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Troubleshooting: the owner portal

3PL add-on For: Warehouse staff, Compliance manager Checked on 18.0.0.2.0, 18.0.1.0.0

What to do when an owner's person tells you that the owner portal refused an upload or doesn't show what they expect. This page is the staff's side; the owner's own handouts, The owner portal: your stock and documents and The owner portal: send your supplier's data, say the same things in the owner's words. Entries are ordered from the most frequent.

Background: the owner portal is read-only, each owner's users see only that owner's stock and documents on it, and it gives the owner a path to forward its suppliers' files to the 3PL (FD&C Act § 582(c)(1)(A)(i), § 582(g)(1); FDA interoperable exchange guidance (September 2023); see Compliance background). So every page of another owner, and every upload to a receipt that isn't the owner's, answers "Error 404" without saying why.

The owner sees no owner card on My account​

What you see: the owner's person signs in and My account shows cards such as Your Orders and Connection & Security, but none of Stock We Hold for You, Your DSCSA Documents, Receipts Awaiting Supplier Data, Holds on Your Stock and Receiving Discrepancies.

When: at the first sign-in after you gave access (Give an owner's contacts the owner portal), or later, when nothing is waiting.

Cause: Odoo shows a My account card only when its page has at least one record, and no menu leads to the owner pages. A new owner with no stock, document, open receipt, hold or open discrepancy sees no owner card at all (PF-A09-01). The same happens to one card when its page is empty: Receipts Awaiting Supplier Data when nothing waits for data, Receiving Discrepancies when none is open.

Remedy: workaround.

  1. Send the person the owner portal's address: your Odoo address followed by /my/dscsa/owner, for example https://erp.example.com/my/dscsa/owner. It opens the Stock We Hold for You page and its tabs, and they can bookmark it.
  2. If that address answers "Error 404", the person doesn't have the owner portal: see The owner gets "Error 404" on an owner page.

Who can fix it: anyone who can email the owner. Giving access: Rx Tracking Manager.

Error: "… was not imported:" after the owner's upload​

What you see: the owner's Receipts page showed, in red:

FILE-NAME was not imported:
- REASON

for example "- The buyer in the file has GLN 0614141000067, but Northwind Generics LLC has 0614141000050. If the file is right, add that GLN to Northwind Generics LLC (or one of its addresses); otherwise ask the supplier for a corrected file." The receipt's chatter has "The owner's portal user USER uploaded supplier file FILE-NAME; it was refused:" with the same reason.

When: the owner uploaded an EPCIS file in Upload your supplier's EPCIS file before the goods arrive or Send the supplier's data for goods already received.

Cause: the upload runs the same import as Attach Supplier Data, with the owner receipt's rules, and refused the file for the reason given: another buyer, a ship-to that isn't your warehouse, another product, an unreadable file, or, on a received receipt, "None of the packages the file lists was received on RECEIPT: is it the right file?". Nothing was imported.

Remedy: resolution. Find the reason's entry and follow it:

Then the owner uploads the corrected file again, or you attach it yourself. How the refusal looks in the receipt's chatter: The owner's upload was refused.

Who can fix it: the owner and its supplier (a corrected file); Rx Tracking User or Manager (a GLN on the owner, attaching the file); changing a partner's GLN may need Odoo's Contact Creation right.

Error: "… some serial numbers it lists are already expected on another receipt …"​

What you see: the owner saw, in red:

FILE-NAME was not imported: some serial numbers it lists are already expected on another receipt. Our DSCSA team has been told and will contact you.

The receipt's chatter has "The owner's portal user USER uploaded supplier file FILE-NAME; it was refused because these serials are already expected on another receipt: SERIALS."

When: an EPCIS upload to an open receipt (Upload your supplier's EPCIS file before the goods arrive).

Cause: units of the file are already announced (Expected) on an open receipt of another owner, or one of yours. The portal doesn't name that receipt, so that one owner never learns about another's.

Remedy: resolution.

