Export Not Sent/Received

Export Not Sent/Received

Export Not Sent/Received

If you've had a customer inquire about not receiving data, there are a number of steps you can take to troubleshoot this.

Step 1 - Is the data available?   

If it's available, its likely stored against the consignment in TransVirtual. 



  1. If they are asking for a POD. check the POD's & Files Tab.
  2. If they are asking about a scan, check the History Tab (Left side - Scans).
  3. If they are after a status update, check the History Tab (Left Side - Consignment Status Changes)
If the data isn't available then it might be a workflow issue with your staff. Review your internal processes first to find out why the data isn't available or contact your System Administrator or Support. 
If it's available, go to the next step. 


Step 2 - Has the EDI been triggered? 

The EDI (short for Electronic Data Interchange) is the section of TransVirtual that sends and receives raw data between software systems. Once you have confirmed that the data is available in step one, you'll need to check if its been sent or exported.
EDI rules define what type of data is sent, what format it's in, where and when it should go. For each company you work for, there is likely a number of EDI rules in place to return different data.

To check if an EDI rule has been triggered, click the Communication Tab of the consignment. The EDI Export Events section (bottom left) displays a history of EDI rules that have been triggered.   

  
  1. Check the first column (Data) for something that matches what you're looking for. Common options are Scans, Status Changes and POD's.
If you can't find a match (e.g. you're chasing a scan event and there are no scan exports) then no EDI rule has been triggered and no data sent. Contact your System Administrator or Support. 
  1. If you can see a match in the first column, check the rest of the information to confirm it relates to the correct event.
    1. Does the scan/status your looking for match the Comment column?
    2. Does the POD Type match? Sometimes a different EDI event will be triggered for Paper/ATL - Left As Instructed/SOG proof of deliveries
    3. Does the Export Date column match the date and time you'd expect? EDI rules are usually triggered within a few minutes of the actual event but can sometimes take longer.
If it all matches, then there is a very good chance that the issue lies with the receiver of the data. The Exported Date is the point when the email was been sent, or FTP confirmation that the file was successfully transferred. Provide this information including the date and time to the data recipient and request they investigate further. 

Pending Exports

If the row is Red and the Export Date is showing Pending (below) this means the data hasn't been sent......yet. This could be for a number of reasons:


  1. he event has only recently occurred and it's still processing. Check back in a little while and see if it's completed.  
  2. The event is timed to occur in the future. E.g. a file export that is triggered to send at 19:00 each evening, will be pending until its processed at that time.
In both these examples there is nothing to worry about. Once there is confirmation that the process has been completed, the date and time will be updated.
If the event is Pending for a prolonged period of time after you'd expect it to be completed, then there may be an error. Contact your System Administrator or Support.

Step 3 - Re-Trigger Export Rule

Check with the data recipient before re-sending any data. Different systems handle duplicate data differently. Re-sending data might end up making a bad situation worse for them! 
After checking with the recipient, you can re-trigger a single export event using the following steps. 
  1. Double click the applicable row in the EDI Export Events section.
  2. There will be a popup to confirm the action.
  3. Clicking the Communication Tab will refresh the tab and you should see the row turn red and display Pending. The export will process as normal. 
  4. The Export Date will now display the latest export event, not the original export event.    



   




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