ETAS Troubleshooting
Overview
This guide provides troubleshooting assistance for common ETAS implementation and operational issues.
Authentication Issues
Unable to Obtain Access Token
Possible Causes
- Incorrect credentials
- Expired credentials
- Invalid authentication configuration
- Network restrictions
Resolution
- Verify credentials are current.
- Confirm authentication configuration.
- Validate network connectivity.
- Retry authentication.
- Contact support if the issue persists.
Authentication Token Expired
Symptoms
- Unauthorized responses
- Authentication failures
- Access denied messages
Resolution
- Generate a new token.
- Verify token expiration handling.
- Confirm application refresh logic.
- Retest API connectivity.
API Connectivity Issues
Unable to Reach API Endpoint
Possible Causes
- Network restrictions
- DNS issues
- Incorrect endpoint configuration
- Firewall rules
Resolution
- Verify endpoint URLs.
- Check network connectivity.
- Validate firewall configuration.
- Confirm environment settings.
Unexpected API Response
Possible Causes
- Invalid request payload
- Unsupported value
- Missing required field
- Environment mismatch
Resolution
- Review request contents.
- Validate required parameters.
- Compare request to documentation.
- Retry after corrections.
Payment Processing Issues
Transaction Rejected
Possible Causes
- Missing required data
- Invalid payment rail configuration
- Validation rule failure
- Unsupported transaction type
Resolution
- Review validation errors.
- Verify submitted values.
- Confirm payment rail configuration.
- Retry transaction submission.
Transaction Remains Pending
Possible Causes
- Processing delay
- Operational review
- Status update delay
Resolution
- Monitor transaction status.
- Verify processing completion.
- Review reporting outputs.
- Contact support if status remains unchanged.
SFTP Connectivity Issues
Unable to Connect to SFTP Server
Possible Causes
- Incorrect hostname
- Invalid credentials
- Firewall restrictions
- Network connectivity issues
Resolution
- Verify hostname and port.
- Confirm credentials.
- Test network connectivity.
- Review firewall rules.
- Contact support if connection attempts continue to fail.
SFTP Authentication Failures
Possible Causes
- Invalid credentials
- Expired credentials
- Incorrect key configuration
Resolution
- Verify username.
- Verify password or key.
- Confirm credential status.
- Reattempt connection.
File Validation Issues
Business File Rejected
Common Causes
- Missing required fields
- Invalid formatting
- Duplicate records
- Invalid identifiers
Resolution
- Review validation results.
- Correct failed records.
- Regenerate file.
- Resubmit file.
Transaction File Rejected
Common Causes
- Missing Transaction ID
- Invalid Business ID
- Invalid Payment Rail
- Invalid Status
- Duplicate Transaction ID
- Invalid Amount
Resolution
- Review validation output.
- Correct invalid records.
- Validate format requirements.
- Resubmit corrected file.
Reconciliation Issues
Transactions Do Not Match Source System
Possible Causes
- Missing transactions
- Duplicate transactions
- Timing differences
- Processing exceptions
Resolution
- Verify record counts.
- Review exception reports.
- Confirm file completeness.
- Investigate missing transactions.
Business Counts Do Not Match
Possible Causes
- Missing business records
- Duplicate records
- Outdated data sources
Resolution
- Validate Business File contents.
- Compare to source systems.
- Resubmit corrected file if necessary.
Ledger Balances Do Not Reconcile
Possible Causes
- Missing transaction activity
- Processing exceptions
- Timing differences
- Data quality issues
Resolution
- Review transaction activity.
- Compare reporting totals.
- Investigate exceptions.
- Escalate unresolved variances.
Production Readiness Issues
Unable to Obtain Production Approval
Common Causes
- Testing incomplete
- Reconciliation unresolved
- Connectivity validation outstanding
- Documentation incomplete
Resolution
- Complete testing requirements.
- Resolve validation failures.
- Validate reconciliation results.
- Coordinate with implementation team.
Go-Live Delayed
Common Causes
- UAT failures
- Outstanding defects
- Operational readiness gaps
Resolution
- Address open issues.
- Complete retesting.
- Obtain stakeholder approvals.
- Coordinate revised deployment timelines.
Before Contacting Support
Gather the following information:
- Environment affected
- Date and time of issue
- Error messages
- Transaction ID(s)
- Business ID(s)
- File names
- Screenshots or logs
- Steps to reproduce
Providing complete information helps speed issue resolution.
Support Escalation
Contact your assigned implementation or support team for issues involving:
- Authentication failures
- Connectivity problems
- File processing failures
- Payment processing issues
- Reconciliation discrepancies
- Production deployment concerns
Related Documentation
- ETAS Quick Start Guide
- ETAS API Integration Guide
- ETAS Batch File Integration Guide
- Business File Specification
- Transaction File Specification
- Reconciliation Procedures
Updated 13 days ago
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