ERP Troubleshooting and FAQ
Start with your connector guide for ERP-specific requirements, settings, and write-back behavior. Use this page for problems shared across integrations.
Setup and Configuration
Where Do I Start?
Follow Setup and Verification, then the guide for your ERP. The customer enters credentials directly in Edge Services. Do not send credentials to MachineMetrics staff.
Operator Mapping
ERP-linked operators are mapped through My Apps → ERP Data Studio → Persons. An administrator with editing access can link an existing operator or create a MachineMetrics operator there with the ERP employee link. Creating a name only in Settings → Operators does not establish that link.
Use ERP Data Studio: Operator Mapping for the steps. Match the ERP employee ID exactly, including leading zeros.
Adding Operators in an ERP-Linked Setup
See Operator Mapping. If the person is missing, confirm the employee is active in the ERP, allow the connector to sync, and check employee filters with support. Manually adding a MachineMetrics person does not create an employee in the ERP.
Resource Mapping
For MES machines, use Record labor as and Schedule jobs as in MES Settings. These settings control labor attribution and which jobs appear in Dispatch Schedule. ERP Driven machines require an individual resource for labor attribution.
Job Tracking Mode Selection
ShopPulse-managed workflows send supported labor records to the ERP. ERP Driven workflows read activity recorded in the ERP. Availability and configuration depend on the connector. See Concepts and Data Flow and MES Settings.
Environment Configuration
Use the configuration table in your connector guide. Credential fields, filters, sync intervals, and retry settings are connector-specific. Do not apply one connector's variable names to another.
For Infor Visual, configure the connection using the following variables.
Example (Infor Visual):
VISUAL_DATABASE=<database_name>
DBCFG_PROVIDER=SQLSERVER
DBCFG_DATASOURCE=<sql_host>[\<instance>]/<database_name>
VISUAL_USERNAME=<username>
VISUAL_PASSWORD=<password>
VISUAL_SITE=<site_id>
WRITE_TO_VISUAL=<true/false>
Infor Visual: The connector ignores OLDEST_CLOSE_DATE. It imports released work orders plus those closed or cancelled in the last month. See the Visual connector guide.
Find the Right Guide
| Topic | Guide |
|---|---|
| Dashboard issues | Dashboards |
| Missing ERP employee | Add a Missing Person |
| Job management modes | Concepts and Data Flow |
| Part counts | Job Tracking |
| Machine activity and downtime | MES Operator Guide |
| Labor records and export | Labor Ticket Write-Back |
| Work order fields | Work Orders |
| ERP sync differences | Sync Timing |
| MES configuration | MES Settings |
| Schedule Intelligence | Production Schedule Intelligence |
| Reports and dashboards | Reports and Dashboards |
| Connector filters | Connector guides |
| Studio permissions | Access and Editing |
| API integrations | API Integration |
| Connection setup | Setup and Verification |
| Existing ERP employees | Link an Existing ERP Employee |
| Epicor Kinetic | Epicor connector guide |
| JobBOSS | Classic and JobBOSS² |
Troubleshooting
Work Order Issues
A work order exists in the ERP but is missing from MachineMetrics.
- Search for the work order in ERP Data Studio.
- If it is absent, check connector connectivity, read permissions, filters, and history windows.
- Confirm the order and operation statuses in the ERP. Eligibility varies by connector; some import recent closed orders as well as open orders.
- Review the ERP Error Log for the affected order and operation.
- Allow the configured inbound sync to finish, then check again.
The operation exists but operators cannot select it.
Check the operation's ERP resource, status, and closed date. Verify the machine's Schedule jobs as mapping in MES Settings and the job selection filters in the Operator View. Correct ERP-sourced values in the ERP.
A completed job is still visible.
Confirm that the operation is complete in the ERP and that its status and closed date have reached MachineMetrics. Check for pending labor, unposted transactions, or connector errors. Do not force a local correction without understanding whether the next sync will overwrite it.
Labor Ticket Sync Issues
Labor from MachineMetrics is missing in the ERP.
- Confirm the machine is using the intended job management mode.
- Follow the connector's Sync Behavior section to check when it sends labor. Some connectors support open tickets; others process closed tickets only.
- Confirm the ticket has the correct work order, operation, person, resource, and timestamps.
- Check ERP write permissions and write-back settings.
- Review the ERP Error Log for the ticket reference and timestamp.
- If the record reached an exchange table or an unposted ERP journal, check the ERP-side middleware or posting process.
Labor from the ERP is missing in MachineMetrics.
Confirm inbound labor import is supported and enabled for the connector. Verify the ERP recorded the activity, check resource and employee mappings, and review the Error Log. Job and labor data follows the ERP sync; live machine data is separate.
The log says "operator id not mapped."
