Common SmartTMS Errors and Initial Troubleshooting

1. FedEx Canada API Error

Error Overview

This issue currently occurs with FedEx shipments to Canada only.

Root Cause

This is a known FedEx-side API issue currently being worked on.

Initial Troubleshooting Steps

• • Run the BOL as a Manual Rate.
  • Select FedEx as the carrier.
  • Manually enter shipment costs if needed for accountability/reporting.
  • Advise the client the shipment will need to be manually called in for pickup.

Resolution

This workaround should allow the shipment to process successfully without opening an IT ticket.

2. “Invalid Width/Height” Error

Error Overview

Clients may receive an:

• • Invalid width error
  • Invalid height error

Root Cause

This issue is commonly caused by an invalid or outdated NMFC classification on the product.

Initial Troubleshooting Steps

• • Open the product details in SmartTMS.
  • Review the assigned NMFC classification.
  • Update the NMFC to a valid/current classification.
  • Retry booking the shipment.

Notes

• • API requirements vary by carrier.
  • This error may not occur with all carrier integrations.

Resolution

Updating the NMFC classification should resolve the issue.

3. Invalid NMFC Error

Error Overview

The API validates NMFC values during shipment booking.

Root Cause

• • If the NMFC field is blank, shipments are generally allowed.
  • If the NMFC is outdated or invalid, the shipment will fail to book.

Initial Troubleshooting Steps

• • Review shipment item details.
  • Verify whether an NMFC is entered.
  • Confirm the NMFC is valid/current.
  • Update or remove the invalid NMFC if appropriate.
  • Retry the shipment booking.

Resolution

Correcting or removing the invalid NMFC should resolve the issue without IT escalation.

4. “Shipment Cannot Be Scheduled Because It’s Too Late” Error

Error Overview

Users may receive a scheduling error stating the shipment cannot be scheduled because it is too late.

Root Cause

The selected pickup date falls outside the carrier’s same-day scheduling cutoff window.

Initial Troubleshooting Steps

• • Open the shipment.
  • Change the pickup date to the next business day.
  • Save and retry scheduling.

Resolution

Changing the pickup date to the next business day should immediately resolve the issue.

When to Escalate to IT

Escalate only if:

• • Troubleshooting steps do not resolve the issue.
  • The error persists across multiple shipments/carriers.
  • The shipment still fails after all data validation.
  • There appears to be a SmartTMS outage or integration failure.
  • Users cannot access shipment/product records.

Information to Include in IT Tickets

If escalation is required, include:

• • Shipment number
  • Client name
  • Carrier
  • Screenshot of the error
  • Troubleshooting steps already attempted
  • Date/time of occurrence
  • Any NMFC updates made