This document is designed to handle 30,000ms timeout errors, effectively.
Integration Architecture Overview
These errors typically occur when the Ethos API or the underlying Colleague database is under heavy load or experiencing network latency. Causing the Unimarket request to be terminated by the server.
Troubleshooting: Ellucian Colleague Timeout Errors
If you receive an error email containing one of the following messages. It indicates that the communication between Unimarket and Ellucian Colleague has timed out (exceeding the 30,000ms limit).
Error Samples:
Get PO call failed for PO PXXXXXX. Error message is Request ran for longer than 30000ms...Get Persons call failed for PO PXXXXXX. Error message is Request ran for longer than 30000ms...
Immediate Action Steps for Users
Before reaching out to the Unimarket Support team, please follow these steps. To determine if the issue is a temporary cloud service interruption.
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Check Service Status: Visit the Ellucian Cloud Status Page.
If an issue is reported: Do not attempt to resend the PO. Wait until the status page indicates the service is fully operational.
If no issue is reported: Proceed to Step 2.
Verify Colleague Entry: Wait 30 minutes. Log into Colleague and check if the PO was actually created, despite the timeout error.
Manual Resend: If the PO is missing from Colleague after 30 minutes, go to the Unimarket portal and Resend the PO.
Escalate: If the PO still fails to appear in Colleague after a manual resend, contact Unimarket Support.