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Imaging Issues with Student Applications

Status Updates

As of 11/09/2010: 2 open Help Desk incidents , 62 closed/resolved, 0 new

Vendor Issues

ITS is working with CollegeNet to resolve three specific situations that have been recently identified. Conference calls are scheduled with CollegeNet to discuss issue resolution and timelines.

CollegeNet situations
Issue and Description
Effort Underway/Status
Image is being passed, but image information is not in the data file.
11/5/10 and ongoing:
CollegeNet continues to review a list of images with no corresponding data to determine additional patterns (see 11/4/10 below for descriptions of known patterns). CollegeNet will provide ITS with a report on these issues and plans to fix them.

11/4/10:

CollegeNet discovered that some of these problems are caused by applicants uploading a document and later deleting the data associated with that document. For example, an applicant uploaded a transcript, but later deleted the school information. CollegeNet is looking at making changes to their system to stop these types of pdfs from being passed. ITS has sent CollegeNet a list of images that weren’t in data files so they can continue their investigation.

Load failures may also account for some of these issues. If a load failure occurs and an application is entered manually, the imaged documents cannot be matched to the application because the image is not going through the automated process. ITS is looking at this situation.

11/03/10:

Conference calls continue with CollegeNet.

11/02/2010:
Conference call with CollegeNet is scheduled to discuss issue resolution and timelines.
Image is listed in the data file, but no image is passed. 11/9/10:
ITS is continuing to provide CollegeNet with lists of missing information so CollegeNet can further investigate and monitor the problems. CollegeNet will continue to send missing images as they are discovered.

11/8/10:
The missing imaged documents are still being processed. When it is completed, ITS will provide offices with a list of imported items so offices can look for duplicate images if desired.

11/5/10:

CollegeNet plans to send roughly 1000 of these imaged documents today. These images should be available in the system early next week. CollegeNet continues to investigate other images that were not previously passed as expected.

11/4/10:
CollegeNet has discovered a pattern where pdfs are not being batched correctly. ITS has given CollegeNet a list of missing images and CollegeNet will regenerate and resend those images. The majority of the documents are recommendations. Offices should be aware this may cause duplicate images.

CollegeNet will provide ITS a list of all recommendations that have not been submitted through CollegeNet so a comparison can be made between that list and ITS’s list of missing recommendations.

11/03/10:

Conference calls continue with CollegeNet.

11/02/2010:
Conference call with CollegeNet is scheduled to discuss issue resolution and timelines.
Image is not passed and not listed in the data file, but is present on the CollegeNet site. 11/4/10 and ongoing:
This issue is being discussed with CollegeNet.

11/03/10:

Conference calls continue with CollegeNet.

11/02/2010:
Conference call with CollegeNet is scheduled to discuss issue resolution and timelines.

NOTE: As of 11/3/10 - Issues listed below will no longer be tracked individually on a daily basis

Conversion Issues

Includes issues associated with Images not moving through the conversion process properly. ITS is working to identify a replacement conversion engine that will more reliably convert the PDFs.

Issue and Description Effort Underway/Status
Black and Blank Pages
Image is converted but is incorrect. Only blank or black pages are in the image.
10/29/10 & ongoing:
New conversion tool planned for implementation Nov. 6. Continue to submit Help Desk incidents when this issue is discovered

10/28/10:

ITS is testing a new conversion tool that may eliminate this problem.

10/27/10:
ITS closed a number of incidents for this issue in the past few days. Continue to submit Help Desk incidents when this issue is discovered.

10/26/10:
ITS continues to test software to resolve this issue. ITS is reaching out to other PeopleSoft schools to determine if the scope of this problem reaches further than U-M

10/22/2010:
ITS is testing software to help resolve this issue. Units should continue to submit an incident to the ITS Help Desk for this issue.
Image Failed to Convert
Image does not convert properly and is placed in an error file or is identified in a log file.
10/29/10 & ongoing:
New conversion tool planned for implementation Nov. 6. ITS will continue to monitor and resolve any issues.

