Troubleshooting Guide

Common Issues and Solutions

1. Documents Stuck in PENDING Status

Symptoms

• Documents remain in PENDING status for extended periods (>5 minutes)
• OCR callback never received

Possible Causes

• OCR Service Unavailable: External service is down or unreachable
• File Format Issues: PDF/image not properly supported by OCR service
• Callback URL Problems: OCR service cannot reach callback endpoint

Diagnostic Steps

• Check logs on the EvaDocs OCR Service. There should be a entry log and an exit request log
• Check logs on the SAT platform to confirm if the callback was registered
• For emails, check log_email_integration_client_syncs table in the sat_clients database

2. Product Matching Failures

Symptoms

• Products not automatically matched after document processing
• High percentage of unmatched items requiring manual intervention
• Incorrect product assignments

Possible Causes

• Product Catalog Issues: Product codes don't exist in database OR the product itself does not exist on SAT
• OCR Extraction Errors: Codes extracted incorrectly from document
• Search Index Problems: Full-text search index confidence needs to be adjusted

Solutions

• Customers who want 99%+ accuracy have to either configure product bar codes or configure product bar codes against a customer account so that there is direct matching

3. Email Integration Not Working

Symptoms

• LPOs from configured emails not appearing in system
• Email sync status showing errors
• Attachments not being processed

Possible Causes

• Misconfigured Email Configuration: Customer might be forwarding with email address that has not been configured on the Portal system.
• Outlook Token Generation: Outlook's token lasts for a few months and requires logging into the evadocs account through a specific link. Hit the link https://admin.solutechlabs.com/api/v1/azure-email-integration/generate-auth-url and it will open the MS Outlook login page. Login into the page and your token gets regenerated after this. Outlook APIs will continue working.

4. Real-time Updates Not Working

Symptoms

• Document status changes not appearing in real-time
• Users need to refresh page to see updates
• WebSocket connection errors

Possible Causes

• Pusher Configuration: Invalid API keys or cluster settings
• Authentication Problems: WebSocket authentication failing. This might be issues with Pusher account or no payment to the Pusher acocunt.