EOI Submission Troubleshooting

Users would not normally encounter errors with the EOI submission, however, should there be an issue with the backend samples package preparation process, users will get an error in the Package Status.

View of a package error for a submitted EOI

Should users encounter an “Error” in the Package Status when submitting their EOI, they can select “Request Samples” from the Actions menu on the My Sample Requests page to retry.

Location of the Request Samples action to resubmit an errored request.

This will redirect to the request screen where the user can retry generating a package for download. After selecting “Request Samples”, the user will see the following status change and message.

Resubmitting an errored EOI form

After a few seconds, the page will automatically redirect to the My Samples Requests page, which will show the package status.

Reprocessing of an EOI form where the package previously errored

Should a further error occur, the user will be able to view their errored request, navigate to the EOI form and resubmit it from there. Should the error persist, please lodge an eSupport ticket for assistance.

View of an errored EOI submission