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FTL Push Tracking Errors and Recommended Actions

Rich Hellinga
Rich Hellinga
Updated

In this article

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

Root Cause Error

Recommended Action

No Tracking Updates Received from the Carrier via API

Issue: No tracking status updates have been received for the shipment from the carrier via API connection.

Recommended Action:

  1. Please contact the carrier to verify that the shipment identifiers, such as the bill of lading or the order number, have been shared correctly for the shipment. If the carrier is expected to provide shipment tracking information via API for your account, kindly contact them to validate the configuration of the API.

  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.

API Tracking Unavailable from the Carrier for this Customer

Issue: It appears that the carrier has never utilized shipment tracking via API for the specified customer. This could be attributed to a potential misconfiguration provided by the carrier for this particular customer. It is also possible that the issue stems from a mismatch in shipment identifiers between what the customer sends to the carrier and what they send to project44.

Recommended Action:

  1. If the carrier is expected to provide shipment tracking information via API for your account, kindly contact them to validate the configuration of the API.

  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.

Tracking Updates Received from Carrier After Expiration of the Tracking Window

Issue: The carrier sent tracking status updates after the expiration of the shipment tracking window.

{{Percentage}} of tracking status updates were received after the expiration of the tracking window.

Recommended Action:

  1. Kindly verify that the shipment has been created with the correct tracking appointment window.

  2. Please contact the carrier to ensure that the tracking status updates are received within the designated tracking window and to ensure that their timezone configuration is correct.

  3. Please discuss with your CSM to determine if your current settings regarding shipment time-outs are suitable for your specific use cases.

  4. 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.

API Tracking Unavailable from the Carrier for All Customers

Issue: We understand that this carrier has been enabled to push data via API. However, there could be a potential misconfiguration provided by the carrier or the carrier may still be in the process of onboarding with project44.

Recommended Action:

  1. If the carrier is expected to provide shipment tracking information via API for your account, kindly contact them to validate the configuration of the API.

  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.

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, kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in resolving the matter.

Tracking Updates Received from Carrier with Timestamps in the Future

Issue: The carrier sent tracking status updates with timestamps in the future. This issue might be the result of a carrier configuration issue, where the timestamps in the payload are being set in the future.

{{Percentage}} of tracking status updates had timestamps in the future.

Recommended Action:

  1. Kindly verify that the shipment has been created with the correct tracking appointment window.

  2. Please contact the carrier to ensure that the tracking status updates are received within the designated tracking window and that their timezone configuration is correct. The carrier should verify whether they are sending data in UTC or incorrectly applying time offsets. If they provide an example payload and timestamp of when it was sent, and the issue persists, then project44 can validate if the offset is correct.

  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.

Tracking Updates Received from Carrier before Shipment Creation

Issue: The carrier sent tracking status updates before shipment creation.

{{Percentage}} of tracking status updates were received before shipment creation.

Recommended Action:

  1. Kindly verify that the shipment has been created with the correct tracking appointment window.

  2. Please contact the carrier to ensure that the tracking status updates are received within the designated tracking window and to ensure that their timezone configuration is correct.

  3. If the problem persists, kindly contact your project44 Customer Success Manager to review the configuration of the State Event Position (SEP) flag for your account.

Tracking Updates Received from Carrier before the Start of the Tracking Window

Issue: The carrier sent tracking status updates with timestamps from before the start of the tracking window.

{{Percentage}} of tracking status updates had timestamps from before the start of the designated tracking window.

Recommended Action:

  1. Kindly verify that the shipment has been created with the correct tracking appointment window.

  2. Please contact the carrier to ensure that the tracking status updates are received within the designated tracking window and to ensure that their timezone configuration is correct.

  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.

Tracking Updates Received from Carrier in Disordered Sequence

Issue: The carrier sent tracking status updates in an unexpected and disordered sequence

Recommended Action: Kindly reach out to project44 support via this link and raise a "Support Request" ticket for assistance in enabling the State Event Position (SEP) flag for your account. This will ensure that out-of-order updates are accounted for in tracking.

Tracking Updates Received from Carrier Without Geo-coordinate Information

Issue: The carrier sent tracking status updates without corresponding geo-coordinate information.

{{Percentage}} of tracking status updates were received without geo-coordinate information.

Recommended Action:

  1. Please contact your carrier to verify that the tracking status updates include valid geo-coordinate data.

  2. If the carrier is only transmitting milestones and/or status events, they must include (0,0) as the latitude and longitude coordinates.

  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.

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