General
General troubleshooting Finance articles
By Yusef and 1 other2 authors47 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.