Common Error Messages and their Meanings

This article will provide some common error messages that may occur within your business system. It will also provide the reason for the error and an action to take to fix the error. Important to mention that these errors may continue to come through if they are not fixed. 

NOTE: These are specific examples for the error message displayed. Wording of the error message with relation to a make/model name, specific equipment, etc may vary in the error message, but the reasons and actions required remain the same. 

• client_ref=XXXXX already exists
  • Reason: 
    • The equipment referenced in the work order has duplicate equipment in HQ that have the same reference number from your business system
  • Action to take: 
    • Copy the reference number stated in the error message or status in your business system and search your equipment in HQ.
    • Find the results and tell Tinnacity (reach out to help@tinnacity.com) which equipment you would like to keep (merge the other asset into this one).
    • Re-dispatch the work order in your business sytem.
• Error Message: Unable to update equipment[serial_no=05330H8, make=BAT, model=MSCOTH, ref=EQ10941] in Tinnacity. Response[400: location_id is required] 
  • Reason: 
    • The Sell To or Ship To is not set or is inaccurate. An alternate reason for this is that the location is failing to load into Tinnacity due to the phone length or another reason specified in the Location sync job.
  • Action to take: 
    • Go into EquipSoft and find the corresponding equipment and confirm the Sell To or Ship To is set and accurate.
• Error Message: Unable to add location 102518 to Tinnacity. Response[400: phone must have maximum length of 25 but value provided was: 610.932.4390 / 888.397.2656]
  • Reason:
    • Tinnacity only allows for 25 characters or less for phone
  • Action to take:
    • Shorten phone to have a maximum length of 25 characters or less
• Error Message: Unable to delete make ATC in Tinnacity. Response[409: Make is associated to a model.]
  • Reason: 
    • Tinnacity cannot delete a make because a model and equipment are still using the make.
  • Action to take:
    • Most likely the equipment is incorrectly set to the wrong make in EquipSoft even though the Manufacturer's list in EquipSoft does not have make ATC. Review and ensure the equipment is set correctly to Make and Model.
• Error Message: Unable to delete model 0S030 (make=YAL) in Tinnacity. Response[409: Model is currently associated to equipment.]
  • Reason: Within EquipSoft or Tinnacity, the equipment is listed as Yale 0S030. This is a typo and should be OS030. (Notice it should the letter O instead of the number 0 at the beginning of the name) In EquipSoft, since 0S030 does not exist as a model, Tinnacity is trying to delete it but the equipment is referencing the incorrect model. 
  • Action to take:
    • Double check that the equipment is entered correctly, if not update the information. In this example change from 0S030 to OS030 and it will flow through that evenings sync run.