Standard Troubleshooting
Step 1: Try a different browser
If you're using something other than Google Chrome, test the same function using Google Chrome. It is our recommended browser, as we do all our testing on it. Display issues such as missing invoice images or fields are often browser-related and may be resolved by switching browsers.
If you are using Google Chrome, please try a different browser to see if you are having the same issues.
Alternatively, please try an incognito window. This can be accessed via Ctrl+Shift+N
Step 2: Quick Refresh Shortcuts
Use keyboard shortcuts to perform a hard refresh of your browser, instead of clearing cookies and cache manually:
Windows Users: Press Ctrl + F5
macOS Users: Press Command + Shift + R
For OCR-related issues: Ensure OCR is enabled for the document type and retry processing.
Step 3: Clear your cookies and cache
Cloud applications in general will try to hold cookies and cache to help with app speed and performance, but sometimes when apps are updated, the cookies and cache hold onto the old experience. This can often result in performance issues like slowness, missing invoice images or fields, "not responding," and "Bad Payload" errors. Persistent spinners during PDF splitting are often caused by local browser or cache issues rather than platform errors. Clearing your browser’s cookies and cache can help resolve this issue.
Follow the steps below to refresh your Google Chrome browser correctly:
Ensure you log out of Lightyear and any close off any open tabs with Lightyear completely
Press Ctrl+H > this will take you to the History tab > Select Clear browsing data on the left panel
You will be presented with a pop up, tick the check-boxes to select clear cookies and clear cache > Confirm
Once your cookies/cache are deleted, you will be able to log into Lightyear again to test the same function
🤓 Tip: To avoid performance issues and maintain compatibility with Lightyear, we recommend:
Clearing your cookies and cache regularly, especially after any major product releases.
Ensure your browser is updated to the latest version.
Avoid using heavily customised or outdated browsers.
Step 4: Empty Cache and Hard Reload
If the standard troubleshooting steps above don't resolve the issue, try emptying your browser's cache with a hard reload:
Log out of your Lightyear account.
Right-click anywhere on the Lightyear page in your browser.
Select Inspect from the menu.
In the right panel, navigate to the Network tab (use the
>>>symbol beside Sources if needed).Right-click the Refresh button in the browser (usually in the top-left corner).
Select Empty Cache and Hard Reload from the options.
Log back into Lightyear after the refresh process completes.
See here for guidance on clearing cookies and cache for Google Chrome / Firefox.
Accounting integrations
If you're integrated with Xero, QuickBooks, MYOB, or AccountRight, and find performance issues, try the standard troubleshooting steps first. If the issues aren't resolved, next try refreshing your integration's connection:
From Lightyear, go to your Accounting Software.
In the window that appears, click Disconnect, then Reconnect.
Remap the bill
It will be worth sending the bill back to Processing to remap the bill, so you have a fresh sample set of data.
When your bill is in the Approvals tab, select the bill > More > Return to Processing from the drop down menu. This will send the bill back to Processing for you to try the same Map ID or a different Map ID. Ensure that all required fields, such as Tax Rates, are correctly filled before remapping the bill to avoid validation errors.
Resend the bill into Lightyear
To be sure that it isn't a case of a corrupted pdf, you can select the bill > More > Email (All/Selected) To Me.If the invoice image still does not display, try re-uploading the invoice in a different file format to resolve potential rendering issues.
Check your email and resend the bill into Lightyear. Alternatively, you can download the attachment and Upload into the Processing tab.