Troubleshooting

Select any of the following drop-downs for error messages and troubleshooting help under the corresponding screen title.

Select any screen title and the corresponding help screen displays with more information (e.g. field descriptions, usage context, requirements).

Add Partner

Error messages display on the screen in red text:

Error Action
Enter a Company Name. Select a Company Name from the drop-down.
Enter an Entity. Select a Linked Entity from the drop-down.
Enter a Manager Email Address. Enter an email in the text field.
The email address you entered does not correspond to an existing TraceLink user at the company you are inviting. Enter a valid email in the text field. TraceLink users can be added in Administration.

Company Configuration

Error Action
Enter a Username The Override Company Configuration checkbox is selected, Enable SSCC Each-level Retrieval? is set to Yes, and an External System URL for Each-level Retrieval is entered, but the Username field is blank. Enter a Username for the external SOR.
Enter a Password The Override Company Configuration checkbox is selected, Enable SSCC Each-level Retrieval? is set to Yes, and an External System URL for Each-level Retrieval is entered, but the Password field is blank. Enter a Password for the external SOR.
The configuration has not been successfully saved. Try again later. If this issue continues, contact TraceLink Support. Management could not connect to save the configuration. Try again later.

Company Members

Error messages display on the screen in red text:

Error Action
The email address you entered does not correspond to an existing TraceLink user at your company. The email address does not map to an existing TraceLink user that is a member of the same company. TraceLink users can be added in Administration.
The email address you entered corresponds to a user that is already a member or has an invitation pending. The user is already a member or has an invitation pending.
Enter an email address. No email address was entered in the Email field.

Data List Values

Error messages display on the screen in red text:

Error Action
Enter a Value. Enter the value in the text field.

EU Certification Conformance Test

Error Action
GTIN-14 must be 14 digits long. Re-enter a unique Product Code that is 14 digits long.

Contact a TraceLink representative if failures or issues are encountered with the test at anytime.

Location Configuration

Error Action
Enter a Username The Override Company Configuration checkbox is selected, Enable SSCC Each-level Retrieval? is set to Yes, and an External System URL for Each-level Retrieval is entered, but the Username field is blank. Enter a Username for the external SOR.
Enter a Password The Override Company Configuration checkbox is selected, Enable SSCC Each-level Retrieval? is set to Yes, and an External System URL for Each-level Retrieval is entered, but the Password field is blank. Enter a Password for the external SOR.
The configuration has not been successfully saved. Try again later. If this issue continues, contact TraceLink Support. Management could not connect to save the configuration. Try again later.

Location Identifiers

All error messages are preceded by: "The CSV file cannot be imported. Please review and correct the following described errors and then select a new file to upload:"

Error Action
Line [Line Number]: The SupplierIdType value [SupplierIdType] must be one of must be a GLN, SGLN, DEA, DUNS, DUNS4, HIN, VAWD, COMPANYID, or COMPANYSITEID. The SupplierIdType in the specified line is not one of the accepted Identifier Types.
Line [Line Number]: The LocationIdType value [LocationIdType] must be one of must be a COMPANYID, COMPANYSITEID, SGLN, GLN, DEA, DUNS, DUNS4, HIN, PARTNERCOMPANYID, or STORENUMBER. The LocationIdType in the specified line is not one of the accepted Identifier Types.
Line [Line Number]: The combination of SupplierIdType [SupplierIdType], SupplierIdValue [SupplierIdValue], LocationIdType [LocationIdType], and LocationIdValue [LocationIdValue] must be unique within the import file. Each location can only have one identifier defined by each individual supplier. The specified line has the same identifier as another line.

Partner Reports

Error messages display on the screen in red text:

Error Action
Enter a Service. Select a service from the drop-down menu.

If the app is not configured correctly, Partner Reports will not be generated.

  1. Select Configure Published Service Settings on the Company Administration > Services screen for the app that the company owns.
  2. Select the My Company ID (Type/Value) drop-down in the Identifiers in Messages My Company Receives section.
  3. Enter the Company ID (Type/Value) in the type ahead field in the Identifiers in Messages My Company Receives section.
  4. Select the My Company ID (Type/Value) drop-down in the Identifiers in Messages My Company Sends section.
  5. Enter the Company ID (Type/Value) in the type ahead field in the Identifiers in Messages My Company Sends section.
  6. Select Submit.

    7. The Manage Services screen displays, and the updated configuration is saved.

Printing Configuration for [Location Name]

Error Action
UI Field Errors
Enter a Printer Display Name Remove the row missing a Printer Display Name, or enter one in that row.
Enter a Printer Server Protocol Method Select a Printer Server Protocol Method from the drop-down.
Enter a Print Request Format Select a Print Request Format for the BarTender External Printer Application.
Expiration Date Format contains invalid characters Remove the invalid characters from the Expiration Date Format. Only "y", "M", "d", "/", ".", ",", "-", and " " (space) are allowed.
Enter a Master Data Element Remove the row missing a Master Data Element, or select a Master Data Element in that row.
Another row with this master data element already exists Select a Master Data Element that is not already present in the table.

Only the User Defined Field element can be added more than once.

