Troubleshooting
The tables below provide further information on typically encountered errors, with suggested actions. This is followed by investigation and troubleshooting advice.
Validation Errors
| HTTP | ERROR CODE | ERROR MESSAGE | ACTION |
|---|---|---|---|
| 400 | CONS-PO-0003 | This service ID currently has open orders, your order cannot be processed | Investigate and resolve open order on the service |
| 400 | CONS-PO-0004 | Subscriber details for this MSISDN were not found. | Investigate and resolve service state |
| 500 | CONS-PO 0005 | This SIM number {ICCID} has already being used | Investigate SIM status |
| 500 | ESB-1 | Business Error Customer information: Not retrieved. | Please report to the support team. |
Deal related errors
| HTTP | ERROR CODE | ERROR MESSAGE | ACTION |
|---|---|---|---|
| 400 | Cons-po-0002 | Requested completion date cannot be before today’s date. | Adjust the Requested completion date to one in the future. |
| 500 | WSE-500 | Agent ID with {id} does not exist in CRM database | Please report to the support team. |
| 500 | WSE-500 | The deal ID is not recognised. Must be one of (valid deal IDs) | Investigate Deal ID |
| 500 | WSE-500 | The deal name is not recognised. Must be one of (valid deal names) | Investigate Deal name |
Cache errors
| HTTP | ERROR CODE | ERROR MESSAGE | ACTION |
|---|---|---|---|
| 500 | WSE-500 | Web Service Business Error LPDH – Object not found for requested ID. | Retry after an hour. |
| 500 | LPDH_ GOE06 | Web Service Error BAN or Offer could not be found for ServiceID | Please retry later. If consistent, could be a symptom of an earlier order failing, or a ceased service. |
| 500 | WSE-501 | Web Service Technical Error LPDH_GCRS02: Service ID not Found in CRM, OMS or Huawei | Please retry later. |
Communication errors
| HTTP | ERROR CODE | ERROR MESSAGE | ACTION |
|---|---|---|---|
| 550 | WSE-501 | PortalWSSOAPClientExcepion: Internal Server Error | Please report to the support team. |
| 500 | WSE-501 | PortalWSSOAPClientException: I/O error: Read timed out; | Please report to the support team. |
| 500 | GATE-0004 | Connectivity Error occurred during the service invocation | Please report to the support team. |
| 500 | GATE-0004 | Technical Error Timeout occurred during the service invocation | Please report to the support team. |
Troubleshooting Orders
Requested completion date
- Requested completion date needs to be in the future. For orders requiring immediate provisioning, a time a few minutes in the future will allow for latency before date validation.
- The requested completion date needs to be within the next six months.
Deal IDs and Deal Names
- Deal reference information is provided in the form of a Deal Sheet from the Account Manager.
- NOTE: The string " Deal" should be appended to the deal names typically provided in the deal sheet.
Tracking Order progress
- Order status queries sooner than 15 minutes of acceptance may fail due to cache latency.
- For asynchronous orders, the GET /cons-po/ProductOrder/v1/productOrder/{id} operation should be used
- Orders with a status of Negotiation are being processed.
- Orders with a status of Done are complete.
- Orders with a status of Delivery are waiting tor the future date specified, for provisioning.
- Orders in status Negotiation after an hour of placement should be reported to the support team.
- Recommended order completion polling: Query every 15 minutes till Done or Delivery, or an hour as passed.
Errors Querying Orders
- Use the productOrderGet API /cons-po/ProductOrder/v1/productOrder/{id} to get the status of the order.
- WSE-500 typically indicates that asynchronous order is not yet processed, and the result not available in the LPDH cache. Retry in an hour.
- LPDH_GOE06 Could be a symptom of an earlier order failing, or a ceased service.
Investigating Services
- The /cons-ac/Activation-Config/v1/service/{id} API operation should be used to query service state.
- The MSISDN provided on order acceptance will not reflect in caches as active immediately, and may take up to an hour to reflect in caches used for queries.
Investigating SIM issues
-
CONS-PO 0005 The SIM is already active on the network. Investigate SIM status. If you have reason to believe that a false positive on the verification, please report this to the API support team.
-
On an end to end verification environment: Retry with a known unused ICCID from the supplied test data. Request additional end to end test ICCIDs from the Onboarding Support team if required.
Reporting Issues
Please provide the full request and response when reporting an issue, to assist with a quick resolution.