Downtime in My Backlog
In rare cases, TriFact365 may be unable to process an invoice. When this happens, the invoice will be shown in Downtime.
Written By Tess Hoogeboom
Last updated About 1 month ago
Users with upload and/or review permissions, Administrators, and Owners can view Downtime notifications on the Home screen or in Current Administration. These documents are also visible in the Backlog and have the status Downtime.
Cause 1: Corrupted file submitted by supplier
Check whether the uploaded PDF is corrupted by opening the original file. If you receive an error message when opening the file, the file contains an error and cannot be opened. Our software will therefore not be able to process this file.
In this case, we recommend notifying the sender (supplier) of the issue encountered while processing the invoice.
Cause 2: Outlook compatibility issue
Can you open the original attachment normally, and was the file sent from Outlook to TriFact365? If so, go to the Mailbox in TriFact365. Double-click the relevant email and try to open the attachment by clicking it.
Do you receive a message stating that the PDF cannot be opened because the file is corrupted? If so, the issue is caused by a compatibility problem between Outlook and our email software.
In this case, the email was sent to TriFact365 from Outlook in RTF format instead of HTML or plain text. Emails formatted in RTF are sent by Outlook using the TNEF standard. This is a standard used exclusively by Microsoft software and causes issues with other software. Attachments from such emails cannot be processed correctly by our system. This is also known as the Winmail.dat problem.
Solutions
Ask the administrator of the Exchange server or Office 365 cloud within your organization to disable the RTF format for all emails sent to the trifact365.com domain. This is the best solution to this problem and prevents it from recurring. Instructions for the administrator can be found at the bottom of this link.
The following two options may not always resolve the issue, and even if they do, recurrence cannot be ruled out. However, they can be performed without an administrator:
Change the message format to HTML or plain text and try resending the email with the attachment.
If changing the message format does not help and you have saved the TriFact365 administration address (ending in trifact365.com) as a contact in Outlook, deleting this contact may resolve the issue.
Please note!
An invoice with the status Downtime remains visible on the Home screen, in Current Administration and in the Backlog until it is removed from the Backlog. This invoice will therefore not expire after a certain period of time.
Different issue?
At this time, the causes listed above are the only two known reasons why a file may have the Downtime status. Do you have an invoice with the Downtime status that doesn’t match the description above?
Please contact our support department. Please include the following:
Name of the administration
File name
Date and time the file was uploaded
Can you open the original file before uploading or sending it to TriFact365?