Form Exchange Troubleshooting

Common questions and solutions for Form Exchange

Form Exchange Troubleshooting

This guide provides solutions to common issues encountered during the Form Exchange workflow, organized by stage.

Common Questions

Request Codes

Q: How long does the Request Code last?
A: Default is 24 hours. If it expires, Support can generate a new one. The expiration time can be customized when generating the code.

Q: Can I reuse a Request Code?
A: Depends on configuration. Usually single-use. If you need to upload multiple times, generate a new code or request a multi-use code when generating.

Q: What if the code expires while I’m uploading?
A: The upload will fail with an expiration error. Contact Support to generate a new code and retry the upload.

Q: How many times can I use a multi-use code?
A: The usage limit is configurable. Check with Support for the specific limit set on your code, or check the usage counter in the UI.

File Operations

Q: What if I upload the wrong file?
A: Contact Support immediately. They can help delete/replace files in S3 before scheduling deployment. It’s easier to fix before deployment than after.

Q: Can I download files after they’ve been deployed?
A: Yes, files remain in S3 even after deployment. You can download them at any time using the Download/Edit workflow.

Q: What file types are supported?
A: Common form file types (.frm, .zip, .xml) are supported. ZIP files are recommended for packaging multiple forms together.

Q: Is there a file size limit?
A: Yes, consult with Support for current limits. Large files may take longer to upload and deploy.

Scheduling

Q: Can I schedule multiple files at once?
A: Yes! The system creates individual schedules for each file but groups them with the same batch label. They’ll deploy together at the scheduled time.

Q: What if deployment fails?
A: System automatically retries up to 5 times. If still failing, Support reviews error and creates new schedule after fixing issue.

Q: Can I cancel a scheduled deployment?
A: Yes, if status is still PENDING. Go to File Exchange Schedules, find the schedule, click Actions → Cancel.

Q: How do I know when deployment is done?
A: Check File Exchange Schedules page. Status changes to COMPLETED. Support can also enable notifications for deployment completion.

Q: Where do files go on the server?
A: The destination path specified in the schedule (e.g., D:\IMHS\AB1\FORMS\forms-package.zip). Support Team determines this based on client configuration.

Q: Can I change the deployment time after scheduling?
A: Currently no. If you need to change the time, cancel the existing schedule and create a new one with the correct time.

Coordination

Q: How do I know when Forms Dev is done editing?
A: Forms Dev should notify via CRM when files are uploaded to the DONE location and ready for deployment.

Q: Who schedules the deployment to production?
A: Support Team schedules deployments after receiving notification from Forms Dev that edited files are ready.

Q: What if I need to deploy during business hours?
A: Coordinate with the client first. Maintenance windows (after hours) are preferred to minimize disruption.

Upload Issues

”File not found”

Symptoms:

  • Error message when trying to upload
  • ERP Pro v9 software can’t locate file

Solutions:

  • Check the full path is correct in ERP Pro v9
  • Ensure you have read access to the file
  • Verify the file exists and hasn’t been moved/deleted
  • Try using a different path format (network vs local)

“Request code expired”

Symptoms:

  • Error message during upload: “Request code expired at [timestamp]”
  • Upload fails immediately

Solutions:

  • Contact Support for a new code
  • Note: Codes expire after 24 hours by default
  • Check the expiration time shown when code was generated
  • Request longer expiration if needed for your workflow

”Client identifier mismatch”

Symptoms:

  • Error: “Client identifier does not match request code”
  • Upload rejected by system

Solutions:

  • Verify you’re using the exact client ID Support provided
  • Check for typos or extra spaces in ERP Pro v9 form
  • Confirm you’re uploading for the correct client
  • Regenerate code if client ID was entered incorrectly

”Invalid API key”

Symptoms:

  • Error: “Invalid or expired API key”
  • Authentication failure

Solutions:

  • Ensure API key was copied completely (it’s long!)
  • Check for extra spaces or line breaks when pasting
  • Verify you copied the API key and not another value
  • Contact Support if key seems incorrect
  • Request a new code if API key was compromised

”Upload times out”

Symptoms:

  • Upload progress bar stalls
  • Connection timeout error
  • Upload never completes

Solutions:

  • Check network connectivity
  • Verify file size isn’t too large (check with Support for limits)
  • Try during off-peak hours
  • Close other applications using network bandwidth
  • Contact Support if timeouts persist

Download Issues

”No files found”

Symptoms:

  • Empty file list when trying to download
  • Message: “No files available in this location”

Solutions:

  • Verify client identifier and case ID are correct
  • Confirm files were uploaded successfully in Step 1
  • Check you selected the correct sub-destination
  • Wait a few minutes and retry (S3 eventual consistency)
  • Check with Support Team to verify upload completed

”Download fails”

Symptoms:

  • Download button doesn’t work
  • File download interrupted
  • Downloaded file is corrupted

Solutions:

  • Check browser settings (popup blocker, download restrictions)
  • Try different browser (Chrome, Firefox, Edge)
  • Verify network connectivity
  • Check disk space on local machine
  • Clear browser cache and retry
  • Contact Support if downloads consistently fail

”Can’t access Form Exchange features”

Symptoms:

  • Can’t access Form Exchange features
  • Permission denied errors

Solutions:

  • Verify you have necessary permissions
  • Check you’re logged in with correct account
  • Confirm client ID is correct
  • Contact Support for permission issues

Upload Edited Files Issues

”Can’t find Ready to Upload tab”

Symptoms:

  • Ready to Upload tab not visible
  • Only see Generate Request Code tab

Solutions:

