Troubleshooting

First, double-check that you're entering the correct email and password. If you're unsure, use the Forgot Password link to reset it. If your credentials are correct but you still can't log in, your account may have been deactivated — contact your organization's administrator to check. You can also try clearing your browser cache and cookies, then attempt to log in again.

Verify that SSO is configured in Settings by your administrator. Check that your Identity Provider (IdP) configuration is correct, including the ACS URL which must match exactly. If SSO was working before and stopped, the IdP certificate may have expired and needs to be renewed. Contact your administrator to review the SSO configuration.

Click the Forgot Password link on the login page and enter your email address. You'll receive a password reset link via email — check your spam or junk folder if it doesn't arrive. The reset link expires after 1 hour, so use it promptly. If the link has expired, request a new one.

Go to the Email Accounts page (user dropdown menu → Email Accounts) and check the connection status of your account. If it shows as disconnected or expired, click Re-authenticate to reconnect. Note that email sync runs every 5 minutes, so recent emails may take a moment to appear. Also verify your internet connection is stable.

Auto-linking works by matching email addresses on incoming and outgoing emails to contacts and leads in OppLogix. For an email to link to a deal, the contact or lead must have a matching email address and be associated with that deal. Verify that the contact's email address is correct and that they are linked to the relevant deal.

Verify that your OAuth account is connected on the Email Accounts page, or that SMTP is properly configured in Settings → Email. If you're getting errors when attaching files, check that the total attachment size does not exceed 25 MB. Try disconnecting and reconnecting your email account if the issue persists.

CSV files must be encoded in UTF-8. Check your file encoding and re-save as UTF-8 if necessary. Verify that column headers match the expected format shown during import setup. Special characters or malformed rows can cause failures — review your file for inconsistencies. If the file is large, try importing in smaller batches to isolate the problematic rows.

Enable the duplicate detection option during import to prevent creating records that already exist. If duplicates have already been created, you can manually merge them from the list view. To avoid future duplicates, always use duplicate detection and review the import preview before confirming.

Ensure that the deal associated with the contract has all required fields filled in, including the company, contact, and deal value. Verify that your merge tags use the correct format: {{Object.field}} (e.g., {{Licensee.name}}, {{Deal.value}}). If a field is empty on the deal or company record, the merge tag will render as blank in the output.

PDF rendering uses Dompdf, which may produce slight differences compared to Microsoft Word's rendering engine. Complex formatting, certain fonts, and table layouts may appear differently between the two formats. Use PDF for final distribution to customers (consistent appearance) and Word (.docx) when the document needs further editing.

Try a hard refresh: Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac). If the issue persists, clear your browser cache and cookies for the OppLogix domain. Try accessing OppLogix in a different browser or in a private/incognito window to rule out browser extension conflicts. Verify your internet connection is stable.

Some records cannot be deleted when they have dependent records linked to them. For example, a company with associated deals cannot be deleted until those deals are removed or reassigned. Similarly, contacts linked to active deals or products used in quotes may be protected. Remove or reassign the dependent records first, then retry the deletion.