Troubleshooting Infor M3 Integration

This guide will help to resolve common connection, authentication, and order creation issues with the Infor M3 integration. It will cover error messages, their causes, and step-by-step solutions.

Authentication Issues

Invalid Credentials (401 Error)

Error message: "Invalid credentials" or "Authentication failed"

Causes:

• Incorrect Client ID, Client Secret, SAAK, or SASK
• Expired service account credentials
• Mismatched Token URL

Solutions:

1. Verify all credentials in Settings > Integrations > Infor M3
2. Regenerate SAAK and SASK from your Infor M3 admin portal
3. Confirm Token URL matches your M3 instance (typically https://yourcompany.infor.com/oauth/token)
4. Check that credentials have not expired or been revoked
5. Click Test Connection to validate the fix

Ensure URLs use HTTPS protocol and do not include trailing slashes, as this causes authentication failures.

M3 System Already Connected (403 Error)

Error message: "This Infor M3 system is connected to another organization"

Cause:

The M3 instance is already linked to a different Tekst organization. Each M3 system can connect to only one Tekst account.

Solutions:

1. Disconnect the M3 integration from the other organization
2. Contact Tekst support if you need to migrate the connection
3. Alternatively, use different M3 credentials for this organization

Missing Credentials

Error message: "Missing credentials" or empty authentication fields

Cause:

Required credential fields were not saved or were cleared during configuration.

Solutions:

1. Re-enter all six credential fields:
   • Client ID
   • Client Secret
   • SAAK
   • SASK
   • Token URL
   • Base URL
2. Save the configuration
3. Test the connection before exiting

Connection Test Failed

Error message: "Connection test failed" or timeout errors

Causes:

• Network connectivity issues
• Firewall blocking API requests
• M3 instance is down or unreachable
• OAuth token has expired

Solutions:

1. Verify your M3 instance is accessible (check Base URL in a browser)
2. Ensure your firewall allows outbound HTTPS requests to the M3 API
3. Check for M3 system maintenance windows
4. Re-authenticate by saving credentials again (forces token refresh)
5. Monitor the integration dashboard for health status updates

OAuth tokens refresh automatically, but manual re-authentication can resolve persistent timeout issues.

Order Creation Errors

Failed to Create Order

Error message: "Failed to create order" or "Order creation returned error"

Causes:

• Missing required fields (order lines or items)
• Invalid customer number (CUNO)
• Incorrect date format
• Quantities set to zero or negative values

Solutions:

1. Validate that all required order fields are populated:
   • Company number (CONO, typically "100")
   • Customer number (CUNO from Get Customer action)
   • At least one order line with item number (ITNO) and quantity (ORQT)
2. Check date formats use YYYYMMDD (e.g., "20250115" for January 15, 2025)
3. Ensure quantities are positive numbers greater than zero
4. Use the Get Customer action before Create Order to confirm valid CUNO
5. Use the Get Item action to validate item numbers exist in M3

Always perform customer and item lookups before order creation to catch validation errors early in the workflow.

Orphaned Order Needs Manual Cleanup

Error message: "Orphaned order needs manual cleanup" or "Order header created but lines failed"

Cause:

The order header was created successfully (status 10), but adding line items failed. This leaves an incomplete order in M3.

Solutions:

1. Log into Infor M3 directly
2. Locate the order by number (ORNO) in the error log
3. Manually add line items or delete the incomplete order
4. Review the workflow to identify why line items failed:
   • Invalid item numbers
   • Missing quantities
   • Incorrect data types
5. Fix the workflow configuration and test with a new order

Orphaned orders remain in status 10 (unconfirmed) and require manual intervention in M3 to complete or cancel.

No Customer Found

Error message: "No customer found" or "Invalid CUNO"

Causes:

• Customer does not exist in M3
• Incorrect VAT number or customer code
• Customer is inactive or archived

Solutions:

1. Verify the customer exists in M3 using the customer management interface
2. Check that the VAT number or customer code extracted from the email matches M3 records exactly
3. Ensure the customer account is active
4. Add the customer to M3 if they are new
5. Update your AI training to improve customer data extraction accuracy

Item Validation Failed

Error message: "Item not found" or "Invalid ITNO"

Causes:

• Item number does not exist in M3 inventory
• Typo in extracted item number
• Item is inactive or discontinued

Solutions:

1. Confirm item numbers in M3 item master data
2. Check for common extraction errors (e.g., "O" vs "0", "I" vs "1")
3. Train Tekst AI on your specific SKU formats and aliases
4. Use the Get Item action to validate before order creation
5. Update item numbers in M3 or correct the source email data

Training Tekst on your M3-specific item codes and product aliases significantly reduces validation errors.

Order Confirmation Issues

Failed to Confirm Order

Error message: "Failed to confirm order" or "Status update failed"

Causes:

• Order is missing required data for confirmation
• Order is already confirmed (status 20-25)
• Insufficient permissions for status changes

Solutions:

1. Verify the order was created successfully before attempting confirmation
2. Check that all required order fields are complete (customer, items, quantities, dates)
3. Ensure the service account has permission to update order status in M3
4. Do not attempt to confirm already-confirmed orders (check status first)
5. Review M3 logs for specific validation failures

Data Extraction Issues

Incorrect Data Extracted from Emails

Symptoms:

• Wrong customer identified
• Missing or incorrect line items
• Quantities or dates extracted incorrectly

Solutions:

1. Review the AI training data for your M3 workflows
2. Provide examples of correctly formatted orders to improve extraction
3. Train Tekst on your company-specific terminology:
   • SKU formats
   • Customer identifiers (VAT, account numbers)
   • Product acronyms
   • Date formats
4. For multilingual emails, ensure training covers all languages used
5. Contact support for custom training workshops (included in Enterprise plans)

Initial training on historical email data typically achieves 90%+ accuracy. Custom training further improves industry-specific extraction.

Performance Issues

Slow Order Processing

Symptoms:

• Orders take longer than expected to process
• Delays in M3 API responses

Solutions:

1. Enable batch processing for high-volume order flows
2. Check M3 system performance and API rate limits
3. Use Infor Data Lake integration for faster data synchronization in large datasets
4. Optimize workflows to reduce unnecessary API calls (cache customer/item lookups)
5. Contact support to review workflow efficiency

Getting Additional Help

If these solutions don't resolve your issue:

1. Check the activity log in Tekst for detailed error messages
2. Review M3 system logs for API-specific errors
3. Contact Tekst support with:
   • Error message and timestamp
   • Order number (ORNO) if applicable
   • Workflow configuration details
4. For M3-specific issues, consult Infor support or your M3 administrator