System Datafeed Troubleshooting Guide Overview

Identifying if the Datafeed has Run

• Check the ‘Last Updated’ column in the Platform Summary / Adviser Summary screens – this field reflects the date and time data finished importing into the site. Depending on the time of day this is checked this, the Adviser Summary screen may be the better option, see points below.
  
  Home Page > Datafeed Functions > System Datafeeds > Reporting > [Platform Summary or Adviser Summary]
  
  
  • Platform Summary Screen: the date/time is updated each time data is imported into the site meaning, if a refresh is performed for any adviser / account on the site this field will be updated to reflect the date/time the refresh data finishes importing.
    
    
  • Adviser Summary Screen: the date/time is be updated each time data is imported into the site for the individual adviser. Whilst a refresh will update the date / time stamp against an individual adviser record – you will be able to determine if a feed has run / not run based on the date / time stamp recorded against the majority of the advisers receiving the datafeed in question.
    
     

Datafeed cannot be ‘activated’ 

• Confirm user has the required datafeed capabilities turned on for their login (refer to XPLAN Help for further detail)
  
  
• At least one adviser must be mapped to receive the feed before the datafeed can be activated. Map one adviser (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings) and retry activating the datafeed

Client isn’t visible in Mapped / Unmapped section of XPLAN

• Check the adviser code that’s linked to the client account is still mapped to receive datafeed (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  
  
• Check there’s no typo in the adviser code / no blank spaces at the end of the adviser code mapped in XPLAN (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  
  
• Confirm data is being imported for other clients under that adviser. If not, refer ‘No data being received for adviser’ section of this document.
  
  
• If there’s only one client for which the adviser should be receiving provider data:
  • Check the adviser has been registered with the data provider to receive the datafeed - – refer the ‘XPLAN System Datafeed Setup – Addendum ‘ for individual Data provider requirements
    
    
• Has the adviser’s data provider login/password expired? Expiry and pending expiry of these details can be viewed as follows:
  • In XPLAN v2.2 the status of the credentials is viewable via the Adviser Mapping screen for the vendor concerned (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  • Via the messages in the bouncing envelope.
  • Via the Audit Log screen (Home Page > Datafeed Functions > System Datafeeds > Reporting > Audit Log)

• Confirm the adviser is recorded with Data provider as servicing adviser on client account
  
  
• Check if the account has been mapped to a deleted client.
  
  Check the Deletion log (Home Page > Client Functions > Deletion log) for a client with the same name (as there may have been a duplicate client record at a point in time).
  
  If a duplicate is found you will need to reinstate the client and check the IPS External Account Mapping screen (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > IPS External Accounts). If the account is located, remap it to the correct client. Remember to delete the client record again once you’ve completed this step.
  
  
• Ensure the adviser and the client are in the same XPLAN Group & that you are also a member of the group:
  • If the adviser is a member of a different group to the client, the client account will display in the ‘unmapped’ section of the group the adviser is a member of
  • If you are not a member of the same group as the adviser you will not be able to view their ‘unmapped / mapped’ accounts
    
    
• If this doesn’t resolve the issue, raise the issue with XPLAN Support or your Account Executive. You will need to provide a copy of the providers report or screen shot from the data provider website showing details of the clients account.
  
  

No data being received for adviser

• If the adviser has recently registered for this datafeed with the provider / completed the adviser mapping in XPLAN it will take 24 to 48 hours before the data will be processed down to the XPLAN site. 
  
  
• Check mapping for the adviser code is in XPLAN (remember advisers can have more than one adviser code per data provider). (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings). 
  
  
• Check there’s no typo in the adviser code / no blank spaces at the start or end of the adviser code mapped in XPLAN. (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings) 
  
  
• Has the adviser been registered with the data provider to receive the datafeed – refer the ‘XPLAN System Datafeed Setup – Addendum‘ in XPLAN Help for individual Data provider requirements
  
  
• Check the datafeed has been activated for your dealer group. If you have the relevant capability this can be checked in Xplan (Home Page > Datafeed Functions > System Datafeeds > Platforms > Summary) or alternatively, your Site Administrator will be able to confirm this.
  
