AusUDID troubleshooting

You may see a login error after entering your TBS user details in either environment.

This usually occurs when:

• your account was recently created
• your TBS system role was recently changed.

To fix this issue:

1. Log out of your TBS account.
2. Clear your browser cache.
3. Log in again.

You may see a login error if you select the wrong login option.

To fix this issue:

1. Select the ‘Login with TGA’ option on the login page.
2. Enter your TBS credentials.

This issue usually occurs when:

• you are not logged in correctly
• you are logged in under the wrong TBS system role such as Administrator, Drafter or Financial.

Only users with the Submitter role can publish UDI records.

To fix this issue:

1. Confirm you are logged in with a TBS account that has the Submitter role.
2. If you do not have the Submitter role, contact your Administrator.

You may see an error message ‘ARTG ID does not exist’.

This usually occurs when:

• the ARTG ID has been entering incorrectly
• you have logged in with a Manufacturer account.

To fix this issue:

1. Re-enter the ARTG ID and check the number carefully.
2. Ensure you are logged in using the correct Sponsor account.

This issue may occur when:

• the file name contains unsupported symbols such as ‘=’ or ‘+’
• the file is not in a supported formats (PDF or URL)
• the file size is too large
• you are trying to upload a PDF using the Australian UDI Bulk Upload Template, which only allows URL submissions.

To fix this issue:

1. Re-name your file using only letters, numbers and hyphens.
2. Convert your file to PDF.
3. Reduce your file size.
4. Submit your PDF IFUs or PILs using the AusUDID portal or include a URL in the Australian UDI Bulk Upload Template. 

If you are unable to see or link UDI records, this may be because:

• you are not logged in
• you are not logged in under the correct organisation
• the UDI records have not been submitted by your organisation
• the UDI records were submitted to the wrong AusUDID environment.

To fix this issue: 

1. Ensure you are logged in under the correct organisation.
2. Ensure the UDI records have been submitted by a member of your organisation.
3. Ensure you are in the correct AusUDID environment.

This issue usually occurs when:

• you are not logged in correctly
• you are logged in under the wrong TBS system role (Administrator, Drafter or Financial)
• the template is an old version
• the template has unresolved errors.

Only users with the Submitter role can submit the template.

To fix this issue:

1. Confirm you are logged in with a TBS account that has the Submitter role.
2. If you do not have the Submitter role, contact your Administrator. 
3. Check that you are using the latest version of the template.
4. Ensure your template has no unresolved errors.