Troubleshooting ICQ Failures

The Image Capture Queue (ICQ) is where invoices sent through the Scan & Capture feature are available for viewing after the Scan & Capture process completes. By default, the ICQ will show only failed invoices; that is, only invoices that did not meet the minimum requirements to process as a payable invoice. The ICQ allows you to manually provide the missing details and reprocess the invoice. Below is a list of reasons for failure along with the corrective action you should take to reprocess successfully.

Failure Reason	Error Explanation and Corrective Action
Account Number is a required field	The invoice is missing an active vendor assignment. Select a different, active version of the vendor and retransmit.
Alternate matching performed and invoice matched to an order in requisition status	The invoice matched to a transaction currently in requisition status. Either approve the requisition, then retransmit the invoice, or match the invoice to a DIFFERENT PO and retransmit.
Cannot process external order without ship to account number	The invoice is missing the property assignment. Assign an active, valid location to the invoice and retransmit.
Could not locate default distribution location for supplier account	EPRO could not locate default distribution location for supplier account. Contact techsupport@reactornet.com for further assistance with this error.
Could not locate purchase order: XXXXXX	The purchase order # referenced on the invoice document cannot be located in EPRO. Depending on your organization's PO policy, either match the invoice to a valid EPRO PO and retansmit the invoice OR turn on the "create PO" button and retransmit the invoice.
Description exceeds 50 characters	The item description field may not contain more than 50 characters. Adjust the item description(s) as needed and retransmit.
EPRO Message: Initial validation successful. Could not locate purchase order: XXXXXX. A new purchase order will be created	The purchase order # referenced on the invoice document cannot be located in EPRO. Depending on your organization's PO policy, either match the invoice to a valid EPRO PO and retansmit the invoice OR turn on the "create PO" button and retransmit the invoice.
Error: Could not locate unique purchase order: XXXXXX for this vendor account. Processing halted.	The purchase order # referenced on the invoice document cannot be located in EPRO. Depending on your organization's PO policy, either match the invoice to a valid EPRO PO and retansmit the invoice OR turn on the "create PO" button and retransmit the invoice.
Error: Information present for Credit Memo #XXXXXX	The invoice is marked as a duplicate. If the invoice is truly a duplicate, click flag ignore. If the invoice needs to process, update the invoice # to a unique value and retransmit.
Imported invoice values do not match invoice total and exceed supplier tolerance level	The sum of the line items, plus freight / handling / tax does not equal the stated invoice amount. Review all dollar amounts and make the necessary adjustments to totals and retransmit.
Invoice Date not valid: XXXXXX	The invoice is missing the invoice date. Select the invoice date and retransmit.
Invoice Date not within valid range of	The invoice date must be no older than 365 days from the current date, or aged no further than 30 days in advance of the current date. If the invoice date is outside of thes parameters, the invoice must be entered manually into your organization's AP system and flagged ignore in the ICQ.
Invoice must contain items with quantity greater than zero and/or frieght or be a credit memo	There must be at least one line item in the items section. Click the plus icon to add a line item. Make sure to enter an item number, description, quantity, and price. Ensure line items plus tax, frieght, and handling foot to the invoice total. Click Re-Transmit
Invoice Number is a required field	The invoice is missing the invoice #. Assign an invoice # and retransmit.
Item number: XXXXXX is a duplicate item number	Assign a unique item number to the duplicate item, otherwise items with the same item number will be rolled into one item on the receiving screen.
Order not found: PO#: XXXXXX; Ship to account #: YYYYYY	The purchase order # referenced on the invoice document cannot be located in EPRO. Depending on your organization's PO policy, either match the invoice to a valid EPRO PO and retansmit the invoice OR turn on the "create PO" button and retransmit the invoice.
PO Number is a required field	The invoice must match to a PO recorded in EPRO. Select the correct PO # to match the invoice to and retransmit.
Product not found for Item #	Product not found for Item # -- This is a system error. Contact techsupport@reactornet.com for further assistance with this error.
Referencing purchase order will be created for credit memo.	Referencing purchase order will be created for credit memo--no action required.
Sales Tax Rate or Tax required for item: XXXXXX	Sales Tax Rate or Tax required -- If an item has a tax flag set to Yes in the items section, then there must be an applicable tax amount and sales tax rate in the tax field in invoice information. Update the tax amount / tax rate as needed and retransmit.
Ship to account number is blank	The invoice is missing the property assignment. Assign an active, valid location to the invoice and retransmit.
Ship-To Account Number of Location Number required	The invoice is missing the property assignment. Assign an active, valid location to the invoice and retransmit.
Unable to locate record for location: XXXXXX	The invoice is missing the property assignment. Assign an active, valid location to the invoice and retransmit.
Vendor not found for this Account Number XXXXXX	The invoice is missing an active vendor assignment. Select a different, active version of the vendor and retransmit.
Warning: Invoice write error: Shipped invoice already exists for invoice #XXXXXX. Order not introduced	The invoice is marked as a duplicate. If the invoice is truly a duplicate, click flag ignore. If the invoice needs to process, update the invoice # to a unique value and retransmit.
Warning: Shipped invoice already exists for invoice #XXXXXX	The invoice is marked as a duplicate. If the invoice is truly a duplicate, click flag ignore. If the invoice needs to process, update the invoice # to a unique value and retransmit.
Warning: Shipping information present for invoice #XXXXXX	The invoice is marked as a duplicate. If the invoice is truly a duplicate, click flag ignore. If the invoice needs to process, update the invoice # to a unique value and retransmit.

Note

If e-mailing invoices directly from the scanner, ensure the scan and capture provider's email address is whitelisted in your email system.
Can't find an invoice in your receiving screen? Always check the ICQ (Image Capture Queue).
Have a question or need help? Please submit a ticket to the support team.