Troubleshooting "Not Processed" Documents

At times documents may not process, leaving them with a status of “Not Processed.” Listed here are a number of potential resolutions to address this problem along with guidance on best practices to follow and how to get help if needed.

If a document fails to process in Conexiom, it is typically due to one of several common issues. This article outlines the most frequent causes and provides recommended steps to resolve them.

Common Reasons for Processing Failure

The most common reasons for processing failure are described below.

Document Layout Does Not Match Configuration

Conexiom relies on sample documents provided during setup to identify and extract data. If the layout of a submitted document differs from those samples, processing may fail.

Recommended Actions:

• Review the error message sent to the Business Representative and follow any instructions provided.

• Compare the failed document with a previously successful one to identify layout differences. For example, look for differences in field placement and other formatting.

• If differences are found, do one of the following:

  • Contact the customer or vendor to request a standardized format.

  • Submit a change request to Conexiom to update the configuration.

If no differences are found and the issue appears to be delivery-related, attempt to reprocess the document. If it still fails, submit a change request asking Conexiom to investigate and implement a fix for future documents.

Missing or Misplaced Information

Documents may fail if required fields are missing or located in unexpected areas.

Examples:

• A PO number expected in the header is located in the footer.

• Line item details are embedded in a comment section.

Recommended Actions:

• Verify that all required fields are present and correctly positioned.

• If necessary, submit a change request to adjust the document mapping.

Document Is Not Clear Text

Conexiom Premier requires documents to contain machine-readable text. Scanned images or low-resolution PDFs may not be processed correctly.

Recommended Actions:

• Ensure the document is in a clear-text format (e.g., native PDF, DOCX).

• If the document is image-based, request a better version from the sender or use the Express tool to process it.

  • If you do not currently have access to Express and would like it activated, contact Support via the support form in the portal.

Delivery Failure

Even if the document is valid, delivery may fail due to system connectivity issues.

Examples:

• SFTP server is down.

• ERP API is unreachable.

Recommended Actions:

• Attempt to reprocess the document. Temporary issues may resolve on retry.

• If reprocessing fails, submit a change request for Conexiom to investigate the delivery failure and apply a fix.

Best Practices

Following are some of the best practices to follow in submitting documents.

• Maintain a repository of successful document samples for quick comparison.

• Use Conexiom’s error notifications as your first line of troubleshooting.

• Establish a clear escalation path for document format changes with customers or vendors.

• Regularly monitor delivery endpoints (SFTP, ERP API) to ensure availability.

Getting Help

If you're unable to resolve the issue using the steps above, submit a change request to reach our Connection Development team.