Trouble Shooting Flowchart

Searching for an Account

Wealth Accounts

Go to Admin > Integration > System Datafeeds > Mapping > IPS External Accounts

Set the Listing option to List All (Please note that the clients name is not underlined when the account isn’t mapped). You can also search for a specific client by typing in their name but if you do this, you will need to click on the Search button to refresh your search. To map the accounts, click on the drop down arrow to the left of the account number and select Map or Remap:

Insurance Accounts

Go to Admin > Integration > System Datafeeds > Mapping > Client Focus Accounts

Set the Listing option to List All (Please note that the clients name is not underlined when the policy isn’t mapped). You can also search for a specific client by typing in their name but if you do this, you will need to click on the Search button to refresh your search (Please Note: you cannot search for an insurance policy using the policy number in this section). To map the policies, click on the drop down arrow to the left of the client’s name and select Map or Remap:

Map

This section follows on from sections Wealth Accounts & Insurance Accounts. Click on the magnifying glass, type in the client name or entity ID and press enter on the keyboard. You will then get a list of results. If your client has a partner, you should get at least two results, one with just the clients name and another with both the client and partners name. If you select the one with both names, it will be linked as a joint account in IPS. Make sure that the correct client entity selected (the clients name should be highlighted in Blue) and click OK and Save.

Refresh

This section follows on from sections Wealth Accounts & Insurance Accounts. Click on Refresh and Ok.

If this doesn’t correct the balance, you can do this again but the second time, change the Delete existing data? to Yes and Delete an source to Yes.

Please Note: Never override the date locks, if you do this, the data may not be recoverable. Some accounts have date locks such as 

Checking the Datafeed

Has the Datafeed been turned on by the Dealer Group?

Go to Admin > Integration > System Datafeeds > Platforms > Summary and check that the platform has been activated.

If it hasn’t been activated, please contact the Xplan Support Team to request to have it turned on. This process may take a few days as the Xplan Support team will contact IRESS to confirm that there are no known issues with the platform before turning it on.

Has the Datafeed been setup against the Adviser?

Go to Admin > Integration > System Datafeeds > Mappings > Advisers

Select the provider and the adviser to see if the datafeed has been enabled for the adviser.

Some datafeeds have an expiry date, you can see this on the same screen:

If there is no entry for the adviser, go to the Datafeed Setup Addendum https://insights.iressconnect.com/docs/DOC-18133 to find the setup instructions for the datafeed you wish to setup. Each datafeed is different and this link provides instructions for each available datafeed.

Has the adviser code expired?

You will need to log in to the product providers website and re-register for the datafeed and enter the new details. You will be able to find instructions via the Datafeed Setup Addendum https://insights.iressconnect.com/docs/DOC-18133. Once you have re-registered, go to Admin > Integration > System Datafeeds > Mappings > Advisers and click on the pencil next to the datafeed link you wish to update:

Refresh the datafeed for the platform.

Go to Admin > Integrations > System Datafeeds > Mappings > Advisers

Select the adviser that the da