--- title: How do I troubleshoot common 3PL Client Portal import issues and follow best practices? description: "CLIENT GUIDE: Here’s how you can identify, resolve, and prevent common errors when importing and attaching shipping labels in the DigitBridge 3PL Client Portal." --- [Skip to content](https://support.digitbridge.com/digitbridgeclientknowledgebase/how-do-i-troubleshoot-common-3pl-client-portal-import-issues-and-follow-best-practices#main-content) English Show submenu for translations [More support](https://support.digitbridge.com/digitbridgeclientknowledgebase/kb-tickets/new?hsLang=en) ![white-logo-db.png\]](https://support.digitbridge.com/hs-fs/hubfs/white-logo-db.png?height=50&name=white-logo-db.png) Open main navigation Close main navigation - English Show submenu for translations - [More support](https://support.digitbridge.com/digitbridgeclientknowledgebase/kb-tickets/new) - Go to digitbridge.com Go to digitbridge.com Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [DigitBridge Knowledge Base](https://support.digitbridge.com/digitbridgeclientknowledgebase?hsLang=en) 2. [3PL](https://support.digitbridge.com/digitbridgeclientknowledgebase/3pl?hsLang=en) 3. [Client Guides](https://support.digitbridge.com/digitbridgeclientknowledgebase/3pl?hsLang=en#client-guides) # How do I troubleshoot common 3PL Client Portal import issues and follow best practices? ## CLIENT GUIDE: Here’s how you can identify, resolve, and prevent common errors when importing and attaching shipping labels in the DigitBridge 3PL Client Portal. ### 📖 Overview Even when your shipping label files are formatted correctly, import errors can still occur due to missing sales orders, file naming mismatches, or corrupted uploads. This guide walks you through common issues, how to resolve them, and the best practices to help you avoid errors in the future. --- ### 🎯 Purpose Use this guide to: - Understand why shipping label imports fail - Learn how to fix common issues - Know when to contact support - Follow proven best practices for reliable imports --- ### 🚨 Critical reminder > **Sales Orders must exist in the system before importing shipping labels.** > Importing labels for orders that don’t exist will cause “No S/O found” or “Save Data Failed” errors and prevent successful attachment. --- ### 🔧 Common issues and how to fix them | Problem | Likely Cause | Solution | | --- | --- | --- | | **Import fails immediately** | Sales Order not found | Confirm the S/O exists before importing | | **File rejected during upload** | File format not supported | Convert to `.zip` or `.pdf` and re-upload | | **File imported but not matched to order** | Naming convention incorrect | Rename file using format `OrderNumber-Carton.pdf` (e.g., `PO_481013459-1of1.pdf`) | | **Status shows “Error”** | Nonexistent order, invalid file, or corrupted data | Check the 3PL Documents section for error messages | | **Label not visible under attachments** | Order mismatch or failed import | Confirm import status shows **Success** and recheck order number | | **Attachment opens blank or errors** | Corrupted label file | Re-export or re-save the file as a valid `.pdf` | --- ### 🆘 When to contact support Contact DigitBridge technical support if: - Re-import attempts still show **“Save Data Failed”** - Sales Order status remains in error after reprocessing - System errors persist more than one minute after re-import - Attachments don’t appear despite a **Success** import status - Multiple consecutive import failures occur for valid orders --- ### 🟢 Best practices #### Before importing - ✅ Verify **Sales Orders** exist and show a **Success** status - ✅ Confirm **Customer PO numbers** match exactly with your files - ✅ Validate file formats (`.zip` or `.pdf`) - ✅ Follow the required file naming convention (`OrderNumber-Carton.pdf`) - ✅ Test with a **small batch** before uploading in bulk #### During the import process - Upload **Sales Orders first**, then shipping labels - Wait at least **30–60 seconds** between import and status check - Monitor the **Import/Export \> 3PL Documents** page for success indicators - Re-import failed files only after confirming the root cause #### After importing - Check the **Status** column for “Success” - Verify attachments under the corresponding **Outbound \> Wholesale Order** - Refresh the page if attachments don’t appear immediately - Maintain consistent file naming and record-keeping for audit trails --- ### 📊 Process summary | Step | Action | Result | | --- | --- | --- | | 1 | Create or import Sales Orders | Prepares system for label matching | | 2 | Import shipping labels | Begins attachment process | | 3 | Verify import status | Confirms successful upload | | 4 | Confirm order attachments | Ensures shipping labels are linked correctly | > **Critical success factor:** Sales Orders must exist *before* importing shipping labels. --- ### 🧭 Related documentation - [How do I prepare and name shipping label files for import?](https://support.digitbridge.com/digitbridgeclientknowledgebase/how-do-i-prepare-and-name-shipping-label-files-for-import?hsLang=en) - [How do I import shipping labels through the 3PL Client Portal?](https://support.digitbridge.com/digitbridgeclientknowledgebase/how-do-i-import-shipping-labels-through-the-3pl-client-portal?hsLang=en) - 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