This page contains information that we have assembled to help you solve problems that you may experience. We recommend reading this information even if you don't think that you are having problems, since it may help you to obtain better sequences.

Problem	Possible Reasons	Possible Solutions
Login Screen is not coming	Contact Branch server Administrator
Menu Screen is not coming/Login unsuccessful
	A message is displayed saying "An activex control on this page is not safe"	Check security settings for browser as mentioned in the operations manual
	Network may be slow	Check the Network connectivity response
		Contact Branch server Administrator
Messages was Released, but not available for Authorization
	User does not have Authorization privilege	Check for Authorization privilege of the current user
	Message is listed in the subsequent pages	Search for message in Message Listing by supplying sequence number as input
Authorization button does not appear after selecting message for Authorization
	Current user does not have Authorize privilege	Check if the current user logged in has privilege to Authorize messages
	Current user trying to Authorize the message may be creator of that specific message	Check if current user logged was the creator of the message Creator can not Authorize messages
PIN is not prompted at the time of Release/Authorize/Register New User	After initial Login Smart card may not have been removed from the Reader	After every transaction of following type, remove card from the Reader and keep it safely. Login Release Message Authorize Message Register New User Insert Card just before clicking on "Login" or "Release" or "Authorize" buttons or "Save" button on Register new user screen.
Status of the messages does not change even after Release, Authorize operations	Screen may not be getting refreshed	Check the "Every Visit to Page" Option
Message is in "Acknowledged" state for long time	There may be some problem at branch server or Gateways	Use Message Tracing option to check where the message exists in the network.

Problem	Possible Reasons	Possible Solutions
Login Screen is not coming on the browsers	IIS service not active	Check if IIS services are active and start if it is not active as mentioned in the operations Manual
Menu Screen is not coming/Login unsuccessful from the client machines
	Tomcat service in not running	Take the dump of the screen and mail to SFMS Help Desk. Start the Tomcat Service. If the problem persists, stop re-starting the Tomcat service and Contact SFMS Help Desk
	Cursor is placed on the Tomcat screen by highlighting any text on the screen	Press Enter on the Tomcat window
	Database may be down	Start the Database as mentioned in the Operations Manual
Message is in 'To be Sent' state for long time	Sender process may be down due to any of following reasons: MQ Queue Manager is not started Data Base may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
Message is in 'Sent' state for long time
	Network may be down	Ping to Gateway server. If ping is not successful contact Local network administrator or Gateway server/Network administrator
	"Sender Channel" to Gateway may be down	Stop the Sender Channel Start the Sender Channel Verify the IP address and Port number of the Gateway Do the above operations as mentioned in the Operations Manual If the problem persists contact GW server administrator
	"Receiver Channel" at the branch server may be down	Contact Gateway Server Administrator
	"Receiver Process" Service at the Branch server may be down due to any of the following reasons: MQ Queue Manager is not started Data Base may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
	Contact Gateway Server Administrator
Message is in "Acknowledged" state for long time
	Network may be down	Ping to Gateway server. If ping is not successful contact Local network administrator or Gateway server/Network administrator
	"Receiver Channel" at the branch server may be down	Contact Gateway Server Administrator
	"Receiver Process" Service at the Branch server may be down due to any of the following reasons: MQ Queue Manager may be down Database may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
	Contact Gateway Server Administrator
Message status does not change to "Opened" for long time
	Open Notification may not have been opted by Creator of the message at the time of sending message	Check about this with Client User who has reported the problem
	Network may be down	Ping to Gateway server. If ping is not successful contact Local network administrator or Gateway server/Network administrator
	"Receiver Channel" at the branch server may be down	Contact Gateway Server Administrator
	"Receiver Process" Service at the Branch server may be down due to any of the following reasons: MQ Queue Manager may be down Database may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
	Receiver branch users may not have opened the message	Contact Receiving Branch users
	Contact Gateway Server Administrator

Problem	Possible Reasons	Possible Solutions
Message is in "Received" state for long time	Sender process may be down due to any of following reasons: MQ Queue Manager is not started Data Base may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
Message is in 'Sent' state for long time
	Network may be down	Ping to Gateway server. If ping is not successful contact Local network administrator or Hub Administrator/Receiving Branch server/Network administrator
	"Sender Channel" to Gateway may be down	Stop the Sender Channel Start the Sender Channel Verify the IP address and Port number of the HUB/Receiving branch as applicable Do the above operations as mentioned in the Operations Manual If the problem persists contact HUB/Receiving branch server administrator
	"Receiver Channel" at the Gateway server may be down	Contact HUB/Receiving Branch Server Administrator
	"Receiver Process" Service at the Gateway server may be down due to any of the following reasons: MQ Queue Manager is down Database may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
	Contact Hub Administrator for Inter Bank messages or Administrator of the Branch which is expected to receive that specific message for Intra Bank messages
Message is in "Acknowledged" state for long time
	Network may be down	Ping to Gateway server. If ping is not successful contact Local network administrator or Hub Administrator/Receiving Branch server/Network administrator
	"Receiver Channel" at the gateway server may be down	Contact HUB/Receiving Branch Server Administrator
	"Receiver Process" Service at the Gateway server may be down due to any of the following reasons: MQ Queue Manager is down Database may be down	Start the Queue Manager and Queues as mentioned in the Operations Manual Start the Database as mentioned in the Operations Manual
	Contact Hub Administrator or Administrator of the Branch which is expected to receive that specific message