Troubleshooting

This appendix provides causes and solutions to issues that can occur when you navigate Distribution SX.e.

The Smart Help application is not available in the Context Apps panel

Cause: While Smart Help is automatically provisioned for all CloudSuite Distribution tenants, a security role on your Infor Ming.le user record determines whether you can access Smart Help.

Solution: Your administrator must add the SmartHelpUser security role to your user record in Infor Ming.le User Management.

See the Smart Help Administration Guide on docs.infor.com.

Content is not displaying on the My Content tab in the Smart Help application

Cause: If the Training Materials content does not display, your company might not be licensed for the Infor User Adoption Platform (UAP). If training materials are generally available, training material might not be available for the screen that is open.

If the My Documents content does not display, your company's content was not added to Smart Help through Infor Document Management, or it was added incorrectly.

Solution: For information about the availability of UAP content in Smart Help, contact your administrator.

For My Documents content to display, an administrator must configure Infor Document Management to work with Smart Help. Each documents must be associated with the correct screen id for the associated screen.

Training Materials and My Documents content in the My Content tab are optional.

See the Smart Help Administration Guide on docs.infor.com.

Changes to the user interface are not displayed

After Distribution SX.e is upgraded to a new version, you cannot view the changes that are included in the upgrade.

Cause: The cached files that are stored by your web browser are from a previous version of Distribution SX.e. You cannot view the upgraded version of Distribution SX.e because your browser uses the outdated cached files to load the application.

Solution: Clear your browser cache. After an upgrade, your system administrator should instruct you to clear your cache. The system administrator can also set up a group policy that clears each user’s cache when the user signs out.

Before to you clear your cache, sign out of Distribution SX.e. This table shows the instructions to clear your cache, based on your browser.

Web browser Instructions
Chrome
  1. Click Customize and control Google Chrome.
  2. Click History.
  3. Click Clear browsing data.
  4. Select a time range.
  5. Select Cached images and files.
  6. Click Clear data.
Edge
  1. Select More > Settings.
  2. Click Choose what to clear.
  3. Select the Cached data and files.
  4. Click Clear.
Edge Chromium
  1. Click Settings and more.
  2. Click History.
  3. Click Clear browsing data.
  4. Select a time range.
  5. Select Cached images and files.
  6. Click Clear now.
Safari Select Develop > Empty Caches.
Note: We also recommend that you clear your cache if the browser crashes or is slow to load. Cached files typically load faster than files that are accessed from a server, but too many cached files can adversely affect browser performance.

If your cache is cleared, and you still cannot access new feature, you might lack the required functional security on your SA Operator Setup record.