Under certain circumstances the AutoUpload process which receives data on the toxiTRACK® side (referred to often times by CAS support as the “AutoReceive” process) may become stalled or present errors that prevent the proper acceptance and processing of case submission files. While the errors or issues preventing the proper receipt or processing of data files may vary, there are some basic troubleshooting steps that can be taken in an attempt to remedy the problem before the need to contact CAS support.
1. Restart the AutoReceive process manually on your end and observe if an issue persists. You may also consider a reboot of the workstation if possible. If the issue persists, continue to items #2-5.
2. Shut down the AutoReceive process on your end.
3. Access the FTP drop location folder (where submission files are placed when received) and delete all files contained within EXCEPT the single Transfer Definition File (.TDF). There is no need to preserve past submission files as each submission contains all cases that have not yet been received and processed by toxiTRACK®. For example, if you have not received and processed data for 3 days, the next submission file you receive will contain the past 3 days of data, plus any new cases since the last submission.
4. Contact the Poison Center directly and ensure the AutoUpload process is functioning properly. You may even request the restart the process if there is doubt.
5. Restart the AutoReceive process on your end and monitor to ensure a submission file is received and processed. (You may not receive a submission file right away as they are sent on an interval defined by the Poison Control center.)