# Exception Handling and Technical Support

## 1. Function Overview

This chapter provides solutions for common issues and channels for obtaining technical support to help users quickly resolve problems encountered during usage.

**Main Content:**

| Content | Description |
|---------|-------------|
| Common Issues FAQ | Answers to various common questions |
| System Error Code Explanation | Error codes and solutions |
| Troubleshooting Guide | Problem troubleshooting methods |
| Technical Support Contact Information | Channels for obtaining support |

## 2. Common Issues FAQ

### 2.1 Login Related Issues

**Q1: "Username or password incorrect"**

| Possible Cause | Solution |
|---------------|----------|
| Input error | Check if username and password are correct |
| Case sensitivity | Check if case sensitivity is enabled |
| Keyboard issue | Ensure Caps Lock is not enabled |

**Q2: "Account locked"**

| Possible Cause | Solution |
|---------------|----------|
| Multiple failed login attempts | Wait 30 minutes for automatic unlock or contact administrator |
| Account disabled | Contact system administrator to enable account |

**Q3: "No access permission"**

| Possible Cause | Solution |
|---------------|----------|
| Role not assigned | Contact administrator to assign permissions |
| Insufficient role permissions | Apply for higher permissions |
| IP restriction | Check if within allowed IP range |

**Q4: Forgot password?**

| Solution | Operation |
|----------|-----------|
| Self-service recovery | Click "Forgot Password" on login page, reset via email/mobile |
| Administrator reset | Contact system administrator to reset password |

### 2.2 Production Management Related Issues

**Q5: Cannot create work order?**

| Possible Cause | Solution |
|---------------|----------|
| Missing product BOM | First maintain product BOM |
| Missing process route | First maintain process route |
| Materials not available | Confirm sufficient material inventory |
| Insufficient permissions | Contact administrator to grant permissions |

**Q6: Work order cannot be released?**

| Possible Cause | Solution |
|---------------|----------|
| Materials not available | Check material inventory |
| Production line unavailable | Check production line status |
| Process route not maintained | Maintain process route |
| Planned date conflict | Adjust planned date |

**Q7: Reporting data cannot be saved?**

| Possible Cause | Solution |
|---------------|----------|
| Process not started | First execute start reporting |
| Data format error | Check input data format |
| Quantity out of range | Confirm quantity within allowed range |
| Session expired | Re-login |

### 2.3 Quality Management Related Issues

**Q8: Cannot add inspection items?**

| Possible Cause | Solution |
|---------------|----------|
| Inspection standard not maintained | First create inspection standard |
| Insufficient permissions | Contact administrator for authorization |
| Data format error | Check input format |

**Q9: How to handle defective products?**

| Handling Method | Description |
|-----------------|-------------|
| Rework | Return defective product to process for rework |
| Downgrade | Use at lower grade |
| Concession | Special release after approval |
| Scrap | Process scrap procedures |

**Q10: Batch traceability query returns no results?**

| Possible Cause | Solution |
|---------------|----------|
| Batch number input error | Verify batch number |
| Batch not included in traceability | Confirm if material is batch managed |
| Data not synchronized | Contact administrator to check data |

### 2.4 Equipment Management Related Issues

**Q11: Inspection task not generated?**

| Possible Cause | Solution |
|---------------|----------|
| Inspection standard not configured for equipment | Configure inspection standard for equipment |
| Date not in inspection cycle | Confirm inspection cycle configuration |
| Inspection standard not enabled | Enable inspection standard |

**Q12: How to report equipment failure?**

| Operation Step | Description |
|----------------|-------------|
| 1. Discover failure | Discover equipment abnormality |
| 2. Emergency assessment | Assess if emergency shutdown needed |
| 3. Submit repair request | Submit repair order in equipment management |
| 4. Repair processing | Wait for maintenance personnel |
| 5. Acceptance confirmation | Confirm after repair completion |

### 2.5 Warehouse Logistics Related Issues

**Q13: Cannot confirm receiving order?**

| Possible Cause | Solution |
|---------------|----------|
| IQC not completed | Complete incoming inspection |
| Batch number duplicate | Modify batch number |
| Location unavailable | Select other location |

**Q14: Inventory data inaccurate?**

| Possible Cause | Solution |
|---------------|----------|
| Documents not reviewed | Review related documents |
| Inventory differences | Perform inventory count |
| Data synchronization issue | Contact administrator to check |

**Q15: How to perform inventory count?**

| Operation Step | Description |
|----------------|-------------|
| 1. Create count sheet | Select warehouse and materials |
| 2. Execute count | On-site quantity verification |
| 3. Enter actual count | Input actual quantity |
| 4. Review differences | Review count differences |
| 5. Adjust accounts | Adjust inventory accounts |

