How do I troubleshoot Eliminator File issues?

Overview 

When creating or transmitting Eliminator Files, you may encounter issues that need troubleshooting to ensure successful delivery to your vendors. 

Step 1: Verify file creation 

1. Check that your file exported successfully 

2. Ensure the file contains the expected number of records 

3. Open the file to verify it contains the correct information 

Step 2: Address FTP transfer failures 

1. If an FTP transfer fails, first verify you entered the credentials correctly: 

   1. Check for typos in hostname, username, or password 

   2. Confirm the port number is correct 

2. Try the transfer again with carefully checked credentials 

Step 3: Investigate persistent FTP issues 

1. Contact your list vendor to verify account setup if credentials seem correct but transfers still fail 

2. Common reasons for failure include: 

   1. Your username has read-only access to the destination server 

   2. Your username has no permissions for the destination server 

   3. Your username has no default folder on the destination server to hold the file 

Step 4: Resolve file format issues 

1. If your vendor reports problems with the file format: 

   1. Confirm whether they need Excel or tab-delimited format 

   2. For email files, verify they can process your chosen hash method 

2. Re-export with the correct settings if necessary 

Step 5: Address inadequate suppression 

1. If vendors report inadequate suppression after using your file: 

   1. Review your original search criteria to ensure it was comprehensive 

   2. Consider expanding your criteria for future files 

   3. Check that the vendor properly applied the suppression file 

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