How To Diagnose A File Transmission Problem

Here are some basic steps you can take to identify the problem on your own and to provide the Chain.io support team with the right information so they can help you quickly if required.

Gather The Context

Before logging into the Chain.io portal to diagnose your problem, make sure you have the right information available to you.

1. What trading partner are you working with?  In other words, what company are you trying to exchange data with?  If the data is moving between two systems inside your company, then make sure you know what they are called?
2. What time and date do you think the data should have been sent?  The closer you can get to the actual time, the better off you'll be.

Find Your Flow Execution

1. Log into the Chain.io portal at https://portal.chain.io
2. Select your workspace. If you're an OEM software provider, then pick the workspace that "owns" the data flow.  In the case of shipment related data, it's often the freight forwarder or carrier.  For product master and purchase order related data, it's usually the shipper.
3. Use the filter options at the top of the Flow Executions panel. Enter the Starting and Ending date, then click Update 

• Optionally, if you have information about the transaction, you can try filtering on data tags like a house bill, master bill or purchase order.
• If you find results, review the data tags to see if they match your transaction.

1. Once you find your transaction, click on the view button to see more details.
2. If you can't find your transaction:
   1. contact the sender (who might be your internal IT team) and have them send you a screen shot from their system showing exactly what was sent and when
   2. Use the help link in the top right corner to open a support ticket and include the screen shot and all of the information you gathered

Find Your Flow Execution

Assuming you found a transaction, you should take these steps from the View screen

1. Check the status tag at the top of the panel
   1. Success - Chain.io believes it successfully delivered the data.  Click the transaction logs or summary message for anything out of the ordinary.  If you don't see anything odd, provide a screenshot to the support team for the system that should have received the data.
   2. Error - There was a problem with the data.  Check the Summary Message and Events sections for more details.  Most of the time, error states are either a result of bad data (which you should have the sender fix and retransmit) or an issue with the receiving system that they'll need to investigate.  In this example, the trading partner's Cargowise system failed to process the transaction and their IT department will need to access the Cargowise logs to further diagnose the problem.
   3. Technical Error - This was a problem within the Chain.io processing environment.  You should open a support ticket if we haven't been in touch already.
   4. Skipped - The flow did not meet execution criteria at a step and intentionally stopped execution
2. If the result was a technical error or you still need more help, please use the help link at the bottom right corner of the screen.  When you open a ticket directly from the screen, it includes a link to the flow execution you're looking at so our support team can help you more quickly.