Troubleshooting

Overview

This section will address some of the more common issues that arise using SecureETag.

Error/Issue	Explanation	Remedy
The username or password entered was invalid	SecureETag could not log the user in. This is due to one of the following: an invalid login, invalid password, locked account or deactivated account. The password may have been entered incorrectly or changed, the username has been entered incorrectly, the account is locked or the account been deactivated	Re-enter the username and login being careful to observe UPPER and lower case of both username and password. If the password has been forgotten it can be reset be selecting the "Forgot your password?" link below the user login screen. A new password will be sent to the user's account. If your account is locked or deactivated, you will need to contact the administrator to assist you with your account.
VIN number 123 could not be successfully looked up.	Not all valid VINS can be successfully decoded.  Specialty vehicles or vehicles manufactured before 1981 are some examples. If a VIN cannot be decoded, it can still be used.  The user will need to enter the vehicle Make, Model and the Year as SecureETag will not populate what it cannot decode.	Make sure the VIN is entered correctly.  If the appropriate VIN is not being decoded, re-enter it exactly the same way twice and SecureETag will override the decode process and accept the entered VIN. If you believe the number to be correct, re-enter it to confirm, or enter the correct VIN and press If a message displays “The ROA VIN Decode web service timed out responding to a request.”  Please notify the State of Arkansas Help Desk as this reflects an ROA system issue.
A problem occurred while attempting to look up the current tag on this vehicle: No current tag for the vehicle could be found	There is no current Temporary Tag for this specific VIN	Check entry of the VIN to make sure the information has been entered correctly. If the user is a motor vehicle dealer and this vehicle has been issued by another dealership or the Office of Motor Vehicles, the user will not be able to see any details about this VIN. Contact the the OMV for more information on this vehicle.
A problem occurred while attempting to look up the current tag on this vehicle: You are not authorized to replace or extend the current tag.	Tag is issued at your location or your child location	The tag can only be replaced at the location the tag was issued or the state office.
A problem occurred while attempting to look up the current tag on this vehicle.	The current tag is of a type that cannot be extended, or has been extended once already, or it is too early or too late to extend the tag. Tags may only be extended once, within 7 days before or 30 days after expiration.	Contact the OMV or wait for the appropriate time window to extend a Temporary Tag
A problem occurred: There is already a tag on that VIN.	This indicates that the user is attempting to issue a tag for a vehicle on which there is already a current temp tag, which the user does not have the authority to expire, replace, or extend due to it having been issued at a different location.	Only one current, active Temporary Tag can be associated with the same VIN. See methods to expire or replace the existing Temporary Tag.
There is an un-expired temporary tag for that VIN already. What would you like to do?	In this case users cannot issue a new tag because there already is one. Applicable options are presented to the user based on the specific user’s privileges. (Thus, the options may vary.)	Only one current, active Temporary Tag can be associated with the same VIN. See methods to expire or replace the existing Temporary Tag.
The tag specified cannot be extended.	Only a 30 day tag can be extended and only once.	Contact the OMV.
In replacing a Temporary Tag, the dealer user receives the following error message: “Unauthorized to replace this Tag.”	The current tag was issued at another location.	The tag can only be replaced at the location the tag was issued or the state office.
There was a problem while preparing the tag: There's a problem: you already have a tag in memory for printing. Were you trying to prepare two tags in two windows at the same time? That doesn't work.	Cannot keep a tag in one tab and try to create another in a different tab.	Close one of the tags and open a new browser if the problem persists.
Error/Issue	Explanation	Remedy
Please enter a tag type.	This occurs if the user selects “Please select a type” from the tag type pull-down on the first screen and then submits the form.	Select a Tag Type.
The VIN must be alphanumeric.	VIN cannot contain spaces of any special characters.	Re-enter the VIN.
A tag must have either an owner's last name or an owner company name, not both.	This will happen if users attempt to enter both.	Enter either the owner’s name or an owner company for the vehicle being purchased, but not both.
The last name must be at least one character.	OMV procedures require the entry of last name for vehicle purchase or an owner company	Enter a Last Name.
The company name must be at least two characters.		Enter the company name.
The make must not be blank		Enter the make.
The vehicle's year must be a number.		Enter the year.
The purchase date must not be blank.		Enter the purchase date in the format DD/MM/YYYY.
The model must not be blank.		Enter the model.
