
| Specification tab missing or measurements not syncing | Order > Specification |
| Critical path milestones not appearing | Order > Critical Path |
| Order detail fields or dropdowns not working | Order > Details |
| Code generation or SKU issues | Order > Codes |
| Shipping origin or destination issues on orders | Order > Shipping |
| Custom fields not appearing or editable | Order > Custom Fields |
| Testing section or QA issues | Order > Testing |
Style
Common issues when creating, importing, or configuring styles.
| Issue | Where to Find Help |
|---|---|
| Style creation form missing required fields | Style > Create |
| Colour or pricing issues | Style > Colours and Pricing |
| Specification measurements or grade types not working | Style > Specifications |
| Critical path template not applying | Style > Critical Path |
| eCommerce markets or B2B publishing issues | Style > eCommerce |
| Style import validation errors or skipped rows | Style > Import New Styles |
| Rows not updating during style import | Style > Update Existing Styles |
| Style import field rules not matching Site Settings | Style > Import Fields and Rules |
| Spec import template issues | Style > Spec Import New |
| Spec import update rows being skipped | Style > Spec Import Update |
| Spec import field validation | Style > Spec Import Fields and Rules |
| Style detail fields or screenshots not working | Style > Details |
| Definition field configuration issues | Style > Definition |
| Code or barcode generation issues | Style > Codes |
| Custom fields not appearing | Style > Custom Fields |
| Related styles not linking | Style > Related |
| Inventory data issues | Style > Inventory |
| Sales order tab issues | Style > Sales Order |
| Packaging GTIN or dimension issues | Style > Packaging |
Component
Common issues when importing or managing components.
| Issue | Where to Find Help |
|---|---|
| Component import validation errors | Component > Import New |
| Component rows not updating during import | Component > Update Existing |
| Component import field rules | Component > Import Fields and Rules |
Shipping
Common issues when creating, tracking, or importing shipments.
| Issue | Where to Find Help |
|---|---|
| Shipment not appearing in the shipment list | Shipping > Overview |
| Container quantities not matching expected values | Shipping > Overview |
| Shipping numbers causing inconsistent search results | Shipping > Overview |
| Shipment import validation errors | Shipping > Import New Shipments |
| Shipment import field rules not matching Site Settings | Shipping > Import Fields and Rules |
| Rows not updating during shipment import | Shipping > Update Existing Shipments |
| Shipment creation dropdown or validation issues | Shipping > Create |
| Custom fields not appearing on shipments | Shipping > Custom Fields |
Costing
Common issues when creating or importing costings.
| Issue | Where to Find Help |
|---|---|
| Costing creation form issues | Costing > Create |
| Costing import template or currency issues | Costing > Import Type |
| Component costing calculations | Costing > Component Type |
Compliance
Common issues when creating or managing compliance records.
| Issue | Where to Find Help |
|---|---|
| Compliance creation issues | Compliance > Create |
| Compliance detail fields not editable | Compliance > Details |
| Corrective action plan issues | Compliance > Corrective Action Plan |
| Compliance critical path not applying | Compliance > Critical Path |
| License-type compliance issues | Compliance > License Type |
| Audit-type compliance issues | Compliance > Audit Type |
Claim
Common issues when creating or managing claims.
| Issue | Where to Find Help |
|---|---|
| Claim creation issues | Claim > Create |
| Claim detail fields not working | Claim > Details |
| Image upload issues on claims | Claim > Upload Images |
| Claim order linking issues | Claim > Order |
License
Common issues with license management.
| Issue | Where to Find Help |
|---|---|
| License creation issues | License > Create |
| License detail fields or royalties | License > Details |
| License overview or module access issues | License > Overview |
| License items or amendments | License > Items |
Sales Order
| Issue | Where to Find Help |
|---|---|
| Sales order detail fields not displaying correctly | Sales Order > Details |
Integration
Common issues with third-party integrations.
| Issue | Where to Find Help |
|---|---|
| Shopify sync not working or API errors | Integration > Shopify |
| API authentication failures (401, signature, clock skew) | API |
Supplier Portal
Common issues for supplier portal users and administrators.
| Issue | Where to Find Help |
|---|---|
| Supplier not appearing or invitation issues | Supplier Portal > Add Supplier |
| Supplier type configuration issues | Supplier Portal > Type Configuration |
| Critical path not displaying or updating | Supplier Portal > Manage Critical Path |
| Staff member access issues | Supplier Portal > Add Staff |
| File sharing or access issues | Supplier Portal > Files |
| Sample report generation issues | Supplier Portal > Sample Reports |
| Sample requirements visibility or sync issues | Supplier Portal > Sample Requirements |
Customer Portal
Common issues for customer portal users and administrators.
| Issue | Where to Find Help |
|---|---|
| Admin settings not accessible | Customer Portal > Administration |
| Account creation issues | Customer Portal > Create Account |
| Account detail update issues | Customer Portal > Manage Account |
| Company profile issues | Customer Portal > Company Details |
Search and Reports
Common issues with search, data management, and reporting.
| Issue | Where to Find Help |
|---|---|
| Search results not returning expected data | Search > Overview |
| Column management or view configuration issues | Search > Manage Data |
| Report generation or export issues | Reports > Overview |
| Admin report configuration | Reports > Admin |
Planner
Common issues when creating or managing planners.
| Issue | Where to Find Help |
|---|---|
| Planner creation form issues | Planner > Create |
| Planner detail fields not saving | Planner > Details |
| Style tab filters or data not loading | Planner > Style |
Support Tickets and AI Assistant
| Issue | Where to Find Help |
|---|---|
| Support ticket issues | Support Tickets > Overview |
| AI Assistant / Chatbot issues | AI Assistant > Overview |
Dashboard and Drive
| Issue | Where to Find Help |
|---|---|
| Chart not displaying data | Dashboard > Create Chart |
| File upload or management issues | Drive > Manage Files |
Multifactor Authentication (MFA)
Common issues with MFA setup and login.
| Issue | Where to Find Help |
|---|---|
| MFA setup or QR code issues | MFA > Setup |
| MFA login code not working | MFA > Login |
| General MFA questions | MFA > Overview |
Adobe Illustrator Plugin
Common issues when installing or using the Adobe Illustrator plugin.
| Issue | Where to Find Help |
|---|---|
| Plugin not appearing in Extensions menu | Adobe Illustrator Plugin |
| Login credentials not being accepted | Adobe Illustrator Plugin |
| Files not syncing between plugin and platform | Adobe Illustrator Plugin |
Site Settings
For Site Settings configuration issues, each settings page has its own troubleshooting section. Navigate to the relevant settings page from the Site Settings Overview and scroll to the Troubleshooting section at the bottom.