  
• check if there’s a date lock recorded against the adviser or data provider – these can be checked as follows:
  • Adviser Lock: Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings
  • Vendor Lock: Home Page > Datafeed Functions > System Datafeeds > Configuration > [Select datafeed] >Vendor lock section

• Has the adviser’s data provider login/password expired? Expiry and pending expiry of these details can be viewed as follows:
  • In XPLAN v2.2 the status of the credentials is viewable via the Adviser Mapping screen for the vendor concerned (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  • Via the messages in the bouncing envelope.
  • Via the Audit Log screen (Home Page > Datafeed Functions > System Datafeeds > Reporting > Audit Log)
    
    
• If this doesn’t resolve the issue, raise the issue with XPLAN Support or your Account Executive. You will need to provide the details of a couple of example clients and a copy of the providers reports or screen shot from the data provider website showing details of the clients account.

No data is showing against client record in XPLAN

• Check the client account is still open with the provider. Datafeeds don’t send down data for closed accounts.
  
  
• Check the IPS External Mapping screen to see if the clients account number has been mapped in XPLAN (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Mappings > IPS External Accounts)
  • If not, map the external account to the client
  • If so, is it mapped to the correct client (if necessary, click on the remap icon to remap the account to the correct client and then refresh the account)
    
    
• Check the adviser code that’s linked to the client account is still mapped in XPLAN to receive datafeed (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  
  
• Check there’s no typo in the adviser code / no blank spaces at the start or end of the adviser code mapped in XPLAN (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  
  
• Confirm data is being imported for other clients under that adviser. If not, refer ‘No data being received for adviser’ section.
  
  
• If there’s only one client for which the adviser should be receiving data provider data:
  • Check if there’s a date lock recorded against the adviser, data provider or subfund these can be checked as follows:
    • Adviser Lock: Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings
    • Vendor Lock: Home Page > Datafeed Functions > System Datafeeds > Configuration > [Select datafeed] >Vendor lock section
    • Subfund Lock: From within the client record > Portfolio > Admin > Cash & Subfunds > Portfolio Subfund section

• Check the adviser has been registered with the data provider to receive the datafeed for the adviser code underwhich the client is recorded- – refer the ‘XPLAN System Datafeed Setup – Addendum ‘ in XPLAN Help for individual Data provider requirements
  
  
• Has the adviser’s data provider login/password expired? Expiry and pending expiry of these details can be viewed as follows: 

In XPLAN v2.2 the status of the credentials is viewable via the Adviser Mapping screen for the vendor concerned (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)

Via the messages in the bouncing envelope.

Via the Audit Log screen (Home Page > Datafeed Functions > System Datafeeds > Reporting > Audit Log)

• Check if the account has been mapped to a deleted client. Check the Deletion log (Home Page > Client Functions > Deletion log) for a client with the same name (as there may have been a duplicate client record at a point in time).
  
  If a duplicate is found you will need to reinstate the client and check the IPS External Account Mapping screen (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > IPS External Accounts). If the account is located, remap it to the correct client. Remember to delete the client record again once you’ve completed this step. 
  
  
• Confirm the adviser is recorded with the Data provider as servicing adviser on client account
  
  
• Run an account refresh (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > IPS External Accounts)
  
  
• If this doesn’t resolve the issue, raise the issue with XPLAN Support or your Account Executive. You will need to provide a copy of the provider’s reports or screen shot from the data provider website showing details of the clients account (eg. Account Summary, Transaction Listing, etc). 

Data has stopped importing for a client account

•  Check the client account is still open with the provider. Datafeeds don’t send down data for closed accounts.
  
  
• Check the client account is still mapped to the correct client record in XPLAN (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > IPS External Accounts).
  
