Troubleshoot the Connection and Setup

This article covers the errors you get while setting the app up: reaching the platform, storing credentials, and mapping each Business Central company to the entity it sends as. For errors while sending a document, see Troubleshoot Sending Documents.

Recommand did not respond

This is the most common problem in the first week of using the app, and the message names the cause first for that reason:

Recommand did not respond. The usual cause is that outbound calls are switched off for this extension: open Extension Management, select Recommand E-Invoicing, choose Manage, then View, and turn on Allow HttpClient Requests. The setting is off after every install. If it is already on, check that your firewall or tenant allows app.recommand.eu.

Cause: Outbound HTTP calls are blocked for the extension. They are blocked by default and must be approved per extension.

Solution:

Choose the Search icon, enter Extension Management, and then choose the related link.
Select Recommand E-Invoicing.
Choose the View action (under Manage). Set up is a different action on the same page — it opens the app's own setup page, not the extension settings.
On the Extension Settings page, turn on Allow HttpClient Requests.
If it was already on, check that your firewall or tenant allows app.recommand.eu.

Reinstalling the extension switches this off again, so check it after any reinstall.

API Secret is not set. Open Recommand E-Invoicing Setup and enter the secret.

Cause: No secret is stored. The Secret Configured field on the setup page shows No.

Solution: Enter the secret on Recommand E-Invoicing Setup and choose Test Connection. See Set Up the Platform Connection.

The related messages API Key Id is missing in Recommand E-Invoicing setup., Base URL is missing in Recommand E-Invoicing setup. and Recommand E-Invoicing setup is not configured. have the same fix — fill in the missing field on the same page.

This API key cannot reach any companies on Recommand.

Cause: The credentials are valid, but no company exists on the platform under this key.

Solution: Contact the platform provider to have the company created, then choose Test Connection again.

BC company name is not mapped to a company on Recommand. Open Recommand E-Invoicing Companies and map it.

Cause: This Business Central company has no platform company assigned, so it cannot send.

Solution: Open Recommand E-Invoicing Companies, choose Refresh from Platform to auto-match by VAT number, and use Assign Platform Company for anything left unmatched.

The mapping for BC company name has never been validated. Open Recommand E-Invoicing Companies and run Validate All.

Cause: A mapping exists but has not passed its identity check.

Solution: On Recommand E-Invoicing Companies, choose Validate All.

This BC company resolves to identifier but the mapped platform company name is registered as identifier

Cause: The VAT number on Company Information does not match the one the platform holds for the mapped company. Sending would issue the invoice under the wrong legal entity.

Solution: Check you mapped the right platform company. If the mapping is right, the VAT number on one of the two sides is wrong — correct it before sending anything.

The platform company exists but is not verified yet, so Peppol delivery will be refused.

Cause: Verification is incomplete on the platform side.

Solution: Complete verification with the platform provider. Nothing in Business Central fixes this.

Sending is disabled for BC company name. Tick Enabled on the Recommand E-Invoicing Companies page.

Cause: The company was suspended by switching Enabled off, or its mapping has never passed a check.

Solution: Switch Enabled back on. It is set automatically the first time a mapping passes, so if it will not stay on, run Validate All and read the status reason.

BC company name cannot receive documents

The full message explains why it stops rather than returning an empty inbox:

BC company name cannot receive documents: Recommand is not the receiving access point for identifier. Its inbox will always be empty, which is why this stops rather than returning nothing.

Cause: The platform is not the SMP recipient for this company's Peppol identifier. Sending works; receiving cannot.

Solution: Ask the platform provider to register the company as the receiving access point, then run Refresh from Platform and check Can Receive.

Errors that come back from the platform

These arrive in English whatever your Business Central language, because they are produced outside the translated part of the app.

HTTP code: message wraps every error the platform returns. HTTP 401 means the API key id or secret is wrong; HTTP 403 means the key is valid but not allowed to do this. Re-enter the secret and choose Test Connection.

Could not read the company list from Recommand: reason appears on Refresh from Platform or Assign Platform Company. It is a connection problem, not a mapping problem — work through this article from the top.

Loading n documents from the platform failed: reason appears on Recommand Documents. Same causes.

Recommand returned a response that is not valid JSON. and its siblings — …did not contain a companies list., …returned an unexpected companies list., …did not contain a document., …returned a document that is not an object. — mean the platform answered with something unexpected. Retry once; if it persists, it is a platform-side problem to raise with the provider, and the exact wording is what they will want.

This company has no Peppol identifier yet. Map it to a platform company first.

Cause: You ran a directory or identity check on a company that is not mapped yet.

Solution: Map it first, on Recommand E-Invoicing Companies.

No e-document service receives through the Recommand E-Invoicing yet.

Set Service Integration on an E-Document Service first.

Cause: You used a receiving action before creating the e-document service.

Solution: Create it. See Set Up Receiving of Supplier Documents.

BC company name cannot send: reason

Cause: The company failed its send gate. The reason after the colon is one of the mapping statuses above.

Solution: Open Recommand E-Invoicing Companies, read Status Reason on the row, and fix what it names.

The base URL does not start with https://

Cause: The Base URL was changed to a non-HTTPS address, which would send credentials unencrypted.

Solution: Choose Reset Base URL to Default.

Still stuck? Send it to support

If none of the causes above match, let the app collect what support needs to see:

Choose the Search icon, enter Recommand E-Invoicing Setup, and then choose the related link.
Choose Send to Support. Business Central opens an e-mail to support@vangeldersolutions.be with a support package attached and the environment, version and warnings already filled in. Describe what you did, what you expected and what happened, then send it.
No e-mail account in Business Central? The package is downloaded instead and your mail program opens - attach the downloaded RecommandSupport_….json to the message.

The support package contains the app's setup without the API secret, the recent log, the job queue state, the e-document services and the warnings the app derived. It contains no document contents, amounts, IBANs or party names; account numbers and e-mail addresses in free text are masked. You can open the file first and read exactly what you are sending.

Prefer to look yourself? Download Support Package on the same page gives you the file without sending anything - the warnings list at the top is the first thing support reads.