[FAQ] MediaOcean Files Have Not Come Over to Accountability

Steps to Verify and Resolve

1. Confirm if the invoice already exists in Accountability.

Navigate to: MEDIA > Media Client Invoices
Search for the invoice number (e.g., DG09-012345) or customer name.
If found, confirm that the amount and date match.
If not found, continue to Step 2.

2. Check the MediaOcean configuration page for the AR file.
Go to the MediaOcean Configuration page in Accountability.
Look for the AR (Accounts Receivable) file in the Files Folder.

• The filename usually includes a date — either the same as the file date or the day after the transaction date.

• If you’re unsure, ask the user what date the file was expected to arrive.

3. Check for error notifications.

On the same configuration page, identify the MediaOcean Administrator listed.
Ask them to check their email for any error messages related to file imports.
Errors may indicate a failed transfer or formatting issue.

4. Confirm if the AR file was sent from MediaOcean.

If no AR files are visible in the folder, it likely means the file did not come through.
Ask the customer to contact MediaOcean Support to verify:

• • Whether the AR file was generated, and

  • Whether it was successfully transmitted via SFTP.

MediaOcean can confirm this by reviewing their SFTP transmission logs.

Outcome:
Once the missing AR file is located and confirmed as successfully sent, the invoice should import into Accountability. If it does not appear after confirmation, escalate to the Support Team with details of the AR file name, date, and MediaOcean transmission confirmation.