Problem

One carrier's shipments error out and will not process, and the same error keeps coming back even though nothing changed on your side. Other carriers on the same profile still work.

Cause

The profile is holding old service codes for that carrier. When a carrier changes its service codes, a profile that still points at the old codes keeps failing until the current codes are loaded onto the profile.

How to check: the problem is limited to one carrier, and it started after that carrier changed or updated its services.

Fix

  1. Go to Administration > Carriers and open the profile that is failing.
  2. Remove the carrier whose shipments are failing from that profile.
  3. Re-add the carrier (or add the correct carrier) so the current service codes are pulled into the profile.
  4. Turn back on the carrier services that profile needs.
  5. Do a hard refresh in your browser (press Ctrl+Shift+R).
  6. Reprocess the shipment.

What you should see

The profile lists the carrier's current services, and the shipment that was failing now processes.

Related articles

See also: "Add or swap a carrier account on a location profile" and "Carrier Administration."