Troubleshoot a problem

Administrators assign roles that limit users' access to different functions. Depending on the role assigned, users might not see certain items in the Process drop-down or the side menu. If you cannot see a specific menu item that you should see based on a role, verify that you are assigned the correct role. If you still cannot see the appropriate menu items, work with your System Administrator to ensure that you are assigned the correct roles and permissions.

If you are looking for an item you added or for the edits you made to an item, you might not see them right away. A banner message displays that confirms your updates will display shortly. If you want to see the updates, wait a minute or two before refreshing the page, and your updates will be reflected.

Event triggers are set up by TraceLink during implementation to automatically generate reports. See Generate compliance reports for a list of supported Brazil Compliance report types, and select the name of a report to view the events and conditions that generate it. If you have any issues with reports generating automatically, contact TraceLink Support. Reports generate automatically in response to certain TraceLink events.

If there is an issue generating the report automatically, Owners can generate it manually using the Brazil Compliance Web UI. See Generate compliance reports for information about how to manually generate each type of report using the Web UI.

A report Status of Generation Failed indicates that TraceLink did not successfully generate the report. To generate a report, work with TraceLink Support to enable the appropriate event triggers and ensure that the relevant event trigger conditions are met.

If necessary, the report can be regenerated manually using the Brazil Compliance Web UI. See Generate compliance reports for information about how to manually generate each type of report using the Web UI.

A report Status of Submission Failed indicates that TraceLink was able to successfully generate the report but could not automatically submit the report to the SNCM (e.g. because the SNCM was unavailable). Regenerate the report manually and TraceLink automatically submits the report to SNCM. Contact TraceLink Support if the issue continues.

A report Status of Rejected, Processed with Warning, or Accepted with Warning indicates that the SNCM successfully received the report but found a problem with the report information:

• Rejected – The SNCM received the report successfully but rejected the information.
• Processed with Warning – The SNCM received the report successfully but accepted only some of the information.
• Accepted with Warning – The SNCM received the report successfully but issued a warning for the information in the report.

The SNCM might reject a report if the data provided has issues (e.g. a serial number is invalid) or if the report provides information that the SNCM is not expecting. For example, a Shipment report might fail because the serial numbers in the delivery were never reported as commissioned in an Activation report.

If a report fails with a Status of Processed with Warning, or Accepted with Warning, use the Response Information to determine the cause of the issue. Regenerate the report manually, and TraceLink submits the report automatically. Contact TraceLink Support if the issue continues.