10/28/10:

While ITS is continuing to monitor this problem, the numbers of images failing to convert are steadily dropping.

10/21/2010 & ongoing:
ITS manually converting the identified PDFs on a daily basis.
Conversion Process "Hangs"
Intermittently the conversion process "hangs" while processing an image. This causes the processing to stop and further images are not processed. 
11/1/10:
This problem continues to occur. ITS is monitoring and manually restarting the processing when needed.

10/29/10:

The hanging issue was reported twice on Thursday. New conversion tool planned for implementation Nov. 6 should reduce or eliminate this problem. ITS will continue to monitor.

10/27/10:
The conversion process hanged again Wednesday and Thursday. The new conversion tool being tested by ITS may resolve this problem.

10/26/10 & ongoing:

ITS is monitoring this every two hours to ensure that the imaging process is not interrupted. Any images that were stopping the process are being manually converted on a daily basis.

10/25/2010:
The "hanging" problem resulted in some duplication of images. ITS has changed internal policy so files aren’t reprocessed and duplicate images created if the system hangs again.

10/22/2010:

The "hanging" problem was reported again. It was tracked to processing School Forms files from CommonApp. ITS is reprocessing those files.

10/21/2010:
ITS is monitoring this every two hours to ensure that the imaging process is not interrupted.  Any images that were stopping the process are being manually converted on a daily basis.

Import/FTP Errors

Errors that occur as files are moved between servers or during the import of the image to the imaging system. ITS has worked with the vendors to resolve these issues as they are identified.

Issue and Description Effort Underway/Status
Import Errors
Some images fail to import into the imaging system and are placed in an error folder. Most common reasons for this are unacceptable characters in the file name, e.g., apostrophe or period.
10/29/10 & ongoing:
ITS is testing a solution to this problem.

10/26/10 & ongoing:

ITS continues to monitor for this type of error.

10/22/2010:
This error has not been reported in several days, but monitoring continues.

10/21/2010:
ITS continues to monitor for this type of error.
Zip File Size
Some zip files have been identified that contain more than 1300 PDFs. The conversion process has failed with this number of PDFs. 
10/29/10:
ITS has established a new internal process to eliminate this issue. This process is being tested.

10/28/10:

ITS is working on an internal solution to this problem so as to not have to make process changes on the vendor side.

10/26/10 & ongoing:
Common App issue only. ITS is managing these files manually and it is not causing a delay in image processing.

10/25/2010:
All images affected by this problem have been processed.

10/22/2010:
CommonApp vendor has responded and they are investigating this issue.

10/21/2010:
The vendor has been asked if it is possible to provide zip files containing a smaller number PDFs while a longer-term solution is being developed. 

Unknown Errors                                  

These are most likely conversion issues.

Issue and Description Effort Underway/Status
Missing Images
User reports that expected images are not in ImageNow.
11/1/10:
ITS has discovered three specific conditions under which this problem occurs and continues to research other possible causes. The known issues have been escalated to CollegeNet for resolution.

10/29/10:
ITS is continuing to research the cause of these problems.

10/28/10:

Those submitting Help Desk tickets should receive a communication from ITS when work on the problem has begun and when it is resolved. Please continue submitting Help Desk tickets for missing images, even if you are manually importing the images. ITS is working to determine patterns among missing images to help with permanently resolving the issues.

10/27/10:
ITS is working Help Desk incidents, missing images reported in September, and an error conversion report in a cleanup effort for this issue.

Business reported problems with Recommender 2 files, which ITS is researching.

10/26/2010:
ITS continues to work through missing images to resolve them. Discussion from Tuesday’s ASP meeting regarding a possible change in process was mentioned and further discussions will occur before any changes occur.

10/25/2010:
Roughly 500 files affected by this problem were processed over the weekend and are now available.

