Troubleshooting

Common Errors

"The process cannot access the file ... because it is being used by another process"

Cause: The CSV file is open in another program (usually Excel).

Fix: Close the file in Excel (or any other program) before clicking Preview or Start Import.

"Missing permission to view Folder"

Cause: The Feenics API user account doesn't have permission to view the instance's root folder. This call is only made when an access level needs to be created (the "Create" checkbox is checked).

Fix: - If you don't need to create access levels, make sure all access level names in your rules already exist in the Feenics instance and uncheck all Create checkboxes. - If you do need to create access levels, contact your Feenics administrator to grant folder-view permission to your user account.

Cause: Incorrect API URL, instance name, username, or password.

Fix: - Verify the API URL (default: https://api.us.acresecurity.cloud) - Check the instance name — this is case-sensitive - Check the instance name — this is case-sensitive - Re-enter the password (it is not saved between sessions)

"Access level not found: 'SomeName'. Enable 'Create' to auto-create it."

Cause: A rule references an access level name that doesn't exist in the Feenics instance, and the Create checkbox is unchecked.

Fix: Either: - Check the Create checkbox for that rule, or - Correct the access level name to match an existing one (use Load from Instance to see what's available), or - Create the access level manually in Feenics first

"429 Too Many Requests" (rate limiting)

Cause: The Feenics API is rate-limiting your requests. This happens during large imports.

Fix: The application handles this automatically with exponential backoff retry (up to 5 retries). If it still fails: - Reduce the import batch size by splitting the CSV into smaller files - Try again later when API load is lower

"Could not find created person: SomeName"

Cause: A person was created in the batch but couldn't be found when querying back for access level assignment. This can happen if the API has propagation delay.

Fix: This is logged as a warning. The person was likely created successfully — run the import again with Skip mode to assign access levels to anyone who was missed.

ExpiresOn is the same date as ActiveOn

Cause: The End Age was set to 0 instead of being left blank. In earlier versions this caused both dates to be the DOB.

Fix: This was fixed — End Age of 0 is now treated as blank (permanent access). Clear the End Age cell or leave it empty.

Diagnostic Information

Log Output

The log panel shows detailed timestamped output. Lines prefixed with DEBUG: include: - API URLs and instance keys - Existing access levels found - Rule-to-access-level matching - Per-person date calculations - API call parameters and responses

Settings File

Saved at %AppData%\FeenicsCsvImport\settings.json. If the application fails to start or loads unexpected settings, you can: 1. Close the application 2. Delete or rename the settings file 3. Relaunch — default settings will be regenerated 3. Relaunch — default settings will be regenerated

Reporting Issues

When reporting a bug, include: 1. The full log output (copy from the log panel) 2. The settings file content (with credentials removed) 3. A sanitized sample of the CSV file (with real names/addresses removed)