Overview
Whilst we all love to think that once a datafeed is setup, we can just forget about it, and all it just happens behind the scenes and nothing goes wrong. Unfortunately, that is not the case, and datafeeds do require regular checks to ensure that the data continues to update into the Xplan site from the Platform without issues. This article outlines how to monitor the progress of the datafeeds, detect any issues that have arisen and steps you can take to troubleshoot.
Contents
- Overview
- Contents
- Pre-requisites
- Contract Enquiry Troubleshooting
- External account requires mapping
- Unipass Not Configured
- Contract Enquiry Notification Error Messages
- Origo Error Codes
- Summary
- Related Documents
Pre-requisites
- Users (Datafeed Administrators) wishing to edit the Default Processing Options for a datafeed at the firm level, will require the following capabilities: View Datafeeds and Configure System Datafeeds. To find out more about this, please refer to User Capabilities for datafeeds
- The datafeed has been activated for which you wish to view\alter the processing options. Please refer to Activating a datafeed
- Users wishing to override the firm-level processing options on their Adviser ID, will need the following capabilities. View Datafeeds, Modify Own External Adviser ID (if entering only for themself) or Administer External Adviser ID’s (if entering on behalf of other users). To find out more about this, please refer to User Capabilities for datafeeds
- The Adviser ID has been registered within Xplan, for the datafeed for which you wish to define Adviser Overrides for the processing options. Please refer to Registering with the Platform for the datafeed
- Processing Options and/or Adviser Overrides have been reviewed and set as required. Further information can be found under Datafeed Processing Options
- A general overview of how to troubleshoot datafeeds can be found in this article.
Contract Enquiry Troubleshooting
The following guidance has been collated based on frequently reported queries relating to Contract Enquiry Datafeeds.
External account requires mapping
“Error: Import error, Msg: Client Focus External client (id=Policy Number) requires mapping. External Account (Policy Number). Adviser (Adviser Code).”
This error is returned by IressNet where the Client Focus mapping (Client ID) is not present on Xplan following a successful portfolio refresh. Normally as the IPS Account is linked, this will allow the update to succeed as the Client Focus mapping is subsequently added automatically.
Solution -
- View the Client Focus Mapping under Admin – Account Mappings. If they are now present, no further action is required.
- If this isn’t showing, the Client Focus account can be found via System Datafeeds > Mappings > Client Focus Accounts and selecting Unmapped. Click the Action dropdown and select Map. Here, you can follow the normal procedure to map the account to a Client or create a new Client.
Unipass Not Configured
“On Demand Account Refresh Failed for datafeeduk / (Vendor) / (Adviser Code) / (Policy Number). Reason: Please configure UNIPASS Details. External Client (Client Name)”
Solution -
- View the Client Adviser for the client by going to Key Details – Category
- Following the process for exporting a Unipass under the Obtaining your Unipass Certificate
- Then you will need to go to Entering a Unipass Certificate for an Adviser mapping
Contract Enquiry Notification Error Messages
There are error messages that you may encounter when trying to refresh a Contract Enquiry datafeed.
|
Error Description |
Error Details and Possible Solution |
|
The Contract Reference Number (######) is invalid |
Please ensure that the External Reference ID is correct. You may also want to refer to the Platform Summary for the relevant provider for further details. |
|
Adviser Unipass Certificate is revoked |
This means that your Unipass is no longer valid. Please contact Unipass to request a new certificate and then register with the Provider(s). You can refer to the Unipass Guide on how to apply for a new Unipass and Platform Summary for the relevant provider for further details. |
|
Adviser Unipass Certificate has expired |
Please go to Mappings > Advisers Summary Screen and filter ‘Unipass Certificate’ in the Provider drop down. You will be able to see the expiry date of your Unipass in the Login column. You can refer to the Unipass Guide on how to apply for a new Unipass and Platform Summary for the relevant provider for further details. |
|
Request not authorised |
Please check Adviser Mapping credentials. This can also be tested by attempting to login to the Provider’s portal. |
|
Please configure Adviser Mapping |
Please check Adviser Mapping credentials for any errors or typos with the Adviser Code, Username or Password. |
|
The Contract Reference Number (#######) cannot be retrieved as it has Matured. Only Inforce or Paidup policies can be retrieved |
The policy has now reached its maturity so therefore details cannot be retrieved from the provider. |
|
Period to retirement too short. Please contact Provider for valuation |
Period to retirement is 6 months or less and therefore needs to have a manual valuation. Please refer to the Provider for further information on this policy. |
Origo Error Codes
Origo are a standards body in the industry which work with several providers. They have provided guidance on how to interpret the error code returned from Contract Enquiry. See the table below for details.
