Troubleshooting

This section covers common system behaviours, errors, and setup issues you may encounter while using Catch-e. It is intended as a practical reference to help you understand what is happening and what to check before escalating to support.

Possible session cross-over detected

This message appears when Catch-e detects that two windows are attempting to use the same login session at the same time.

When this occurs, one window will show an error message and the other will be returned to the login screen. This behaviour is intentional and is designed to prevent multiple active sessions from the same login, which can occasionally lead to data integrity issues.

If you see this message, it usually means the same user session has been opened in more than one tab or window, or a previous session has not fully closed.

Email not received

If a system-generated email is not received, the first step is to check the Mail Failed area within Catch-e.

This section provides details on why an email may have failed, including delivery issues and bounce reasons, and outlines the process for monitoring and reviewing failed messages.

Quotes and lease setup behaviours

Finance budget term deferral not behaving as expected

If quote budgets are calculating with a deferral but you expect them to calculate across the full term, check the following configuration points:

The Finance Budget Term Deferred setting in setup/reference data (qtfinancierpostingmapdefaults) should be set correctly, typically to “any” or “no”, depending on your configuration requirements.

In addition, the same setting within Clients → Contract Defaults should be reviewed to ensure it is not overriding system behaviour.

Further configuration details can be found in the Months Deferred setup area.

Fuel profile showing incorrect litres per 100km

Fuel consumption values used in lease profiles are sourced from external data providers such as Glass’s or RedBook. These values are imported into Catch-e and are not normally edited within the system.

If fuel figures appear incorrect, they should be validated against the original source data rather than adjusted within Catch-e.

Lease inclusion plans checkbox disabled

If an inclusion is visible but the checkbox is disabled, this is typically due to the quote’s effective date not meeting the required configuration date.

In these cases, the system prevents changes based on the validity period of the setup rules.

Contract and finance restrictions

Financier field is read-only

The Financier field becomes read-only once an active payment schedule exists on the contract.

If the wrong financier has been selected, the payment schedule must first be removed before the financier can be updated.

Unpost button disabled

If the Unpost option is not available, it is usually due to one of the following:

the selected period is still pending processing
the period contains adjustment records that must be reversed in sequence

Adjustment periods must be unposted and removed in reverse order before earlier periods can be unlocked.

Email and event behaviour

Event emails not sending

If event-related emails are not being delivered, refer to the Contracts → Events alert messages. These provide specific reasons why an email may not have been triggered.

Backslash appearing in event emails

If a backslash appears before an apostrophe in event email content, this is a display artefact in the event preview window only.

The character is not stored in the email itself and will not appear in the Mail Queue or in the recipient’s inbox.

To verify the actual content, review the email in the Mail Queue.

Import issues

Import file fails with date or validation errors

If an import fails with a message such as “bad date in column G”, this is usually due to file format or structure issues rather than system error.

Common causes include:

the file being saved in an incompatible CSV format (for example UTF-8 variants)
incorrect or modified column headers

To resolve this, re-save the file as a standard CSV (Comma delimited) format using Excel, or regenerate the file using the correct template (for example REGCTPImport.csv).

Invoice rows missing in receipts

If invoice rows cannot be found during receipt allocation, they may be filtered out due to mismatched registration data.

This can occur when:

the registration number on the invoice differs from the contract due to updates
the contract has had a registration change after invoicing

In these cases, filtering by client or driver instead of registration number will display the full set of available records.

Browser and display issues

Odd characters in banking or data fields

If unusual characters appear in fields (for example markup-like text), this can be caused by browser extensions or third-party toolbars interfering with page rendering.

Disabling extensions such as diallers or toolbars is recommended when this occurs.

Add-ons affecting system behaviour

Browser extensions can occasionally interfere with Catch-e functionality.

If unexpected behaviour occurs, disable extensions temporarily and re-test the system. Re-enable them one by one to identify the source of the issue.

API and system errors

Too many requests (rate limiting)

A rate limit error indicates that system request thresholds have been exceeded. This applies across both legacy web services and modern API usage.

Rate limits may reset after a short waiting period. In some cases, IP whitelisting can exclude trusted traffic from limits.

Export query access denied (403)

If an exportQuery function returns a 403 error, the IP address being used may not be whitelisted for access. This must be configured before the request will be permitted.

Quote validation failed error

This error indicates missing or misconfigured setup data. For example, insurance location data may not be correctly populated in reference tables required for quote validation.

Authentication failure (HTTP 401)

A 401 response indicates an invalid or expired authentication token.

This is typically caused by:

expired session tokens
incorrect token timeout settings
mismatched authentication configuration

Token validity can be checked using standard JWT decoding tools by reviewing expiry fields such as exp, iat, and nbf.

Too many requests (HTTP 429)

A 429 response indicates that request limits have been exceeded. The response will usually include a recommended wait time before retrying.

This is governed by system rate limiting rules, which may be adjusted or bypassed for whitelisted IP addresses.

Download and browser behaviour

Reports not visible in Chrome

In newer versions of Chrome, downloaded files may not display a download “bubble” notification.

Files can still be accessed via:

Ctrl + J to open the downloads list
the system Downloads folder

PDF preview returns 404 error

If a quote PDF fails to open in Chrome with a 404 error, it is usually due to browser PDF settings.

This can be resolved by adjusting Chrome settings to ensure PDFs open within the browser rather than being downloaded or blocked.

Login Troubleshooting

403 Forbidden

If you get a “403 Forbidden” message when logging in, you are trying to log in from a geo-blocked location.

To log in, you will need to either:

Run a VPN connection from an unblocked location (e.g. Australia)
Arrange for the IP address to be whitelisted

This can only be done if you are running a static IP address.

Invalid Token

If a user clicks the URL from Forgot Password and gets this error, it means either:

The link has already been used (it only works once), or
The email system triggered security/phishing checks and used the link

In both cases, the easiest fix is:

Go to Users / Password
Issue a temporary password

My browser tells me to change this password

Some browsers check passwords against known stolen credential databases.

If you see this alert, your password is no longer secure.

You can verify using:

https://haveibeenpwned.com/Passwords

Recommendations:

Change your password immediately
Use a password manager
Use unique passwords for each system
Do not reuse your Catch-e password anywhere else

How to change a Password

Context

Driver or Employee logging in for first time or after reset
You want to change your password

Process

Click Change Password from Home
Enter existing password
Enter new password
Re-type new password
Click Change Password