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FTL Creation Errors and Recommended Actions

Rich Hellinga
Rich Hellinga
Updated

In this article

The table below lists the FTL shipment creation Root Cause Analysis (RCA) errors and the recommended actions for fixing those issues.

Root Cause Error

Recommended Action

Carrier Identifier Not Found

Issue: The carrier identifier provided during the shipment creation process does not match any carriers in the project44 database. It is possible that carrier has not yet been invited to join the project44 platform.

Recommended Action:

  1. Verify that the carrier identifier used to create the shipment is accurate.

  2. Ensure that the carrier has been invited through the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/) and successfully onboarded.

  3. If no invitation exists, you are requested to send a new invitation.

  4. If the carrier is already invited, please validate the carrier contact information used in the Network Management Center via email outreach. Kindly resend the invite with the confirmed valid contact information.

  5. Reach out to project44 support via this link and raise a "Carrier Integration Request" ticket for additional assistance.

Appointment Window in the Past

Issue: The appointment windows provided for the shipment stops during the shipment creation process were in the past.

Recommended Action: Kindly ensure that at least one stop in the shipment has a scheduled appointment window set in the future. You can refer to the correct appointment window format provided here.

No Active Tracking Method Configured by Carrier

Issue: project44 is unable to track this shipment based on the provided carrier identifier, shipment identifiers, and equipment identifiers. Possible reasons for this include,

  • The carrier does not have any active tracking methods configured with project44. This can be rectified by onboarding their fleet through telematics or establishing a direct integration with project44.

  • The provided identifiers for the configured tracking methods do not match the expected identifiers.

Recommended Action:

  1. To add a new tracking method, the carrier should log into the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/) and add their connection details by following the on-screen guide.

  2. Ensure that the provided identifiers match the expected identifiers from the carrier. You can find a list of expected identifiers for each carrier by following the instructions outlined in this support documentation.

  3. Reach out to project44 support via this link and raise a "Carrier Integration Request" ticket for additional assistance.

Invalid Carrier Identifier Format

Issue: The carrier identifier format provided for the shipment during the creation process is invalid.

Recommended Action:

  1. Verify that the carrier identifier used to create the shipment is accurate.

  2. Ensure that the provided identifiers match the expected identifiers from the carrier. You can find a list of expected identifiers for each carrier by following the instructions outlined in this support documentation.

  3. Ensure that the carrier has been invited through the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/) and successfully onboarded.

  4. Reach out to project44 support via this link and raise a "Carrier Integration Request" ticket for additional assistance.

Missing Carrier Identifier

Issue: A carrier identifier was not provided during the shipment creation process.

Recommended Action:

  1. Ensure that a valid carrier identifier is provided during the shipment creation process.

  2. Ensure that the provided identifiers match the expected identifiers from the carrier. You can find a list of expected identifiers for each carrier by following the instructions outlined in this support documentation.

Invalid Appointment Window

Issue: The appointment windows provided for the shipment during the creation process are invalid

Recommended Action: Verify the appointment windows to ensure that every shipment stop has both a start time and an end time where the start time precedes the end time. You can refer to the correct appointment window format provided here.

Invalid API Request

Issue: The shipment creation process might have failed due to the following reasons.

  • The request payload was not correctly configured.

  • Invalid characters or properties were present in the request payload.

Recommended Action:

  1. Analyze the API response thoroughly for errors and attempt to retry the shipment creation request with a valid request payload.

  2. For assistance with the valid request payload format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Geo-coordinates for Shipment Stop

Issue: The shipment stops information has encountered one of the following issues with respect to the geo-coordinates data.

  • project44 was unable to locate geo-coordinates for the provided address.

  • project44 was unable to determine the address from the provided geo-coordinates.

  • The geo-coordinates format was invalid.

Recommended Action:

  1. Each shipment stop requires complete geo-coordinates or address information to be valid. Verify the address for the shipment stops and ensure that the format of the geo-coordinates is correct.

  2. For assistance with the valid geo-coordinates format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Vehicle Not Identified

Issue: No vehicle was identified corresponding to the equipment identifier provided during the shipment creation process.

