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Cario General Troubleshooting Guide 

This article covers common issues encountered in Cario FMS and Cario Connect TMS, along with recommended checks and resolutions. Use this guide to quickly diagnose problems before escalating to support. 

Login Issues 

Unable to log in to Cario 

If you are unable to log in, check the following: 

  • Caps Lock 
    Passwords are case-sensitive. Ensure Caps Lock is not enabled. 
  • Correct URL 
    Confirm you are using the correct tenant URL format: 
    {tenantname}.cario.com.au 
    If unsure of your tenant name, confirm with your administrator. 
  • User Account Exists 
    Ensure your user account has been created. New users may not yet be provisioned. 
  • Correct Credentials 
    Verify your username and password. Avoid copy-paste as leading or trailing spaces may cause failures. 
  • SSO Configuration 
    If your organisation uses Single Sign-On, confirm your account is linked correctly. If Cario FMS is not visible in your SSO apps, contact your IT team. 
  • Browser Cache 
    Perform a hard refresh using Ctrl + F5 to clear cached data. 

 

Rating and Quoting Issues 

Rates are not being returned 

If rates were previously available but are no longer returned: 

  • Check for carrier API outages 
  • Confirm lane rates are active and within the effective date range 
  • Verify the carrier and service are enabled under Tenant Services and Customer Carrier configuration 
  • Ensure origin and destination zones are covered by the rate card 
  • Confirm the commodity or container type matches the rate configuration 

 

Lookup and Master Data Issues 

Receiver addresses not populating 

  • Confirm addresses exist in the Address Book 
  • Add missing addresses via the Maintenance menu 
  • Ensure addresses are linked to the correct customer 

Products not appearing in lookup 

  • Verify products are configured in Maintenance → Products 
  • Confirm the product catalogue is available to your account 
  • Check with your Super User or FMS Administrator if access is restricted 

Cost centres not populating 

  • Ensure cost centres are enabled and assigned to the correct customer account 

Dangerous Goods items not appearing 

  • Confirm DG items are configured under Maintenance → Hazardous Materials 
  • Ensure DG settings are mapped to the customer account 

 

Labels and Printing Issues 

Labels not appearing after consignment creation 

  • Check that pop-up blockers are disabled for Cario 
  • For auto-printing, confirm QZ Tray is installed and running 

 

Consignment Creation Issues 

Consignment fails after selecting a carrier service 

  • Confirm the carrier service is active 
  • Ensure a Connote Sequence is configured on the Carrier Account 

ASN not sent to receiver 

  • Verify ASN notifications are enabled for the customer 
  • Ensure receiver email details are populated 

 

Warehouse and Orders Issues 

Orders not appearing in Order Maintenance 

  • Check Warehouse → Orders Maintenance 
  • Confirm order data is being received via integration 

Orders not consolidating into a consignment 

  • Ensure consolidation is enabled for the customer and user 
  • Confirm receiver details match exactly across all orders being consolidated 

 

Service and Delivery Constraints 

Hand unload or tail lift options unavailable 

  • Confirm the selected carrier service supports these options 

Postal deliveries not supported 

  • Verify that the selected service supports postal deliveries 
  • Choose an alternative service if required 

 

Booking Issues 

Booking not sent to carrier 

  • Check carrier integration status 
  • Confirm pickup is active and scheduled 
  • Review Booking and Manifest History 
  • Ensure sender and receiver contact details are complete 
  • Verify the service supports Dangerous Goods if applicable 

Booking status shows “Unconfigured” 

Account not configured for auto-booking 

  • Request the carrier to enable auto-booking for the account 

Booking failed due to cut-off time 

  • Reschedule the booking within the carrier’s cut-off window 

 

Manifest Issues 

Error when trying to manifest 

  • Ensure a manifest sequence is configured on the customer carrier account 

Manifest button is greyed out 

  • Select the correct customer account before attempting to manifest 

Manifest failed due to duplicate shipment number 

  • This occurs when a manifest is sent multiple times 
  • Contact Cario Support to confirm whether the initial manifest was successful 

Consignment shows “Carrier cannot manifest” 

  • Ensure Do Not Manifest is unchecked during consignment creation 

Manifest status shows “Unconfigured” 

  • Lodge a support ticket to review carrier integration 

 

Validation and Data Errors 

Purchase order exceeds character limit 

  • Reduce reference fields to fewer than 20 characters 

Dangerous Goods not allowed 

  • Select a service that supports DGs 
  • Recreate the consignment using a compatible service 

Required information missing 

  • Ensure sender and receiver names and contact numbers are fully completed