OVERVIEW
This guide helps you identify, troubleshoot, and resolve missing data issues in OneScan. Missing data can manifest in several ways, from scanning errors to orders not appearing in your EPCIS history. Follow the steps below to quickly diagnose and resolve your issue.
HOW TO IDENTIFY MISSING DATA
Signs You Have Missing Data:
1. Scanning Errors in Edge Receive:
• Error message: "sGTIN not found"
• Error message: "blank not found"
• These errors indicate the product data isn't in the system
2. Missing Orders in EPCIS:
• Order doesn't appear in EPCIS History page (this is the primary indicator, if it is not there it's probably not in OneScan)
• Order doesn't appear in EPCIS Orders page (secondary indicator, might be errored out in EPCIS History)
• The EPCIS History page is the definitive source - if it's not there, the data file was not successfully sent over
3. Cancelled Orders in EPCIS History:
• Order shows status "Cancelled" in EPCIS History
• IMPORTANT: Cancelled files ONLY appear in EPCIS History module
• This indicates corrupted or incorrect data in the file
INFORMATION TO GATHER BEFORE CONTACTING SUPPORT
To help us resolve your issue quickly, please have the following information ready:
Required for All Issues:
• PO Number/Order ID
• Invoice Number
• Account Number with Supplier
If Specific Items Are Affected:
• Serial Number (most important)
• GTIN (Product identifier)
• Make sure they are paired together in some way (e.g., GTIN:Serial Number)
Helpful Additional Information:
• Screenshots or copied text of error messages from OneScan (either concerning the file or an action)
• Date/time the issue occurred
• Supplier name
⚠️ CRITICAL: Always CC help@lspedia.com when emailing your supplier
When you email your supplier about missing data issues, ALWAYS include help@lspedia.com in CC.
This is critical because it allows us to:
• Monitor the issue in real-time
• Provide technical details if your supplier needs them
• Follow up if your supplier doesn't respond promptly
• Track patterns with specific suppliers to improve service
• Jump in immediately if we can help resolve it faster
⚠️ IMPORTANT: Waiver of Exemption and Extensions (WEE)
Before troubleshooting missing data, check if your supplier or products have an active waiver.
What is a WEE?
A Waiver of Exemption and Extension (WEE) allows certain suppliers or products to be temporarily exempt from DSCSA EPCIS requirements. This means:
• They are NOT required to send EPCIS data
• Missing data from these suppliers/products is EXPECTED and LEGITIMATE
• You should NOT troubleshoot as "missing data"
When Does a WEE Apply?
Waivers may be granted for:
• Specific suppliers who received extensions
• Certain product categories (e.g., specific drug classes)
• Time-limited exemptions (temporary waivers with expiration dates)
How to Check for WEE Status
Before contacting LSPedia or your supplier about missing data:
1. Confirm with your supplier - Ask if they have an active DSCSA waiver or extension
2. Check FDA announcements - FDA publishes waiver extensions on their website
What to Do If Supplier Has a WEE
If the supplier or product has an active waiver:
• Do NOT expect EPCIS data - This is normal and compliant
• Follow your internal receiving procedures for non-serialized products
• Keep records of which suppliers/products have waivers
• Monitor expiration dates - Waivers are temporary and will expire
When WEE Does NOT Apply
Even if a supplier has a waiver, you should still troubleshoot if:
• Some orders have data, others don't - Inconsistent data suggests a problem, not a waiver
• Waiver has expired - Check the expiration date
• Only certain products are missing data - Partial waivers may not cover all products
If you're unsure whether a waiver applies, contact LSPedia before troubleshooting.
TROUBLESHOOTING SCENARIOS
SCENARIO 1: Entire Order Missing (No EPCIS File Received)
What This Means: The EPCIS data file from your supplier was not received by LSPedia's system or was not transmitted by the supplier.
Step 1: Check Your History
Question: Has this supplier successfully sent files to you before?
IF NO (First time receiving from this supplier):
• Likely Cause: Connection between supplier and LSPedia has not been established
• What You Need to Do:
1. Email both supplier and LSPedia using Email Template #1: Missing EPCIS File (see templates section below)
2. Provide: Supplier name, PO#, Invoice#, account number, expected delivery date
IF YES (Supplier has sent files successfully in the past):
Important: Before proceeding, verify the file is not in EPCIS History with "Cancelled" status. If it shows as cancelled, follow Scenario 2 instead.
Look for these indicators:
• Have you received other files from this supplier recently? (Within the last week)
• Is this just ONE order missing, or are ALL orders from this supplier missing?
