Troubleshooting

Users cannot login if the Username and Password are not valid or if the device:

• Cannot connect to a Smart Inventory Tracker environment.
• Cannot be authenticated with the Serialized Operations Manager location ID.
• Cannot update the communication configuration that enables the device to connect to the appropriate Smart Inventory Tracker environment.
• Is listed as disabled in the Device Manager.

Contact the company's Administrator to set up the device correctly.

Administrators create and assign roles in Company Administration that limit users' access to different Smart Inventory Tracker functions. Depending on the role assigned, users might not see certain functions in the Options menu.

For example, a user might be assigned a role that allows access to the Serial Number Status and Ship functions, but not the Update Number Status function. The Update Number Status function therefore does not display in the Options menu when that user logs in.

The following role functions are available:

• Manage Containers
  • Existing Container
  • New SGTIN
  • New SSCC
  • Reserialize Product
• Receive
• Return
• Serial Number Status
• Ship
  • Manage Containers
• Update Number Status
  • Available
  • Decommission
  • Destroy
  • Register
  • Sample

Smart Inventory Tracker disables the Back button while users perform actions (e.g. shipping, updating a serial number's status). The Back button can be used on read-only screens.

When users begin a new shipment, receipt, return, or status update, the Don't show me this message again checkbox resets.

For example, if a user:

1. Selects Don't show me this message again while working in Delivery Number 436,
2. Completes the shipment, and
3. Begins shipping Delivery Number 923,

The "Remove [serial number] from the delivery?" dialog box will display again if the user scans a serial number that is already associated with the delivery.

Parent serial numbers must:

• Exist in the Serialized Operations Manager repository, unless a Manager enables commissioning for preprinted labels and the parent serial number is scanned.
• Have an SGTIN, NTIN, or SSCCbarcode.
• Have a Serial Number Status of Commissioned or Encoded and an Item Status of Available.
  Encoded serial numbers are allowed only if a Manager enables commissioning for preprinted labels and the parent serial number is scanned.

Parent serial numbers cannot be managed if the serial number is associated with a suspended transaction.

Child serial numbers aggregated to an SGTIN or NTIN parent container must:

• Exist in the Serialized Operations Manager repository.
• Have a Serial Number Status of Commissioned and an Item Status of Available or Picked.
• Have the correct packaging level to be aggregated to the parent serial number (e.g. if the parent container is a Case and the Packaging Ratio is 1:5:20, the child must be an Inner Pack / Bundle, but if the Packaging Ratio is 1:5, the child must be an Each).

  If the Packaging Level is not provided and the Packaging Ratio is not configured, Smart Inventory Tracker retrieves the Container Aggregation Quantity from Product Master Data to confirm the current count of children aggregated to the parent containers. For example, if the Container Aggregation Quantity is 2 Cases, 3 Packs and 1 Each inside, the:

  • Expected child quantity when you scan a case is 2.
  • Expected child quantity when you scan a pack is 3.
• Have the same lot number, expiration date, and item code as the parent serial number.

Child serial numbers aggregated to an SSCC parent container must:

• Exist in the Serialized Operations Manager repository.
• Have a Serial Number Status of Commissioned and an Item Status of Available or Picked.
• Comply with the aggregation allowed by the Manager:
  • If SSCCs with only the same product and same lot number are allowed, the child serial number must have the same packaging code and lot number as all other children aggregated to the parent container.
  • If SSCCs with only the same product are allowed, the child serial number can have any lot number but must have the same packaging code as all other children aggregated to the parent container.
  • If SSCCs with mixed products and lot numbers are allowed, the child serial number can have any packaging code or lot number.

Child serial numbers cannot be aggregated to or disaggregated from any parent container if:

• The child serial number's Packaging Level is higher than the parent serial Number's Packaging Level (e.g. a child serial number with a Packaging Level of Case cannot be aggregated to a parent serial number with a Packaging Level of Inner Pack / Bundle).
• The parent serial number is an SGTIN or NTIN and adding the child serial number exceeds the expected quantity for the parent container.
• The serial number is currently being processed by another user.
• The serial number is currently being processed by another user who is no longer with the organization.
• The serial number is currently being processed by another user on another device.
• The parent serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.
• The parent serial number is associated with a suspended transaction.

• If the parent serial number is aggregated to an SGTIN or NTIN, Submit is disabled if the expected quantity of children aggregated to the parent serial number has not been fulfilled yet.

  Continue aggregating children to the parent container until the expected quantity is fulfilled, or remove all children from the parent container.

• If the parent serial number is an SSCC, Submit is disabled if both of the following conditions occur:
  • A Manager configures Smart Inventory Tracker to allow only SSCCs with the same product, same lot number, or both.
  • The parent serial number contains multiple children with mixed products or lot numbers.