The vehicle's year was outside accepted bounds.	The system doesn’t accept years before 1900 or more than one year after this one (manufacturers sometimes start selling a model year early, but not two years early!)
The purchase date wasn't readable. Please format the purchase date as MM/DD/YYYY. (Leading zeros may be omitted.) For example, today is ######.
Please enter a replacement reason.	This occurs if the user leaves the replacement reason set to “Please select a reason” on the first screen and then submits the form.
The Security Seal serial number entered corresponds to a seal that is not available for use. Please re-enter your Security Seal serial number.	Most likely, the user made a typographical error in entering the Security Seal serial number.	Verify and re-enter the Security Seal serial number to ensure it matches the unused Security Seal the user has in front of them. If the user receives this error again for the same seal, having verified that the entered number is correct, please bring it to the attention of the SecureETag administrator at your location or the Help Desk.
The specified Security Seal serial number is not valid. Please check your seal for the correct number and try again.	Most likely, the user made a typographical error in entering the Security Seal serial number.	Using the Security Seal the user has in front of them, correct the Security Seal serial number entered on the form.
A problem occurred while trying to save the tag. Do not attach the Security Seal. The error message was: (something).	The “something” may indicate that the Seal is already in use.	If the Seal is already in use, you may obtain a new Security Seal and try again. Remember to have the Security Seal you intend to use in front of you before attempting to use it to issue, replace, or extent a tag.
The selected Security Seal is not available for use at this time.	This can happen if someone else issues a new tag using the same seal number while you are still in the process of preparing a tag, or if someone else expires that seal while you’re preparing the tag.	Get a new Seal and start over.
The vehicle's year was outside accepted bounds.	The system doesn’t accept years before 1900 or more than one year after this one (manufacturers sometimes start selling a model year early, but not two years early!)	Enter a date between 1900 and next year.
The vehicle's year must be a number.	Cannot be non-numerical.	Enter the year.
The purchase date must not be blank.		Enter the purchase date in the format DD/MM/YYYY.
The purchase date cannot be more than (some number) days ago.	The number specified depends on the type of tag selected to be issued. Basically, the system doesn’t let you issue a tag that’s already expired. So, for a 3 day tag, it would say it can’t be more than 3 days ago.
A problem occurred: The current tag is of a type that may not be extended. Only 30 day tags may be extended.	Not all tags may be extended. The current tag is one of them.	Use the Expire tab to expire the current tag, and then issue a new one if doing so is lawful. Otherwise, the buyer should register their vehicle.
A problem occurred: The tag may not be extended because it was expired for reasons other than reaching its expiration date.	Among expired tags, only those that expired “naturally” by reaching their expiration date may be extended.	Issue a new tag if doing so is lawful. Otherwise, the buyer should register their vehicle.
A problem occurred: The current tag may not be extended because it is not yet within 7 days before reaching its expiration date. It may be replaced if that is helpful	Tags may not be extended prior to 7 days before their expiration date.	If the tag was lost or damaged, use the Replace Tag tab to replace it. If the tag is intact and the buyer has it, they may continue to use it and may obtain an extension tag once it is no fewer than 7 days prior to the tag’s expiration.
A problem occurred: The tag may not be extended because it is more than 30 days after expiration.	The tag is too old to be extended.	The buyer should register their vehicle.
A problem occurred: The current tag may not be extended because it has already been extended. It may be replaced if that is helpful	Only one extension may be issued.	If the tag was lost or damaged, use the Replace Tag tab to replace it. Otherwise, the buyer may not have an additional extension tag and should register their vehicle.
The user selects the “Accept Shipment” button without entering a shipment key.	The screen transitions back to Screen 1, with an error message instructing the user to enter a Shipment Key	Enter a shipment key.
The user attempts to accept a shipment which has expired.	An expired shipment can only be reset or returned to OpSec.	Clerks and Administrators can reset expired shipments. Contact a user of either role to further assist you.
Receipt of shipment not acknowledged	Should a recipient receive a shipment, but fail to indicate in the SecureETag system that it has been received, the Security Seals in the shipment will remain unavailable. It will eventually reach its expiration date and expire. At that time, the recipient will no longer be able to mark the seals as received in the SecureETag system.	Return the shipment to OpSec for further action.
Intended recipient is unavailable to receive shipment	As long as the recipient of the shipment is a user at the destination location in good standing (active within SecureETag) the shipment will be received normally. SecureETag does not require that a specific user must receive the shipment	Any user at the destination location who is authorized to receive shipments may receive any shipment sent to that location.
