--- title: "Troubleshooting article" canonical: "https://knowledgebase.leasectrl.com/space/LC2/1252458979/Troubleshooting%20article" format: markdown --- # **Common errors:** **Q: “Failed to fetch”** A: Our API is down, please create a ticket or give maxgeo offices a call to check on status.   **Q: Buttons are greyed out** A:Some features are locked down via tier, to access this upgrade your licencing by contacting our sales team.   **Q: Red error alerts** A:Submit a support ticket with a screenshot of the issue to our service desk. Make sure to provide any information possible. **Q: Session Expired** A:This can sometimes happen when the cookie for the session becomes outdated. Just re-log back in using your username/password and it will fix the issue. Though if this happens at a first log in, please create a support ticket so we can get it looked at. **Login & Authentication** **Q: How do I log in?** A: You can log in using either the Authenticator app or email-based authentication. Both methods are supported. **Q: Can I reset my password?** A: Yes. Go to your profile → “Reset Password.” **Q: What happens if too many users try to log in?** A: If all user seats are in use, additional users will be blocked. An admin will receive a notification/pop-up and can kick users if needed via the Users Panel. --- **Users, Roles & Licences** **Q: What’s the difference between Admin and User licences?** A: - **Admin Licence** → Named seat (one person per licence, cannot be shared). - **User Licence** → Concurrent seats (e.g., 3 licences = any 3 people can log in at once from list of users). **Q: How do I add a new user?** A: Go to **Administration → Users → Add New**. Enter their email and assign them a licence (Admin or User). They’ll get an email invitation. Make sure they create an account to access the application. **Q: Can I restrict what a user can see?** A: Yes. Roles define visibility. For example, you can remove access to Financials or restrict users to a specific locality (e.g., PNG). --- **Tenements & Agreements** **Q: How do I add a new tenure?** A: You can: 1. Add manually. 2. Import from the GLMS global database. 3. Import via CSV template (bulk load). **Q: What’s the Agreements module used for?** A: To track joint ventures, access agreements, or other legal arrangements. If not relevant, you don’t need to use it. **Q: Can I link agreements and tenements?** A: Yes. From the **Relationships tab** in Tenure Summary, you can link tenures to other tenures or agreements. --- **Financials & Reporting** **Q: How does rent calculation work?** A: Rent is auto-calculated based on configured rates (per hectare, per block, etc.). You can configure different rules in **Rent Configurations**. **Q: Can I calculate minimum expenditure automatically?** A: Yes. Expenditure configurations let you set rules (e.g., $100 per hectare). The system calculates commitments automatically. **Q: Can I use my local currency (e.g., PGK)?** A: Not yet, but it’s on the roadmap. For now, currency defaults to system settings. **Q: Can I generate expenditure reports?** A: Yes. The system pulls financial transactions into expenditure reports. Currently, integration with **Xero** is in progress; manual entry is also possible. --- **Actions & Alerts** **Q: What are required vs irregular actions?** A: - **Required** → Auto-generated based on licence type/config (e.g., annual rent). - **Irregular** → Manually triggered (e.g., ad-hoc tasks like emailing local government). **Q: What are action completion types?** A: - Standard (basic details) these populate tables within the tenures with data - Rent - Expenditure - Expiry - Area Change - Rates **Q: Can actions trigger follow-on actions?** A: Yes. Completing one action (e.g., compulsory surrender) can auto-create another (e.g., surrender report). **Q: What happens if an action falls on a public holiday?** A: Configurations allow actions to be shifted backward or forward, depending on compliance rules. --- **Documents & Data Management** **Q: How do I upload documents?** A: From Tenure or Agreement Summary, drag-and-drop a file (max 10 MB) or link via URL (e.g., SharePoint). **Q: Can I export data to GIS?** A: Yes. Tenures can be exported as **Shapefile or KML**, including all attribute data. This requires the client to be an Enterprise tier users. **Q: Can clients upload their own shapefiles?** A: Currently, shapefiles can be provided to the LeaseControl team for upload. A client upload feature is planned. --- **Customisation** **Q: Can I add custom fields?** A: Yes. Use **Field Definitions** in Administration to add custom columns (text, number, date, true/false). **Q: Can I rearrange Tenure Summary tabs?** A: Yes. Tabs (e.g., Actions, Documents, Comments) can be dragged and reordered per user preference. Q: How do I change the date formatting A: The date formatting is taken from your browser locale/language. If your browser is set to English (US) date formatting would be MM-DD-YYYY etc. So pleas ensure your browser language/locale is correctly set and reload Leasecontrol to set it right. --- **Troubleshooting & Known Issues** - **Currency support**: Multi-currency not yet live; planned for future release. - **Expiry date changes not always updating actions**: A bug was identified during testing; fix in progress. - **GIS in countries not Australia or Canada**: Not yet connected to other datasets. - **My grid is blank**: Check if this table is populated by an action completion, if its one of the following: Rent, Expenditure, Rates, Area History, these are populated by an action that has a completion process. Meaning unless you complete the action, the data will not appear here. Rent is populated by the Rent Action completion process, Expenditure is populated by the Expenditure completion Process, Rates by the Rates completion process and clicking the button in a tenure summary for change tenure area, or by completing an action with an Area Change.