Troubleshooting guide

This page provides information on troubleshooting generic Connect+ errors.

General instructions

Problem	Probable cause	Recommended action
631 ERR_LOYALTY_BILL_AMOUNT_NEGATIVE	Transaction amount cannot be negative	Enter the correct transaction amount
631 ERR_RETURN_TXN_NOT_EXISTS	The return transaction does not exist	Enter the return transaction details
631 DUPLICATE_GENERIC_COUPON_CODE	Duplicate coupon codes	Make sure that the coupon codes are unique
665 ERR_LOYALTY_BILL_GROSS_AMOUNT_NEGATIVE	Transaction gross amount cannot be negative	Enter the correct transaction amount
666 ERR_LOYALTY_BILL_DISCOUNT_NEGATIVE	Transaction discount cannot be negative	Enter the correct transaction amount
661 EMPTY_REDEMPTION_ID	No Redemption id passed	Enter the redemption ID
661 ERR_LOYALTY_LINEITEM_AMOUNT_NEGATIVE	lineitem with negative amount is not allowed	Enter the correct transaction amount
604 EMPTY_VALIDATION_CODE	No otp passed	Enter validation code
604 ERR_NULL_UUID	No or invalid uuid passed	Enter valid UUID
604 ERR_EXPECTED_DELIVERY_DATE_BEFORE_CREATED_DATE	created date is later to expected date	Enter the correct date
604 ERR_LOYALTY_DUPLICATE_BILL_NUMBER	Duplicate bill number	Enter a unique bill number
604 VOUCHER_ERR_ALREADY_USED	Voucher already used	Enter a unique voucher ID
604 MULTIPLE_REDEMPTION_FOR_USER_AND_COUPON_NOT_ALLOWED	Coupon already used	Enter a unique redemption code
8084 CUST_DETAILS_NOT_PASSED	Customer details not sent	Enter correct customer details
8015 CUSTOMER_NOT_FOUND	Customer not found for the given identifiers	Enter correct customer details
Connection refused	Temporary error	Reload the page
Transaction processing in the FTP was successful; however, upon inspection of the user profile, the corresponding transaction was not found	Uploading multiple files at the same time	Upload only two files at a time
Failed to fetch extended fields	Temporary error	Try after some time
Transactions occasionally fail to enter the Capillary system	Temporary error	Reprocess the file
When attempting to create a workspace, the EU region option is not available for selection	Accessing the wrong cluster	Connect+ is available for each cluster separately now. Refer to the documentation on accessing Connect+
The data does not undergo processing or rejection within the system	Invalid user credentials/file	Make sure that: - the user credentials are correct and the user has the appropriate access to the FTP folders - only the files specified for acceptance are uploaded. For example, if CSV files are specified for acceptance do not add .xlxs in the FTP path - the expressions are correct
The transaction CSV files in the FTP location have been moved to the processed folder, but the corresponding transactions are not accessible in the Member Care	Wrong Intouch org or FTP credentials	Make sure that: - the Intouch org is correct in the Transform data section - FTP credentials are correct
The member details are not loading properly on the Member Care UI	Wrong API details or Wrong file name	Make sure that: - the API parameters are entered correctly using the appropriate capitalization. For example, if the source is INSTORE, it should be entered as INSTORE and not Instore - the file name
Test and Control template - User status not changing	Wrong data format in the source file	- In the file enter the test and control status in Small letters. For example, test, and control - Do not include the users whose status need not be changed
The registered user data is stored in the error folder	Expected behaviour	When a file is successful, the files will fall into the error folder with API_Error_Code status = 200
Connect+ is rejecting the transaction	Multiple reasons	Make sure that: - the file does not contain duplicate records - the date format is YYYY-MM-DD
Information missing in the user profile	Wrong mapping of the fields	Map the fields correctly
File processing issue for files with more than 5 lakh rows.	Maximum attempt not enough	Set the Max Retries in the Connect to destination to 5
Points allocation is not working as expected for a transaction having multiple line items	Incorrect bill amount information	Make sure that when entering the bill amount, you consider the cumulative sum of line item amounts. The points awarded during the bill level check are based on the overall bill amount, not individual line item amounts. Ensure accuracy by providing the correct sum of line item values to meet your requirements.
Files not processed	Inappropriate FTP access	Make sure that you have appropriate FTP access that allows you to move the files. Otherwise, the files will not get processed and be moved to the "Processed" folder.
502	Bad gateway error	Retry after some time. If the issue persists, raise a JIRA ticket and contact the Capillary sustenance team.
504	Gateway timeout error	Retry after some time. If the issue persists, raise a JIRA ticket and contact the Capillary sustenance team.
520	Bad response.	Retry after some time. If the issue persists, raise a JIRA ticket and contact the Capillary sustenance team.
521	The web server is down.	Retry after some time. If the issue persists, raise a JIRA ticket and contact the Capillary sustenance team.
Failed to generate OAuth token: access forbidden	- Incorrect credentials - Insufficient permissions to generate OAuth token. - Invalid redirect URI - Account restrictions - API restrictions	- Ensure the auth key and secret are correct. - Ensure you have the necessary permissions and access. - Verify if the redirect URI in the request matches the one registered with the OAuth provider. - Ensure the account used for authentication is active and not restricted. - Check for specific requirements or limitations for the API.

For any other codes, you can search with the error code here.

Updated 6 months ago