Troubleshooting
Terminal failures
| Status | Why it happened | What to do |
|---|---|---|
| Validation Rejected | Validation found more failures than the project's threshold allows | Click View Errors to read the report. If the cause is missing master data in OTM, have it created, then Revalidate from View Source. If the file is wrong, Reprocess it or upload a corrected one |
| Approval Rejected | An approver rejected with a comment | Click View Comments, or read the Rejected email. Address it and upload again |
| Failed | Nothing reached OTM, or an unexpected error stopped the run | Click View Errors for the reason, and open the Status Tracker to see where it stopped. For step-level logs and payloads, use Transmission |
Things that look wrong but are not
| What you see | What it means |
|---|---|
| Sitting at Queued for OTM for a while | Another upload in the project is loading. Only one runs at a time. It will start on its own |
| Staged | Approved during business hours. It loads at the project's execution time - or now, with Execute Now. See GoRate Setting |
| Processing for 30-60 minutes on a large file | Normal. OTM's processing rate is the limit. The Status Tracker shows which batch it is on |
| Completed, but fewer records than you uploaded | Records were skipped at validation or rejected by OTM. The completion email gives the split and the reasons |
| Completed with most records rejected | A file is Completed if anything loaded. The completion email and outcome attachments list what did not |
| Validation passed, but records are missing | Validation against OTM set them aside, within the threshold. See Validation |
| Rows written to OTM is bigger than your record count | Expected. One record writes several rows across several tables. See Emails |
| A RATE_GEO (expiry) row in the email | The expiries from an Expire & process run, kept apart from the new rates |
Where the reason lives
| Question | Where to look |
|---|---|
| Why was the file rejected? | View Errors on the row, or the report attached to the Validation failed email |
| Which records were flagged? | View Errors - click an object's Flagged count to see its findings and records |
| Why were records skipped? | Skipped rows in View Source, or the text file on the approval email - grouped by reason |
| Why did OTM reject records? | N Rejected on the row, or the outcome attachments on the completion email |
| Which batch failed, and why? | The Status Tracker - each failed batch is named under its table with the reason |
| What is it waiting on? | The Status Tracker |
| Which step failed, and with what data? | Transmission - status message, log file and payloads per step |
A batch failed
The tracker shows a Failed batch line - for example Batch 7 of RATE_GEO (2000 records) was not accepted by the integration after 3 attempt(s). The rest of the file loaded; that batch did not.
- Its records are counted as not loaded in the completion email.
- Its data is kept in the Transmission log, so support can load it by hand.
- If the message says the batch may have been accepted, check OTM before loading it again - the answer did not come back in time, and loading twice would duplicate it.
Raise it with Report an Incident on the row so the batch is followed up.
Validating for a long time
If a file has shown Validating for more than 30 minutes, the run never reported back. Open View Source and click Revalidate to start it again.
A lot of records skipped for the same reason
Almost always missing master data in OTM, not a problem with your file. If
half a file is skipped with Rate Offering Missing: <id>, that rate offering has not
been created in OTM yet.
Take the reason and the count to your administrator. Once it is created, Revalidate the file.
Nothing loads at all
Check the project's OTM adapter and threshold on GoRate Setting. An upload will validate in the browser and then be unable to complete if the adapter is missing or wrong.
Nobody was emailed
Check the template's Who gets which email grid in Template Manager. A row showing Nobody will be told reaches no one, and addresses marked Invalid are skipped.