Troubleshooting Overview

The Issues page is usually the best place to start. It consolidates related failures from across your Jobs and Messages into a single Issue, automatically categorizes them (Mapping Failure, Connection Error, Authentication Error, and so on), and shows you impacted endpoints, jobs, and messages in one place. Opening an Issue gives you a plain-language summary of what happened and why, along with a recommended action plan.

For supported failure types — including mapping failures, exit point failures, and FA rejections — the Issue also includes a Resolution & Recovery tab that walks you through guided, step-by-step remediation, often without needing to dig into raw logs. See Issue Management: Overview and Guided Resolution Overview for details. This capability is part of Intelligent Exception Management.

If your issue isn't a supported Guided Resolution type, or you need more technical detail than the Issue provides, continue troubleshooting at the Job or Message level below.

On the Jobs screen, you can see the runtime evidence of end-to-end executions of your integrations, including details about any messages processed as part of the jobs. Jobs generally include three main parts: connectivity with a partner or external application, processing by the CIC Integration Engine, and connectivity to your backend system. The Job Detail view shows a diagram of each of these steps and indicates if and where any failures occurred. You can drill into each step to view payloads that were present at that step as well as logs of what occurred during that step.

If an error is present anywhere in the Job, the Job is marked as failed and you see an Issues tab in the step that failed. View the Issues tab for details on what caused the failure, including the Summary and, where available, Resolution & Recovery information described above. The Log tab next to the Issues tab can also be useful for troubleshooting and understanding what occurred.

If the job issue occurs during the processing of the payload within the Integration Engine, the issue is shown in the Transform step of the Job. Check whether the issue supports Guided Resolution first — see Guided Resolution for Mapping Failures. If it doesn't, or you need lower-level detail, you can go to the Auditor in the CIC Studio for detailed information, including log files. To help you find the relevant logs that relate to the job you are investigating in the Auditor, we provide the Connection Number. The Auditor allows you to search by Connection Number, which takes you straight to the relevant logs. See Searching by Connection Number in CIC Studio Auditor.

On the Messages screen, you can get detailed information about the status and errors for individual messages. If a message contains an issue, it will have an Issues tab, as described above for Jobs, where you can find out more about the issue — including a guided resolution path if one is available for that failure type. At the bottom of the Message Details screen, there is a message life-cycle diagram that details the history of the message as it came through CIC. You can click on that view to go to the associated job that processed that message.

Sometimes, the integration fails before the messages are able to be extracted from the payload. For example, if the inbound connection fails and the integration engine is never able to inspect the payload. For these types of situations, you need to troubleshoot at the Job level, as that is where you can find more information about any failed inbound connections in the first step of the job.