459 lines
15 KiB
Markdown
459 lines
15 KiB
Markdown
# 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 |
|
|
|
|
---
|
|
|
|
**End of Exception Handling and Technical Support** |