Troubleshoot

You should increase the default timeout settings. To do this, update the following lines in the qas-ic.js file:

qas.search.DEFAULT_AJAX_TIMEOUT = 10000;
...
qas.search.DEFAULT_TIMEOUT = 10000;

Where 10000 is the time in milliseconds. Increase this by 1000 until the timeout issues are resolved.

• DEFAULT_AJAX_TIMEOUT applies to AJAX API calls. AJAX timeout may occur due to slow connections between a user's browser and your web server, or your web server and the Address Validate web service.
• DEFAULT_TIMEOUT applies to the Address Validate web service itself. High settings (of more than 15000) increase the chance of a matched address being found, but also increase waiting time for users. This value should never be higher than DEFAULT_AJAX_TIMEOUT.

To test your changes, reload your deployment by clearing your browser's cache (Ctrl+F5).

Your SSL certificates might have expired. You will need to update your certificates with the relevant certificate files.

The Entrust certificate files are required for all integrations. If you have integrated the USA or APAC endpoints (ws2.ondemand.qas.com or ws3.ondemand.qas.com) you will also need the GlobalSign certificate files.

1. Download the correct certificate files - Entrust, GlobalSign.
2. Extract the files.
3. Install the certificates in the correct certificate stores:

Contact us for further help.

In order to use our services, you need to ensure that certain IP addresses and address ranges (listed below) are accessible to you (i.e. not blocked by your firewalls).

• 45.60.31.210
• 45.60.33.210
• 45.60.35.210
• 45.60.37.210
• 45.60.39.210
• 45.60.103.210

Azure connectivity issues

If you're connecting to our APIs from Azure, you may experience intermittent timeouts or a lack of response from the Experian endpoints.

Unfortunately, this is a known issue with Microsoft Azure. Please contact us if you experience this.

This error is most likely caused when invalid login or token information is provided. Ensure you're using valid credentials. You can change your password and retrieve the token using the Self Service Portal.

This error can occur:

• When you're trying to use a dataset that you're not licensed for
  Ensure you're using the datasets you are licensed for: go to Self Service Portal > Licenses.
• When using an address layout that contains DataPlus you're not licensed for
  Try another layout or contact us for help with creating a new layout.

1. Go to Self Service Portal.
2. Click Forgotten your password? link.
3. Enter your email address and click Submit.

You'll be sent an email with a link to the password reset page. Answer your security questions and you'll be able to reset your password.

1. Go to Self Service Portal > Licenses.
2. Click Change integration password.
3. Enter a new password and save changes.
4. Check your integration for the old password (it can be hard coded in some files):
   • Configuration files
   • Javascript
   • Database