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Almost no item is recognised, although it used to work

  • Utilisateur
  • Admin

Almost every line on orders from one customer now says "Item is required" or has an item that is close but wrong. Start with the three checks below, then correct the items on this order and validate it.

Something changed between the last good order and this one. It can be your item list, the customer on the order, the customer's codes, the document or the AI mapping. These three checks tell the causes apart:

  • Look at the customer on the order.
  • Click the item cell of an empty line and type the code from the document.
  • In Archive, open an earlier order from the same customer whose items were recognised.

To correct the items, follow Change the item.

The items are gone from your item list, or came back as new records​

You type the code from the document in the item cell, and the item does not appear. Or many items you know are missing from the list.

Cause: An import deleted or replaced items, and each deleted item took its Codex entries with it.

An import run that ends without errors deletes the records the source no longer holds, and can delete records added by hand too. If the source delivers items under a different key, the run adds them as new records and deletes the old ones. A deleted customer also takes its Codex entries with it, so the entries limited to that customer are deleted too. Orders that Codex used to correct then need the correction again. An admin can also have emptied the list with Clear data. Until the list is filled again, Hyperfox matches nothing from it. Clear data is described in Change the fields and settings of a reference data list.

Fix:

  1. Click the item cell of an empty line and type the code or name from the document. If the item appears, it is in your item list. Choose it and go to the next section, because the cause is elsewhere.
  2. If the item does not appear, click Reference data and open the item list.
  3. Check whether the item is missing, or whether its code looks different from before.
  4. Choose the items on this order and validate it. If Hyperfox had matched a different item, it records a new Codex entry. A line that was empty records none.

To check the import, ask your admin to open Admin settings > Data > Import Profiles. On the profile that fills the item list, your admin clicks View Runs. In Import Runs, a high number under Records deleted means that the run deleted items. A run with Completed (errors) deleted nothing. Every column of Import Runs is listed in Import Profiles.

Ask whoever maintains your reference data to fix the source that the import reads, so the next run brings the items back. Lists filled by an import are covered in Add, edit and delete reference data records. A list without an import profile is filled another way, for example through the API or by hand. In that case, ask whoever fills the list.

For next time, ask whoever maintains your reference data to tell operators before an import replaces or deletes items.

The customer on the order is wrong, and your environment searches a customer's own codes​

The customer orders with its own codes, which used to match your items, and now none of them does.

Cause: Some environments search a customer-specific list, such as your customers' own codes for your items. There, Hyperfox matches the customer first and then searches that list for the customer on the order. With the wrong customer, it searches the other customer's codes and finds none of these. With no customer, it searches the codes of every customer, so a code can point to the item another customer uses it for.

Fix:

  1. Check the customer on the order.
  2. If the customer is wrong or empty, correct it first. Follow The customer is empty: the field says it is required or A similar customer is chosen.
  3. Correct the items on the order and validate it. Hyperfox records a corrected customer in Codex and applies it to later orders with a similar text.

Where a customer-specific list fits in the search is part of How Hyperfox matches the item on each order line.

The customer's codes changed: a letter, a prefix or its own codes​

The customer orders 4711 and your item is 4711 G, or the document says Q4711 where your code is 4711. The customer can also have started to use its own codes, for example for private-label items. Or it puts your code in a column such as "Your reference" and its own code under "Article".

Cause: The automatic search also returns items whose code shares a large part of the text, so 4711 G is among the results for 4711. Hyperfox then takes one result or none. Nothing tells Hyperfox that your letter stands for a colour or a pack size, or which column holds your code. Only the extraction instruction of the item field can say so. When no result fits clearly, Hyperfox leaves the item empty or takes a different result. Codes that the customer makes up share nothing with yours. Hyperfox finds them only through a list that links them to your items.

Fix:

  1. In the item cell, type the code without the letter or the prefix.
  2. Choose the item.
  3. Validate the order. If Hyperfox had matched a different item, it records a Codex entry. On later orders from that customer, Codex applies your correction when Hyperfox again matches the item you replaced, for a similar text. If the line was empty, Hyperfox records no entry.

For next time, if the pattern returns for many items, ask your admin to describe it in the extraction instruction of the item field. Example: "Our item codes end in a letter for the colour. Customers often leave it out." Another example: "Our article code is in the column 'Your reference'. The column 'Article' holds the customer's own code." Hyperfox uses this instruction both to read the line and to match the item.

For next time, if a customer orders with its own codes, ask whoever maintains your reference data whether your environment has a list of customer codes. If it has one, ask them to add the new codes there. Support sets up such a list.

With the request, give your admin two example orders: one that was read right before the change, and one that is read wrong now. Example instructions are in Steer how the AI reads a field.

The document changed: a new layout or a new column​

The earlier order in Archive looks different. The codes moved to a different column, a column was added or renamed, or the order now comes as a different kind of file.

Cause: Hyperfox reads the codes where the document puts them. If the layout changes, it can take the wrong column as the code, for example the customer's own number or an EAN. It then finds no item or a wrong one.

Fix:

  1. In Archive, open the earlier order from the same customer.
  2. Compare its document with this one, column by column.
  3. Choose the items on this order and validate it.

For next time, if the customer keeps the new layout, ask your admin for an instruction on the item field that names your code column. Your admin writes it as described in Steer how the AI reads a field.

For next time, if the code on the new documents is in a column of your item list that Hyperfox does not search, ask your admin to make that column searchable.

An instruction or a Codex entry changed​

Nothing changed in the item list or on the document, and the items still stopped being recognised.

Cause: Someone changed the AI mapping, for example the extraction instruction of the item field, and Hyperfox now reads or matches the item differently. The Codex entries that corrected this customer's items can also no longer apply. Someone switched them off or deleted them, or an import deleted them with the items or the customer they pointed to. Codex only replaces an item Hyperfox matched, so lost entries return the wrong items, not empty lines.

Fix:

Ask your admin first whether the AI mapping changed. Version history in the mapping lists every save with the fields it changed, and your admin can restore an earlier version.

  1. Click Codex.
  2. Click Filters and filter Field on your item field.
  3. Look for the corrections of this customer.
  4. If an entry shows Inactive, click Inactive to switch it on. The full steps are in Review, narrow or switch off the corrections Codex learned.
  5. If the corrections are gone, correct the items on this order and validate it. Codex records them again for this customer.

To see which entries Hyperfox used on this order, admins open Developer tools > Codex on the validation screen and follow Check which entries Hyperfox used on an order.

Still wrong?​

If the problem persists, contact support at [email protected]. Mention two inquiry ids: one of the last order whose items were recognised, and one of this order. Also mention a code from the document that is not found. The rest of what support needs is in How to report a problem with an order to support.

See also​

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