  Disaggregate the conflicting child serial numbers from the parent container to enable Submit.

• If the Company or Location is configured to allow multiple serial number verification with Serialized Operations Manager, Submit is disabled if the serial numbers are not verified with Serialized Operations Manager or errors with serial numbers are not resolved.

  After an error with serial number is resolved, all scanned or entered serial numbers must be submitted for verification again with Serialized Operations Manager.

   

The first child serial number scanned in New SGTIN must:

• Have a packaging ratio that results in a whole number (i.e. an invalid packaging ratio of 1:5:36 results in an Inner Pack / Bundle with 7.2 Eaches inside).
• Contain the exact amount of Eaches defined in the packaging ratio.
• Have the correct levels of packaging ratios defined in Product Master Data. For example:
  • If the parent container is a Case and the child is an Inner Pack / Bundle:
    • The Inner Pack / Bundle must have a 3-level packaging ratio (e.g. 1:5:80) and Product Master Data must define an Inner Pack / Bundle- and Each-level GTIN or NTIN for the product.

      or

    • The Inner Pack / Bundle must have a 4-level packaging ratio (e.g. 1:5:20:80) and Product Master Data must define an Inner Pack / Bundle- and Each-level GTIN or NTIN for the product.
  • If the parent container is a Case and the child is an Each, the Each must have a packaging ratio that is 2, 3 or 4 levels.
  • If the parent container is an Inner Pack / Bundle and the child is an Each, the Each must have a packaging ratio that is 2, 3, or 4 levels.

A Manager must enable company prefixes for Smart Inventory Tracker at the device's location.

The Relabel button is enabled after both the original and new serial numbers are scanned or entered. When selected, Smart Inventory Tracker verifies the following:

• Both the original and new serial numbers are in GS1 standard format.

• The serial number in Original Serial Number field:

  • Has a child associated with it.

  • Is in the Commissioned Serial Number Status.

  • Is in the Available, Picked, or Blocked Item Status.

• The serial number in New Serial Number field:

  • Has no child associated with it.

  • Is in the Commissioned Serial Number Status.

  • Is in the same (i.e. Available, Picked, or Blocked) Item Status as the original serial number.

The serial number scanned must:

• Exist in the Serialized Operations Manager repository.
• Have a GTIN, NTIN, or SSCC packaging code that is available for printing at the device's location.
• Have a Serial Number Status of Commissioned or Registered.
• Have children aggregated, if the packaging level is inner pack/bundle, case, or pallet.

A Manager must add Printers to the device's location.

A delivery number cannot be shipped, received, or returned if it:

• Does not already exist in Serialized Operations Manager.
  New deliveries that do not exist in Serialized Operations Manager can be shipped if a Manager enables the creation of new deliveries.

• Is already shipped, received, or returned, respectively.
• Is being processed by another user.

Serial numbers must:

• Exist in the Serialized Operations Manager repository.
  Serial numbers that do not exist in Serialized Operations Manager can be shipped or received if a Manager enables registration.
• Have a Serial Number Status of Commissioned or Registered and an Item Status of Available to be shipped.
• Have a Serial Number Status of Commissioned or Registered and an Item Status of Shipped or Pending Receipt to be received.

A serial number cannot be shipped or received if:

• The Expiration Date is prior to the current date.
• The Packaging Code is an SSCC and does not have child serial numbers associated with it.

  Emtpy SSCCs can be received in Receive and Return.

• The serial number is currently being processed by another user.
• The parent serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.
• The parent serial number is associated with a suspended transaction.

If the delivery number has order items specified in Serialized Operations Manager, serial numbers:

• Must be an Each or contain Eaches that have an Item Code or Packaging Code, lot number, and expiration date that match an order item.
  If the order item specifies only the product, the serial number can have any lot number or expiration date.
• Cannot cause the quantity of serial numbers for that order item to exceed the number specified in Serialized Operations Manager.

Serial numbers added to a shipment in Serialized Operations Manager cannot be removed in Smart Inventory Tracker.

The Quantity field updates when a warehouse operator enters a serial number based on the actions taken by other users since the last time the warehouse operator entered a serial number.

The Products and Serial Numbers lists also update each time a warehouse operator views them.

• A Manager must enable registration in Management to add a serial number that does not exist in the Serialized Operations Manager repository to a shipment or receipt.
• A serial number cannot be registered when receiving a return.
• For shipments, serial numbers must:
  • Have a Packaging Level of Each.
  • Have a GTIN or NTIN packaging code that can be found in the company's Product Master Data.
  • Have a barcode that contains the lot and expiration date and does not contain a crypto key and crypto code.
• For receipts:
  • All serial numbers must have a GTIN, NTIN, or SSCC packaging code.

