Troubleshooting

Start with the exact message and the operation that produced it. Note the time, selected accounts, system and client. Avoid repeating a bulk operation until you know which changes succeeded.

No users appear after connecting

Check that the intended client is connected and that loading has completed. Clear table filters that may hide the accounts. If loading failed, inspect the connection or SAP message and verify your read permissions.

An action is unavailable

Check that the relevant users or roles are selected and that the required connection is active. Some actions depend on workflow checks: account-list creation requires saving generated passwords, while Mass User Create requires successful format and system checks.

Follow the page for the specific task. Do not bypass a disabled control by attempting a different bulk operation.

Startup or a system load is slow

Record whether the delay occurs during AutoStart, one manual connection, user loading, role loading or the final table display. Follow Measure loading performance to capture a one-run report. Keep the same systems and loading settings when comparing runs.

Some accounts changed and others did not

Read the result for each system/client/user combination. Check target values, SAP permissions and whether the account or role already exists. Retry only the work whose current state is understood.

For interrupted spreadsheet creation, use the recovery procedure.

Online Help does not open

Main Help launches the default browser. If userXpress reports that it could not open the browser, use the address shown in that message manually. If the browser opens but cannot reach the site, check internet access and the site’s availability.

A browser error does not mean the application failed to start Help. Mass User Create → Help → View Help opens its task guide directly. If your installed version opens a local help window instead, use the Mass User Create guide on this website. The separate account-list batch-creation and SNC help remains local.

Contact support

Open Information → Create support request and follow Create a support request, or open the Delorion support portal.

Provide a short description of what you expected, what actually happened and the steps needed to reproduce it. Include the version and relevant messages. Review diagnostic files for credentials and personal information before sharing them, and use the support portal’s attachment flow.

The wizard can prepare a new ticket or an update to an existing one. Signing in and uploading approved files do not submit it: review the prepared request and choose Submit in the browser.