IF ONE ORDER IS MISSING:
• Likely Cause: Supplier didn't transmit this specific file, or it's stuck in their system
• What You Need to Do:
1. Email your supplier (CC help@lspedia.com) using Email Template #1: Missing EPCIS File (see templates section below)
2. Ask supplier to check their system for file transmission status
3. Because you CC'd us, we'll monitor their response and investigate if they confirm the file was sent
IF I GOT YESTERDAY'S ORDERS FINE BUT NOT TODAY'S ORDERS:
• Likely Cause: Today's file wasn't sent or got stuck
• What You Need to Do:
1. Email your supplier (CC help@lspedia.com) using Email Template #1: Missing EPCIS File
2. Mention that yesterday's orders processed successfully
3. Ask supplier to check today's file transmission
IF ALL RECENT ORDERS ARE MISSING (multiple days):
• Likely Cause: Connection issue or routing problem
• What You Need to Do:
1. Email LSPedia and supplier immediately (CC both on same email) using Email Template #1: Missing EPCIS File
2. State that multiple files are affected
3. Provide date range of missing orders
When to Contact Support:
Contact Your Supplier When:
• You need to confirm they transmitted the file
• The file may be stuck in their outbound system
Contact LSPedia When:
• Supplier confirms file was sent but you didn't receive it
• Multiple files are missing
• Connection appears to be broken
• You need help investigating supplier connection status
⚠️ CRITICAL: When emailing your supplier about missing data, ALWAYS CC help@lspedia.com on the same email.
Contact Information:
• Email: help@lspedia.com
• Phone: 248-458-4367 (for immediate support)
SCENARIO 2: Order Shows "Cancelled" in EPCIS History
What This Means: The EPCIS file was received by LSPedia but contained errors that prevented successful processing.
Common Error Types:
1. Master Data Errors:
• Product information doesn't match OneScan system records
• GTIN not recognized in system
• Supplier master data not in our system (source location and source owning location)
• Resolution: LSPedia can fix these
2. Serial Number Issues:
• Duplicate serial numbers detected
• Resolution: LSPedia can fix these
3. GLN/Location Errors:
• Receiving location information is incorrect
• GLN (Global Location Number) mismatch
• Destination location not recognized
• Resolution: Supplier must correct and retransmit file
4. File Format Issues:
• XML structure problems
• Required fields missing from file
• Resolution: Supplier must correct and retransmit file
What You Need to Do:
1. Take a Screenshot OR Copy the Error Text:
• Capture the error message from EPCIS History
• Copy the specific error text
2. Contact LSPedia:
• Email: help@lspedia.com
• Phone: 248-458-4367
• Include screenshot/error text and all order details
3. Optionally Email Your Supplier:
• Use Email Template #2: Cancelled/Errored File (see templates section below)
• CC help@lspedia.com
• This gives them advance notice while LSPedia investigates
4. What Happens Next:
• LSPedia will review the error
• If LSPedia can fix it (master data, serial numbers): We'll reprocess the file
• If supplier must fix it (GLN, file format): We'll contact supplier with technical specifications for correction
SCENARIO 3: Data Exists, But Physical Products Are Missing
What This Means: The EPCIS file processed successfully, but you didn't receive all physical products mentioned in the file.
Sub-Scenario 3A: Entire Order Missing Physical Product
What You Need to Do:
1. This is a shipping/fulfillment issue
2. Email your supplier to request shipment status
Note: OneScan has the correct data. This is a supplier fulfillment issue and LSPedia cannot assist with this scenario.
Sub-Scenario 3B: Some Products/Totes Missing (Partial Shipment)
What You Need to Do:
1. Receive What You Can:
• Scan all products that ARE physically present in OneScan
• Complete the receiving process for available items
• If you encounter scanning errors while receiving partial shipments, contact LSPedia immediately
2. Document What's Missing:
• Serial numbers (MOST IMPORTANT - record all missing serial numbers)
• GTINs of missing products
• GTIN:Serial Number pairs for each missing item
• Which totes are missing, if applicable
3. Contact Your Supplier:
• Email using Email Template #3: Missing Physical Product (see templates section below)
• CC help@lspedia.com
• Include all GTIN:Serial Number pairs of missing items
• Request explanation and resolution
4. Update Your Records:
• Note partial receipt in your system
• Track the resolution with your supplier
When to Contact LSPedia:
• If you're unable to scan products that are physically present in OneScan
• If you need clarification on what the EPCIS file indicates should have been shipped
EMAIL TEMPLATES
Use these templates when contacting your supplier about missing data issues. Always CC help@lspedia.com.
EMAIL TEMPLATE #1: Missing EPCIS File
To: supplier@example.com
CC: help@lspedia.com
Subject: Missing EPCIS Data - PO #[NUMBER] - [Your Pharmacy Name]
Hello,
[Your Pharmacy Name], account #[ACCOUNT NUMBER], is missing EPCIS data for the following order:
• PO Number: [NUMBER]
• Invoice Number: [NUMBER]
• Expected Delivery Date: [DATE]
Please check your system to confirm if the EPCIS file has been sent. If the file was sent successfully, please provide:
1. MDN (Message Disposition Notification)
2. Copy of the EPCIS file
3. Proof of sending
If the file has not been sent, please send it as soon as possible and provide proof of sending.
