3.1 ePACT Troubleshooting Tips
Gain insight into common ePACT troubleshooting techniques and strategies for addressing issues.
Question
Can you provide some information about troubleshooting ePACT. We're not certain it is working correctly.
Answer
Absolutely!
GENERAL INFORMATION
- The ePACT Integration runs four (4) times per day via a scheduled event. This event runs at 12:00am, 6:00am, 12:00pm, and 6:00pm.
- Each time the ePACT Integration runs. it writes to the Audit Log in RecTrac with a success or failure message. Go to Audit Log Inquiry to see this.
- The ePACT Integration writes four (4) files to the session temp directory on the server, located at X:\VSI3\Progress\DLC117_WRK\vsi\rectrac, during each integration run:
- EPactCreateBulkOrgUserInvites.out - This file contains the requisite json data that is sent to ePACT during the integration.
- EPactCreateBulkOrgUserInvites.bat - This file contains the API call to ePACT that is triggered by each integration run.
- EPactCreateBulkOrgUserInvitesResults.out - This file contains the json response data from the API call to ePACT.
- ePactMembers-Bad-or-Missing-Email.csv- This file contains any members who were excluded from the integration due to invalid or missing email address in RecTrac (This file is also emailed to the ePACT Org Admin address as specified in Static Parameters).
- Special Note regarding .out files: These files are URL Encoded and may be difficult to read with a standard text editor. For easier consumption, use Notepad ++ and install the JSTools Plugin.
- Open the file in Notepad ++
- Select All text
- From the Plugins menu select MIME Tools and select URL Decode
- From the Plugins menu select JS Tools and select JS Format
- This will neatly format the file contents into JSON Data for you to review.
- Each time the ePACT Integration runs, you should see a corresponding record in your Account Activity Log in ePACT. (Log into your ePACT account to see this.)
IF YOU SUSPECT YOUR INTEGRATION IS NOT RUNNING
- Check your Account Activity Log in ePACT for successful Bulk API records. If this record exists for the current date and shows a Status of Complete, the integration is running successfully. You are good to go!
- If these records do not exist, or show a status other than Complete, then continue to the next step.
- In RecTrac, check Scheduled Events Management to ensure the EpactExport event is not stuck in a Running or Queued state. If it is, then change the event status to Activeand run the event. Return to step 1.
- If the RecTrac Scheduled Event shows Active and has an up-to-date last run date/time, then continue to the next step.
- If the Scheduled Event remains Queued, repeat this step.
- In RecTrac go to the Audit Log Inquiry program and filter the Source Program column for CreateBulkOrgUserInvites. In the Detail 1 column. you should see a value of Success. If this value is anything other than Success, there is likely a problem with the integration that will require additional assistance from VSI.
- If this is the case, contact VSI Support.
IF YOU SUSPECT YOU ARE MISSING GROUPS IN EPACT, WHICH SHOULD BE THERE
- ePACT Group creation is triggered based on the Activity Section toggle for ePact Activity. Ensure this toggle option is selected/on for each Activity Section you use with ePACT.
- If this toggle is selected/"on," and there are valid current registrations for the Activity Section, and the Section End Date is greater than or equal to the (current date - 7 days). then the group should be getting created in ePACT.
- If the above conditions are true and you are not seeing your Groups, contact VSI Support for troubleshooting assistance.
A REGISTERED MEMBER IS NOT RECEIVING EPACT INVITES AND DOES NOT SHOW UP IN THEIR GROUPS ON EPACT
- The Integration from RecTrac sends only Enrolled members. Verify the member in question is enrolled and not on the waitlist or cancelled.
- <If a member has invalid or missing email address, they will be excluded from the ePACT Integration (ePACT relies on the email addresses for Invites and cannot process a member without a valid email address). Check the ePactMembers-Bad-or-Missing-Email.csv referenced above in Important Information section above to verify if the member email address is the cause of the problem.
Note: Static Parameters contains a field for ePACT Admin Email Address. In the event a bad or missing email address exists, this email will receive the file referenced above automatically when the integration is run as proactive method of identifying and fixing email accounts.
If you are experiencing an issue with the ePACT side of the integration, please consult their Knowledge Base.