To streamline your maintenance workflows, the ESL Error Report grid explicitly pairs every device or system failure with its precise operational cause. Users can easily view the specific error classification under the Error Type column.
Diagnostic Error Matrix
Use this reference guide to identify why an error triggered and what it means for your digital shelf data:
| Error Type Message | Root Cause | Troubleshooting |
| Item ID is invalid | The format of the Product/Item ID is invalid. | Review the Product/Item ID for typos, spaces, or missing digits |
| The item ID contains invalid data | There is an issue with the data associated with this Product ID. | Report issue to investigate the invalid product data |
| Item ID is not found | The entered Product/Item ID is not found in the store’s data. | Report the issue to have the Product/Item added to the data warehouse |
| Device size or color not matching or supported | ESL size or color is not matching or known in our system. | Report the issue to have Vestcom investigate the device size and color in our system |
| API connection couldn't be established | We could not connect to the system, or we connected to the ESL vendor, but an error occurred. | Wait a few minutes and try refreshing the device. Report issue if it persists. |
| ESL timed out | We could not connect to the ESL vendor to upload the image. | Wait a few minutes and try refreshing the device. Report issue if it persists. |
| Tag Template is not supported by the device | There is a mismatch in the tag type requested for the ESL update or the tag type is not found. | Report the issue to have Vestcom investigate the unsupported template. |
| Processing incomplete | Connection was successful, but the update failed due to a system error while creating the ESL image, a vendor error during the upload, or a general system fault. | Wait a few minutes and try refreshing the device. Report issue if it persists. |
| ESL Unreachable | Communications to the ESL failed. | Locate the device and check for interference, malfunctions, or an offline Access Point. Remove interference or link UPC to a new device. |
💡Pro-Tip: Triaging Core Data vs. Network Drops When scanning this list, errors 1 through 3 are almost always Data Issues that require double-checking your store data or Product ID format. Errors 4 through 9 are Infrastructure Issues, meaning the data is likely fine, but a temporary network drop, device issue, or vendor server blip interrupted the handshake. First try refreshing the link between the ESL and Product ID. Grouping your troubleshooting this way will save you hours on the sales floor! |