Thank you,
[Your Name]
[Your Pharmacy Name]
EMAIL TEMPLATE #2: Cancelled/Errored File
To: supplier@example.com
CC: help@lspedia.com
Subject: EPCIS File Error - PO #[NUMBER] - [Your Pharmacy Name]
Hello,
The EPCIS file for the following order shows an error in our system:
• PO Number: [NUMBER]
• Invoice Number: [NUMBER]
• Account Number: [ACCOUNT NUMBER]
• Error Status: Cancelled in EPCIS History
LSPedia has identified the issue and will be contacting you with technical details for correction, or you can fix the issues and send the corrected file. Please respond promptly so we can receive this order.
Thank you,
[Your Name]
[Your Pharmacy Name]
EMAIL TEMPLATE #3: Missing Physical Product
To: supplier@example.com
CC: help@lspedia.com
Subject: Missing Product - PO #[NUMBER] - [Your Pharmacy Name]
Hello,
We received shipment for PO #[NUMBER] but are missing the following items:
• GTIN [NUMBER] : Serial Number [NUMBER]
• GTIN [NUMBER] : Serial Number [NUMBER]
The EPCIS data was received correctly, but these items were not in the physical shipment. Please investigate and advise on next steps.
Account Number: [ACCOUNT NUMBER]
Invoice Number: [NUMBER]
Thank you,
[Your Name]
[Your Pharmacy Name]
QUICK REFERENCE: WHO TO CONTACT
Issue Type | Who to Contact
--------------------------------------------- | ----------------------------------------------
No EPCIS file (new supplier) | LSPedia + Supplier (same email, CC both)
No EPCIS file (established supplier) | Supplier (CC help@lspedia.com)
No EPCIS file (multiple missing) | LSPedia + Supplier (same email, CC both)
EPCIS file cancelled/errored | LSPedia (we'll coordinate with supplier)
Missing physical product (entire order) | Supplier only
Missing physical product (partial) | Supplier (CC help@lspedia.com)
Can't scan products in OneScan | LSPedia
CONTACT INFORMATION
LSPedia Support
Email: help@lspedia.com
Phone: 248-458-4367
When to Call vs. Email:
• Call for urgent issues affecting current operations
• Call if you need immediate assistance with receiving
• Email for non-urgent issues or when you can include screenshots/attachments
What to Include in Your Support Request:
1. Your pharmacy name
2. Supplier name
3. PO Number/Order ID
4. Invoice Number
5. Account Number with supplier
6. Description of the issue
7. Screenshots or copied error text (if applicable)
8. Serial Numbers and GTINs (if specific items affected)
PREVENTING FUTURE ISSUES
Best Practices:
1. Supplier Onboarding:
• Confirm GLN information is correct on both sides before first order
2. Regular Monitoring:
• Check EPCIS History regularly
• Address cancelled files promptly
• Keep supplier contact information current
3. Communication:
• Maintain open communication with suppliers about EPCIS requirements
• Report issues promptly to both supplier and LSPedia
• Always CC help@lspedia.com on supplier communications about data issues
4. Location/Master Data Updates:
• Notify LSPedia when you onboard a new supplier
• Update LSPedia when adding new receiving locations
• Report any changes to location information immediately
FREQUENTLY ASKED QUESTIONS
Q: How long should I wait before reporting a missing EPCIS file?
A: If you've received the physical shipment but don't see data in EPCIS History within 2 business hours, contact support.
Q: Can I manually enter product data if the EPCIS file is missing?
A: No. Product data must come through proper EPCIS files made from the supplier to ensure DSCSA compliance. Manual entry is not permitted.
Q: What if my supplier says they sent the file but I didn't receive it?
A: Contact LSPedia with the supplier name and order details. Request the supplier provide an MDN and copy of the EPCIS file to LSPedia at help@lspedia.com. We can search our systems to determine if the file arrived.
Q: What is a WEE and why does it matter?
A: A Waiver of Exemption and Extension (WEE) allows certain suppliers or products to be temporarily exempt from EPCIS requirements. If your supplier has an active WEE, missing data is expected and legitimate - not a problem to troubleshoot. Always check with LSPedia first if you suspect a waiver may apply.
Q: My supplier has a waiver but I'm still getting data for some orders. Is this normal?
A: Yes. Some suppliers voluntarily send EPCIS data even with a waiver, or waivers may only apply to certain products. Inconsistent data (sometimes yes, sometimes no) from a waiver-exempt supplier should be reported to LSPedia for investigation.
Q: Do I need to determine if an error is the supplier's fault or LSPedia's fault?
A: No. Simply report the issue to LSPedia. We'll investigate and coordinate with your supplier as needed.
Q: Can I get a copy of the EPCIS file that errored out?
A: Yes. LSPedia can provide error details and file information. Contact support with your request.
Q: What's the difference between EPCIS History and EPCIS Orders pages?
A: EPCIS History is the definitive record showing all file processing activity. EPCIS Orders displays parsed order information. Always check EPCIS History first when investigating missing data.
Q: What's an MDN?
A: An MDN (Message Disposition Notification) is a receipt of the file transaction. It confirms that a file was successfully received by the recipient's system.
NEED MORE HELP?
If this guide doesn't address your specific issue, please contact LSPedia support:
Email: help@lspedia.com
Phone: 248-458-4367
Our team is ready to help you resolve any missing data issues quickly and efficiently.