Troubleshoot Ledger

Start with the accounting boundary: account, organization, book, role, entry state, and period state. Ledger intentionally hides or refuses operations that do not satisfy the entire boundary.

Ledger or a book is missing

Check:

1. You are signed in with the intended Infra One account.
2. The URL contains the correct organization slug.
3. Ledger is enabled for your user.
4. You belong to the organization.
5. You belong to the book’s organization. An explicit book role is not required for Viewer access, but work above Viewer requires the corresponding book role or organization-admin authority.
6. The book is not being excluded by the current status filter.

When Ledger is disabled, the product redirects and reports The ledger service is not available. When a book is missing or inaccessible, it redirects to the organization’s Books page. Recheck the account, organization, service access, and book before retrying.

An attachment is rejected

Ledger rejects an upload submission when it queues more than 10 files, any file exceeds 25,000,000 bytes, or a filename uses an unsupported extension. Supported extensions are .pdf, .jpg, .jpeg, .png, .heic, .webp, .doc, .docx, .xls, .xlsx, and .csv. ZIP files are unsupported, and a dedicated cloud import is unavailable.

1. Queue no more than 10 files in the current upload submission. A later draft edit can append another submission.
2. Confirm each file is within the size limit and uses an accepted extension.
3. Select the intended local files again, then save the entry or recurring template.

An attachment did not store after save

The journal entry record can remain saved when attachment storage fails. The message identifies that the entry was saved but an attachment could not be stored.

1. Reload the saved draft and open Edit.
2. Confirm which attachments are listed.
3. Attach every intended local file that is not listed, then save again.

Use the same recovery for an editable recurring template. Do not recreate an entry that already exists solely because one attachment failed to store.

An attachment is missing or will not open

Confirm that you are in the correct account, organization, and book. Attachment access follows the book that owns the journal entry or recurring template.

• A removed attachment is no longer available to view, download, or open. If the entry is still a draft, edit it and attach the file again.
• A posted entry is frozen, so its attachments cannot be added, removed, or changed. Escalate a missing posted attachment instead of altering the accounting record.
• Removing a stored journal-entry draft attachment schedules its unreferenced file to be cleaned up. If the removed attachment still appears after a reload, stop and escalate rather than repeatedly removing it.

A generated occurrence has no template attachment

This is expected. A generated occurrence is a separate draft and starts without inherited recurring-template attachments. Open that draft, attach any occurrence-specific evidence, verify the list, and then post it when approved.

An entry will not post

1. Confirm the entry is Draft.
2. Confirm the debit and credit totals make it Balanced.
3. Check that you have posting permission on this book.
4. Confirm the entry belongs to a period that allows posting.
5. Review Transaction date, Posting date, Description, line accounts and amounts, any organization-required classifications, and the validation messages.
6. Reload the entry before retrying if another person may have changed it.

Reverse or Void is missing

The entry must be Posted and your role must allow the action.

• Reverse does not require the original period to remain editable. Choose a reverse date on or after the original transaction date in an Open, Soft closing, or Soft closed period.
• Void requires the original entry’s period to remain editable and requires a reason.

Reversed and void entries are terminal. If the underlying correction should preserve a clear audit trail, follow your organization’s accounting policy rather than attempting to remove history.

A bulk action says the population changed

Ledger protects all-matching operations with a digest of the authorized result set.

1. Reload Journal entries.
2. Reapply and review the filters.
3. Confirm whether another user or process changed matching entries.
4. Select the population again.
5. Apply the action only after the refreshed result set is correct.

Do not work around the warning by broadening the filter.

Selection disappears when I add a field or filter

A line-level field or filter expands each journal entry into its lines. Ledger suppresses entry selection and actions in that view to avoid applying an entry-level command to what looks like multiple line records. Remove the line-level field or filter to return to entry-level actions.

A period cannot be edited or reopened

• Hard closing, Hard closed, and Locked prevent routine entry changes.
• Reopening a soft- or hard-closed period requires controller-level authority.
• Reason for reopening must contain at least 50 characters, and Approval reference is required.
• A period cannot reopen when the next fiscal year is already closed.
• Locked is terminal and cannot be reopened.

Check the period state and role before changing the entry. Do not create an entry in a different period solely to bypass a close boundary.

Account ledger and Transaction history show different signs

Account ledger follows the selected account’s natural balance. Transaction history uses debit-positive arithmetic. For a credit-normal account, the two reports can show opposite signs for the same movement.

1. Confirm both reports use the same book, account, and date range.
2. Compare the underlying debit and credit lines.
3. Confirm the account’s natural-balance classification.
4. Reconcile Account ledger’s opening, running, and closing balances.

Escalate only if the entries or computed totals disagree after applying the correct convention.

When to escalate

Record the organization slug, book name, entry or report identifier, period, current state, expected action, actual message, filters, and approximate time. Do not include credentials, confidential attachments, or live customer accounting data in an ordinary support message.