Troubleshooting
Articles to help with Finance errors and issues.
By Yusef and 2 others3 authors107 articles
General
General troubleshooting Finance articles
- Forms fail to populate when Age Diagnosed is left blank on a condition or disabilityA known bug prevents forms from displaying condition and disability data when the Age Diagnosed field is left blank on a person record.
- Workview changes from Closed to Narrow when changing recordsA known bug causes the workview to switch from Closed to Narrow when navigating between records or screens in certain areas of a person record.
- Known issues with workstep locksWhat to do if you or your users are unable to open worksteps due to a lock not clearing correctly.
- Merge Person has failed due to a Finance errorIn this article, we’re trying to merge a person, but the process fails due to a finance-related error.
- Unable to approve authorisationIn this article, we cover errors blocking authorisation, including duplicates and IllegalStateException.
- Issues with finance authorisationsIn this article, we explain issues with authorisation setup missing workers, dropdown errors, and problems with variation approvals.
- Error: 'The DELETE statement conflicted with the SAME TABLE REFERENCE constraint ELEM_YR_COST_ELE_YEAR_COST_FK'In this article, we explain the error when completing a purchase workstep using the green tick and how to resolve it.
- Authorisers unable to view the quantity of proposed service elementsIn this article, we explain why authorisers can't see the quantity of proposed service elements.
- Elements become incomplete after updating contributionsIn this article, we explore why elements may become incomplete when updating contributions on a purchase workstep.
- ERROR: 'CREDREF_MISSING or CREDNAME_MISSING in e-invoice import'In this article, we explain why CREDREF_MISSING or CREDNAME_MISSING errors occur even when the Payee has a Creditor Ref & Name.
- Browser error ‘The site can't be reached refused to connect’In this article, we explain why you might not be able to access your application via RDWeb (Remote Desktop Webssite).
- Contracts or Server locations errorIn this article, we explain what the error 'WSX-PROD-APP1623664489222' means when using contract maintenance and how to resolve it.
- Error: 'Caused by: java.io.IOException: The character '' is an invalid XML character'In this article, we show how to fix the error: 'Caused by: java.io.IOException: The character '' is an invalid XML character'.
- Error: 'An unexpected error has occurred' when adding or finding an invoiceIn this article, we explain errors on Add and Find Invoice pages when adding data or clicking 'Find' with empty fields, and how to fix them.
- Error: 'Payee has used this Invoice Ref before'In this article, we explain what the e-invoice errors 'Payee has used this Invoice Ref before' and 'ALREADY_USED' mean and how to fix them.
- Issues completing a payment or billing cycleIn this article, we explain why payment or billing cycles may error, freeze, or fail to complete, and how to troubleshoot the issue.
- Changed package in Mosaic sent different purchasee order to AbacusIn this article, we look at how changing a package in Mosaic caused it to send a different Purchase Order number to Abacus.
- Care package deletionIn this article, we explain what to do if a care package has been deleted.
- Error: 'The end date you entered is in a financial year that is not yet active'In this article, we explain the error when adding future-dated changes and how to resolve issues with inactive financial years in Mosaic.
- Issues with Financial Assessments, FA Forms, Contributions, and Financial Assessment Results screenIn this article, we explain why Financial Assessment results may not pull through to screens like Purchase steps or Care Packages.
- Error when rejecting all invoices on a cycleIn this article, we explain timeout errors when using Reject All on billing cycles and why invoice rejection may fail.
- Issues when fingerprint on an SFTP server changesIn this article, we explain SFTP connection failures due to host authenticity errors, RSA key issues, and server upgrade impacts.
- Issues with FABUIn this article, we explain common issues with the Financial Assessment Batch Uplift (FABU) and why errors may occur.
- Issues with Manual Rate ChangesIn this article, we explain the errors you might get after running a batch change.
- Person Relationship Sequencing issue causing duplicate IDsIn this article, we explain why FABU reports may show incorrect contact details and why person summary screens show wrong relationships.
- Generate Contributions button is missingIn this article, we explain why the Generate Contributions button may be missing in a purchase workstep due to setup or config issues.