Recommended Action:

  1. Kindly verify with the carrier that the vehicle identifier provided is correct and has been registered with project44.

  2. If you wish to remove vehicle identifier validation during the shipment creation process, please contact your project44 CSM.

  3. If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Shipment Stop Numbers Received in Non-Sequential Order

Issue: The shipment stop numbers provided during the shipment creation process are not in a sequential order.

Recommended Action:

  1. Please ensure that all stops in the shipment creation request are sequentially ordered, with each stop number incrementing by one (e.g., '1', '2', '3'). This sequential ordering is necessary for accurate processing of the creation request.

  2. If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Missing Shipment Stops

Issue: Shipment stop information was not provided during the shipment creation process.

Recommended Action:

  1. Ensure that data for at least two shipment stops are provided during the shipment creation process.

  2. For assistance with the valid address information format, refer to the support documentation provided here.

DriveView - Invalid Phone Number

Issue: The shipment was assigned an invalid phone number as its equipment identifier. It is essential to set a valid mobile number, including the '+' sign and country code, to be able to create and track a shipment via the DriveView application.

Recommended Action:

  1. You are requested to ensure that the phone number used for the shipment correctly corresponds to the driver who will be carrying the shipment and is including the '+' sign and country code.

  2. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Missing Address Information for Shipment Stops

Issue: Address information was not provided against one or more shipment stops during the shipment creation process.

Recommended Action:

  1. Ensure that address information is provided against all the shipment stops during the shipment creation process.

  2. Ensure that each shipment stop has valid address, postal code, city, state, and country information. For assistance with the valid address information format, refer to the support documentation provided here.

Shipment Already Exists

Issue: A shipment with the same shipment identifier details (BOL or Order Number) already exists for the carrier identifier provided during the shipment creation process.

Recommended Action:

  1. Ensure that each shipment has a unique combination for the following:

  • (Order Number, Carrier Identifier)

  • (Bill of Lading, Carrier Identifier)

  1. If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Address Information for Shipment Stops

Issue: The address information provided against one or more of the shipment stops during the creation process are invalid.

Recommended Action:

  1. Ensure that valid address information is provided against all the shipment stops during the shipment creation process.

  2. Ensure that each shipment stop has valid address, postal code, city, state, and country information. For assistance with the valid address information format, please refer to the support documentation provided here.

Shipment Appointment Windows Received in Non-Chronological Order

Issue: The shipment appointment windows provided during the shipment creation process are not in a chronological order.

Recommended Action:

  1. Verify that the appointment windows for shipment stops are sent in chronological order during the shipment creation process, unless they occur on the same day.

  2. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Missing Geo-coordinates for Shipment Stop

Issue: Geo-coordinates were not provided against one or more shipment stops during the shipment creation process.

Recommended Action:

  1. Ensure that geo-coordinates information is provided against all the shipment stops during the shipment creation process.

  2. For assistance with the valid geo-coordinates format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Equipment Identifier

Issue: The equipment identifier provided during the shipment creation process could not be validated by project44.

Recommended Action:

  1. Verify with the carrier that the equipment identifier provided is correct and has been registered with project44.

  2. If you wish to remove equipment identifier validation during the shipment creation process, contact your project44 CSM.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Temporary Service Disruption

Issue: There was a temporary service interruption while processing the shipment creation request.

Recommended Action:

  1. Analyze the API response thoroughly for errors and attempt to retry the shipment creation request with a valid request payload.

  2. For assistance with the valid request payload format, refer to the support documentation provided here.

  3. If you notice that this issue is continuously affecting a significant number of your shipments over an extended time period, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

User Not Authorized to Create Shipments

Issue: The user attempting to create shipments lacks the necessary permissions required to proceed with the shipment creation request.

Recommended Action:

  1. Verify that all the users in your tenant have been assigned the Truckload Visibility API and Truckload Visibility UI permissions. You can manage and update the role assignments via this link.

  2. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Shipment Stop Format

Issue: The shipment stops format provided for the shipment during the creation process is invalid for one or more of the stops.