Find the ERP employee ID in the error, then link the person to a MachineMetrics operator in ERP Data Studio. Preserve leading zeros. Verify the correction with a new ticket.
The log reports overlapping tickets.
Check the machine, employee, operation, and clock window for each ticket. Determine whether the overlap is intentional, a shift handoff, or a missed clock-out. Connector-specific proration and ERP Driven attribution rules differ; use the connector guide or contact support before deleting or changing legitimate labor.
Missed Clock-Outs and Overlapping Work
An operator was left clocked in overnight. What should I check?
Find the labor ticket and compare its clock window with the work actually performed. Check whether parts were made unattended before shortening any recorded work. For Visual, follow Manual Labor Ticket Adjustments, including closing an open ticket and entering its actual End time before saving. For other connectors, follow their correction rules. Review the associated operator run and production run separately. If the person's clock-in/out session is also wrong, review the Timesheet too.
Why does Setup appear while production is running?
On ERP Driven machines, compare the activity types and clock windows of all open labor tickets for the mapped resource. Include setup personnel, process techs, and overlapping shifts in that check. Use ERP Driven troubleshooting and the ERP Error Log to investigate the attribution. Ask support to check the specific tickets before treating the display as harmless or changing employee mappings.
Should process techs be mapped when they work alongside an operator?
Ask your SDM to review the intended labor attribution and the connector's overlap handling. Provide the affected employee IDs, resource, ticket types, and overlapping timestamps. Do not remove an employee mapping just to hide an overlap without checking how that change affects job and operator tracking.
What if an operator name includes an employee ID suffix?
Use the ERP employee ID to find the Person and inspect its linked MachineMetrics operator in ERP Data Studio. Follow Operator Mapping to link the correct records rather than creating another operator from the displayed name. Ask support to investigate duplicate-name or sign-in errors with both record references.
Should completing an order automatically end its production runs?
Check the work order operation's status, closed date, associated labor tickets, and connector logs. If a run remains active, record any open labor tickets and the completion timestamp before requesting a correction. For the operator's completion steps on ShopPulse-managed MES machines, see Submitting a Labor Ticket. Do not assume every connector closes runs in the same way.
Operator Correction Scenarios
For MES work, the correction path depends on whether a ticket has been submitted. Use ShopPulse on MES Machines for reassignment, splitting, merging, and submission. For submitted labor, check the connector's correction rules. Infor Visual supports specific corrections from MachineMetrics; changes outside those rules must be made in Visual.
For ERP Driven machines, correct the source record in the ERP. See Correcting Job or Labor Data.
API and Performance Issues
| Symptom | Checks |
|---|---|
| Authentication failure | Verify the endpoint, tenant/company, and credential validity in Edge Services. |
| Permission error | Compare the integration account's permissions with the connector guide. |
| Timeout or failed connection | Check the Edge-to-ERP network path and required ports. |
| HTTP 500 or repeated failures | Record timestamps and affected requests; check ERP health and review connector logs with support. |
| Slow sync | Check history windows, record filters, request limits, and ERP load before changing intervals. |
Retry counts and retry intervals vary by connector. Check its configuration rather than assuming every request is retried three times.
Error Log Behavior
Some historical errors remain visible after their cause is corrected. Check a new record to verify that the fix works, and distinguish an old log entry from a new failure. Retry handling depends on the connector.
ERP Data Studio
Use ERP Data Studio to inspect ERP records, link employees to operators, and check editing permissions. For clock-in/out sessions, see Timesheets.
ERP-Specific Guidance
Use the ERP Connectors overview for supported systems and setup guides. JobBOSS² supports both cloud and on-premises installations. The cloud and on-premises SyteLine connectors use different connection methods and permissions.
Minimum ERP Versions
Check these version requirements before setup. ERP product versions are separate from connector software versions. Confirm the exact ERP build, hosting model, and required API or database access with your ERP administrator and SDM.
| ERP | Version requirement | Setup details |
|---|---|---|
| Infor Visual | 7.1.2 or later recommended | Visual requirements. |
| Epicor Kinetic | 10.2.600 or later | Kinetic requirements. |
| JobBOSS² | v1 or later | JobBOSS² requirements, including the cloud or on-premises API path. |
| Infor SyteLine / CloudSuite Industrial | 2023.3.1.7 or later | Cloud requirements or on-premises requirements. |
| ECI ProfitKey | 8.1 or later | Contact your SDM for setup requirements. |
| ProShop | 5.2.7 or later | ProShop requirements. |
For ERPs not listed here, ask your SDM to confirm the supported version before setup.
Infor Visual Specific
Q: What makes the Infor Visual connector different from other ERP connectors?
