Troubleshooting

Find what you are seeing, then follow the link for the full steps.

The sending system gets an error

What the sender sees	Why	What to do
Webhook 401	The key or password is wrong for this source. Recorded as a security event in Logs.	Check the key. If it was lost, issue a New key on the source.
Webhook 422	The message arrived but was refused, for example because the body is not HL7.	Read the reason in Messages. Fix the message rather than resending it unchanged.
Webhook 503	The webhook, or the feed it sends into, is switched off. Nothing was stored.	Switch it on in Sources. The sender can retry after Retry-After.
MLLP AE	Received and stored, but the pipeline could not process it. The reason is in the ERR segment, for example Unsupported ADT trigger A02.	Open the message in Messages.
MLLP AR	Refused, for example because the feed is switched off. Nothing was stored.	Switch the feed on, then the sender can resend.
MLLP connection refused	The listener is not open.	Check the source's status in Sources → MLLP.

A source will not save

Problem	What to do
MLLP port already in use	Each port belongs to one source in the whole system. Leave Port empty to get the next free one.
MLLP port not allowed	NEEV listens only on its reserved MLLP ports. Leave Port empty, or ask your NEEV administrator which ports are open.
Allowed senders refused	Enter IP addresses or ranges such as 10.20.4.0/24, one per line. At least one is required.
Database table name refused	Enter a plain name such as adt_outbox, without quotes or spaces. The schema goes in Schema.
Test connection fails	The panel says why, for example a wrong password or an unreachable host. Passwords are never shown back.

A message did not reach its destination

1. Find it in Messages. The headline says why, in plain language: unavailable, unreachable, timed out, rejected, not handled or not converted.
2. If the destination was the problem and is fixed, select Send again.
3. If the mapping was the problem and is fixed, select Run again.
4. Messages that ran out of retries wait in the Queue, where you can send them again or discard them.

A mapping change is not in the output

A field change goes live in steps. If the output still shows the old value, one of these has not been done yet:

1. The draft was promoted to live.
2. The live release was applied to the node.
3. The orchestration was saved again.

Run again on an old message uses today's mapping, so you can confirm the fix on a real message.

The orchestration will not save or run

What you see	What to do
"Orchestration changed since it was loaded."	Someone else saved it while you were editing. Reload the page and make your change again.
"Clinical destination name is not approved or enabled."	Approve and switch on the destination, or choose another.
Run request failed · "…may deliver only to tenant test connectors…"	Point the route at a test receiver for the run. See Test it safely.
Run not started	Add a Gateway Input, or a test message in its Test tab.
Gateway load failed naming a profile	A Project uses a test or staging profile, or an outbound receiver profile that is not filled in. Switch it to an approved production profile and save the Project.
Admin access is required	Ask an organisation admin. See Roles.

Field watch or alerts

What you see	What to do
A field shows Missing	The sender stopped filling it. Open the field to see the evidence, then contact the sending system. See Field watch.
The field is fixed but still flagged	Select Check now. If the sender changed what is normal on purpose, select Re-learn.
No email arrives	In Alerts, check the rule is Active and the addresses under Tell these people. Test rule shows whether it would fire right now. While a problem lasts, reminders are held back to the Remind at most rate.

Ask Neev

What you see	What to do
The answer describes a route you have since changed	Ask Neev remembers the conversation. Select Clear History and ask again.
Ask Neev says admin access is required	Only organisation admins can have it save or load the route. You can still ask questions.
It asks a question instead of building	The request was missing something, such as the feed or destination. Answer in the same box.

A button is greyed out or missing

Buttons you cannot use for your role are greyed out or hidden. Viewers can look but not change anything; members can test and send again; admins can change sources, routes and profiles. The full list is in Roles.