  
• Confirm data is being imported for other clients under that adviser. If not, refer ‘No data being received for adviser’ section of this document.
  
  
• Check the adviser code that is linked to the client account is still mapped to receive datafeed (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  
  
• Check there’s no typo in the adviser code / no blank spaces at the end of the adviser code mapped in XPLAN (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  
  
• If there’s only one client for which the adviser should be receiving data provider data:
  • check if there’s a date lock recorded against the adviser, data provider or subfund these can be checked as follows:
    • Adviser lock: Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings
    • Vendor lock: Home Page > Datafeed Functions > System Datafeeds > Configuration > [Select datafeed] >Vendor lock section
    • Subfund lock: From within the client record > Portfolio > Admin > Cash & Subfunds > Portfolio Subfund section

• check the adviser has been registered with the data provider to receive the datafeed for the adviser code under which the client is recorded- – refer the ‘XPLAN System Datafeed Setup – Addendum ‘ in XPLAN Help for individual Data provider requirements 
  
  
• Has the adviser’s data provider login/password expired? Expiry and pending expiry of these details can be viewed as follows:
  • In XPLAN v2.2 the status of the credentials is viewable via the Adviser Mapping screen for the vendor concerned (Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings)
  • Via the messages in the bouncing envelope.
  • Via the Audit Log screen (Home Page > Datafeed Functions > System Datafeeds > Reporting > Audit Log)

• Confirm the adviser is recorded with Data provider as servicing adviser on client account
  
  
• Run an account refresh (Home Page > Datafeed Functions > System Datafeeds > Mappings > IPS External Accounts / Client Focus Accounts (if a risk datafeed)) 

• If this doesn’t resolve the issue, raise the issue with XPLAN Support or your Account Executive. You will need to provide a copy of the provider’s reports or screen shot from the data provider website showing details of the clients account and, clearly indicate which transactions are missing. 

Missing Holding / Position

A holding / position will only appear in the Portfolio Position screen if there are underlying transactions recorded in XPLAN

• To resolve this issue refer to the section entitled ‘Missing Transactions’

Missing Transactions 

• Confirm data is still being imported for this client & adviser. If not – refer section entitled ‘Data has stopped importing for a client account’ &/or ‘No data being received for adviser’
  
  
• Obtain a Transaction Listing report (since inception) for the account from the Data provider and compare the transactions on the report to the transactions in XPLAN to identify which transaction/s are missing.
• check if there’s a date lock recorded against the adviser, data provider or subfund these can be checked as follows:
• Adviser lock: Home Page > Datafeed Functions > System Datafeeds or User Datafeeds > Adviser Mappings
• Vendor lock: Home Page > Datafeed Functions > System Datafeeds > Configuration > [Select datafeed] > Vendor lock section
• Subfund lock: From within the client record > Portfolio > Admin > Cash & Subfunds > Portfolio Subfund section 

• If this doesn’t resolve the issue, raise the issue with XPLAN Support or your Account Executive. You will need to provide a copy of the providers reports (Transaction Listing) or screen shot from the data provider website showing details of the clients account and indicating very clearly which transactions are missing from XPLAN.

Account out of Balance

Note: Within XPLAN, account reconciliations are performed against the number of units / shares held, not the dollar balance.

• Probable Causes: Missing or additional Transactions, Number of units differ on transactions
  
  
• Obtain a transaction report for the account from the Data provider and compare the transactions on that report to the transactions in XPLAN.
  
  
• When comparing transaction information, remember to compare using the Number of Units / shares (as unit price can vary between XPLAN and the data provider due to different sources of pricing information). 
  
  
• Missing Transactions
  • Refer section entitled ‘Missing Transactions’
    
    
• Additional or duplicate transaction/s
  • Highly likely that any duplicate transactions will have been manually added.  Removing these transactions should  bring  the  account  back  into  balance. To identify if the transaction was added manually or via the datafeed:
    
    
  • View the transactions in the Portfolio > Transaction screen and scroll across to the ‘External ID’ column. If there is an entry in this field then the transaction was added by the Datafeed.  No entry in this filed means the transaction was manually added.
    
