Troubleshooting OLOF in Failed status
After an OLOF is submitted in Lumen Connect, a confirmation message is displayed that the order has successfully submitted. The email address in the OLOF Primary Contact Email field should receive order confirmation emails from Lumen.
Troubleshooting if order received confirmation emails are not received:
- Occasionally there can be network and mail server issues that contribute to delays
- Invalid email address in the OLOF Primary Contact Email field
After submitting an OLOF, check preliminary order status to verify that the OLOF shows status of Submitted. If Failed status appears, we did not recieve your order and you need to submit a new OLOF. To quickly submit a replacement order, you can create an order template from the failed OLOF. All of the same order information will be displayed, and you can correct the Primary Contact Email address field.
Lumen Connect automatically fills in the primary contact name, phone and email address on the OLOFs. This information is retrieved from the Lumen Connect username profile. The primary‑contact fields can be edited on each OLOF. You may want to have the primary contact be a different email address than the one in your Lumen Connect profile or you may want to enter multiple email addresses.
Examples of invalid email address include email addresses that are incomplete or have typos (spaces, commas, missing or multiple @, etc), or entering multiple email addresses incorrectly. Multiple email addresses can be added, separated only by a semi‑colon, no spaces. This will result in multiple email addresses receiving the order confirmation emails.
Note: If there are any questions regarding an OLOF, the Lumen will contact the person listed as the primary on the OLOF. The primary contact should be an employee of your company. Lumen is unable to work directly with your customers (end users).
