Troubleshoot missing files and processing problems

Start with the company name, file reference, displayed message, and time. These identify the work more reliably than “the upload failed.” Members can investigate assigned companies; connection and configuration changes need an admin.

I cannot find the company or file

Check the selected company and firm, then clear list search and status filters. Check Purchases versus Sales, and the appropriate Documents or Workbooks view. Archived companies are under the archived company list; deleted files are excluded from normal lists.

A not-found page can also mean that the record is outside your access. Ask an admin to check shared assignments. Another admin cannot grant access to an owner-private company.

Drive shows no new files

Ask an admin to check the correct side's saved folder and use Test access. Your own Drive access does not establish the service account's access. The folder must be shared with the account named by Mendiola.

Check the last sweep, schedule, and next run in Manila time. Previously recorded Drive files are not new again just because a sweep is repeated. A deleted local item retains that deduplication history.

The file is held

Read the specific hold. A workbook can need supplier, account, tax, or arithmetic review. A sale document can need invoice versus customer-credit-note confirmation. A POS month can need missing readings, settings, or a review acknowledgement. Solve that issue rather than switching automatic sending on to bypass it.

Sent, but no draft is linked yet

An external request can still be settling. Revisit the file and inspect its send state. Do not upload another copy or repeatedly create a replacement transaction while the earlier request is unresolved.

If a draft exists in Juan but the link is missing, give the operator both references so the existing outcome can be reconciled. A timeout is not proof that nothing reached the books.

The Juan status is old

The displayed status is a synchronized snapshot. Check the last sync and connection error. An admin should verify the organization and key if the connection fails. Never paste credentials into chat or include them in screenshots.

A form says the page changed

Reload and reopen the action. Someone else may have changed a skill, period, query, or company setting, or you may have switched firms after opening the form. Repeating an older submission does not settle the conflict.

What to include when asking for help

Provide the workflow, company and item reference through an appropriate private channel, the exact error, the time, and what you expected. Include a screenshot only after checking it for sensitive data. Never include passwords, invitation links, API keys, or another client's information.