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:
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:
- Check interface configuration
- Verify authentication information
- Test network connectivity
- Check interface logs
- Verify data format
- Contact interface provider
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 |
Method 1: Export via System
- Go to [System Management] → [Log Management]
- Select log type
- Set query conditions
- Click [Export]
- Download log file
Method 2: Access via Server
- [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:
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 |
End of Exception Handling and Technical Support
