Resolve Gateway Issues

Learn how to resolve Gateway Transmission issues.

Resolve Submission Errors

When an error occurs during the Submission workflow, Vault starts the Submission Error workflow and creates a Review Transmission Error(s) task for users assigned the Distribution Manager role.

To resolve a Submission error, review the error message and resolve the issue, and then complete the Review Transmission Error(s) task.

Where you view Submission error messages depends on whether the error occurred before or after transmitting the submission to the destination gateway.

View Gateway Error Messages

Where you can view error messages depends on where the error occured in the gateway transmission process.

View Vault Safety Sending Errors

After attempting to send a Gateway Transmission, Vault both sends an email and logs a notification on the Home tab with the results of the action.

If an error occurred in sending the Gateway Transmission, the notification explains the cause of the error.

View ACK Messages

  1. Go to the Submission or Distribution record.
  2. Expand Transmission Messages.
  3. Under the message that you want to read, select Message Body. A window appears displaying the message text.
  4. To find a warning or error message, search for the <parsingerrormessage> tag.

Resend a Transmission After Resolving an Error

If a Gateway Transmission fails, resubmit the case after resolving the error.

Complete the Review Transmission Error(s) Task

  1. Accept the Review Transmission Error(s) task.
  2. On the Submission record page, in the Review Transmission Error(s) task banner, select Complete. The Review Transmission Error(s) window appears.
  3. Select one of the following options:
    • Address Error: Select this option if you plan to resolve the error and attempt to send the Submission again.
    • Withdraw Submission: Select this option to cancel the Submission workflow for this Submission record.
  4. Enter your credentials in the User Name and Password fields.
  5. Select Complete.

Result

One of the following results occur:

  • If you select Address Error, the Submission record returns to the Pending state and Vault creates a review Submission task for users in the Distribution Manager role.
  • If you select Withdraw Submission, the Submission record moves into the Withdrawn state and the Submission workflow is canceled.

Process Missing ACK Messages for Transmissions

When you receive transmission acknowledgments (ACKs) from agencies or partners outside of the AS2 communication channel, such as by email or portal, you can upload these messages to your Vault. During processing, Vault attaches the ACKs to their respective Transmission records. You can upload individual ACK files, or a ZIP file containing multiple ACK files. When processing ZIP files, Vault creates an Acknowledgement document for each valid ACK in the ZIP file before processing each of the documents as described below.

Requirements & Limitations

When uploading files, consider the limitations that apply. For ZIP files, all ACK files must be in the root folder of the ZIP, and the ZIP file created at the file level.

Upload ACKs

Complete the following steps to upload and process ACKs received outside of the AS2 communication channel:

  1. Upload the ACK files to your document library, using the document type Case > Individual Case Safety Report (ICSR) > Acknowledgement.
  2. From the All Actions menu, select Process ACKs.

Result

Vault processes ACKs as follows:

  1. Moves the Acknowledgement document to the Processing state.
  2. Finds the corresponding Transmission record with a matching E2B Message ID field.
  3. Creates a Transmission Message record on the Transmission record, with the ACK as an attachment, as described in Send a Gateway Transmission.
  4. Moves the Transmission record to the appropriate state.
  5. If the Transmission record has an FDA CBER or CDER Transmission Profile and contains Submission attachments, Vault submits these attachments to the requisite AS2 Gateway.
  6. Moves the Acknowledgement document to the Processed state.

If Vault cannot find a corresponding Transmission record for the ACK, Vault moves the Acknowledgement document to the Error state and sends an error notification message and email.

For processed ZIP files, Vault attaches a processing summary document for any invalid files in the ZIP.