I received an alert — what now?

What to do when you receive an error notification from HighCohesion.

When to use this

Use this guide when you have received an error alert from HighCohesion about a failed event and need to decide what to do about it.

For how alerts are generated, see How alerting works. To change who receives them, see Setting up error alerts.

Before you start

Have the alert to hand. Most alerts include a direct link to the failed event in the Control Panel.
If the alert has no link, know which stream the event belongs to so you can find it. See How to find a specific event in the Control Panel.

Steps

Open the event

Click the link in the alert to open the event detail view.
If there is no link, go to the Control Panel, find the relevant stream, and filter by Failed status to locate the event.

Read the error

Read the error message in the event detail.
Match it to one of the categories in the table below. HighCohesion errors fall into a few categories, and knowing the type helps you decide what to do next.

Error Type	What it means	Typical action
Missing required field	The destination expected a field that was not present in the payload.	Check source data; may need a mapping fix.
Invalid value	A field contained a value the destination could not accept (for example, wrong format or out of range).	Check source data, or contact HC for a mapping fix.
Destination unavailable	The destination system returned a timeout or server error.	Wait and retry; often transient.
Duplicate detected	The event was already processed.	Usually safe to ignore; confirm in the destination.
Business rule violation	The destination rejected the event based on its own logic (for example, the order already exists).	Investigate in the destination system.

Decide what to do

For a transient error (destination unavailable, timeout): click Resend. No edits are needed.
For a data error (missing field, invalid value): fix and resend the event, or contact HC if it is a mapping issue (see Correcting a mapping or field value).
To investigate further: check whether related events in the same stream are also failing (next section).

Check for related failures

Filter the stream by Failed status and the same time window.
Check whether this is an isolated incident or a wider problem. If one event failed, others may have too.
If you are seeing many failures, request a bulk resend after the root cause is resolved.

What you should see

You have identified the error type and either resent the event, fixed and resent it, or contacted HC. Filtering the stream by Failed shows whether this was a one-off or part of a wider problem.

If it did not work

The error is a mapping issue. Contact HC for a mapping fix: see Correcting a mapping or field value.

Many events have failed. Resolve the root cause first, then request a bulk resend.

To contact HC, see How to get support. For when to escalate, see When to escalate to the HC team.

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