Troubleshooting & FAQ

This guide answers the most frequently asked questions and provides solutions to common issues encountered when using AccuArk's Asset Management module. If you are experiencing a problem, check below for a solution before contacting support.

Common Issues and Solutions

"Access Denied" when opening an asset form

This error means your user role does not have the required ASSET_* permission for the form you are trying to open. Each asset form requires a specific permission: the asset register requires View Assets, creating a new asset requires Create Assets, running depreciation requires Asset Depreciation, and so on.

To resolve this, contact your administrator and request the appropriate permission for your role. See Asset Permissions & Role Setup for a complete list of permissions and what each one controls.

Asset not showing in the register

If an asset you expect to see is missing from the Asset Register, check the following:

1. Location filter — You may be viewing a specific location. Try selecting "All Locations" from the Location dropdown at the top of the form.
2. User location access — Your user account may not have access to the location where the asset is assigned. AccuArk respects the user_location_access table, so you can only see assets at locations you are authorized to view. Contact your administrator if you need access to an additional location.
3. Asset status — If the asset was disposed, it will not appear in the default active view. Disposed assets are removed from the register and appear only in the Asset Disposal Report.
4. Date range filter — Some views filter by acquisition date. Expand the date range or remove the filter to see all assets.

Depreciation run shows $0 for an asset

When a depreciation run produces $0 for a specific asset, it typically means one of the following:

• The asset is fully depreciated. The accumulated depreciation has reached or exceeded the depreciable base (total cost minus salvage value). No further depreciation will be calculated. Check the Fully Depreciated Assets Report to confirm.
• The useful life is zero. If the asset's useful life months field is set to zero, the system cannot calculate a per-period depreciation amount. Edit the asset and set an appropriate useful life.
• No depreciation method is set. If the asset does not have a depreciation method assigned, the system skips it during depreciation runs. Edit the asset's depreciation settings and select a method (Straight-Line, Declining Balance, Double Declining Balance, Sum-of-Years-Digits, or Units of Production).
• The asset was acquired after the run period. If the depreciation run date range ends before the asset's acquisition date, the asset will show $0 because it was not in service during the run period.

Transfer is stuck as "pending"

If a transfer shows a pending status and cannot be completed, transfer approval is likely enabled in your Asset Settings. When approval is enabled, transfers involving assets whose value exceeds the configured approval threshold require an approver to review and approve the transfer before it is completed.

To resolve this:

1. Ask a user with the Approve Assets permission to open the Approval Queue.
2. The pending transfer should appear in the queue. The approver can review the details and either approve or reject it.
3. Once approved, the transfer will be completed and the asset's location will be updated.

If your organization does not intend to use transfer approvals, an administrator can disable the approval requirement in Assets > Settings > Approval Settings.

CSV import fails with "Category not found"

The CSV import process validates each row's category name against the existing categories in AccuArk. Category names in the CSV file must match exactly, including capitalization and spacing. Common causes of this error include:

• Case mismatch — "IT equipment" in the CSV will not match "IT Equipment" in AccuArk. The comparison is case-sensitive.
• Extra spaces — Leading or trailing spaces in the CSV category column will cause a mismatch. Check for invisible whitespace characters.
• Typos — A misspelled category name will not be found. Double-check the spelling against your category list.
• Category does not exist — The category referenced in the CSV has not been created in AccuArk yet. Create the category first (Assets > Categories), then re-run the import.

To avoid this issue, export your current category list from AccuArk and use those exact names in your CSV file.

Reports show unexpected data

If a report displays data you do not expect (too many records, too few records, or incorrect totals), check the following:

1. Date range filters — Most reports default to the current calendar year. If you are looking for data from a previous year, adjust the date range.
2. Location filter — Verify that the correct location is selected. Selecting a specific location filters out all assets at other locations.
3. Active vs. disposed assets — Some reports only show active assets by default. Disposed assets appear in the Asset Disposal Report, not the Asset Register or Valuation reports.
4. Refresh the data — Press F5 to reload the report with the current filter settings. Stale data from a previous load may be displayed.

Depreciation method changed but old entries not recalculated

This is by design. When you change an asset's depreciation method, the change only affects future depreciation runs. All previously recorded depreciation entries are preserved exactly as they were calculated at the time. This ensures that your historical financial records remain accurate and auditable.

If you need to correct historical depreciation entries due to an error:

1. Reverse the affected depreciation runs. This creates offsetting entries that cancel out the incorrect depreciation.
2. Update the asset's depreciation method and settings to the correct values.
3. Re-run depreciation for the affected periods. The new entries will be calculated using the updated method.

This approach maintains a complete audit trail of all changes.

Cannot delete an asset

AccuArk prevents hard deletion of assets that have existing transactions. This includes assets that have:

• Transfer records
• Maintenance event logs
• Depreciation entries
• Checkout/return history
• Audit records

This protection exists to preserve data integrity. Deleting an asset with transaction history would leave orphaned records in the database.

Instead of deleting, use the Dispose function to soft-delete the asset. Disposal marks the asset as disposed, removes it from the active register, and records the disposal event with financial details. The asset's full history is preserved for auditing and reporting purposes.

If the asset was created in error and has no transactions, the Delete Assets permission allows you to delete it permanently.

Dashboard shows stale data

The Asset Dashboard loads its data when the form first opens. It does not automatically refresh in the background. If you have been working in the dashboard for a while and expect the data to have changed (for example, after another user completes a transfer or runs depreciation), press F5 to refresh the dashboard and reload all data with current values.

Barcode scanning not working

AccuArk's Asset Register accepts barcode input through the search field. For barcode scanning to work correctly, your barcode scanner must be configured as a keyboard wedge. This means it types the barcode characters into the active text field and then sends an Enter keystroke to trigger the search.

If scanning is not working, check the following:

1. Scanner configuration — Verify that your scanner is set to keyboard wedge mode (also called HID mode). Consult your scanner's documentation for configuration instructions.
2. Barcode value — The scanned value must match the asset's barcode field exactly. If the asset was created without a barcode value, scanning will not find it.
3. Focus — Make sure the search field in the Asset Register has focus (is active) before scanning. Click in the search field first, then scan the barcode.
4. Suffix character — Most scanners can be configured to send a specific suffix after the barcode data. Ensure your scanner is set to send Enter (carriage return) as the suffix character.

Additional Help

If your issue is not covered in this guide, check the following resources:

• Asset Permissions & Role Setup — For access and permission-related issues
• Asset Reports Overview — For report-related questions
• Depreciation & Fully Depreciated Reports — For depreciation-specific reporting questions
• Operations Reports — For transfer, disposal, and maintenance reporting questions