# Troubleshooting

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<summary><strong>Not All Functions of the DHL Connector Are Displayed, or the Assisted Setup Produces an Error Message.</strong></summary>

Your administrator controls which **permissions and views** you have access to.\
If you are missing functions you need, contact your **Business Central administrator** and request **additional permissions** specifically for the **DHL Connector**.

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<summary><strong>An Error Message Appears When Uploading to DHL (Recipient Address Issue)</strong></summary>

If you have correctly filled in the **Package Code**, **Weight UOM**, and **Weight** fields in a sales order, but clicking **“Upload Packages”** causes an error — while other orders work fine — this is due to **DHL’s automatic address validation**.

When uploading, DHL checks whether the sender and recipient addresses are valid — for example, whether the **house number exists**.\
The same validation happens when manually creating a shipment in the DHL Business Customer Portal.

Please verify the following:

* The **house number** is separated from the **street name** by a **space**.
* The **postal code** matches the **city**.
* The **customer address** entered during checkout contains **no typos**, especially in the street name.

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<summary><strong>An Error Occurs During Upload to DHL That Is Not Related to the Address</strong></summary>

There can be several possible causes. Please make sure that

* The **connection test** was **successful**. See [grundlegende-einstellungen](https://docs.solutioo.de/dhl-connector/dhlconnector_en_us/configuration/grundlegende-einstellungen "mention")
* The **country code** stored in the customer record matches DHL’s requirements.\
  DHL expects a **two-letter country code**, while Business Central typically uses a **three-letter code** by default.
* The **package type** you are trying to use is **included in your DHL contract**.\
  Example: If your contract does **not include “Go Green”**, attempting to send a package with that service from Business Central will result in an error.
* If you receive the message **“Token could not be generated”**, the connection to DHL failed.\
  Check whether the option **“Allow HTTP Client Requests”** is enabled in the **Extension Management** section of the DHL Connector.\
  Then verify that the **connection test** completes successfully.

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<summary><strong>The Assisted Setup for DHL Boxes Does Not Work</strong></summary>

As an alternative to the guided setup, you can use the **Business Central search** and enter **“DHL”**, then select **“DHL Packages.”**\
Here, you can create a new package manually — just as you would via the assisted setup.

If this page is not available to you, ask your **Business Central administrator** whether the appropriate **permissions** have been assigned to your user.

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