FAQ & Troubleshooting
This section brings together answers to the most frequently asked questions and troubleshooting guides for the four categories of common issues in SynkriaOps: sign-in and session problems, accounting errors, file import issues, and cases requiring support contact. Each guide is structured with the exact error message, the cause, and the solution.
An important distinction: many accounting errors in SynkriaOps are intentional. The messages “Debit ≠ Credit”, “Fiscal year closed” or “Validated entry — modification impossible” are not bugs — they are SYSCOHADA guards that protect the integrity of your accounting data in accordance with the SYSCOHADA 2019 revised standard. Understanding their cause will let you resolve them in under two minutes without contacting support.
If your issue is not covered by the guides below, contact support at support@synkriaops.com with the module concerned, the exact error message and the steps to reproduce the problem. The standard response time is 24 business hours for normal requests; production-blocking cases flagged with [URGENT] are handled with priority.
Error categories
Section titled “Error categories”| Category | Typical examples | Guide |
|---|---|---|
| Sign-in | Forgotten password, expired session, locked account | → Sign-in issues |
| Accounting | Debit ≠ Credit, fiscal year closed, immutable entry | → Common errors |
| Imports | Unrecognised format, duplicate, missing column | → Import issues |
| Support | Unlisted issue, anomaly, suggestion | → Contact support |
Available guides
Section titled “Available guides”Quick resolution — most frequent issues
Section titled “Quick resolution — most frequent issues”| Symptom | Quick fix | Detailed guide |
|---|---|---|
| ”Debit ≠ Credit” when entering an entry | Check that the sum of debits equals the sum of credits on the entry | Common errors |
| Reset email not received | Check spam folder, wait 5 min, then use “Resend” | Sign-in issues |
| CSV import fails | Download the CSV template from the import page and re-export | Import issues |
| ”Session expired” is displayed | Reload the page — automatic reconnection via 30-day cookie | Sign-in issues |
| A module is inaccessible | Your role may not allow access — contact the tenant ADMIN | Roles and permissions |
| PDF rejected by OCR | Check the file size (max 50 MB) and resolution (min 300 dpi) | Import issues |
Urgent issue?
Section titled “Urgent issue?”Send an email to support@synkriaops.com with the following information for a fast response:
- SynkriaOps version: visible in Settings → About
- Module concerned: e.g. Accounting → Journal entries
- Exact error message: copy and paste the text displayed on screen
- Steps to reproduce: describe the actions taken before the error occurred
- Screenshot: optional but strongly recommended
Include [URGENT] in the subject line if your operations are blocked — urgent requests are handled with priority and a target response time of 4 business hours.
Best practices before contacting support
Section titled “Best practices before contacting support”Before sending an email to support, the following steps resolve the vast majority of issues in under 5 minutes:
- Check the exact error message in the Common errors guide — 20+ cases documented with immediate solutions. 2. If the issue concerns sign-in, check Sign-in issues — the most frequent cases (reset email, expired session, locked account) are all covered. 3. If a module is inaccessible, check your role in Roles and permissions — your current role may not grant access to that module. 4. If the issue persists, reload the page and sign in again — some display problems are caused by a browser cache or an expired session token.