|
Error Description |
Error Number |
Error Details |
Possible causes |
|
Contract not found. |
1005 |
This indicates that the Product Provider cannot find that contract with that intermediary. This covers a number of potential scenarios: - Contract Reference not recognised; - Any combination of personal details (e.g. forename/surname/postcode/NI Number) do not match; - Policy number not recognised; - The Policyholder specified does not have any contracts with the Product Provider; - Multiple clients have been identified; - The Intermediary is not the servicing agent for the contract |
The policy number requested for the provider valuation service has been entered incorrectly or is not available to the user. The Business User will need to check the policy number is correctly entered and also the product type for the requested plan has been assigned correctly e.g. Bond, Pension, Collective Investment. Another potential cause is that the agencies associated to the users login / Unipass cannot access the plan requested. The Business User will need to contact the provider to check they have been registered correctly for contract enquiry. |
|
Contract undergoing alteration. No data can be returned at this time. |
1026 |
The Provider has suspended the requested contract from the Contract Enquiry service. This may be because it is undergoing some change or because of a known data quality issue. There is no defined period of suspension but it is not expected to be permanent. This includes the scenario where the policyholder has died, and the death claim is being processed. |
Provider service error, no further action is required by the user to resolve. Try the valuation again at a later time. |
|
Intermediary details are incorrect. |
1001 |
This indicates that one or more of the fields in the <intermediary> section of the message are deemed to be incorrect. Pointers should indicate the incorrect fields. This covers the following scenarios: - FSA Number and postcode combination not recognised; - FSA Number not recognised; - Postcode not recognised; |
High level security error generated by a provider where the Intermediary details supplied are not recognised.
The Practise User will need to ensure the Organisation record has been configured correctly with the Provider |
|
Internal server error at provider |
500 |
The server encountered an unexpected condition which prevented it from fulfilling the request. |
Provider service error, try it again later |
|
Invalid (non-numeric) error code |
10021 |
The server encountered an unexpected condition which prevented it from fulfilling the request. |
Non-descript error returned, XML request and response are needed to investigate |
|
Message failed security check. |
1004 |
The Intermediary details in the message do not correspond with the Intermediary identified by the Product Providers security mechanism(s) (e.g. IP address checks, digital certificates, user id & password). |
User not registered for contract enquiry or agency is not associated to this user for CE. Contact the provider to confirm registration details are correct. |
|
Message rejected for unspecified reason |
10019 |
The server encountered an unexpected condition which prevented it from fulfilling the request. |
Non-descript error returned, XML request and response is needed to investigate |
|
No fund breakdown details returned |
10008 |
No valuation data was returned for the contract requested |
Normally that the policy has been surrendered and has no value |
|
Provider system problem. Details cannot be returned. Please try later. |
1027 |
This covers the scenario where the Product Providers systems are down at an unscheduled time. |
Provider service error, try again later |
|
The Product Provider's system has encountered an internal error. |
1050 |
Self Explanatory |
Provider service error, try again later |
|
This contract cannot be accessed under Contract Enquiry. |
1045 |
Self Explanatory |
Provider service error |
|
This policy has been surrendered. |
1029 |
Self Explanatory |
Policy is no longer active |
|
This policy has been transferred. |
1032 |
Self Explanatory |
Policy is no longer active |
|
This policy has matured. |
1031 |
Self Explanatory |
Policy is no longer active |
|
Unknown |
N/A |
No specific error provided |
Non-descript error returned, XML request and response is needed to investigate |
|
User not allowed access |
10016 |
Incorrect user credentials entered or the user has not been registered for this provider service |
High level security error generated by a provider where the credentials supplied are not recognised. This can apply to both Login ID or Unipass services. The Business User will need to ensure the credentials entered for the provider are valid or the Unipass is correct. Another potential cause is that the user has not completed the registration with the provider. The Business User can access the Provider Configuration area to register. |
|
User Not Recognised |
10000 |
Incorrect user credentials entered or the user has not been registered for this provider service |
High level security error generated by a provider where the credentials supplied are not recognised. This can apply to both Login ID or Unipass services. The Business User will need to ensure the credentials entered for the provider are valid or the Unipass is correct. Another potential cause is that the user has not completed the registration with the provider. The Business User can access the Provider Configuration area to register. |
Summary
We trust you have found this document useful. Please let us know whether this helped you understand how to troubleshoot and monitor datafeeds within Xplan. If you have any feedback or comments please let us know by getting in touch with your Account Manager.
Related Documents
User Capabilities for datafeeds
Registering with the Platform for the datafeed