Recommended Action:

  1. Verify that the shipment stop information used to create the shipment has the valid format.

  2. For assistance with the valid shipment stop format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Missing Equipment Identifier

Issue: An equipment identifier was not provided during the shipment creation process.

Recommended Action:

  1. You are requested to add a valid equipment identifier to the shipment details during the shipment creation process.

  2. If you wish to remove equipment identifier validation during the shipment creation process, contact your project44 CSM.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Email Address

Issue: The email address provided during the shipment creation process could not be validated by project44.

Recommended Action:

  1. Ensure that a valid email address is provided in the contact field for each shipment stop.

  2. For assistance with the valid email address format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Missing Shipment Identifier

Issue: A shipment identifier was not provided during the shipment creation process.

Recommended Action:

  1. You are requested to add at least one valid shipment identifier during the shipment creation process.

  2. If the problem persists or if you need additional help, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Missing Appointment Window for Shipment Stop

Issue: Appointment window information was not provided against one or more shipment stops during the shipment creation process.

Recommended Action:

  1. Please ensure that appointment window details are provided against all the shipment stops during the shipment creation process.

  2. You can refer to the correct appointment window format provided here.

Multiple Instances of Shipment Identifier

Issue: project44 expected only one instance of each type of shipment identifier, but instead, multiple instances were detected (e.g., two or more instances of BOL or Order Numbers).

Recommended Action:

  1. Reattempt the shipment creation process with only one instance of each identifier type (BOL or Order Number).

  2. Ensure that the provided identifiers match the expected identifiers from the carrier. You can find a list of expected identifiers for each carrier by following the instructions outlined in this support documentation.

  3. Reach out to project44 support via this link and raise a "Carrier Integration Request" ticket for additional assistance.

Missing Location Data for Shipment Stops

Issue: Neither location information nor location identifier was not provided against one or more shipment stops during the shipment creation process,

Recommended Action:

  1. Ensure that location information or the location identifier is provided against all the shipment stops during the shipment creation process.

  2. For assistance with the valid shipment stop format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Location Identifier for Shipment Stop

Issue: The location identifiers provided against one or more of the shipment stops during the creation process are invalid.

Recommended Action:

  1. Ensure that valid location information or location identifier is provided against all the shipment stops during the shipment creation process.

  2. For assistance with the valid shipment stop format, refer to the support documentation provided here.

  3. If the problem persists or if you need additional help, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Invalid Shipment End Time

Issue: The shipment creation attempt failed because the appointment end time of the final stop was incorrectly set before the appointment start time of the first stop.

Recommended Action: Verify the appointment windows to ensure that every shipment stop has both a start time and an end time where the start time precedes the end time. You can refer to the correct appointment window format provided here.

Appointment Window Too Far in the Future

Issue: The appointment window provided for the shipment destination stop during the shipment creation process was more than nine months into the future.

Recommended Action:

  1. Please verify the appointment windows to ensure that every shipment stop has both a start time and an end time where the start time precedes the end time. You can refer to the correct appointment window format provided here.

  2. Please ensure that the appointment window for the shipment destination stop is within a reasonable timeframe, typically within the next nine months, during the shipment creation process.

Carrier Not Invited

Issue: The carrier has not yet been invited to join the project44 platform. Therefore, you are requested to extend an invitation to the carrier so that they may join the platform.

Recommended Action:

  1. Confirm the invitation status for the carrier in the Network Management Center (https://nmc-na12.voc.project44.com/ or https://nmc-eu12.voc.project44.com/).

  2. If no invitation exists, you are requested to send a new invitation.

  3. If the carrier is already invited, validate the carrier contact information used in the Network Management Center via email outreach. Kindly resend the invite with the confirmed valid contact information.

  4. Reach out to project44 support via this link and raise a "Carrier Integration Request" ticket for additional assistance.

Unknown Error

Issue: The cause of this error is yet to be determined by project44, but the team remains proactive in regularly introducing new root causes.

Recommended Action: If you notice that this issue is continuously affecting a significant number of your shipments over an extended time period, reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

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