Alert emails for Unacknowledged records

Created: 30 September 2009. Last Reviewed: 25 November 2013

This occurs when EEE sends some data out to the stores and the stores do not send acknowledgements back that they have received it. EEE will automatically send alert emails when a store has unacknowledged records older than 7 days. This can be due to a few things:

• The data was never received by the store
• The store received the data however the acknowledgements couldn't be send back to EEE
• The store got a newer version of the data sent to it, in which case it will not acknowledge older data
• The data or acknowledgements got lost in transit

The unacknowledged records are held in the ExportMaintenance table in EEE and alerts are sent out whenever there are records older than 7 days for any stores.

When this occurs, you should check the store's export folder on the EEE server (which is usually in a folder \EEEData\Export\<Store directory>\). If there are any isl-file.zip or isl-po.dat files in this folder, then the alerts are occurring because the exported data from EEE is not being loaded into Enabler at the store. This means that there is a communication issue between the store and EEE that should be investigated. (You can also verify this is the case by looking in \EEEData\Archive\<Store directory> to see if EEE has recently received any files from the store)

If there are no files in the Export folder on the EEE Server, check the \enabler\comms\ackout folder on the store server. This is where acknowledgement files are created for transferring back to EEE. If there are files in this folder, then there is a communications issue between the store and EEE server that should be investigated.

If none of the above apply, then you should perform an export of unacknowledged records only to the affected store. This will re-export all records in the ExportMaintenance table for this store, that are older than the “Resend After” hours in the EEE Configurator.

If the alerts still occur the day after this re-export is performed, it is likely that the store already has newer versions of the data that was exported which is why no acknowledgements are sent. In this case, the concerned records may need to be manually deleted from the ExportMaintenance table.