Troubleshoot a problem

You have several ways to troubleshoot missing or incorrect events in Serial Number Exchange:

• Check the Packaging Events Log to view previous events, and whether they were successful.
• Check the Exception Reports to see any locations that have exceptions with their events.
• Check for Serial Number Exchange messages in Info Exchange. See the Info Exchange Online Help for more information.

Watch a video

Opening an exported CSV file in Excel can result in a loss of data or improper formatting (e.g. not recognizing application identifiers, dropping leading zeroes, scientific notation conversion).

Watch a video

In Excel 2016

1. Open a blank Excel workbook.
2. Select Data > From Text.
3. Choose the CSV file in the Import Text File window.
4. Select Import:
   1. Select the Delimited option, and then select Next.
   2. Deselect the default Tab option, and then either:
      • Select the Comma option, and then select Next.

        or

      • Select the Period option, and then select Next.
   3. Select all columns and the Text option, then select Finish.
5. In the Import Data window, select the New worksheet option and then select OK.
6. Select File > Save As and make sure Save as type is set to Text (Tab delimited).
7. Select Save to save the active sheet.

   The file displays the correct data and formatting.

In Excel for Office 365

1. Open a blank Excel workbook.
2. Select Data > From Text/CSV.
3. Choose the CSV file in the Import Data window.
4. Select Import:
   1. Select Do not detect data types from the Data Type Detection drop-down.
   2. Select Load.
5. Select Save to save the active sheet.

   The file displays the correct data and formatting.

If any template assignment has an error, none of the template assignments in the CSV file are updated. You must fix the errors and import the file again.

CSV files containing template assignments must:

• Contain the correct element headers in the correct order. Element headers must be spelled exactly as defined in Import template assignments.
• Contain values for each required column in the format required.
• Contain a valid SNXSubscriberID that can be matched to an existing Partner company or internal location that links to the Owner's instance of Serial Number Exchange.
• Contain a valid PackagingCodeType value.
• Contain a valid packaging code that can be matched to an existing product that has a serial number template configured and assigned to the location defined by the SNXSubscriberID.

See Import template assignments for the specific element headers, valid values, and formats for each column.

Site prefixes must:

• Begin with a character other than zero.
• Be unique across the Owner's instance of Serial Number Exchange.
• Contain only alphanumeric characters, or only characters allowed by the templates assigned to the location (e.g. if a location has a template assigned that does not allow letters, then the prefix must only contain numbers).

A serial number request must:

• Be for a specific packaging code.
• Include a PO Line Number if a PO Number is entered, and vice versa.
• Include both a PO Number and a PO Line Number if a Work Order Number is entered.

Serial number status updates must:

• Be an allowed transition from one status to another. See What transitions are available for serial number statuses? for more information.
• Include a PO Number if a PO Line is entered.
• Include a PO Number, Work Order Number or Reference Identifier if the Serial Number Status is updated to Encoded.

Repackaged product must have an Expiration Date that is the same or earlier than the Expiration Date of the source product.

Production orders must:

• Contain packaging codes for the same product, identified by the Country Drug Code or Internal Material Number.
• Specify either a Country Drug Code or an Internal Material Number but not both.

• Include a Unit Price between 0.50 and 9999999.99 if the Export From Country for the product is India.

The Lot Number and item code (i.e. Country Drug Code or Internal Material Number) must have a currently active production order before the order can be withdrawn.

Transfers must:

• Specify a transfer from location and transfer to location that are linked to the Owner's instance of Serial Number Exchange.
• Include a PO Number if a PO Line is entered.

You must select the transfer to complete and then select a Transfer To ServiceLink as well before you can complete the transfer. See Complete pending transfers for more information.