Infor Visual has two unique capabilities not available in other connectors:
-
Automatic Indirect Labor Ticket Creation: The Visual connector can automatically create indirect labor tickets for time an operator is clocked in to MachineMetrics but not running a job, capturing non-productive time like meetings or maintenance. Unpaid breaks can be deducted from the employee's Visual shift schedule.
-
Labor Proration: When operators run multiple machines simultaneously, Visual can automatically split labor hours across operations based on configurable proration settings.
Configuration Variables Specific to Visual:
| Variable | Purpose | Options |
|---|---|---|
| LABOR_TICKET_PRORATION_TYPE | Controls how labor is split for multi-machine operators | HOURS, COST, or NONE |
| WRITE_TO_VISUAL | Controls write-back capability (replaces the older READ_ONLY) | false (read-only) or true (bi-directional) |
| VISUAL_ENTITY | Accounting entity ID | From dbo.ACCOUNTING_ENTITY.ID table |
Q: How do I configure labor proration for Infor Visual?
Labor proration determines how hours or labor cost are allocated across overlapping tickets. HOURS splits hours; COST preserves each ticket's full clock hours and splits labor cost.
The connector setting LABOR_TICKET_PRORATION_TYPE takes precedence and defaults to NONE. Visual's Multiple Jobs preference is a fallback only when no override is supplied to the proration request. Leaving the environment variable unset still selects the connector default; set HOURS, COST, or NONE explicitly for the intended behavior.
To inspect the fallback preference in Infor Visual:
- Log in to Infor VISUAL as SYSADM
- Navigate to Admin tab → Preferences Maintenance
- Go to System → System Management → User Preferences
- Select the MachineMetrics integration user
- Find the Barcode Labor Entry section
- Inspect the Multiple Jobs column:
- ProrateCost: Allocate labor cost while preserving clock hours
- ProrateHours: Split labor hours across overlapping tickets
To select the connector mode directly, set:
LABOR_TICKET_PRORATION_TYPE=HOURS # or COST or NONE
When to use each option:
| Proration Type | Best For |
|---|---|
| HOURS | Equal time distribution across concurrent operations |
| COST | Preserve full clock hours on each ticket and allocate labor cost |
| NONE | Do not prorate overlapping labor tickets |
Q: Why are labor tickets showing as "FAILED" for Infor Visual even though they appear in the ERP?
This is a known display issue specific to the Visual connector and typically does not indicate actual sync failure.
Common causes:
- Checkpointing issues — The connector retries already-succeeded tickets
- Failure queue population — The Visual integration may populate the failed queue even for successful syncs
- Timing mismatches — Status displayed before ERP confirmation received
How to verify actual status:
- Check the actual Visual ERP system to confirm tickets synced correctly
- Review ERP Data Studio for the operation's labor ticket history
- The displayed "FAILED" status may not reflect actual sync status
Resolution: This is a known issue being addressed. Check the actual ERP system rather than relying solely on the MachineMetrics status display.
FAQ
Where can I find Timesheets?
Open My Apps → ERP Data Studio → Timesheets. A Timesheet records a person's clock-in/out session, while a labor ticket records work on a job or activity. See Timesheets for viewing and editing steps and ERP sync behavior. Support for labor-ticket sync does not establish Timesheet sync support.
Who can edit ERP Data Studio?
In versions with the current role rules, Admin, Manager, Executive, and IT Admin users can add and edit records, including Timesheets. Other users have read-only access. General-record deletion requires IT Admin. Labor tickets have an additional account-level permission check for non-IT-Admin administrators. Not every field is editable. See ERP Data Studio permissions for details and deployed-version checks.
How often does data sync?
Use your connector's configuration table. Inbound sync, outbound sync, retries, and ERP posting can have separate schedules.
Can MES work without a live ERP connection?
A configured CSV/file-import path is documented in the MES Administrator Guide. On that path, labor stays in MachineMetrics. Confirm the configuration with your SDM.
Where are general MES workflows documented?
Use the MES Administrator Guide, MES Operator Guide, and ShopPulse on MES Machines. For scheduling, use Production Schedule Intelligence. For report delivery, use the Reports Guide.
Getting Help
Before Contacting Support
Gather the ERP product and version, affected work order and operation, ticket or employee IDs, timestamps with time zone, and expected versus actual results. Include sanitized error messages and recent configuration changes. Remove credentials from logs and screenshots.
Contact Options
Contact your SDM during onboarding or MachineMetrics Support for technical issues after onboarding. Work with your ERP administrator for ERP permissions, data corrections, and posting configuration.
ERP Connector Logs
| Environment | URL |
|---|---|
| Commercial | ERP Error Log |
| GovCloud | ERP Error Log |
You can also open ERP Error Log from My Apps when it is available for your account. Contact your SDM or MachineMetrics Support if you cannot access it.