- Error: 'Merge Person has failed validation because Person 816581 has Delivered Actuals'In this article, we explain merge errors caused by delivered actuals, which prevent deletion of a person record in Mosaic.
- Add a new form and field to budget mappingIn this article, we explain the issues with budget mapping, SDS form filters, and report mappings affecting purchasing and allocations.
- The ALL_PAYMENTS table does not go far enough backIn this article, we explain how to extend the number of years of payment records in ALL_PAYMENTS.
- Unable to merge as a person has invoicesIn this article, we explain why merging a person fails with error: Person [number] has invoices blocking the merge.
- Financial Assessment Type conflicts between source and target personIn this article, we explain an error when merging two people: Person 630478 has a conflicting Non Residential Financial Assessment.
- Contributions are being paid on a suspended provisionIn this article, we explain that when we run a payment cycle, contributions are being paid to a service that has been suspended.
- Retention CriteriaIn this article, we explain a Mosaic bug: retention updates only affect cases added or edited after the change, not historic ones.
- Unable to add an end date to a part payment elementIn this article, we explain why you can’t enter an unplanned end date for a part payment element and what rules may be affecting it.
- Unable to amend Budget Properties in a Personal Budget stepIn this article, we look at the issue preventing users from amending Budget Properties during the Personal Budget step.
- Workers without permission can view FA Forms via FAR ScreenIn this article, we highlight a permissions issue allowing workers to view forms via the Financial Assessment Results screen hyperlink.
- New Purchase Order Revision PDF shows wrong start date after rate upliftIn this article, we explain why, after a rate uplift, the purchase order revision PDF shows the new rate but keeps the original element’s start date instead of the new…
- VariableEditorFX is not workingIn this article, we explain why the VariableEditorFX Java tool to amend Financial Assessment (FA) forms is not working.
- Invoices from Mosaic not pulling through to the PortalIn this article, we look at why invoices from Mosaic are not pulling through to Provider Portal due to a discrepancy in the service order end date.
- Relationship attributes save incorrectly in the Add Personal Relationship dialogA known bug can cause relationship attributes to save against the wrong record when clicking label text in the Add Personal Relationship dialog.
- Timed-out case notes open in edit mode instead of append mode from the home screen widgetA known issue in Mosaic 25.2 and 26.1 where timed-out case notes opened from the Unfinished Case Notes widget allow full editing instead of restricting the user to the append…
- Badge not deleting from a registerWhat to do if a badge is not deleting correctly from a register in Mosaic.
- Mosaic updated look and Evo design standardsWhat to expect from the updated Mosaic appearance and how to share feedback on the changes.
- Pre-population and re-opened workstepsHow re-opening and re-completing a workstep affects which form is used as the pre-population source for new forms.
- Error or incorrect formatting when outputting a form to Word from a repeating subsectionWhat to do if outputting a form to Word from a repeating subsection shows an error, or the answer text appears with the wrong formatting.
- High numbers of CP-IS access to service notifications in June and July 2026Why you may see high numbers of CP-IS access to service notifications in June and July 2026, and confirmation from NHS England that this is a one-off activity.
- New Family Help functionality in MosaicAn overview of the new worker relationship URIs, worker summary date fields, and case status badges introduced as part of the Family Help reforms.
Budgets and Costing
Covers cost screens, budgets, rates, uplifts, and costing-related calculations.
- Error 'No rates could be found for the element or occurrence' occurs during purchaseIn this article, we explain why an error may occur when purchasing a care package due to missing rates for elements or occurrences.
- Rate uplift errorIn this article, we explain the cursor error seen when uplifting a rate, caused by a duplicate 'c_elem_susp' in the update step.
- Error: 'IllegalArgumentException: date to compare against this date is before this date'In this article, we explain why you may see specific errors in Framework logs or Mosaic error screens (21.2 and above), and how to resolve them.
- Errors related to rates and rate upliftsIn this article, we explain why you may get an error when uplifting rates and how to resolve issues with rate updates in Mosaic.
- Issues with rates and upliftsIn this article, we group key resources to guide you from common rates queries to more specific help articles.
