BrokerEDI/PC E-Mail/EDI Engine Support                                 Back                         Home

Troubleshooting Problems

PA001A – Symantec Email Proxy

Symantec is intercepting your outgoing EDI traffic to CSIOnet.

Solution: You have two options 1) turn off the Symantec check of outgoing mail. 2) In the Settings-CSIOnet or Settings- InsureNet make the Communications Options with only the Dedicated Connection.Now when you want to do your upload/download to your insurance companies bring up the network connection to CSIONet yourself and then when finished disconnect it.

PA001B - I am not receiving E-Mail and/or download.

Solution: We must first determine if the BrokerEDI/PC E-Mail/EDI Engine is receiving e-mail and download.  Go to the \EMAIL directory and run CONNECT.BAT. After the communications session is finished check the \EMAIL directory for the MAILRECV.RML file. All your received mail is put into this file. If no e-mail was received this file has zero bytes. For download, check for any files that have an extension of DAT. There will be a DAT file for every insurance company that has downloaded a file to you. Now from Power Broker do a “Send and Receive E-Mail/Policies”  and click the “Proceed” button to do a communications session and Power Broker should read in your e-mail after the session is finished. Then do a “Reformat” and “Merge” to process your download.  To complete the check that all the e-mail and download was processed by Power Broker go to the \EMAIL directory and check that the MAILRECV.RML file has zero bytes and that there are no files that have an extension of DAT.

PA001C – Insurance companies say they are not receiving our e-mail or upload.

Solution: We must first determine if Power Broker is queuing the e-mail and upload in BrokerEDI/PC E-Mail/EDI Engine’s directories.  Power Broker puts e-mail files in the \EMAIL directory  with extensions of IDF and upload files in the \EMAIL\MHS\MAIL\GATES\ICENET\TROUT directory.  In the “BrokerEDIPC E-Mail Engine” program group, go the “Settings – Schedule” and click the “Set Debug Mode” check box. Send some e-mail and upload and then run a Power Broker communications session. The BrokerEDIPC E-Mail Engine will immediately do a “debug halt”. Now check the  \EMAIL directory  for files that have an IDF extension and check the \EMAIL\MHS\MAIL\GATES\ICENET\TROUT directory for any files. If there are no files then Power Broker has not queued any e-mail or upload.

PA001D – Some E-mail is being sent but others are not being sent.

Solution: In the “BrokerEDIPC E-Mail Engine” program group, go the “Settings – Schedule” and click the “Set Debug Mode” check box. Run a communications session and press <Enter> after ever debug halt.  If you get “Message was not processed due to a addressing format error.” as shown below, in Power Broker remove any slashes in the “First Name” or “Last Name” fields in the E-Mail Recipient table. For example “Auto/Prop” in a name field will cause an addressing format error and the message will not to be sent.


MASTERCOM SMF to Broker 110 Electronic Memo File Transform 2.7

110MEMO.EXE Copyright(c)MASTERCOM Consulting Ltd 1992-2000 All rights reserved

BrokerEDI Root Path = D:\EMAIL

PC Session date and time: Thu Nov 15 17:24:57 2001

  Message was not processed due to an addressing format error.

  ---------------------------------------------------------

PA001E – XMAILER has performed an illegal operation.

Solution: For Windows 98 or 95, if the tests outlined in the following document click WIN98CHK.doc were successful then remove and reinstall Dial-UP networking and TCP/IP files as outlined in Microsoft’s Knowledge Base article Q181599. To obtain these instructions go to http://support.microsoft.com/directory and type in the Article Number Q181599.

PA002 - There are problems accessing the EMAIL directory and its subdirectories.

Solution: Check the \EMAIL's NT 4.0 file folder Attributes, Directory Permissions and Access Through Share Permissions. Click link PERMIT.DOC for an illustration of these properties.

PA003 - WritePrivateProfileString dialog box appears with the message "String could not be added"

Solution: Change the Windows 2000/NT 4.0 Directory Permssions of the \EMAIL directory to Full Control. Click link DIRPERM.DOC to view a Directory Permissions dialog box.

PA004 - On a Windows 95 PC, if you get "Incorrect MS DOS version" go to the MS DOS Prompt (by clicking the Start button, and then point to Programs and click MS-DOS Prompt) and type PATH<Enter> as illustrated below.

Microsoft(R) Windows 95
(C)Copyright Microsoft Corp 1981-1996.
C:\WINDOWS>path
PATH=C:\WINDOWS;C:\WINDOWS\COMMAND

Solution: Check that the PATH=, shown above, includes the path e.g. the C:\WINDOWS\COMMAND to the MS-DOS commands.

PA005 - When you click Power Broker's Proceed button to "Send/Receive E-Mail & Policy Upoad/Download" you get:

Error number: 202
Error message: Invalid path or filename
Line number of error: 0
Program with error: QC44

Solution: Check that the \EMAIL path has been specified correctly in Power Broker's Software Directories screen. Click link EMAILDIR.DOC for a picture of this screen.

