Overview

This article helps you troubleshoot situations where order data does not appear as expected in the system.
Typical symptoms include:

• No orders are visible
• New orders are not displayed
• The order import process appears to have stopped working

Initial Checks

Verify Import Jobs

Confirm whether the import jobs are running as expected.

Check Import History

Look for newly created entries. This helps determine whether the system is still receiving order data.

Confirm Import Type

Ensure the correct import type is configured.
Common import types include:

• DSC
• SAP
• TransferDB (TDB)
• WebAPI
• Excel Import

If no new entries appear in the import history, the upstream system may not be sending data.

Using the Import/Export History

The import/export history in PTV Route Optimiser provides useful diagnostic information.

Check for:

• Error messages
• Newly created entries
• Gaps or inconsistencies in activity

If no new entries appear, continue with the steps below.

Background Service Verification

Ensure Required Services Are Running

If import entries are not being created:

1. Check whether the background service responsible for import processing is running.
2. Restart the background service.

If no entries appear after a restart, the upstream system may not be delivering new orders.

Confirm the Source of the Error Message

Make sure the error message is actually coming from PTV Route Optimiser.

• If the message originates from another internal system, contact your IT team or the system owner.
• Investigate that system first before continuing troubleshooting in PTV Route Optimiser.

Verify All Required System Services

The following services must be running for normal operation:

• Telematics services
• Notification services
• xServer services
• Import and export background services

If possible, also check the log files of these services for warnings or errors.

Review Application Logs

If the issue persists, review the PTV Route Optimiser application log for:

• Error messages
• Warnings
• Unusual or repeated system messages

These logs often reveal underlying root causes and help determine whether the issue is internal or upstream.