This article explains how to correctly troubleshoot issues related to the Import or Export process.
Check the DataFiles Folder
The first link in the chain of troubleshooting is checking the DataFiles folder (<CoreTrac Installation Folder>\MUU\DataFiles folder) to see if we have the CSV files needed to run the import process.
Check the Processed Folder
The processed files are moved to the <CoreTrac Installation Folder>\MUU\Processed folder in the SQL server. Check this folder to confirm if the files were created properly there, as an outcome of the importing process.
Check the Export process
The export process runs on a daily basis on the Core system, and it is triggered to generate CSV files containing the activities of the bank accounts. This is a process that belongs to the Core system and it is external to CoreTrac, so it must be supervised by the IT team.
Check the DTSX file
The export process throws an Output based on a Data Transformation Services Package XML (DTSX) file. This file can be modified to adjust the Output of the process related to the Core process indeed. When the modifications are easy, a support agent can take a look at those files. However, the creation or heavy modification of a new DTSX file is out of support's scope. In such a case, you must contact the Account Management team so the can route the request to the proper team.
There is a problem with the Export process
If you got to this point, and you found no errors with the Core system's Export process, you can do any of these two options: You can either troubleshoot the Export process from the inside with your IT team, or contact the Account Management team so the can route the request to the proper team for troubleshooting purposes.
Check the Import process
The Daily Import Process (MUU_Insert_Exception) is a highly custom process where the specifics differ for each instance, it isn't possible to document all potential errors. This document will provide a bit of a guide to help with investigation. Some specific errors that were encountered are listed as well. More information about this process can be found in the Daily Import Process & Common Issues KB Article.
Check the Common Issues
Check the error and compare it with the following list of symptoms:
- Wrong import file.
- Issues in the DTSX package.
- Import file's delimiters.
- Matching switched new products to unmatched.
- Invalid Object Name.
- Value is larger than the field definition.
- SQL update changed the way NULL values are handled.
- Index Already Exists error.
If it appears there, then check the Daily Import Process & Common Issues KB Article.
There is a problem with the Import process
If you got to this point, and you found no errors after checking the Job History, you must contact the Account Management team so the can route the request to the proper team for troubleshooting purposes.
If you got to this point, you already executed all the steps required to troubleshoot if this is an issue related to the user's end or not. In such a case, log a ticket to Support and provide the following information:
- The user(s) that are presenting this behavior.
- A user's without this problem. (if it exists)
- A branch without this problem. (if it exists)
- The troubleshooting steps that you already tried.
If you have to contact Account Management team, make sure you provide this team with the following information:
Type of request: <In this case, explain the type of request you are creating. I.E. "I need to upgrade my CoreTrac server">
Comment(s): <In this case, add any comment you want, related to the type of request>