PA006 - After the E-Mail Engine runs, Power Broker reports a System Error when:

"Reading mail into power Broker format. Please Standby."

Error number: 1
Error message: File does not exist.
Line number of error: 0
Program with error: QC44

Solution: Ignore this error. This error will occur until you receive your first e-mail message(s). After that, this error should not occur. The file that does not exist is the MAILRECV.RML file in the \EMAIL directory.

PA007 - I send a message but it does not show in the list of sent messages when I choose the "List All Sent Messages" program-item in the BrokerEDIPC E-Mail Engine program folder.

Solution: It is illegal to use a forward slash "/" in the subject field. Do not put a forward slash "/" in the subject field, if you do, your message will not be sent.

 

CSIOnet Connection and Logon Problems (PB001 to PB015)

PB001 - When a CSIOnet session begins, Dial-up Networking brings up the following dialog box.

Solution: A Dial-Up Networking script is not required to make a connection to the BEBN/Tactik network. Remove this script file name from the Dial-Up Networking BEBN/Tactik connection by:

1) Click Start, point to Programs, point to Accessories, point to Communications, and then click Dial-Up Networking.
2) Click the BEBN/Tactik connection icon.
3) On the File menu, click Properties.
4) Click the Scripting tab.
5) If anything is in the "Script file - File name:" box, remove it. It should be blank.
6) Click the OK button and close the Dial-Up Networking window.

If you have any problems following the above steps, please refer to Attachment 7 "Windows95 OSR2 Update" included in the documentation you received from Bell. If you do not have this attachment please call the Bell Electronic Business Customer Support Centre at 1-888-482-2845.

 

PB002 - After a CSIOnet session, the BrokerEDI/PC Engine halts with:

[Dialup Error]
Error=Error: Cannot find the phone book entry.
Press any key to continue . . .

Solution: Click link Cannot find phone book entry for an answer.

 

PB003- After an attempt at a CSIOnet session, the BrokerEDI/PC Engine halts with:

[Dialup Error]
Error=Error: Hardware failure in port or attached device.
Press any key to continue . . .

Solution: This error will occur if the MODEM is turned off or another application like HyperTerminal has the MODEM in use.

 

PB004- After an attempt at a CSIOnet session, the BrokerEDI/PC Engine halts with:

[Dialup Error]
Error=Error: There is no dial tone.
Press any key to continue . . .

Solution: This error is caused because the telephone line is not connected to MODEM. Check that telephone line is securely plugged into the MODEM.

 

PB005 - After an attempt at a CSIOnet session, the BrokerEDI/PC Engine halts with:

[Dialup Error]
Error=+++! ISP Dialup Failed - for Tactik. Error: The port is already open.
Press any key to continue . . .

Solution: Check that no other programs are using the port such as PC Anywhere or Reachout etc. Restart your computer and try communications again. If the problem persists check the MODEM by running Diagnostics. Click link MODEMDIA.DOC for an illustration of running diagnostics.

 

PB006 - The BrokerEDI SMTP/POP3 Communications Module reports:

+++! ISP Dialup Failed - for Tactik.
Error: ERROR_PPP_NO_PROTOCOLS_CONFIGURED

Solution:
1) Double-click Dial-Up Networking. Edit the Properties of the phonebook entry e.g. Tactik

2) On the Server Types tab, in the Type of Dial-up Server: drop-down box, select PPP...........

3) In the Allowed network protocols:, clear the NetBEUI and IPX/SPX Compatible check boxes selected and select only the TCP/IP check box.


PB007 - The BrokerEDI SMTP/POP3 Communications Module reports:

++! ISP Dialup Failed - for Tactik.
Error: There is no answer.

or

+++! ISP Dialup Failed - for Tactik.
Error: The Dial-Up Networking server is not responding.

Solution: These errors can been caused by a noisy communications line. Call the Bell Emergis Help line (1-888-482-2845) and ask if there are problems at their end. If there are no problems and these errors occur frequently, call your local telephone line supplier and ask them to do a data noise check on your telephone line.

 

PB008 - After a CSIOnet session, the BrokerEDI/PC Engine halts with:

[Dialup Error]
Error=Please specify a valid username and password in the ISP Login Settings.
Press any key to continue . . .

Solution: This error means the values specified in the User Login Settings User Name field or User Password field in the "BrokerEDI/PC Engine - BCE Emergis BEBN EDI Connection (CSIOnet) Settings" dialog box are invalid. Choose the Settings - CSIOnet program-item and check that the values are correct. If you have any questions regarding these values, call the Bell Electronic Business Customer Support Centre at 888-482-2845.

 

PB009 - After a CSIOnet session, the BrokerEDI/PC Engine halts with:

[POP3 Mailbox Logon Error]
Error=-ERR be1234x unknown, or access denied from [206.47.2.84]
Press any key to continue . . .