Enter a Variable Name Enter a Variable Name in the row that has a Master Data Element selected.
Variable Name must be unique within a configuration Change the Variable Name for one of the Master Data Elements that have identical Variable Names.
Enter a Display Name Enter a Display Name in the row where the Master Data Element is User Defined Field.
Display Name must be unique within a configuration Change the Display Name for one of the User Defined Fields that have identical Display Names.
Try again later. If the issue persists, contact TraceLink Support. Management could not connect to save the configuration. Try again later.
CSV File Errors
Cannot add packaging codes directly to printing configuration. Must be added via Serial Number Exchange prior to configuring for Smart Inventory Tracker in Management Remove the rows from the CSV file that contain a Packaging Code that is not assigned to the location in Serial Number Exchange.
Duplicate packaging codes are not allowed when packaging code type is GTIN-14 or NTIN Remove the rows from the CSV file that contain the same Packaging Code as another row.
Cannot modify Packaging Code Type Edit the Packaging Code Type in that row to match the Packaging Code Type assigned in Serial Number Exchange.
Cannot modify Description Edit the Description in that row to match the Packaging Code information.
Cannot modify Packaging UOM when Packaging Code Type is GTIN-14 or NTIN Edit the Packaging UOM in that row to match the Packaging Code information.
Cannot modify Extension Digit Edit the Extension Digit in that row to match the Packaging Code information.
Packaging Code is a required field Add a Packaging Code to the row.
Packaging Code Type is a required field Add a Packaging Code Type to the row.
Make Available in Smart Inventory Tracker is a required field Enter Yes or No as the value for Make Available in Smart Inventory Tracker in that row.
Invalid value for Make Available in Smart Inventory Tracker field, must be one of the following: Yes or No Enter Yes or No as the value for Make Available in Smart Inventory Tracker in that row.
Invalid value for Packaging UOM, must be one of the following: Pallet, Case/Shipper, or Innerpack/Bundle Enter Pallet, Case/Shipper, or Innerpack/Bundle as the value for Packaging UOM in that row.
Packaging UOM is a required field Enter Pallet, Case/Shipper, or Innerpack/Bundle as the value for Packaging UOM in that row.
Packaging UOM must be unique for a GS1 Company Prefix within a configuration Make sure that each row with the same GS1 Company Prefix in the Packaging Code column has a unique Packaging UOM.
Expiration Date Format contains invalid characters Edit the Expiration Date Format to include only the following valid values:
  • "y"
  • "M"
  • "d"
  • "."
  • ","
  • "-"
  • " " (space)
Invalid file format, header must contain the columns: "Packaging Code", "Packaging Code Type", "Description", "Packaging UOM", "Packaging UOM Integration Name", "Extension Digit", "Expiration Date Format" , "Homogeneous Print Template Name", "Mixed Print Template Name", "Make Available in Smart Inventory Tracker" Make sure that the CSV file contains the exact element headers specified, in this order.

Printing Configuration for the Company

Error Action
Enter a Master Data Element Remove the row missing a Master Data Element, or select a Master Data Element in that row.
Another row with this master data element already exists Select a Master Data Element that is not already present in the table.

Only the User Defined Field element can be added more than once.

Enter a Variable Name Enter a Variable Name in the row that has a Master Data Element selected.
Variable Name must be unique within a configuration Change the Variable Name for one of the Master Data Elements that have identical Variable Names.
Enter a Display Name Enter a Display Name in the row where the Master Data Element is User Defined Field.
Display Name must be unique within a configuration Change the Display Name for one of the User Defined Fields that have identical Display Names.
Try again later. If the issue persists, contact TraceLink Support. Management could not connect to save the configuration. Try again later.

Product Information Manager Data Rules

Error Action
Item Status must be selected Select at least one Item Status in the row without one, or remove the row.
Products that are Valid If Expired must also have the Send Expired Status set to Yes. If the Valid if Expired checkbox is selected, the Yes checkbox must be selected for Send Expired Status as well.
Products that are Valid If Recalled must also have the Send Recalled Status set to Yes. If the Valid if Recalled checkbox is selected, the Yes checkbox must be selected for Send Recalled Status as well.

Product master data records must match the following criteria in Master Data Exchange to be synced to Product Information Manager (Master Data Share):

  • A Target Market that matches one of the Target Markets defined in the Product Verification sync rules.
  • Data Status set to Active.
  • Item Status (in Master Data Exchange) set to Released.
  • At least one NDC-442, NDC-532, NDC-541, or NDC-542 item code.
  • An MAH ID that exists in Company Master Data and is not a COMPANYID or COMPANYSITEID type.
  • An Item Information entry with a Language Code of English.
  • At least one Each-level packaging code with a Container Aggregation Quantity of 0.

    TraceLink syncs higher-level packaging codes if they have a Container Aggregation Quantity set.

Download the Master Data Exchange Quick Reference Guide for more information.

Product master data records must have the MAH ID set as a GLN in Master Data Exchange for TraceLink to automatically add the packaging code to Product Information Manager (Product Verification), even if the product has the correct Target market and the data rule is set to Allow Verification.

Serial numbers must match the following criteria to be synced from Serialized Operations Manager to Product Information Manager (Master Data Share):

  • A Target Market associated with their packaging code in Master Data Exchange that matches one of the Target Markets defined in the Product Verification sync rules.
  • An item status that matches the item statuses defined in the Product Verification sync rules.
  • A Serial Number Status of Commissioned, Decommissioned, or Destroyed.

Sites Manager

Error messages display on the screen in red text:

Error Action
Each site must have one Contact listed; please review your sites and add a Contact where needed. Populate Contacts Field.
Enter a Site Name. Populate the Site Name Field.