- Error: 'DateRange Start Date must be before or equal End Date | carepackage.logic.charging'In this article, we explain the DateRange error in Mosaic logs, linked to charging logic when start date exceeds end date.
- Budget called off for more than expectedIn this article, we explain why cancelled services may still appear in the call-off screen and contain current elements.
- Age banded rates are incorrect following a change to date of birthIn this article, we explain issues with age-banded purchases, including DOB changes, early endings, and birthday payment timing.
- Roll cost forward did not run successfullyIn this article, we explain how to check if Roll Cost Forward ran successfully.
- Person has an incomplete personal budgetIn this article, we explain why a person may have an incomplete Personal Budget.
- Budget Start Date different on Budget Properties to main budget screenIn this article, we explain why a person has an incomplete Personal Budget, e.g. Person 104575 on 'Personal Budget'.
- Rate applied but front end screens not appearing as expectedIn this article, we explain why care package screens aren’t showing the new rate and what might be causing the issue.
- Validation error when completing purchase step: ‘One or more service changes have no element changes’In this article, we explain why one or more service changes lack element changes, which are required for proper configuration.
- Add a VAT rate to the configurationIn this article, we explain the issue with adding new VAT rates to the admin tool, blocking updates to care package configurations.
- Scheduled cycle match weeks don't align with the invoice periodIn this article, we look at why the Invoice Summary screen shows an invoice period that is later than the commitment weeks displayed on the Match screen.
- Correct a budget mistakeIn this article, we advise what to do when your indicative budget can't be amended, authorised, or updated due to input issues.
- New rates not applyingIn this article, we explain why new rates may not apply as expected.
- Error when I uplift a rate periodIn this article, we explain how uplifting a rate period can fail due to a 'no data found' error during suspension cancellation.
- Error: 'DateRange Start Date must be before or equal End Date | carepackage.logic.budget'In this article, we explain the DateRange error seen in Framework logs and Mosaic.
- 'Unavailable when no cost is set up for this service' appears during the purchase processIn this article, we explain the message next to Standard Cost: 'Unavailable when no cost is set up for this service'.
- Rate not pulling through when purchasing and deliveryIn this article, we will explain what to do when you are met with the following message, Tab says 'Unavailable when no cost is set up for this service'.
Payments
Issues and troubleshooting for payment cycles, billing cycles, invoices, and payment processing.
- Group documents screen shows documents for related peopleWhy enabling 'Include individual person documents' in the Group Type Editor displays documents for all group members and their personal relationships.
- Missing payments on a payment cycleIn this article, we explain why charges or payments may be missing from Billing Cycles, Remittance Advice, or Billing Advice screens.
- Remittance Advice PDFs downloaded or sent as HTML or ZIP extensionsIn this article, we explain what to do if Remittance Advice PDFs are being sent as HTML or ZIP files instead of standard PDF format.
- Billing cycle is stuck on generating (Error: cannot update ("FW"."INVOICES"."DOCUMENT_TYPE") to NULL;)In this article, we explain why a billing cycle may get stuck due to a NULL update error on the document type in invoice generation.
- Error: 'IllegalStateException: Cannot update invoice' on payment cycleIn this article, we explain why saving changes to a payment cycle may fail due to an invoice not being updateable.
- Unable to print or reprint Advices due to missing PDF buttonsIn this article, we look at why PDF output options like Remittance or Billing Advice may be missing during payment or billing cycles.
- Bulk actions issues with rejecting, certifying, and checking invoices on a cycleIn this article, we explain why a white screen may appear when checking all invoices or why bulk reject or certify actions may fail.
- Incorrect VAT added in errorIn this article, we explore why VAT is being added to an invoice unexpectedly, even though it shouldn't be.
- Billing on Cost is not charging for services with an allocated partyIn this article, we explain why Billing on Cost may not charge for certain Element Types.
- AP or AR Interface File is not loading into our corporate systemIn this article, we explain why AP, AR, billing, or payment files may fail to load into corporate systems.
- Billing advise PDF showing different values from when the billing cycle was completedIn this article, we explain why billing advice PDFs may change after cycle completion.
