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Overview

Datafeeds play a crucial role in keeping your client data accurate and up to date, but occasionally, you may encounter issues that disrupt the flow of information. Whether it’s missing transactions, duplicate assets, or an expired datafeed connection, these problems can impact your workflow.

Expired credentials and changes in adviser codes are two primary reasons why datafeeds might stop functioning as intended. By understanding these causes, users can take preemptive measures to keep their data up-to-date.

This guide will help you identify common datafeed issues, understand their causes, and walk you through practical solutions to get everything running smoothly again.

You can find most of the issues you might face grouped under Setup, Data or Mapping issues.

If you need further assistance, our support team is always here to help!

Setup

Setting up a new Datafeed

Go to the Datafeed screen in AdviserLogic, select Datafeed FAQ from the left menu panel.

An article will open in a new tab, select the datafeed for the desired provider from the list of available datafeeds.

Follow the setup instructions provided for the selected provider

📌Note

Datafeed credentials will expire every year depending on the provider's policies and when the last credentials were generated. It is necessary to keep these up to date with housekeeping best practices.

Activating Datafeeds for Platforms with Existing Investment/Super Data in the Client Profile

Don't switch on the Datafeeds if there are already investments or superfunds present for the client. The mapped Datafeed will erase any manually entered values. Consult with the support team or the Onboarding consultant before switching on any datafeed.

Missing account code or missing policy in the Datafeed mapping screen

For missing account codes, share the client’s name, account code, and the latest portfolio valuation report (in PDF format) from the provider's end.
For missing policy, share the client’s name and policy number along with the latest certificate of currency for the policy.
Refresh Datafeed:

Go to the Datafeed screen in AdviserLogic and select the appropriate Datafeed provider from the All datafeeds drop-down > search for the client.

Select Refresh.

If this does not work, go to Fact Find > Internal > Account Codes, hover over the blue arrow on the requisite datafeed, and select Refresh.

Adviser Code Credentials Expired

Go to the datafeed landing page or select Datafeed Codes in AdviserLogic and check the last file received date for the provider.

If the last file received is not from the previous few days, this usually means the password has expired.

Reset the password by following the instructions for that provider, these can be found by selecting the Datafeed FAQ button within the datafeed screen. This typically involves contacting the provider for new credentials.

Allow 72 hours for data updates to reflect after credentials have been refreshed. Ensure the specific integration settings are correctly configured for the platform you are using.

💡Tip

Most datafeeds expire annually, so it’s a good idea to set a task for the following year each time you refresh them. This proactive step helps ensure a seamless connection and prevents any preventable disruptions to your datafeeds.

Sharing Datafeeds with other users in the practice

Go to Tools in AdviserLogic and select the share datafeeds tick box from the left of the window.

The datafeed will now be shared with all other users in the practice, they may need to log out and back for this to take effect.

Data

Duplicate Assets in Client Profile After Enabling Datafeed

Duplicate assets or superfunds can be created if there are already platform assets present in client data before datafeeds are switched on. To resolve this, delete the manually entered or imported assets for the platform and keep the datafeed assets.

Resolution may take some time as there will be a lot of manual work identifying and editing duplicate assets.

Refresh Your Screen: After making updates to asset data, refresh the screen to ensure the latest changes are displayed correctly.
Enable 'Hide Zero Balance': Use the platform’s 'hide zero balance' option in the settings to eliminate any duplicate entries that might have a balance of zero units.

Incorrect Balance/Transactions issue

Follow the Mapping instructions, selecting Refresh.

If this does not work, go to the clients Fact Find > Internal > Scroll down to Account Codes, hover over the blue arrow on the requisite datafeed and select Refresh. If this does not work you can Delete and Refresh Investments/Transactions.

Sometimes this also occurs because the platform has not been selected properly or the provider has changed the name of the product.

To check this, go to Fact Find > Financial > Superannuation and re-select the platform then Save.

If this still does not work, double-check the Unit Balance or Dollar Value in Assets to make sure there is no manually entered data that is interfering with the datafeed values.

You can check if an asset is datafed by opening the asset and checking the datafeed fields, if an asset is manually entered these will show no value.

Additionally, if the datafeed balance date is not current this may indicate the datafeed credentials have expired or there is some other issue preventing the datafeed from behaving as expected. If this is the case follow the datafeed setup instructions for the datafeed

If there is still a discrepancy, contact AdviserLogic Support, and share the latest portfolio valuation report (in PDF format) from the provider, where all the underlying investments show in the report.

Policy details not updating

Try the steps for refreshing the datafeed, if this does not work, please share the latest Valuation Report for the policy with AdviserLogic Support.

