Troubleshooting Data Transfer Issues

Navigation: Dosimetry Data > Troubleshooting Data Transfer Issues

Dosimetry Data

There are circumstances that can cause the Online Data Transfer interface to fail to connect, fail to download or fail to import new Dose Readings into Historion. The first time the Data Transfer interface is used missed or incorrect settings can cause the initial connection or download to fail. There are also local environment, network and data factors that can interrupt the intended Data Transfer outcome.

Connection Issues

Service connection and authentication issues are displayed in a Connection Log Window with all available diagnostic detail displayed. The Notification Area displays a red failure warning message. In the following example the User does not have the Use Landauer Data Service [ ] field ticked so the User does not have approval to connect to the Data transfer Service.

Failure Warning Message

Error Log showing diagnostic details

The Connection Log Window provides the diagnostic information need to resolve the Data Transfer problem. Known issues and causes are covered in the Data Transfer Messages table below. The error message can be copied, or a tab snap taken for troubleshooting. If contacting Historion Support for assistance in resolving the issue this will be one of the first things the support representative requests.

In the event of a Data Transfer failure, consulting the table should lead to the Historion User or local IT support to resolving the matter. There are exceptions, however most faults can be resolved locally.

In some cases, the issue is clear and should be straightforward to resolve. For example, a common issue is the Provider username or password are incorrect in the Landauer Settings tab. This is indicated in the Notification Area when a Data Transfer is attempted;

Data Transfer Messages Table

Data Transfer Service Error Messages, Explanation and Remedies

Your login attempt was not successful.

Check your service connection username and password in settings.

This error means that either the username or the password or both recorded in the Landauer settings tab were incorrect and need to be changed. If a new password or username is required contact Landauer.

This is a common issue easily resolved.

Error Codes returned by the service:

For Account(s): 12345, 67890:

Account: 12345: Account setup is incorrect. Error Account is missing

Account: 67890: Account setup is incorrect. Error Account is missing

This error means that one or more account numbers provided in the Landauer settings tab are typed incorrectly and are not account numbers known to the Landauer portal. Recheck and fix the account numbers in the Landauer settings tab. The offending account numbers are indicated.

This is a common issue easily resolved.

Error Codes returned by the service:

For Account(s): 12345, 67890:

Account 12345: Account setup is incorrect Error Historion Data service not Active

Account 67890: Account setup is incorrect Error Historion Data service not Active

This error means that the Customer Permission tick box has not been set for the Landauer account or accounts indicated in the Landauer portal.

This is a common issue easily solved.

Error Codes returned by the service:

For Account(s): 12345, 67890:

Account 12345: Account setup is incorrect. Error Invalid Historion Repository No Account 67890: Account setup is incorrect. Error Invalid Historion Repository No

This error means that one or more Account Numbers recorded in the Landauer Settings tab, whilst recognised by the portal, actually happen to belong to a different Historion customer and the Account(s) field contents have been incorrectly recorded in the Landauer settings tab.

The data transfer will not commence under this scenario until all Account Number are changed to those owned by the Historion Customer, identified by their Licence Number. This is a very rare and unlikely issue. Contact Historion or Landauer if concerned.

Exception: System.ServiceModel.EndPointNotFoundException

There was no endpoint listening at

https://services.landauer.com.au/HistorionExchange/HistorionExchange.svc that could accept the message.

This is often caused by an incorrect or SOAP action.

See Inner Exception, if present, for more details.

This error is usually caused by an incorrectly entered service URL, or proxy URL,

an internet outage, or a remote service outage. Please check your settings and try again.

Inner Exception: System.Net.WebException

The remote server returned an error. (404) Not Found.

Historion is present in Government, University, Hospital and Corporate locations. Some locations have very strict and very custom ways of controlling access to the Internet outside their network.

This error is indicating that either an incorrect entry is present in the Service Address field of the Landauer settings tab, or some other underlying network condition, which is often security or network configuration related, is preventing access to the Online Data Transfer Service.

The issue may require local IT support assistance and Historion Support assistance to find a cause and a resolution. This error usually occurs when the Data Transfer service is first setup and a connection first attempted.

The first step is to confirm that the Service Address has been recorded in the Landauer settings tab exactly as outline below;

https://services.landauer.com.au/HistorionExchange/HistorionExchange.svc

If the Service Address is correct, then something is successfully blocking the network connection and the following scenarios should be checked (all have occurred at Historion implementations before) and where needed confirmed with the local IT Department;

1.Is access to the Internet currently available through a browser? If not, resolve this and retry.

2.Is a Proxy Server present but not setup in the Landauer settings tab? Resolve and retry.

3.Is a Proxy username and password required but not added in the Landauer settings tab? Resolve and retry.

4.If the local IT Department uses a custom Proxy Script for Internet Connectivity is the service end point address factored into the script?

5.If the local IT Department requires whitelisting of web addresses, then is the above https service address included in the whitelisting?

6.If your IT Department requires a VPN connection to the service, is it currently connected?

7.Is the Landauer Data Transfer Service currently down for or after portal maintenance?

Occasionally connection issues for new scenarios, including some of the scenarios above, can only be diagnosed and resolved by a dialogue between local IT and Historion support.

Import Issues After Downloading

The Online Data Transfer service can have the same types of import issues as the Individual Dose Report (File) import mechanism and the Bulk Dose Report Import Utility. Issues encountered at this stage of the Data Transfer mechanism are data validation failures. There are some common ones.

If a Dose Report cannot be imported (having been first downloaded with a successful connection) the Dose Report Import Action is set to Exclude and a summary of the validation message is shown in the Progress column. The colour of the progress bar in the Notification Area is changed to yellow to indicate that there are one or more data validation anomalies to resolve;

Action set to “Retry” Tooltip showing diagnostic message when mouse hovering over Progress column cells

Log Import Processing option

Note: The Progress column will contain helpful diagnostic information for any Dose Reports that cannot be imported. This information can be seen by double-clicking inside a Progress column cell, pausing with the mouse cursor (hovering) over cells in the Progress column (to see the message detail in a tooltip, shown above) or exporting the list to Excel.

Troubleshooting import data validation anomalies can be done at three levels;

1.Review validation outcomes on the tab (this is shown above)

2.Export data validation outcome to Excel using the Export button then review, detailed below

3.Turn on the Log Import Processing option for detailed validation diagnostics. This involves selecting a location to save the import log then examining the import log after importing is attempted as outlined below. Note that for previously failed import attempts the Action will need to be manually changed from Exclude to Retry.

2. Export Import Validation Outcomes to Excel

The Import Validation Outcomes can be exported to a new Microsoft Excel spreadsheet for further analysis by use of the Export button at the lower left corner of the Data transfer tab. This is helpful in making Import Validation Outcome messages in the progress Column easier to read and can be saved outside of Historion if required;

3. Turn on Import Logging

Historion includes a tick box that switches on verbose logging of Import Data Validation Outcomes. This option is not ticked on by default. If it is on Historion prompts for a location to store the log when the import process is started by clicking the import button;

Examine the Import Data Validation Log

The Import Data Validation Log will be saved in the location selected above. The log can be opened in Excel, Notepad or Wordpad and appears as shown below. In this example some additional formatting (line breaks ) has been added to emphasise how data validation is processed in Dose Report blocks;

Validation error diagnostics block Dose Report processing block

The Import Data Validation Log is designed to provide enough information to ensure the reason for not successfully importing a Dose Report is as obvious as obvious. The log shows the tasks, in sequence, that were unedrtaken immediately prior to validation failure.

The Historion development team has saught to ensure that validation logs are human readable and not cryptic or difficult to decipher.