Troubleshoot a problem

General

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.

Search results

Troubleshoot issues with an asynchronous search on the Review Serial Number Events or Reconcile Serial Numbers screens:

On the Review Serial Number Events or Reconcile Serial Numbers screens, TraceLink returns a search result with 0 serial numbers if no serial numbers meet the Search Criteria. Verify that the values specified in the search are valid, and submit a new search.

A search result might not display on the Review Serial Number Events or Reconcile Serial Numbers screens because:

  • More than 30 days have passed since the search result was generated. Each search result is available for only 30 days after generation.
  • The search result was generated by another user. Each search result is visible to only the user that generated it.

If a search result is not immediately visible in the table, try locating it by entering a keyword in the Filter By field (e.g. enter the Search Name).

A Status of Failed indicates that TraceLink could not successfully create the search result on the Review Serial Number Events or Reconcile Serial Numbers screens. Submit a new search using the same Search Criteria, and contact TraceLink Support if the issue persists.

Dashboard and table views

Data might not be visible in the dashboard or table view because:

  • The data is not captured by the specified search criteria (applies to Review Serial Number Events and Reconcile Serial Numbers only). Submit a new search with updated criteria to return the expected data.
  • The data is hidden by the filters applied at the top of the screen. Update the filters to adjust the data.
  • The data is related to a TraceLink event that is not currently visible in Serialized Product Intelligence.