Troubleshooting and Resolving Issues after a System Failure

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After a system failure, producer messages which did not get deleted from the producer mailbox need to be resolved.

About this task

Perform the following steps to resolve producer messages which did not get deleted from the producer mailbox after a system failure. A system administrator can resolve some cases without producer partner involvement, starting with step 1. Otherwise, producer partners start at step 2.

Procedure

  1. As system administrator, find out if the message got routed.
    1. Select Tools > B2B Console.
    2. Find the Message ID of the files from Deployment > Mailboxes > Messages.
    3. Search in Sterling File Gateway using advanced search by Message ID.
    4. If you find a result for the Message ID, the message status should be Failed. Replay the Arrived File. This enables you to resolve the issue without producer partner involvement.
    5. If you did not find a result for the Message ID, contact the producer partner and have the producer partner rename the file, with the instructions in Step 3.
  2. As the producer partner, determine if the message got routed.
    1. Log in to your producer mailbox and note of the name of the message.
    2. In myFileGateway, search for activity by Original File Name.
    3. If you find a result for the Original File Name, it should have a status of Failed. Replay the arrived file.
    4. If you did not find a result for the Original File Name, go to step 3 and rename the file.
  3. As the producer partner, rename the message. Renaming causes the message to be routed.
    1. Log in as the producer partner user that added the file to Sterling File Gateway.
    2. Navigate to the mailbox directory that contains your message.
    3. Rename the message using the exact same file name. The rename command varies for different protocols and clients. For example, the command line in FTP and SFTP is the following: 
      rename filename filename