### 2.6 System Operation Related Issues

**Q16: Page display incomplete?**

| Solution | Operation |
|----------|-----------|
| Clear cache | Clear browser cache |
| Change browser | Use recommended browser |
| Adjust zoom | Adjust browser zoom level |
| Check resolution | Ensure screen resolution meets requirements |

**Q17: Data export failed?**

| Possible Cause | Solution |
|---------------|----------|
| Data volume too large | Export in batches |
| Network issue | Check network connection |
| Insufficient permissions | Contact administrator for authorization |
| Format not supported | Change export format |

**Q18: Approval process cannot flow?**

| Possible Cause | Solution |
|---------------|----------|
| Approver not configured | Configure approver |
| Conditions not met | Check flow conditions |
| Approver not online | Remind approver |

## 3. System Error Code Explanation

### 3.1 Error Code Classification

| Error Code Range | Error Type | Description |
|------------------|------------|-------------|
| 1000-1999 | Basic Error | System basic errors |
| 2000-2999 | Permission Error | Permission-related errors |
| 3000-3999 | Business Error | Business logic errors |
| 4000-4999 | Data Error | Data validation errors |
| 5000-5999 | Interface Error | External interface errors |
| 9000-9999 | System Error | System internal errors |

### 3.2 Permission Errors

| Error Code | Error Message | Solution |
|------------|--------------|----------|
| 2001 | No access permission | Contact administrator to grant permissions |
| 2002 | Insufficient permissions | Apply for higher permissions |
| 2003 | Role not assigned | Contact administrator to assign role |
| 2004 | Session expired | Re-login to system |
| 2005 | IP restricted | Access within allowed IP range |

### 3.3 Business Errors

| Error Code | Error Message | Solution |
|------------|--------------|----------|
| 3001 | Data already exists | Check for duplicate creation |
| 3002 | Data does not exist | Check if data is correct |
| 3003 | Status does not allow operation | Confirm current status allows operation |
| 3004 | Quantity out of range | Adjust quantity within allowed range |
| 3005 | Business rule validation failed | Check compliance with business rules |
| 3006 | Related data does not exist | Check if related data is complete |
| 3007 | Data referenced | Remove data reference before operation |

### 3.4 Data Errors

| Error Code | Error Message | Solution |
|------------|--------------|----------|
| 4001 | Required field empty | Fill in required fields |
| 4002 | Data format error | Check data format |
| 4003 | Field length exceeded | Shorten input content |
| 4004 | Data type mismatch | Input correct data type |
| 4005 | Date format error | Use correct date format |
| 4006 | Code duplicate | Use unique code |

### 3.5 Interface Errors

| Error Code | Error Message | Solution |
|------------|--------------|----------|
| 5001 | Interface connection timeout | Check network connection |
| 5002 | Interface service unavailable | Contact interface service provider |
| 5003 | Interface authentication failed | Check interface authentication information |
| 5004 | Interface returned error | Check interface return information |
| 5005 | Data synchronization failed | Check data synchronization configuration |

### 3.6 System Errors

| Error Code | Error Message | Solution |
|------------|--------------|----------|
| 9001 | System busy | Retry later |
| 9002 | Operation failed | Retry or contact administrator |
| 9003 | Server error | Contact technical support |
| 9004 | Database error | Contact technical support |
| 9005 | Insufficient memory | Restart service or expand capacity |

## 4. Troubleshooting Guide

### 4.1 Login Failure Troubleshooting

**Troubleshooting Flow:**

```
Start
  │
  ▼
Login Failed?
  │
  ├─── Yes ───→ Check error message
  │                │
  │                ▼
  │          ┌─────────┐
  │          │ Error Code? │
  │          └────┬────┘
  │               │
  │    ┌─────────┼─────────┐
  │    │         │         │
  │    ▼         ▼         ▼
  │  Permission Business  System
  │  Errors     Errors     Errors
  │    │         │         │
  │    │         │         ▼
  │    │         │      Retry/Contact technical support
  │    │
  │Check user status/permissions
  │
  └─── No ───→ Troubleshooting complete
```

### 4.2 Performance Issues Troubleshooting

**Troubleshooting Items:**

| Check Item | Check Method | Normal Range |
|------------|--------------|--------------|
| CPU Usage | Task Manager | < 80% |
| Memory Usage | Task Manager | < 85% |
| Disk IO | Performance Monitor | < 70% |
| Network Latency | ping command | < 100ms |
| Database Connections | Check connection pool | < Maximum |
| Slow Queries | Check query logs | < 1 second |