    Or, if you’re on an older version of XPLAN:
    
    
  • Open the transaction in ‘edit’ view
    
    
  • Under the heading ‘Account Information’ look for the ‘External ID’ field. If there is an entry in this field then the transaction was added by the datafeed. No entry in this field (or field not visible) means the transaction was manually added.
    
    
  • Note: Only transactions with no entry in the ‘External ID’ field should be deleted. If there is an issue with a transaction that has an entry in this field, this should be raised with XPLAN Support or your Account Executive for further investigation.
    
    
• Number of Units differs

  • Unfortunately there’s no way to confirm if the number of units was sent through incorrectly in the datafeed or it was adjusted manually by someone within the practice.

  • Suggest performing an Account Refresh in the first instance. This  will  resend  the  data  to  the  site. Remember to check for date locks before running the refresh.

• If the aforementioned steps do not resolve the issue or, the issue has been caused by a transaction added by the datafeed (ie. the transaction has an External ID recorded) raise the issue with XPLAN Support or your Account Executive. You will need to provide a transaction report from the data provider and XPLAN clearly indicating which transactions / units are incorrect.

Unit pricing / Asset Allocation in XPLAN is incorrect

Note: Effective June 2012 Asset Pricing data is only available via the datafeeds for Custom products being, products that are not listed on the ASX or available via IRESS Fund Data.

• Check the Datafeed Summary Document to confirm whether the datafeed data provider supplies pricing / asset allocation data (XPLAN HELP >Datafeeds > System Datafeeds > Datafeed Summaries)
  
  
• Check the Vendor Configuration settings for the datafeed to confirm the Pricing / Asset Allocation data is set to update via the datafeed.
  • (For system datafeeds: Home Page > Datafeed Functions > System Datafeeds > Configuration > [select datafeed] > Asset Data section)
  • (For user datafeeds : Home Page > Datafeed Functions > User Datafeeds > Processing Options)
• Check if there is a pricing / asset allocation lock recorded against the product (Home Page > Portfolio Functions > Products > [Pricing / Asset Allocation tabs]).
  
  
• If this doesn’t resolve the issue, raise the issue with XPLAN Support or your Account Executive. You will need to provide a report or screen shot from the fund manager clearly showing the correct unit price / asset allocation.

Datafeed that require Regular Updating 

Incorrect Cost-base

In the case of an account transfer or rollover, a number of data providers send the opening transaction for the new account with the cost equal to that of the market value on the date of transfer, rather than the ‘open’ cost base.

Macquarie:

• Macquarie have acknowledged this an issue with their Datafeed and will look to address it in a future enhancement. As such, any feedback regarding this should be directed to your Macquarie BDM.

Workaround options:

• If the issue is as a result of a move from Super to Pension – we recommend you transfer the holdings in XPLAN and add a subfund date lock.
• Alternatively, or for other scenarios we recommend you manually alter the data and add a subfund date lock
  
  

Other Providers

• Raise the issue with XPLAN Support or your Account Executive. You will need to provide a Fund Manager report or screen shot showing the original date of purchase and cost base and, a report or screen shot for the current account.

Two holding positions

This can occur when a clients account with one vendor is subsequently closed and established under a different vendor with some or all of the same underlying assets.

This can be confirmed by viewing the transactions for the holding where you’ll see the two different Datafeed vendors in the Vendor Name column. For example, in the screen shot below we can see that data for the MQG.ASX holding was originally coming via the 3PECS datafeed and is now coming via the PENSON datafeed.

To correct this, the old holding needs to be merged into the new holding and a subfund date lock applied. Before doing this, check for and delete any duplicate transactions. 

How to update your Macquarie or MLC datafeeds

IRESS Wealth Management | XPLAN Datafeed | Datafeed Troubleshooting Guide