  1. Find the other receipt: search Inventory ‣ Rx Tracking ‣ Packages for one of the serials from the chatter note.
  2. Decide with both owners which receipt the units belong to. If the file on the other receipt was wrong, have it replaced there.
  3. Then the owner uploads again, or you attach the file on this receipt. The chatter side of this refusal: The owner's upload was refused.
  4. Contact the owner: the message promises it.

Who can fix it: Rx Tracking User or Manager.

Error: "… was not received: 10 files were already uploaded to … in the last 24 hours …"​

What you see: the owner saw, in red:

FILE-NAME was not received: 10 files were already uploaded to RECEIPT in the last 24 hours. Please try again tomorrow, or send the file to our DSCSA team.

The receipt's chatter has "The owner's portal user USER uploaded FILE-NAME; it was refused: 10 files were already uploaded to this receipt in the last 24 hours (the limit is 10)."

When: any upload on the owner's Receipts page.

Cause: each receipt takes at most 10 accepted uploads from the owner's portal users in any 24 hours (EPCIS files and PDFs together). Refused uploads and your own files don't count. The limit protects the receipt from repeated uploads.

Remedy: workaround. Ask the owner to email you the file, and attach it yourself with Attach Supplier Data (Record supplier data the owner uploaded through its portal). Or the owner uploads again once 24 hours have passed since the earliest accepted upload. The 10 earlier uploads are in the receipt's chatter: check whether one of them is already the file you need.

Who can fix it: Rx Tracking User or Manager (attach the file); the limit itself can't be changed in the screens.

Error: "… can't be uploaded: only the supplier's EPCIS file (.xml) or its transaction statement as a PDF (.pdf) are accepted."​

What you see: the owner saw, in red:

FILE-NAME can't be uploaded: only the supplier's EPCIS file (.xml) or its transaction statement as a PDF (.pdf) are accepted.

Nothing is in the receipt's chatter.

When: any upload on the owner's Receipts page.

Cause: the file's name doesn't end in .xml or .pdf, or its content doesn't match its name: a PDF must really be a PDF and an .xml file must start with XML (a text file or a spreadsheet renamed .pdf is refused).

Remedy: resolution. The owner uploads the supplier's EPCIS file or its PDF itself; a scan saved as an image or a spreadsheet must be turned into a PDF first. If the owner can't, it emails you the file.

Who can fix it: the owner.

Error: "… is too large: files up to 10 MB can be uploaded." or "Request Entity Too Large"​

What you see: for a file just over 10 MB, the owner saw, in red:

FILE-NAME is too large: files up to 10 MB can be uploaded.

For a file far over 10 MB (for example 25 MB), the browser showed a bare page "Request Entity Too Large" and "The data value transmitted exceeds the capacity limit.", without the portal around it. Nothing is in the receipt's chatter.

When: any upload on the owner's Receipts page.

Cause: uploads are limited to 10 MB. A request well over the limit is cut off before the portal reads it, so no friendly message is possible (PF-A09-06).

Remedy: workaround. Ask the owner to email you the file (or share it another way your procedure allows), and attach it yourself (Record supplier data the owner uploaded through its portal). An EPCIS file is rarely that large: a very large file may be the wrong file.

Who can fix it: Rx Tracking User or Manager.

Error: "Choose the supplier's file to upload."​

What you see: the owner saw, in red, "Choose the supplier's file to upload.".

When: any upload on the owner's Receipts page.

Cause: the chosen file is empty (0 bytes). (Without any file, the browser itself asks the owner to choose one.)

Remedy: resolution. The owner chooses the right file, or asks its supplier to send it again.

Who can fix it: the owner.

The owner gets "Error 404" on an owner page​

What you see: an owner page (an address starting /my/dscsa/owner) shows "Error 404" and "We couldn't find the page you're looking for!". A file link (an address ending /pdf, /xml or /txt) shows a plain page instead:

Not Found
The requested URL was not found on the server. If you entered the URL manually please check your spelling and try again.

When: opening the owner portal, a document, or a file link.

Cause: one of these:

  • the person doesn't have the owner portal: never given, taken away (Take the owner portal away from a contact), or the person is one of your customers' buyers or one of your own users, who never see owner pages;
  • the link is of another owner's record, or of one of your own documents (a link forwarded by someone else, or typed by hand): the portal never says that such a record exists;
  • the address was cut off in an email;
  • for a file link: the document has no such file (for example a received document, which has no stored file).

