💳 DEBIT CARD TROUBLESHOOTING GUIDE
Comprehensive monitoring and troubleshooting for Debit Card file processing
🚀 Quick Navigation
📋 Process Overview
Purpose: This guide provides systematic monitoring and troubleshooting steps for Debit Card file processing. The process involves multiple checkpoints throughout the day to ensure proper file upload, processing, and confirmation.
Key Monitoring Times: 4:00 PM (file upload), 8:00 PM (verification), 8:45 PM (processing confirmation), and next morning (final confirmation). Each checkpoint has specific actions and escalation procedures.
📤 File Upload Monitoring
Objective: Bank team initiates the process by uploading subject files to the system starting from 4:00 PM.
What happens at this stage:
- ✅ Bank team uploads debit card order files to the system
- ✅ Files are processed and stored in designated directories
- ✅ System begins initial validation of uploaded files
- ✅ Monitoring systems start tracking file upload status
Note: No action required from support team at this stage. This is informational to understand the process flow.
💬 Slack Verification
Objective: Verify whether files were successfully uploaded by checking the Slack channel #card-order-monitoring at 8:00 PM.
Expected Slack Alert Indicators:
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✅ Success Scenario: If files show green tick with "Received" status, proceed to monitor Step 3 at 8:45 PM.
❌ Failure Scenario: If files show red cross or "not received" status, immediately proceed to troubleshooting scenarios below.
🔍 File Upload Troubleshooting Scenarios
No File Received
Check the following before escalating:
🌐 Environment Access Details
UG Environment
User: su – extio_user
Password: ********
Escalate: sudo su - mount -a
Usage: Testing and development environment. Safe for experimental commands and configuration changes.
KE Environment
Connection: ssh apizone@10.0.3.11 -p7779
Password: ********
sudo su - mount -a
⚠️ Caution: Production environment. Make changes carefully and always backup configurations before modifications.
# Check if any xlsx files were received today
pods | grep debit
kubectl logs (pod-name)
Action: If no file is received and no errors found, send email to bank team using the template in the Email Templates section.
Email Server Error
When email server returns errors:
# Check ext-mail POD for errors
pods | grep mail
kubectl logs (pod-name)Action: Copy the exact error message from logs and include in email to bank team about Email Server Error.
COS Mount Point Not Mounted
When mount point fails:
Action: If mount command returns errors, copy the exact error message and include in email to bank team about Sybrin COS Mount Point issue.
No Device Production Report
When next day alert shows no Device Production Report:
Action: Send email to PineLabs team and copy bank team for the respective country using the template provided.
⚡ Processing Alerts
Objective: Once files are processed at 8:45 PM, verify that another Slack alert is triggered with processing confirmation.
✅ Success Scenario: If status shows "Ordered" with count, processing is successful. Proceed to morning confirmation.
❌ Failure Scenario: If no alert or failure status, check upload pod logs for xlsx files and account numbers with date timestamp. Ask bank team to verify and send account number for clearance from MSB.
🌅 Morning Confirmation
Objective: Verify the confirmation email received next morning with subject line format: "KE MasterCard Debit Card Report File Downloaded: [Timestamp]"
Expected Email Format:
Subject: KE MasterCard Debit Card Report File Downloaded: Fri Jul 11 08:00:07 EAT 2025
Content: [Country name] [Timestamps] [File processing details]Cross-verification Required: Compare the morning email details with the previous day's Slack alerts to ensure consistency.
Zero Count Troubleshooting:
If count is 0 for any country:
- Review upload pod logs for failure causes
- Check card pack ID in database table
debit_card_monitoring - Ensure
ordered_timestampis set for yesterday's date
# For Kenya - check from 8:00 AM current date
# Extract card pack ID from logs
kubectl logs upload-pod-name | grep -i "card.pack" | grep "$(date '+%Y-%m-%d')"
# Check in database table
SELECT card_pack_id, ordered_timestamp, status
FROM debit_card_monitoring
WHERE DATE(ordered_timestamp) = CURDATE() - INTERVAL 1 DAY
AND country = 'KE';Missing records: If records is missing for other dates, send email to PineLabs team using the provided template.
After pinelabs placing file: 1. check file in /DOWNLOAD/ISVC03 and check if it has records or is it empty , 2. If Pinelabs team process the file and places the file in sftp server , check for the respective country in path /DOWNLOAD/ISVC03/ , if file is placed and is in any other directory rather than mentioned above , mail pinelabs to place device production report file in above mentioned path