Adviser Code and Credentials have been Entered, but no Files Received

If the Adviser code is activated in but nothing is received, wait for 72 hours for the system to verify the Adviser Code with the provider.

This may also occur if adviser codes have been updated, which can necessitate remapping previously linked files to clients.

If there is no change after 72 hours, it could be due to an incorrect Adviser Code or a technical issue in processing the Adviser Code.

Please contact the Product provider relationship manager or the AdviserLogic Support or Onboarding consultant if you are an onboarding client, to investigate the issue.

Provide as much detail as possible about the problem, including error messages, the steps you have taken to troubleshoot, and any relevant screenshots.

Also, ensure there is no connectivity issue between AdviserLogic and the external data provider. Check if the provider's system is experiencing any outages or maintenance, as this can impact dataflow.

Asset Flow to Pension Accounts

If investments like Australian shares and managed funds fail to appear in a client’s pension account within the super section, you can resolve the issue by following these steps:

Verify Investment Entry	Ensure all investments have been added correctly through the designated interface. For example, use the appropriate ➕ button rather than simply creating a super card without specifying investments.
Check Balance Amounts	Confirm that investments entered in the assets tab include proper balance amounts. This ensures that the entered data flows correctly into the pension account.

Mapping

Mapping the Account Code with an Entity

Go to the Datafeed screen and select the respective provider from Datafeed Management > Select Platform from the dropdown.

Select the Adviser Code from the dropdown, then search for the individual, select the Map option

Select:

Joint - Mapping the account code with the joint entity of client & Partner.

Existing - Map the datafeed to the client or entities owned by the client such as super accounts, SMSF or Trusts.

Create New - If the client is not in Adviserlogic and you want to map the account code with the client without creating the client.

📌Note

Try to avoid mapping to the superannuation entity as this is created by AdviserLogic once the account is mapped. Always map to the Client’s name, SMSF or Trust

If Super Is the Policy Owner

When an insurance policy is owned by a super fund, it should be linked to the corresponding super fund account rather than the client or partner. Please ensure that the relevant super fund account is already present in the respective client's superannuation section.

Once the account is mapped search for the client again and select the refresh button. This will force the data through immediately, rather than waiting 24 hours.

Problems Mapping Datafeeds/Can AdviserLogic Map My Clients datafeeds

Although AdviserLogic does not manage datafeed mapping, our friendly support team is here to help! Feel free to reach out to AdviserLogic Support, and one of our consultants will gladly guide you through the process.

General

Missing Datafeeds or Platforms

If you're unable to find a specific datafeed or platform in AdviserLogic, follow these troubleshooting steps to resolve the issue. This applies to common missing feeds like Asgard, Netwealth, or any other platform you expect to see in your system.

Common Causes of Missing Feeds or Platforms

The feed or platform may not be enabled or currently supported.
Configuration settings might need adjustment.
Data Feed Management settings may not display all available options due to user roles or permissions.

Troubleshooting Steps for Missing Datafeeds

Access Data Feed Management	Navigate to the Data Feed Management section directly within AdviserLogic. If you're unable to locate a specific feed, such as Asgard, check for its codes directly in the Data Feed Management interface.
Verify Platform Listing	Confirm if the platform you need is listed in the application. If certain platforms (e.g., Netwealth) are not visible, review related help articles for guidance. For specific platforms, check the Datafeed FAQ section for setup instructions.
Check Permissions and Updates	Ensure your account has the required permissions to access the data feed or platform. Check if there have been any updates to the application's supported platforms or feeds. Verify if datafeeds are being shared with all users in your practice (see "Sharing Datafeeds" section). If you have exhausted the above troubleshooting steps and still cannot find the needed datafeed or platform, Ask Ava to speak to support for assistance. Be sure to provide specific details, including the name of the missing platform or feed.

What information cannot be received through Datafeeds?

Some Datafeeds do not provide personal information such as addresses, date of birth, fee and commission information, or transactional data.
Datafeeds do not provide accurate enough personal information to allow for updates outside of the Investment or Insurance realms. They may have enough to build a basic client record, but cannot be relied on to update names, addresses, dates of birth, etc.
Fee and Commission information is not provided by these Datafeeds. The type of data provided by each Datafeed is fixed and based on what the provider wants to send.
If a provider does not provide Transactional data, it cannot be made to do so.
Corporate Actions are not supported.
If an action is interpreted by the provider as an Add transaction, it may appear, but this is not guaranteed.
The information received in an insurance data feed can vary based on the provider and may not include all details such as toggle options. It's important to check with the provider to determine what information is available and can be provided in the data feed.