Solution: This error means the value specified in the Email User Name field in the "BrokerEDI/PC Engine - BCE Emergis BEBN EDI Connection (CSIOnet) Settings" dialog box is incorrect. Choose the Settings - CSIOnet program-item and check that the value in the Email User Name field is correct. If you have any questions regarding this value, call the Bell Electronic Business Customer Support Centre at 888-482-2845.

 

PB010 - After a CSIOnet session, the BrokerEDI/PC Engine halts with:

[POP3 Mailbox Logon Error]
Error=-ERR be1234b@broker.edi.csio.com unknown, or access denied from [206.4.2.7]
Press any key to continue . . .

Solution: This error is caused if you have specified "username@broker.edi.csio.com" in the Email User Name field. Choose the Settings - CSIOnet program-item and check that the value in the Email User Name field does not include "@broker.edi.csio.com".

 

PB0011 - After a CSIOnet session, the BrokerEDI/PC Engine halts with:

[POP3 Mailbox Logon Error]
Error=-ERR Password failed for be1234a
Press any key to continue . . .

Solution: This error means the value specified in the Email Password field in the "BrokerEDI/PC - Engine - BCE Emergis BEBN EDI Connection (CSIOnet) Settings" dialog box is incorrect. Choose the Settings - CSIOnet program-item and check that the value in the Email Password field is correct. If you have any questions regarding this value, call the Bell Electronic Business Customer Support Centre at 888-482-2845.

 

PB012 - During a CSIOnet session, "XMAILER.EXE" displays "501 Invalid domain name" and the "++ CSIOnet Communications Trace Log - SMTP" shows:

<The ISP's SMTP Server replied with a successful signon:>
220 ideas-mtl-1.ceb.qc.ca ESMTP server (Netscape Messaging Server - Version 3.6) ready Thu, 12 Aug 1999 ..
EHLO @broker.edi.csio.com
501 Invalid domain syntax

Solution: Specify "broker.edi.csio.com" not "@broker.edi.csio.com" in the Domain field in the "BrokerEDI/PC - CSIOnet Settings (EDI.CFG) dialog box".

 

PB013 - During a CSIOnet session, "XMAILER.EXE" displays:

+++!gethostbyname(pop.edi.csio.csio.com) failed
or
+++!gethostbyname(smtp.edi.csio.csio.com) failed.

with <Authoritative Host not found.> or Error Code = 2
Call the ISP and check if their DNS server is down.

Solution: This error can occur if your MODEM does not stay connected to the Bell Emergis Electronic Business Network. If your MODEM does stay connected, click HOSTFAIL.DOC to display and print the steps to correct this problem.

 

PB014 - During a CSIOnet session, XMAILER.EXE" displays:
+++! ISP Dialup Failed - for XXXXX. Error: Remote PPP peer is not responding.
+++! ISP Dialup Failed - for XXXXX. Error: There is no answer.

Solution: A noisy telephone can cause these errors. Call Bell and have them check your line for noise.

 

PB015 - During a CSIOnet session, XMAILER.EXE" displays:

Receiving file: D:\EMAIL\MHS\MAIL\GATES\ICENET\POPIN\$I000598.TXT
rc=10054
+++! recv() failed.
Error Code = 10054

Solution: This error is normally caused if the telephone line becomes noisy while receiving. Call the Bell Emergis Help line (1-888-482-2845) and ask if there are problems at their end. If there are no problems and this error occurs frequently, call your local telephone line supplier and ask them to do a data noise check on your telephone line.

PB015a - During a CSIOnet session, XMAILER.EXE" displays:

Now beginning the sending of Internet mail.
+++! connect() failed.
rc=10053
Error Code = 10053

Solution: This error is normally caused if port 25 has been blocked by your Anti-Virus software. Unblock port 25.

Corrupted Upload File Problems (PC001)

PC001 - The BrokerEDI/PC Engine halts with:

Check CSIO File Integrity Utility Version 1.0
CHKTROUT.EXE, Copyright(c MASTERCOM Consulting Ltd. 1998 All rights reserved
BrokerEDI Root Path = E:\EMAIL
Corrupted File= 8758
- Non-numeric group length was found in the 10 group.
One transaction file was ckecked.
One transaction file was corrupted and renamed BAD.

!!!!!! There were corrupted file(s) in \TROUT. !!!!!!

1) Please put a blank diskette in drive A and press any key to continue.
The bad file(s) will be copied to the diskette.

2) Please send the diskette immediately to Zycomp Systems.

Press any key to continue . . .

Solution: Follow the directions and send the diskette to Zycomp Systems. This problem is caused by a corrupted upload file in the .\EMAIL\MHS\MAIL\GATES\ICENET\TROUT directory. Note: If all users were not out of Power Broker when the "Send/Receive E-Mail & Policy Upload/Download" was done, a corrupted upload file could have been created.