Troubleshooting
Resolve common Oxiom Invoice Processing issues with root-cause guidance, error code references, and clear escalation paths.
Common issues and resolutions
Invoice upload fails
Likely cause: Unsupported file type, oversized attachment, or unstable network connection.
Recommended action: Confirm the file is PDF, JPEG, PNG, or TIFF, reduce file size if needed, and retry from a stable network.
Invoice remains in Received status
Likely cause: Background processing has not completed.
Recommended action: Refresh the queue and escalate if the invoice does not move after the expected processing window.
Duplicate warning appears
Likely cause: The system detected matching supplier, invoice number, amount, or date information.
Recommended action: Review prior records before approving and document any override reason.
Missing supplier match
Likely cause: Vendor master data may be incomplete.
Recommended action: Verify supplier records, update aliases if appropriate, and reprocess.
Approval route is incorrect
Likely cause: Workflow rules may not align with entity, amount, or coding values.
Recommended action: Check routing logic, coding, and threshold configuration.
Approver cannot access invoice
Likely cause: Role or entity permissions may not include the record.
Recommended action: Confirm the user role, scope permissions, and assignment path.
Search returns no results
Likely cause: Filters may be too narrow or indexing may still be in progress.
Recommended action: Clear restrictive filters, search by alternate fields, and retry.
Saved search disappeared
Likely cause: The view may have been renamed, deleted, or created under another profile.
Recommended action: Check personal and shared saved searches, then recreate if needed.
Export is incomplete
Likely cause: Date ranges, filters, or permissions may be limiting the result set.
Recommended action: Verify export criteria and role access before rerunning the report.
Status cannot move to Approved
Likely cause: A required validation, approval, or exception step is still open.
Recommended action: Review invoice history and exception panels to find the blocker.
Payment-ready queue is empty
Likely cause: Approved invoices may still await downstream validation or posting prerequisites.
Recommended action: Confirm final approval is complete and review any ERP blockers.
Dashboard metrics look outdated
Likely cause: A refresh may be needed or an aggregation job may still be running.
Recommended action: Refresh the dashboard and compare against invoice worklists.
API request is rejected
Likely cause: Authentication, rate limits, or payload validation may have failed.
Recommended action: Review API key scope, request structure, and error code guidance.
Session times out unexpectedly
Likely cause: Security policy or inactivity thresholds may be expiring sessions.
Recommended action: Sign in again and ask an administrator to review session settings.
Audit history is missing an action
Likely cause: The action may not have been committed, or permissions may limit visible history.
Recommended action: Refresh the invoice record and confirm role access.
SSO login fails
Likely cause: Identity-provider configuration or user provisioning may be out of sync.
Recommended action: Confirm SSO settings, assigned groups, and user status with IT.
Error code table
| Code | Meaning | Resolution |
|---|---|---|
| OX-1001 | Upload rejected | Confirm supported format and retry with a valid invoice file. |
| OX-2004 | Supplier match not found | Review vendor master data and invoice supplier details. |
| OX-3002 | Approval routing failed | Validate workflow thresholds, assignments, and coding fields. |
| OX-4003 | Export blocked | Check permissions and downstream integration availability. |
| OX-5001 | Unexpected processing error | Retry once, gather invoice details, and escalate if the error persists. |
Escalation path
Start with the guidance above. If an issue affects production processing, gather invoice IDs, user impact, and time of occurrence before contacting support. Standard requests should be sent by email, while enterprise-critical incidents should use the priority phone channel listed in the support hub.