Attempt to use a Security Seal from a shipment not successfully received	In order for Security Seals to be “available” for tag issuance they must be successfully received by SecureETag. Only properly received shipments will activate the Security Seals included in a shipment, and make these seals “available” to that location, and thus able to issue Temporary Tags.	Recipients, as part of the receiving process, need to enter the shipment key and indicate in the SecureETag system that it has been received.
Shipment lost in transit	Should a shipment not be marked as received by its expiration date, it will expire. All Security Seals associated with that shipment will be unavailable for use.	Should anyone attempt to mark the shipment as received after it has expired, they will be instructed to return the shipment to OpSec.
Shipment delivered to incorrect location	If a shipment arrives at an incorrect location (neither its origin location nor any of its ancestor locations) for any reason, the receiving location will not be able to activate the Security Seals in the shipment	Should they attempt to do so, their location will be recorded in the SecureETag system for auditing purposes, and the receiving user can reject the shipment. A new packing slip and envelope will be generated for this purpose.
The user selects the “Reject Shipment” button without entering a shipment key.	The screen transitions back to Screen 1, with an error message instructing the user to enter a Shipment Key.	Enter a shipment key.
The user attempts to reject a shipment which has expired.	OpSec is selected as the destination for the return. The screen transitions to Screen 3, skipping screen 2.	Return the shipment to OpSec.
The range entered adds an excessive number of Security Seals.	A shipment not originating at OpSec may not contain more than 1000 Security Seals.	Re-enter the number of seals.
The End number for the range entered is numerically lower than the Begin number.	Begin and End numbers for each range must be entered in order.	Re-enter the numbers.
The Begin number and the End number do not have matching alphabetic prefixes.	A range may not cross from one prefix to another. For example, it would not be valid to specify a range of AA-999-998 to AB-000-002. To enter those seals, the user should enter two ranges, of AA-999-998 to AA-999-999 and AB-000-000 to AB-000-002.	Re-enter the numbers.
The Begin number is not in the correct form of a Security Seal serial number.	The correct form of entry of a Security Seal serial number is two letters followed by six numeric digits, with or without dashes, case insensitive.	Enter number with the correct format.
The End number is not in the correct form of a Security Seal serial number.	The correct form of entry of a Security Seal serial number is two letters followed by six numeric digits, with or without dashes, case insensitive with start range less than end range.	Enter number with the correct format.
One or more of the Security Seals indicated in the range does not exist or is not at the location of the user.	Users are not permitted to attempt to ship Security Seals they allegedly don’t have at their location or in a state other than Available. Seals that are not supposed to be at their location will be treated for this purpose as if they don’t exist. However, if a range contains one or more Security Seals which were “scrapped” at the manufacturing facility, inclusion of these Seals in a range will not cause an error, but will not count toward the total number of seals for the range or for the order. This allows the user to enter a sequential range of Security Seals and not have to account for Seals that SecureETag already knows were scrapped.	Check your entries.
No Begin or range Security Seal serial number is entered.	A Begin number or a range must be entered.	The screen transitions back to Screen 2 with an error message instructing the user that they may enter a range of Security Seal numbers or they may select one of the next step options.
The user enters a Begin of range Security Seal serial number and possibly an end of rage as well, and then selects a button other than “Add to Shipment”.	The action indicated by the button will be processed in its normal manner, and the Begin or End Security Seal serial numbers entered by the user will be ignored and will not pre-populate those fields if the result of the selected button brings the user back to Screen 2.	To add to a shipment, enter a serial number or a range and select “Add to Shipment”.
The user enters a tracking number without selecting a carrier name, and selects a different button.	The actions associated with the other button take place normally. The tracking number entered will not be preserved and will not pre-populate the field if the user returns to Screen 2.	Select a carrier then enter a tracking number.
The user is unable to transfer Security Seals	Dealerships do not have the ability to transfer Security Seals, they can only receive Security Seals.	Only those users whose location can create and send seals can also transfer Security Seals.
Password Expired	After 90 days, your password must be updated to continue using your account.	You should be directed to a new page in which you are forced to change your password before continuing.
The password does not meet the minimum requirements for complexity. Ensure you have lower/upper case letters, numbers and punctuation characters.	The password for an account must be complex to ensure security.	Ensure that your password has a minimum of 6 characters, lower case letters, upper case letters, symbols and numbers.