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.

Opening an exported CSV file in Excel can result in a loss of data or improper formatting (e.g. not recognizing application identifiers, dropping leading zeroes, scientific notation conversion).

In Excel 2016

1. Open a blank Excel workbook.
2. Select Data > From Text.
3. Choose the CSV file in the Import Text File window.
4. Select Import:
   1. Select the Delimited option, and then select Next.
   2. Deselect the default Tab option, and then either:
      • Select the Comma option, and then select Next.

        or

      • Select the Period option, and then select Next.
   3. Select all columns and the Text option, then select Finish.
5. In the Import Data window, select the New worksheet option and then select OK.
6. Select File > Save As and make sure Save as type is set to Text (Tab delimited).
7. Select Save to save the active sheet.

   The file displays the correct data and formatting.

In Excel for Office 365

1. Open a blank Excel workbook.
2. Select Data > From Text/CSV.
3. Choose the CSV file in the Import Data window.
4. Select Import:
   1. Select Do not detect data types from the Data Type Detection drop-down.
   2. Select Load.
5. Select Save to save the active sheet.

   The file displays the correct data and formatting.

To search for a serialized item, the serial number must:

• Exist in the Serialized Operations Manager repository.
• Be entered in a valid format.

To correct a serial number status:

• The serial number must exist in the Serialized Operations Manager repository.
• The serial number must be associated with the location or is associated with a different team. Select the correct Team in the network composer.
• The parent serial number must include all of their children, or the child serial number must include their parent serial number for correction.

• The serial number status updates must be an allowed transition from one status to another. See what transitions are available for serial number statuses and item statuses.

To register serial numbers for a delivery, the Register Unknown Serial Numbers switch must be set to Yes and the Product Master Data must contain the packaging code.

To close a delivery:

• The quantity of serial numbers entered for receiving must not be greater than the quantity of serial numbers in the Order Item Number if the Delivery Complete switch is set to No, and an Administrator has configured Receive Partial Deliveries to Yes, allow partial deliveries for Serialized Operations Manager on Track & Trace Services. See the Company Administration Online Help for more information.

• The quantity of serial numbers entered for receiving must be equal to the quantity of serial numbers in the Order Item Number if the Delivery Complete switch is set to Yes and the Allow Short Receipt switch is set to No.

• The serial numbers must be in the Available Item Status or Pending Receipt Status.

• The Purchase Order Number of the serial number must match the Purchase Order Number of the parent serial number if an Administrator has configured Associate PO with Serial Numbers to Yes, associate the PO with serial numbers from the order item for Serialized Operations Manager on Track & Trace Services. See the Company Administration Online Help for more information.

• The serial numbers must not be associated with multiple Purchase Order Numbers if an Administrator has configured Associate PO with Serial Numbers to Yes, associate the PO with serial numbers from the order item for Serialized Operations Manager on Track & Trace Services. See the Company Administration Online Help for more information.