**Common Performance Issues:**

| Issue | Possible Cause | Solution |
|-------|---------------|----------|
| Slow page loading | Network issue/High server load | Check network/Scale up |
| Slow operation response | Slow database query | Optimize indexes/Add resources |
| Slow report generation | Large data volume | Batch query/Optimize SQL |
| Slow batch operations | Processed one by one | Change to batch processing |

### 4.3 Data Issues Troubleshooting

**Data Consistency Check:**

| Check Item | Check Method | Handling |
|------------|--------------|----------|
| Inventory discrepancy | Count verification | Adjust after difference review |
| Batch traceability broken | Query traceability chain | Check data entry |
| Work order status abnormal | View work order logs | Correct status |
| Missing inspection data | View inspection records | Supplement data |

### 4.4 Interface Issues Troubleshooting

**Troubleshooting Steps:**

1. Check interface configuration
2. Verify authentication information
3. Test network connectivity
4. Check interface logs
5. Verify data format
6. Contact interface provider

## 5. Log Extraction Guide

### 5.1 Log Types

| Log Type | Storage Location | Usage |
|----------|-----------------|-------|
| Operation Log | /logs/operation/ | Track user operations |
| Error Log | /logs/error/ | Troubleshoot system errors |
| Interface Log | /logs/interface/ | Troubleshoot interface issues |
| Database Log | /logs/database/ | Troubleshoot data issues |
| Application Log | /logs/application/ | Troubleshoot application issues |

### 5.2 Log Extraction Methods

**Method 1: Export via System**

1. Go to [System Management] → [Log Management]
2. Select log type
3. Set query conditions
4. Click [Export]
5. Download log file

**Method 2: Access via Server**

```bash
# Access log directory
cd /opt/mes/logs

# View recent error logs
tail -n 100 error.log

# Search for specific keyword
grep "error" error.log

# Export logs for specific time period
grep "2026-04-10" error.log > error_20260410.log
```

### 5.3 Log Extraction Notes

- [Note] Log extraction may contain sensitive information, please keep confidential
- [Tip] When providing logs, please indicate the time range of the issue
- [Important] Extract logs during issue reproduction

## 6. Issue Reporting Guide

### 6.1 Issue Classification

| Issue Level | Definition | Response Time | Resolution Time |
|-------------|------------|---------------|-----------------|
| Urgent | System unavailable, business interrupted | 1 hour | 4 hours |
| High | Core function abnormal | 4 hours | 24 hours |
| Medium | General function abnormal | 8 hours | 72 hours |
| Low | Interface/experience issue | 24 hours | 1 week |

### 6.2 Issue Description Template

Please describe the issue using the following template:

```
[Issue Description]
1. Issue: Describe the problem encountered
2. Expected Behavior: Expected correct behavior
3. Actual Behavior: Actual error that occurred

[Environment]
- Module: xxx
- Page: xxx
- Browser: xxx
- OS: xxx

[Reproduction Steps]
1. 
2. 
3. 

[Error Information]
(Screenshot or text of error message)

[Attachments]
- Screenshots
- Logs
- Related data
```

## 7. Technical Support Contact Information

### 7.1 Regular Support

| Contact Method | Information |
|----------------|-------------|
| Service Hotline | 400-XXX-XXXX |
| Service Email | support@hfmes.com |
| Service Hours | Monday to Friday 9:00-18:00 |
| Emergency Phone | 138-XXXX-XXXX |

### 7.2 Online Support

| Channel | Description |
|---------|-------------|
| WeChat Work Group | Dedicated service group |
| Online Ticket | Submit technical support ticket |
| Remote Assistance | TeamViewer remote support |

### 7.3 Service Commitment

| Service Type | Commitment |
|--------------|------------|
| Response Time | 1 hour response for urgent issues |
| Issue Resolution | Provide solution within committed time |
| Service Attitude | Professional, patient, responsible |
| Information Security | Strictly protect customer data |

## 8. Version and Updates

### 8.1 Version Information

| Version | Release Date | Update Content |
|---------|--------------|----------------|
| v5.0 | 2026-04-10 | Initial release |
| - | - | - |

### 8.2 Update Subscription

**Subscription Methods:**

| Subscription Channel | Description |
|---------------------|-------------|
| System Message | View update announcements in system |
| Email Subscription | Subscribe to version update emails |
| WeChat Work | Join service group for notifications |

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**End of Exception Handling and Technical Support**