.. Troubleshooting.rst ================================== Best Practices and Troubleshooting ================================== Best Practices ============== .. Note:: The best practices specific to YubiEnterprise APIs are in the :ref:`best-practices-label` section of :ref:`api-shipment-request`. * Have at least two Console Owners who can manage members (see :ref:`settings-label`). * Inform both your YubiEnterprise users and your end-users in advance of sending notifications of YubiKey delivery that they will receive email from Yubico's YubiEnterprise Delivery. Without this advance notice, they are likely to regard these emails as phishing attempts. * If YubiEnterprise Delivery appears to be behaving strangely, check the status of YubiEnterprise Services: http://status.yubico.com/. Subscribe to that page for updates related to YubiEnterprise Console planned maintenance and/or downtime. * Subscription customers: * To ensure that you do not let keys in any of your inventories expire unused, create a spreadsheet to plan the allocation of products across users and inventory types. See :ref:`example-subscription-label`. * When creating a shipment request, select the inventory type before selecting the item(s) to be shipped. .. _limits+constraints: Limits and Constraints ---------------------- When planning and executing shipment requests, keep in mind the primary limits and constraints set out in :ref:`del-pol-label`, but also the following: PO Boxes ~~~~~~~~ .. include:: includes/no-non-usa-po-boxes.rst Distributors and Resellers (Channel Partners) ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ .. include:: /includes/channel-partners.rst .. include:: includes/name-constraints.rst Timing Constraints ~~~~~~~~~~~~~~~~~~ .. include:: includes/16-00hrsUTC.rst .. include:: includes/limits+constraints.rst Inventory Types: Subscription 1.0 ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ .. include:: includes/inventory-type.rst .. include:: includes/init-buffer-repl.rst .. _troubleshooting-label: Troubleshooting =============== This section addresses issues that can arise with shipping. YubiEnterprise Delivery notifies you of the situation of any given shipment via the codes in the Status column of the **Shipments** tab. The table below, :ref:`shipping-status-codes-label`, lists the error codes and their explanations. YubiEnterprise Delivery uses address validation services to reduce the incidence of issues, but it is important to be aware that just because an address exists in Google Maps, it does not mean that the address is deliverable. 'Deliverable address' is a United States Postal Service (USPS) classification for designating addresses to which the USPS has historically been able to deliver. YubiEnterprise Delivery's ability to deliver is based on address information being input in the format acceptable to the relevant address validation service. The USPS-acceptable formats are set out in detail in the USPS's `Postal Addressing Standards `_. .. Note:: When revising an address, the best option is to use the format Google Maps presents, because it usually does use the address format preferred by the validation service. In the example below, the address format that was input appears in the upper field, and Google Maps' format is shown below the photo of the location. .. image:: graphics/leipzig.png Address Validation Outside the US and Canada -------------------------------------------- For parts of the world with less standardized address formats, the fact that YubiEnterprise Delivery can accept an address does not mean that it is deliverable. An address will often be classified as "partially deliverable", which means that we rely on local couriers who are familiar with the complexities of their urban systems and their delivery routes to deliver to the intended recipient. Typically packages sent to European addresses and some parts of Asia reach their destination. Packages sent to Southeast Asia and Eastern Europe typically arrive at the right street. In those parts of the world where there are no numbers in the postal addresses, the local courier's capability is crucial to ensuring that the package actually arrives at its destination as opposed to ending up in its general area. .. _shipping-status-codes-label: Shipping Status Codes --------------------- At any of the states between 1 and 9, a shipment request can be edited. From this point on, a shipment request is either processed through to an end state, or set back to state 99. .. include:: includes/shipment-states-incl.rst Shipment Status Messages ------------------------ .. include:: includes/shipment-status-messages.rst .. LAAS-2512 Insufficient Inventory ---------------------- To maintain the window during which orders can be updated, edited, or recalled/deleted, orders are held and processed in batch. Therefore there might be less inventory available by the time an order is processed than what was shown in purchase order details when the request was created. For example, the person starting to create a shipment request assumes that the 50 keys the console shows they have in inventory will still be available by the time the shipment request is submitted. When this is not the case, any shipment requests processed after the inventory is exhausted will be flagged with this error message: .. code-block:: Error: Processing Error, contact support. Reason is Not enough Inventory for Shipment - ShipmentStateError A second issue arises from the same source: when the user clicks on the shipment request ID with that error, part of the status message displayed is "Insufficient Inventory of Product X" where "X" is an integer. To find out what X means, consult the `Product Name, Stock/Inventory, product_id and inventory_product_id table `_. A third issue arises from the same source: it is not possible to make single shipment requests for products that are not available in inventory - which is expected if insufficient product has been purchased, but an insufficiency of inventory can also be caused by Yubico itself running out of stock. However, this issue has now been resolved by warning the user before a shipment request is made. See :ref:`shippable-inventory-label`. Workaround ~~~~~~~~~~ Either contact `Support `_ to get more inventory, or edit the request to switch to another product for which inventory is available. ------------------------------------- To file a support ticket with Yubico, click `Support `_.