Support / Troubleshooting
Common problems
The questions asked most often, with answers.
| Problem | Answer |
|---|---|
| A field is greyed out | One of: the part is checked out by someone else, the revision is released and that field locks on release, or your role doesn't include that field group. Hovering the field usually says which. |
| I can't check out a part | Someone else holds it — their name is shown. See Locks and conflicts. |
| Rolled cost looks too low | Almost always parts with no supplier price contributing zero. Filter the BOM for lines with no cost. |
| Weight shows zero | Weight needs both a 3D model and a material with a density. Set the material. |
| A part I created has disappeared | Check your filters — list views often exclude drafts or scope to a project. If deleted, look in the recycle bin. |
| The BOM still shows a part I removed in CAD | Deliberate. Check-in adds and updates BOM lines but never deletes them, so a suppressed component can't silently remove purchasing data. Remove the line in the vault. |
| An export is missing columns | Column selection is remembered per user. Open the export dialog and re-tick them. |
| A supplier says they can't see a document | Check the share hasn't expired or been revoked, and that the document is on a released revision. |
| Search doesn't find something | Check state filters and your access scope. If it was just created, wait a moment. An administrator can rebuild the index. |
| I can't submit for approval | A required field is empty, an approval is outstanding, or a linked part is still checked out. The record normally says which. |
Still stuck?
Email [email protected] and a person will pick it up. Include the part number and what you were doing — it saves a round trip.