Remedy: resolution.

  1. Open the owner's profile and select Grant Owner Portal Access: the person's line shows its Access. If it isn't Owner portal, give access (Give an owner's contacts the owner portal).
  2. If it is, the link is wrong: ask the person to open the page from My account or from /my/dscsa/owner.

Who can fix it: Rx Tracking Manager (access); the person (the link).

The owner can't see a subsidiary's stock or documents​

What you see: a person of a parent company signs in to the owner portal and sees the parent's records, but none of the stock, documents, receipts, holds or discrepancies of a subsidiary (or the other way round); a subsidiary's document link answers "Error 404".

When: the companies of one group each have their own owner profile (Create an owner profile).

Cause: each owner company is a separate owner. The owner portal shows the records of the owner the person is a contact of, and never those of a parent or subsidiary owner. This is by design, not a fault.

Remedy: resolution. Give the person access to the other owner too: add the person as a contact under that owner company, with an email address of its own (a portal login is an email address, and a contact belongs to one company only), and grant it the owner portal from that owner's profile ("For an owner group" in Give an owner's contacts the owner portal). The person then signs in with one login per owner.

Who can fix it: Rx Tracking Manager (with Odoo's Contact Creation right for a new login).

The owner's upload ends on "Error 404"​

What you see: the owner selected Upload supplier data and got the page "Error 404" instead of a green or red message. Nothing is in the receipt's chatter.

When: an upload in Upload your supplier's EPCIS file before the goods arrive or the next procedures of that handout.

Cause: the receipt doesn't take uploads from this person any more:

  • it became Done with its supplier data, or was cancelled, while the owner's page was open;
  • it isn't a receipt of the owner, of a DSCSA product, in your company (a receipt of non-DSCSA products only is never listed and refuses uploads);
  • the owner's profile is archived: the owner's people still read their pages, and the Receipts page still shows the upload fields of a receipt with pending supplier data, but every upload answers "Error 404" (PF-A09-02).

Remedy: resolution.

  1. Ask the owner to reload its Receipts page. If the receipt is gone, it no longer needs the data.
  2. If the profile is archived, ask the owner to email you the file and attach it yourself (Record supplier data the owner uploaded through its portal), or re-open the relationship if it continues (Change, end or re-open an owner relationship).

Who can fix it: Rx Tracking User or Manager (attach the file); Rx Tracking Manager (the profile).

The owner's upload ends on "Oops! Something went wrong."​

What you see: after Upload supplier data, the owner got a page "Oops! Something went wrong." and "Take a look at the error message below.", with no message below it.

When: an upload from a Receipts page that stayed open for a long time.

Cause: the page's session had expired, so Odoo refused the form (a security check on every form). The page gives no reason (PF-A09-06).

Remedy: resolution. The owner goes back, reloads the Receipts page and uploads again.

Who can fix it: the owner.

A receipt the owner expects isn't on its Receipts page​

What you see: the owner says that the receipt of its goods isn't on Receipts Awaiting Supplier Data, or the page says "No receipt of yours is waiting for supplier data.".

When: before an upload.

Cause: the page lists only the owner's receipts in your company that are still open (Waiting, Ready) or done with their supplier data still pending, and only for DSCSA products. A receipt that isn't created yet, has another owner (or none), holds only non-DSCSA products, or is done with its data is not listed.

Remedy: resolution. Check the receipt in Inventory ‣ Operations ‣ Receipts: create it, or set its Owner to the owner company (Receive stock for an owner). If the receipt is done and the owner still has the data, the data may no longer be needed: say so to the owner.

Who can fix it: Rx Tracking User or Manager.

The owner uploaded a PDF, but the receipt is still pending​

What you see: the owner uploaded its supplier's statement as a PDF ("FILE-NAME was received for RECEIPT. Our DSCSA team records it after checking it."), and the receipt still shows Received, supplier data pending; the lot is still on hold.

When: after Upload the supplier's transaction statement as a PDF.

Cause: a PDF is kept on the receipt for a person to check. Nothing changes until someone records it.