  • Make sure you selected “New Upload” workflow (not Download/Edit)
  • Tab is at the top of the form - scroll up if needed
  • Refresh page and try again
  • Contact Support if tab is consistently missing

”Wrong sub-destination selected”

Symptoms:

  • Uploaded to wrong location
  • Can’t find files when scheduling

Solutions:

  • Double-check sub-destination before uploading
  • Use /DONE as standard location for production-ready files
  • Contact Support to move files if uploaded to wrong location
  • Re-upload to correct location if needed

”File already exists”

Symptoms:

  • Error: “File already exists at destination”
  • Upload blocked by duplicate

Solutions:

  • Check if file was already uploaded
  • Use different sub-destination (e.g., date-stamped)
  • Contact Support to delete existing file if it’s old/incorrect
  • Rename file if you need to upload a different version

Schedule Issues

”Schedule stuck in PENDING”

Symptoms:

  • Status shows PENDING past scheduled time
  • No progress after 15+ minutes
  • No error message displayed

Solutions:

  • If past scheduled time, wait 5-10 minutes (system checks every 5 min)
  • If still pending after 15 minutes, contact Support
  • Check server is online and accessible
  • Verify scheduled time was set correctly
  • Contact TOC CloudOps if issue persists

”Deployment failed immediately”

Symptoms:

  • Status changes to FAILED within seconds
  • Error message in schedule details
  • No retry attempts occurring

Solutions:

  • Click schedule to view error details
  • Common causes:
    • Server is stopped: Start server or reschedule
    • File not found: Verify file is in S3 DONE location
    • Invalid destination path: Check path format and permissions
    • Permissions issue: Verify server has write access to destination
  • Fix underlying issue
  • Create new schedule to retry

”Can’t find my schedule”

Symptoms:

  • Schedule not appearing in list
  • Can’t locate recently created schedule

Solutions:

  • Use filters (Client, Batch Label, Status)
  • Check you’re looking at correct product (ERP Pro)
  • Verify schedule was created successfully (check confirmation)
  • Clear filters and search again
  • Check if schedule was created under different case ID
  • Contact Support to verify schedule exists

”Multiple schedules created accidentally”

Symptoms:

  • Duplicate schedules for same files
  • Same batch label appearing multiple times

Solutions:

  • Cancel extra schedules immediately if still PENDING
  • Contact Support to help identify and cancel duplicates
  • When scheduling, wait for confirmation before retrying
  • Check existing schedules before creating new ones

”Wrong deployment time set”

Symptoms:

  • Schedule set for wrong date/time
  • Need to change deployment window

Solutions:

  • Cancel existing schedule if still PENDING
  • Create new schedule with correct time
  • Coordinate new time with client
  • Currently no way to edit existing schedule time

”Deployment succeeded but files not working”

Symptoms:

  • Status shows COMPLETED
  • Files deployed to server
  • Forms not working correctly in application

Solutions:

  • Verify files were uploaded to correct destination path
  • Check file permissions on server
  • Confirm forms are compatible with application version
  • Test forms in dev/test environment first
  • May need to restart ERP Pro services
  • Contact Forms Dev to review file contents
  • May need to roll back and re-edit forms

Permission Issues

”Access Denied”

Symptoms:

  • Can’t access File Exchange features
  • Permission denied errors

Solutions:

  • Verify you have necessary permissions/roles
  • Contact administrators to request access
  • Confirm you’re logged in with correct account
  • Check if your access has expired or been revoked

”Can’t generate request codes”

Symptoms:

  • Generate button disabled
  • Error when trying to create codes

Solutions:

  • Verify you have Support Team permissions
  • Check role assignments in system
  • Contact administrators for permission issues
  • Confirm you’re accessing from correct product context

System Issues

”Page won’t load”

Symptoms:

  • Blank page or loading spinner
  • Timeout errors
  • 500 Internal Server Error

Solutions:

  • Refresh page (F5)
  • Clear browser cache
  • Try different browser
  • Check network connectivity
  • Contact TOC CloudOps if persistent

”Files not appearing in S3”

Symptoms:

  • Upload shows success but files missing
  • Can’t download files that were uploaded

Solutions:

  • Wait a few minutes (S3 eventual consistency)
  • Verify upload completed successfully
  • Check you’re looking in correct sub-destination
  • Contact Support to verify S3 storage
  • May need to re-upload

”SSM deployment failed”

Symptoms:

  • Error: “Failed to connect to server via SSM”
  • Timeout during deployment

Solutions:

  • Verify server is online and running
  • Check SSM agent is running on server
  • Verify network connectivity
  • Check security groups allow SSM
  • Contact TOC CloudOps for SSM issues
  • Retry during off-peak hours if server load is high

Getting Help

For Forms Development Team

Contact Support Team for:

  • New request codes
  • File location questions
  • Upload issues
  • Permission problems

Contact TOC Support for:

  • System errors
  • Technical issues
  • Browser/connectivity problems

For Support Team

Contact TOC CloudOps for:

  • System outages
  • SSM deployment failures
  • S3 storage issues
  • Permission configuration

Review Logs for:

  • Deployment errors (CloudWatch Logs)
  • Schedule status details (Form Exchange Schedules)
  • Upload history (DynamoDB tables)

Reporting Issues

When reporting problems, include:

  1. Context:
    • Client identifier
    • Case ID (Secondary ID)
    • Which step you were on
  2. Error Details:
    • Exact error message
    • Screenshot if possible
    • When error occurred
  3. What You Tried:
    • Steps you already attempted
    • Any workarounds that didn’t work
  4. Impact:
    • Is this blocking work?
    • What’s the urgency level?
    • Are other users affected?

For urgent production issues, contact on-call support immediately.