Skip to main content
All CollectionsTroubleshootingProblem Submissions
Tester Was Not Found in System
Tester Was Not Found in System

What this error means and how to fix it

Angela avatar
Written by Angela
Updated over a year ago

Overview

If you submitted a test report to the water purveyor using SynctaOne and receive this message, this likely means one of two things:

  • The tester’s name listed in Syncta and in the water purveyor's system do not match exactly.

  • The tester's information does not exist in the water purveyor's system (for example, if this is a new tester).

If the tester's name is not exactly the same in both systems, or if it is missing in the water purveyor's system, a test report cannot be submitted. This includes differences in capitalization, a middle name or initial, etc. 

For example, if Syncta shows the tester's name as Ronald Previn and the water purveyor's system shows Ronald J Previn, the associated test report cannot be submitted until these names match.

Fix the Error

1. To find a "problem submission" test report, select Tests from the navigation menu, and then select Problem Submissions.

2. On the Problem Submissions page, click Review Problems. 

3. On the Water Purveyor Submission page, scroll to the Problem Submissions section to review the test report details.

4. Verify the exact name of the tester for the test report in question.
5. Open a new window in your browser and login to the water purveyor's system.
​
6. Do one of the following:

  • If the tester's name is listed in the water purveyor's system, compare it with the tester's name shown in Syncta; note any differences, including capitalization, middle name or initial, etc. Go to step 7.

  • If the tester's name is missing in the water purveyor's system, go to step 8. 

7. Do one of the following:

  • If the tester's name is different in the water purveyor's system, follow your water purveyor's process for updating this information. Once the tester's name has been updated, go to step 8.
    ​Note: If you use more than one water purveyor, we do not recommend updating the tester's name in Syncta. Doing so may cause new problem submissions for other purveyors if they have listed a tester's name slightly different in their system.
    ​

  • If the tester's name is missing in the water purveyor's system, contact your water purveyor and ask them to add the tester's name. Once the tester's name has been added, go to step 8.  

8. Verify with the water purveyor whether they want you to resubmit the test report or if they want you to email the test report directly to them.
​
9. Do one of the following:

  • If the water purveyor wants you to resubmit the test report, see Retry Post Processing the test submissions for more information.  

  • If the water purveyor wants you to email the test report directly to them, click the Mark Manually Processed icon in the Problem Submissions section. This indicates the test has been manually submitted to the water purveyor. Click OK in the popup window to remove this test report as a problem submission. 

Did this answer your question?