Troubleshooting
Most G2G issues are caused by setup, barcode state, or status gates. Start with the manifest status, then check branch setup and barcode status.
Driver Cannot Start A Manifest
| Check | Fix |
|---|---|
| Transfer Manifest setting is disabled | Ask a tenant admin to enable the feature. |
| Institution or branch is missing | Create or activate the institution branch. |
| Branch has no usable processing point | Add or correct the branch default processing point, or allow driver selection if that is the intended process. |
| Driver is in the wrong tenant or role | Confirm the driver account and app environment. |
Branch QR Does Not Work
| Check | Fix |
|---|---|
| QR belongs to another branch | Reprint or reshare the correct branch QR. |
| Branch was deactivated | Reactivate the branch only if it should be used again. |
| Processing point in QR is no longer valid | Update the branch setup and generate or share the current QR again. |
Barcode Is Rejected During Driver Scan
| Message or cause | What it usually means |
|---|---|
| Unknown barcode | The label was not generated in OnDi for the selected branch. |
| Wrong branch or institution | The item belongs to another branch and should not be collected in this manifest. |
| Already in manifest | The barcode is already part of a manifest. |
| Already used | The barcode already moved to received, order created, exception, or another locked state. |
| Void | The barcode was retired and cannot be used. |
Driver Submitted Pickup Too Early
After pickup submission, the driver cannot remove items from the manifest.
Processing staff should handle the difference during receiving:
- Receive the items that physically arrived.
- Mark problem items as exceptions.
- Complete receiving only when the physical check is done.
Start Receiving Button Is Missing
The button usually appears only when the manifest is awaiting receipt.
Check:
- Did the driver tap arrival at processing?
- Did another user already start receiving?
- Is the manifest cancelled or completed?
- Are you using a role that can process transfer manifests?
Complete Receiving Warns About Missing Items
The warning means the expected count is higher than received plus exception items.
Before confirming:
- Recount the physical items.
- Scan or search any received items that were missed.
- Add known problem items as exceptions.
- Complete receiving only when the remaining shortfall should become exceptions.
Assignment Button Is Disabled
Destination assignment is usually disabled when:
- Receiving is not complete.
- The manifest is not in a received, received with exceptions, or processing stage.
- The item is not in received status.
- The item already has a destination or created order.
- The item is an unresolved exception or void.
Bulk Manifest Item Scan Has Failed Rows
Review the failed list before execution.
Common causes:
- Barcode was typed incorrectly.
- Barcode belongs to an item that is not eligible for destination assignment.
- Item already created an order.
- Item is in exception or void status.
- Destination or delivery service is missing.
Created Order Looks Wrong
Check the assignment used during processing:
- Destination mode.
- Destination address or branch.
- Delivery service.
- Source manifest and barcode.
If the order was created with the wrong destination, follow the tenant's normal delivery correction process. Do not create a duplicate order from the same barcode.