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.

Make sure your company has the appropriate event triggers enabled on Track & Trace Services. Then, make sure the delivery meets all of the trigger criteria. If the delivery still does not display in US Compliance, check Info Exchange to see if the messages involved encountered an error. If so, correct the error and resubmit the message.

If a delivery is sent to US Compliance, and then later voided in Serialized Operations Manager and resubmitted as a corrected delivery, both deliveries display in US Compliance with the same delivery number.

A delivery Status of Generation Failed indicates that TraceLink was not able to generate the delivery. Make sure your company has the appropriate event triggers enabled on Track & Trace Services. Then, make sure the delivery meets all of the trigger criteria for that event, and resubmit the message in Info Exchange.

A delivery Status of Delivery Failed indicates that TraceLink was able to successfully generate the delivery, but it could not be sent to the recipient, either because it failed to map out to the recipient or there was an error. See Info Exchange for the exact error that occurred, fix the issue, and redeliver the message in Info Exchange.

Make sure your company has the appropriate event triggers enabled on Track & Trace Services. Then, make sure the delivery meets all of the trigger criteria. If the delivery still does not display in Product Information Manager, check Info Exchange to see if the messages involved encountered an error. If so, correct the error and resubmit the message.

Make sure your company has the appropriate event triggers enabled on Track & Trace Services. Then, make sure the delivery meets all of the trigger criteria for generating T2 documents. If the delivery still does not display in US Compliance, check Info Exchange to see if the messages involved encountered an error. If so, correct the error and resubmit the message.

If a delivery is sent to US Compliance, and then later voided in Serialized Operations Manager and resubmitted as a corrected delivery, two T2 documents will display for the product and lot combinations included in the delivery.