  • GTIN and NTIN serial numbers must have a packaging code that can be found in the company's Product Master Data, as well as a barcode that contains the lot and expiration date and does not contain a crypto key and crypto code.
    or
    Registration without master data must be enabled by a Manager.
    

Serial numbers must:

• Exist in the Serialized Operations Manager repository.
• Have a Serial Number Status of Commissioned or Registered and an Item Status of Shipped or Pending Receipt.

A serial number cannot be returned if:

• The Packaging Code is an SSCC and does not have child serial numbers associated with it.
• The serial number is currently being processed by another user.
• The parent serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.
• The parent serial number is associated with a suspended transaction.

If the delivery number has order items specified in Serialized Operations Manager, serial numbers:

• Must be an Each or contain Eaches that have an Item Code or Packaging Code, lot number, and expiration date that match an order item.
  If the order item specifies only the product, the serial number can have any lot number or expiration date.
• Cannot cause the quantity of serial numbers for that order item to exceed the number specified in Serialized Operations Manager.

If the delivery number does not allow short shipment or short receipt, the Ship, Receive, and Return buttons remain disabled until the quantity of serial numbers associated to the delivery matches the quantity specified in the delivery number's order items.

In cases where multiple users are working on the same delivery, if a device crashes or experiences a session timeout, that device remains linked to the delivery. When this happens, Smart Inventory Tracker stops all users from submitting and processing that delivery.

To view the list of devices working on the same delivery, and to unlink a device and resume the submission and processing of the delivery, follow these steps:

1. Select the View Devices button on the Expected quantity fulfilled, but other users are still working. Exit the delivery and save your work? or Other users still working on the delivery. Exit the delivery and save your work? dialog boxes to view the list of active devices linked to the delivery.

2. If a System Administrator enables the Unlock Delivery permission for a user in Administration, the Unlock Delivery button displays in the Active Devices screen. Select this button to unlink other active devices and resume the submission and processing of the delivery. If there are other users actively working on the delivery, those users get a prompt Your work on this delivery is saved and processed by the System Administrator. and their devices are unlinked from the delivery.

   If the Unlock Delivery permission is not assigned to a user, they can reopen the delivery from the active device and select the Suspend button to unlink the device and resume the submission and processing of the delivery.

Serial numbers must:

• Exist in the Serialized Operations Manager repository.
• Have a Serial Number Status of Commissioned, Decommissioned, or Registered.

A serial number cannot be updated if:

• The new Item Status is invalid for a serial number with the current Item Status. See the FAQs for more information.
• The serial number has a parent container that was not already added to the update queue.
• The serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.

A serial number cannot be Decommissioned if:

• The serial number does not exist in the Serialized Operations Manager repository.
  Serial numbers that do not exist in Serialized Operations Manager can be decommissioned if a Manager enables registration.
• The Serial Number Status is Destroyed, Deactivated, or Decommissioned.
• The serial number is currently being processed by another user.
• The parent serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.
• The parent serial number is associated with a suspended transaction.

A serial number cannot be Destroyed if:

• The serial number does not exist in the Serialized Operations Manager repository.
  Serial numbers that do not exist in Serialized Operations Manager can be destroyed if a Manager enables registration.
• The Serial Number Status is Destroyed or Deactivated.
• The serial number is currently being processed by another user.
• The parent serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.
• The parent serial number is associated with a suspended transaction.

• A Manager must enable registration in Management to decommission or destroy a serial number that does not exist in the Serialized Operations Manager repository.
• Serial numbers must:
  • Have a Packaging Level of Each.
  • Have a GTIN or NTIN packaging code that can be found in the company's Product Master Data.
  • Have a barcode that contains the lot and expiration date and does not contain a crypto key and crypto code.

A serial number cannot be registered if the serial number already exists in the Serialized Operations Manager repository.

Unknown serial numbers must:

• Have a GTIN or NTIN Packaging Code that can be found in the company's Product Master Data.

  or

  Have an SSCC Packaging Code with a valid check digit.

• Have a barcode that contains the lot and expiration date and does not contain a crypto key and crypto code.

Serial numbers must:

• Exist in the Serialized Operations Manager repository.
• Have a GTIN, NTIN, or CN-EDMC Packaging Code.
• Have a Serial Number Status of Commissioned or Registered and an Item Status of Available.
• Have a Packaging Level of Each.

A serial number cannot be Sampled if:

• The serial number does not exist in the Serialized Operations Manager repository.
• The serial number is currently being processed by another user.
• The parent serial number is currently being processed by another user.
• The serial number is associated with a suspended transaction.
• The parent serial number is associated with a suspended transaction.

There is a known issue in the documentation where some API guidelines that are exported to Excel via the Export to Excel icon display only a portion of the entire guideline. This issue will be fixed in a future revision.