Remedy: resolution. Open the receipt's to-do "Record the supplier document uploaded by the owner" and record the statement, as in Record supplier data the owner uploaded through its portal. The PDF is among the receipt's files (the paperclip Attach files button of the chatter), not on the upload note (PF-W24-04).

Who can fix it: Rx Tracking User or Manager.

A "Received for you" document has no file on the owner portal​

What you see: on the owner's Documents page, a document "Received for you" has an empty Files column, and its page says "No stored file.".

When: Find, open and download your DSCSA documents.

Cause: the portal offers only the T3 report and EPCIS file your company produces for a shipment. An inbound document keeps the supplier's own EPCIS file under its original name, which the portal doesn't offer (PF-A09-11); the page's line "Stored when the shipment was validated; never regenerated." above "No stored file." is misleading there (PF-W24-03). The owner pages also have no "Download all" of documents (PF-A09-07).

Remedy: workaround. Send the owner the supplier's file from the document (Read an owner's inbound document and the history of owner documents), or make an owner export, whose documents/ folder has every file (Export everything we keep about one owner as one zip). Send Documents to Owner doesn't help here: for an inbound document it sends an email without the file (PF-W17-01).

Who can fix it: Rx Tracking User or Manager (the file); the export: see its procedure.

A document the owner expects isn't on its Documents page​

What you see: the owner says that a document of one of its shipments or receipts isn't on Your DSCSA Documents.

When: Find, open and download your DSCSA documents.

Cause: the page lists the owner's posted documents only: those issued in its name for its shipments, those recorded for its receipts, its side of a title transfer in place, and the documents addressed to it. A shipment that isn't Done, or a receipt whose supplier data is still pending, has no document yet. Your own sales to the owner (when the owner is also your customer) are on its DSCSA Documents card, not here.

Remedy: resolution. Find the document in Inventory ‣ Rx Tracking ‣ Owner Documents (in the 3PL ‣ Reports section) (Find the DSCSA documents issued in an owner's name or received for it). If it exists and is posted for this owner, ask the person to reload the page; if it doesn't exist yet, finish the shipment or receipt.

Who can fix it: Rx Tracking User or Manager.

The owner can't read, or asks about, the reason of a hold​

What you see: on the owner's Holds page, the Reason column shows only the start of the text. Or the owner asks why the reason names a receipt that isn't its own, another owner that recalled the lot, or asks for supplier data it has already sent.

When: See which of your lots and units are on hold, and why.

Cause:

  • the portal's tables cut long texts at the right of their column, with no way to read the rest (PF-W24-01; also the descriptions on the Discrepancies page);
  • the reason is the lot's quarantine reason as recorded for the whole lot, which several owners (and you) may share: a receiving discrepancy of another owner's receipt, or a recall of another owner, names that receipt or owner (PF-A09-10, PF-W18-01);
  • after a late file, the lot's reason keeps its first line "… received before the supplier's transaction information and statement … Attach the supplier's data or record the owner's confirmation to release the lot." while a new line says what still holds it (PF-W24-02).

Remedy: workaround. Tell the owner what holds its units and what you are doing about it; the hold notices you send by email carry the same reason (Find and read the notices sent to an owner). When you quarantine a shared lot or record a recall, write a reason that names no other party (Recall an owner's lots on its recall instruction).

Who can fix it: Rx Tracking Manager (holds and their reasons).

The owner's stock on the portal differs from your Owner Stock report​

What you see: the owner's Stock page shows other quantities or units than Owner Stock or Owner Serials, or than the owner export.

When: See the stock your 3PL holds for you.

Cause: the portal counts stock in your internal locations only (not in transit) and lists Missing units among the units "in our custody"; Owner Stock and the export's stock.csv include transit locations, and Owner Serials leaves out Missing units (PF-A09-05).

Remedy: workaround. Compare with Owner Stock, looking at the location of each line (See the stock we hold for each owner (Owner Stock)), and explain the difference to the owner; settle Missing units with a count. What each owner report lists and leaves out: An owner report is empty or leaves an owner out.

Who can fix it: Rx Tracking User or Manager.