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Troubleshooting

General advice​

Once trained, we find the document handling to be reliable and repeatable; however, when initially setting up the extension or when handling poor input data you may find that some troubleshooting is required.

Below we outline a few common issues which we have seen and then a comprehensive list of error codes which we may report, and what you can do to address these.

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Some of these settings will not be available to you if you are on our hosted service. Please contact the support team if you are unsure.

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Please ensure that any issues are logged with your support provider and not directly with Rossum.

If required, the support provider will log issues with Rossum on your behalf.

Messages and Logs​

For export errors specifically, these may be hidden in the "Toggle Document Info" panel.

Initially you may like to first look at any automation blockers in the documentation page. These usually carry tips on how to bypass any simple data issues.

If that fails to resolve the issue you can look at the Extension Logs on Rossum (now called activities ) which should include a detailed error in the response section. Note some users on our hosted solution may not have access to this, in this case please contact support for further assistance.

The extension logs / activities menu can be found here:

shows the logs menu item in rossum under the extensions menu at the top of the page

Testing Your Extension​

You can now test your extension connection back to Unit4 which may help solve some issues

Error Messages​

Please note, when looking at error messages there may be more than one error code in the response. For example:

[EX_001]: Export Invoice Failed Previous errors: [IF_009]: Failed to export invoice due to errors in the document: Transaction with this invoice ID already exists in ERP

In this example EX_001 is a general error that lets us know it's an export which is failing. The solvable error is IF_009; for which the solution may be to edit the invoice number inline, or to remove a mis-entered invoice from ERP, or perhaps to ask the supplier to re-issue with a new invoice number in the instance that this is a mistake on their part.

Troubleshooting in Rossum Activities​

Please note that Rossum Activities are only retained for 7 days (we understand that this can not be changed).

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We usually avoid documenting specific Rossum features as they are subject to change. However we felt that a "handy hint" for debugging in Rossum would be useful

  1. Find the document / annotation id number, this will be in the url for your document for example if you are working on a document the URL will look something like this: rossum.ai/document/87633841?datapointPath=15355140122,15355140145 The highlighted part is the annotation id, copy this

  2. In activities select the Add filter button in the top left and choose: Annotations Ids

    shows the add filter menu item at the top of the page

  3. In the box add the annotation id, but notice that it won't "take", you must add the comma after the id even if there is only one

    shows the annotation id as unselected

  4. The annotation id will then "take" and you can click the apply button

    shows the annotation id in the selected style

  5. You will then see all the "activities" for this document

    shows the results page with two lines of result

  6. If you expand an activity you can then see the detail underneath it:

    • Request : The data that rossum is sending to the extension, this should be a full document object so you should be able to find all of the data in here.
    • Response: The response back from the extension which will usually include operations (where things are being updated) and messages.
    • Output: Additional data may be presented here.
    • Metadata: Additional data pertaining to the hook.
shows the results page with two lines of result

Common issues​

Invoices are sent to Unit 4 but not marked as exported.​

This is usually caused by being unable to access Rossum's API. In your extension configuration ensure there is a user selected in the Access to Rossum's API from extension dropdown, and that the chosen user has adequate permissions to mark a document as exported.

The data from unit4 is not being updated in Rossum​

This is likely down to the caching and the settings that control the refresh time.

Unit4 webservice (MS7 / CR) returns a response like File size [1994322] is larger than maximum [1024000]​

Even though you have a large document size set on your document type, the system still won't accept a large document.

This is a setting at the webserver level which needs to be configured in the antisamy.xml. This can only be done on the webserver so you will need to discuss this with the appropriate team (Server team / Unit4 support)