Issue
- Unable to send photos from DASH to XactAnalysis
- Timeout error when syncing photos to XactAnalysis
- I do not see the button to export photos to XA
Solution
- If the button to export the photos is not visible, that typically indicates that a XactAnalysis (XA) assignment is not linked. You can check this by navigating to the job in your DASH environment and expanding the "Linked Assignment Information" section.
- Check that the photo album is set to public. If the album is private, you will not be able to export photos over. Navigate to the job in DASH and scroll down to the "Photos" tab. Within the photos tab, click "Manage Photos and Albums". Then locate the album name from the list on the left-hand side. You should see the words "(public)" or "(private)" in parentheses next to the album name.
- If the Photos show a green sync symbol but are not showing up on the XA assignment, you will need to verify if the correct assignment is linked. You can do this by comparing the Transaction ID from the XactAnalysis Assignment URL and the Provider External ID listed under Linked Assignment Information. See these steps on how to verify:
- Go to the XA assignment in XactAnalysis and make note of the ID in the URL. This example shows where the ID is in the URL: www.xactanalysis..com/apps/cxa/detail.jsp?mfn=03YR7KK#d_clientpolicy)
- Go to the job in DASH and expand the "Linked Assignment Information" section. Locate the "Provider External ID" column and confirm if the ID listed there is the same as the ID you got from the XA assignment URL.
- If they are different, this indicates that the wrong assignment is linked to this job.
- If the photos are showing the red X, hover over them to get the error message.
- Timeout error: if the error is a time out wait 10 minutes and attempt to export again. If this does not resolve the issue, please reach out to our Support team.
- Other errors:
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