There may be occasions when using MatterSphere that you encounter error messages. These can be confusing and you will usually end up calling your IT support team.
Below are some common errors that you can either try to fix yourself or which we can give guidance on what your next steps should be.
In short never ignore an error message it is telling you there is an issue and it may cause further errors if not dealt with.
Error 1 – Truncated
Although this error message appears complex please refer to the line that states:
“String or binary data would be truncated”
This indicates that the error is caused by the user entering too much text into one or more of the text fields.
MatterSphere database fields have a limit of how much text they can store most are limited to between 50 – 80. The error is warning you that some of the data entered will need to be truncated i.e. cut off so it isn’t going to save any of the text you entered.
Quick Fix
Click OK on the error message and remove the excess text reducing it to an appropriate amount. You may need to refresh the screen but this should then resolve the issue.
However having implemented the above you should inform your MatterSphere Administrator in order that they can implement a more permanent solution.
Error 2 – Insufficient permission to view the Client
This error/warning is related to Advanced Security within MatterSphere. This is an optional module that some firms have installed. It allows the MatterSphere environment to be locked down so that only specific users can view matters. By default only the Matter Fee Earner and Matter Partner will have viewing access. Other users can be added via Matter Permissions.
Quick Fix
This is not an actual error therefore there is nothing to fix. If you have this message you should contact the Matter Fee Earner or Matter Partner or your MatterSphere Administrator.
Error 3 – Object Reference Error
This error is the equivalent of an engine warning light; on its own it doesn’t mean anything. There are a couple of steps to take prior to passing to your IT Support Team with the relevant context.
Quick Fix
Try to clear the cache then log back in and see if this has resolved the issue.
Important information
When contacting your support team send them the following information:
- Screenshot the error
- Click on the Advanced button and screenshot that information too.
- Inform them what you/the user was doing to get the error:
- Did you/they click a button
- Did you/they click a Task
- Did you/they click an Action
All the above information will be required for the problem to be diagnosed.
Information for End Users and IT Support Teams
Line Numbers
Sometimes, the advanced section of an error message contains a line number, this is usually at the bottom of the big error.
If the error displays a line number as shown above this will need to be passed directly to your MatterSphere Developers as it likely relates to a piece of custom development.
Screen Names
Screen Names are very useful when you might have an issue that you need to contact your IT Team about. Providing this information can assist in identifying where the issue might be.
When on a screen in MatterSphere, if you right click in an area of whitespace, you get a pop up window with the screen name. Screens prefixed with either “u” “ud” or “xd” are likely Fusion developed screens. Any other screen will likely be a core MatterSphere screen.