10/21/2010:

A reconciliation process is in place to identify missing images, identify where in the process the issue occurred and determine a resolution.
No Supplement for Common App
When an application is received from Common App it comes in two parts. The first is the generic Common App application and second is the supplement that is specific to the University of Michigan. These two pieces should always be delivered together from Common App. Some images are coming in with only the application.
10/21/2010 & ongoing:
ITS is investigating to determine if this is a conversion issue or an incomplete file sent from the vendor.

ImageNowWFQueue Script Errors     

This script attempts to match a document in the Web Apps Queue to a row in PS imaging detail table (img_dtl_tbl) and then move the document into the appropriate queues.

Issue and Description Effort Underway/Status
Images Not Routing to the OUA Recommend Queue
New recommendations and transcripts are routed to the OUA Recommend Queue so that they can be identified and the appropriate PS checklist updated. Currently if there is an existing recommendation or transcript, the new recommendation or transcript will append to the existing one and will not be rerouted to the OUA Recommend Queue.
10/25/2010:
Closing this issue - A resolution to this problem is being moved to Production on 10/25/10. If any additional problems are discovered after this date, please file an incident.

10/21/2010:

This issue requires a redesign of the indexes used for the images to keep them from appending and to enable a new document to be created and routed to the OUA Recommend Queue. Additionally a process needs to be developed to remove the index once the documents have been reviewed and the appropriate PS checklists updated.
College Net Images Route to OUA Recycle after 7 Days
After 7 days in the Web Apps Queue Undergraduate documents from Common App (CAP) should be routed to the UGRAD Recycle Queue. Graduate documents from College Net (CNTC) should remain in the Web Apps Queue indefinitely.
11/1/10:
This problem is resolved, however the process by which it was resolved may have triggered a recurrence of an older issue related to Grad Recommendations in the OUA Recommend Queue. ITS continues to work on these issues.

10/29/10:
ITS continues to monitor this problem and manually resolve any issues.

10/27/2010:

ITS is investigating whether this issue was fixed with the 10/25/10 resolution. It is unclear at this point.

10/25/2010:
Closing this issue - A resolution to this problem is being moved to Production on 10/25/10. If any additional problems are discovered after this date, please file an incident.

10/21/2010:

There is a manual process in place to remove the improperly routed documents on a daily basis while a fix is developed.
Grad Recommendations in the OUA Recommend Queue
Recommendations are improperly indexed and moved to the OUA Recommend Queue. Graduate Recommendations (CNTC) documents are given a drawer value of SIS PROD (Undergraduate Drawer) and moved to the OUA Recommend Queue inappropriately.
11/1/10:
This issue was reopened. ITS is investigating this script in relation to the College Net Images Route to OUA Recycle after 7 Days issue to try to resolve both.

10/28/10:

Closing this issue - A resolution to this problem is being moved to Production on 10/25/10. If any additional problems are discovered after this date, please file an incident.

10/21/2010:
Indexes are being incorrectly assigned, making documents unavailable to the proper admitting office. This is the next development effort.
Some Transcripts Cannot be Matched
In some cases, transcripts come into PeopleSoft with an inappropriate code that prevents a row being written to the img_dtl_tbl. When one of these transcripts comes into the imaging system, there is no corresponding row in the img_dtl_tbl for them to match and therefore they are never indexed and routed.
10/25/2010 & ongoing:
See the 10/21/2010 and 10/22/2010 conference call notes for information on how to handle these "zzz" errors.

10/21/2010:

This is being investigated for a solution.

 

For Assistance:

Please continue to file ITS Help Desk incidents to report all imaging problems. Include:

  • Applicant’s UMID
  • Document type
  • Name of your admitting office.

These incidents are tracked, which helps us permanently resolve the issues.

ITS HELP DESK
734-764-4357 (4-HELP), option 4
itsadminhelpdesk@umich.edu
Online Help Desk