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 asking 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 (Electronic Data Interchange) section in Transvirtual handles the sending and receiving of the raw data between software systems. After confirming the data is available (From step 1), you'll need to verify if it's 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.
1. To check, if an EDI rule has been triggered, click the Communication Tab of the consignment.
2. The EDI Export Events section displays a history of EDI rules that have been triggered in that particular consignment.   

    

3. Check the first column (Data) for something that matches what you're looking for. Common options include Scans, Status Changes and POD's.
If you can't find a match (e.g. you're looking for a scan event and there is no scan exports listed), then no EDI rule has been triggered and no data has been sent. Contact your System Administrator or Support for assistance. 
4. If you find 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 you're 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 everything matches, then there is a very good chance that the issue lies with the receiver of the data. The Exported Date indicated when the email was been sent or when FTP confirmation was received for a successful file transfer. 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, it means that the data hasn't been sent yet. This could happen for a few reasons as below.


  1. The event has recently occurred, and it's still being processed. Check back in a little while and see if it's completed.  
  2. The event is set to occur at a future time. For E.g. if a file export is scheduled at 19:00 each evening then, it will remain pending until it's processed at that time.
In both cases there is nothing to worry about. Once the process is completed, the date and time will be updated.
If the event remains Pending for an unusual 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

Before re-sending any data, check with the data recipient. Different systems handle duplicate data in various ways. 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. First double clicks the applicable row in the EDI Export Events section, there will be a popup to confirm the action.
      2. Clicking the Communication Tab to refresh it. The row should turn red and display Pending. The export will then process as normal.
The Export Date will display the latest export event, not the original export event.




   




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