- Information on my Payment Cycle or Billing Cycle is incorrectIn this article, we explain issues with billing, payments, invoices, and data mismatches affecting remittance and summary screens.
- Minus values not showing on the Excel export file from a payment cycleIn this article, we explain why credit values may appear as debits in Excel exports.
- Unable to find payment cycle reportIn this article, we explain why payment cycle reports may be missing.
- Incorrect payments on a payment cycleIn this article, we explain why client payments may be incorrect.
- Very slow performance on finance payment cyclesIn this article, we explain performance issues in MosPROD during finance cycles, including high CPU and slow invoice rejection.
- Duplicate contribution elements appearingIn this article, we explain why duplicate charging or contribution elements may appear in a purchase workstep or care package.
- Invoices not pulling through to be matched on a payment or billing cycleIn this article, we explain why invoices may not appear or import in Mosaic, and what causes matching or import errors across interfaces.
- Payment Cycle or Billing Cycle not generatingIn this article, we explain why payment or billing cycles may not generate, appear stuck, or fail to run in test or live environments.
- Unable to Complete Certified Cycle due to existing certification taskIn this article, we address certification task errors that block cycle completion and prevent task withdrawal via the Certify button.
- Resending a remittance adviceIn this article, we explain how to resend a failed remittance advice.
- Billing on cost charge adds £1 extra per occurrenceIn this article, we look at why the billing on cost charge adds an extra £1 per occurrence.
- Purchase order ID missing or cannot search by purchase order numberIn this article, we explain that the Purchase Order Number field is empty on the Invoice Details’ screen and that users can’t search for invoices using the Purchase Order Number…
- Unable to override a charge for a supplierIn this article, we explain why supplier charges may not be overridden and whether rate changes are possible within Mosaic.
- Unable to acknowledge payments on a Payment CycleIn this article, we explain why a supplier may show as awaiting acknowledgement and why the payment button may be missing.
- Unexpected AP or AR file found in directoryIn this article, we’ll look at why you might unexpectedly find Accounts Payable (AP) or Accounts Receivable (AR) files in a directory and why you’re receiving 0kb files.
Purchase Orders and Elements
Troubleshooting purchasing steps, elements, and package setup.
- Error [object Object] when saving a purchasing stepIn this article, we look at the "[object Object]" error that appears in Mosaic when saving a purchasing step even without making changes.
- Error: 'ORA-00001: unique constraint (FW.IDXPK_ELEM_DETS_PO_REVS) violated'In this article, we explain the ORA-00001 error in framework logs caused by a unique constraint violation on purchase order revisions.
- Pop Script Log has a warning for service users with services with end dates 01/01/2300In this article, we explain why the Pop Script Log contains a warning for service users whose services have end dates of 01/01/2300.
- Error: 'Could not find element with the ID'In this article, we explain why you may see errors in Framework logs or Mosaic error screens (21.2+).
- Unable to save care package using the green tickIn this article, we explain why the finance team may see 'kir-prod-app' errors when finalising workflow steps using the green tick.
- Purchase step save error 'No budget element change found with the ID Description'In this article, we explain the 'UncheckedFrameworkException: No budget element change found with the ID' error when saving a purchase step.
- Error NullPointerException appears when a purchase order is being authorisedIn this article, we explain why a NullPointerException may occur when authorising a PO due to missing role match logic.
- Error: 'Element is a changed element that should have appeared on a purchase order in the past'In this article, we explain errors when finishing a purchase workstep due to missing PO data for changed elements.
- Error screen or blank or white screen on a Purchase workstepIn this article, we explain why purchase worksteps may show blank screens, often triggered by actions on the Package tab.
- Purchase order displays an incorrect amountIn this article, we explain why post-uplift purchase orders may not match care package screens.
- Purchase Order not clickableIn this article, we explain why manual rate uplifts may not generate updated purchase orders.
- Element type added to payment cycle by mistakeIn this article, we examine an issue where a no-cycle element was incorrectly assigned a payment cycle, affecting service user data.
- Unable to start a purchase workstepIn this article, we explain an error when starting a purchase workstep: another worker has already begun altering the care package.