This article outlines common DSS submission errors in Penelope, what they mean, and how to resolve them.
Any Level in Penelope
Error 1: Operation has timed out with Data Exchange. Please verify the record status via the online portal.
What this means
Penelope couldn’t confirm that the record synced with DSS due to a connection issue on DSS’s end.
How to fix it
Resubmit the record until
The record syncs, OR
It throws back a different error, then fix that error
Error 2: Client Id pd_cli_164 not found (can also be related to any DSS record not found).
What this means
Someone has edited or removed the associated record in DEX. As such, Penelope cannot connect to the record, and the record is considered orphaned.
How to fix it
Contact Penelope Support for further discussion.
Individual Profile
Error 3: – Please ensure the address details are correct. Closest matched address: ASHBOURNE VIC 3442; ASHBOURNE SA 5157; BULLENGAROOK VIC 3437;
What this means
The address entered doesn’t match as valid, according to DSS. They suggest an address that may match but you’ll need to enter a valid address.
How to fix it
Enter a valid address. If the address you’re entering is valid, contact DSS to discuss why the address isn’t being accepted.
Error 4: Date of birth cannot be less than 1894. Date must be greater than or equal to 1894./- SLK contains invalid chars in the date of birth part./- Invalid SLK. SLK must meet the department’s SLK generation rules.
What this means
The birth date is prior to 1894, which DSS doesn’t allow.
How to fix it
Correct the client’s birth date ensuring a value greater than or equal to 1894 is used.
Service Event
Error 5: The session cannot be changed as it is outside of the data entry reporting period.
What this means
This error is due to attempting to update a session that is outside of the reporting period.
How to fix it
If the record must be updated, an extension for DSS is required. If not, mark the record as Not for Submission.
Error 6: Client Id xxxxx is not associated with the case.
What this means
The DSS case was marked Not for Submission. Then, the DSS Client Information was updated on the case after. Subsequent sessions were later added with that same outlet on the Service File. These sessions will attempt to submit to DEX with the DSS CaseID but assuming the DSS Client is attached.
How to fix it
Mark the DSS case for submission so the updated DSS Client information gets attached to it. Next, update the DSS Session information so that it gets resubmitted.
Error 7: Invalid Case Id on sessions or assessments.
What this means
Meaning: The DSS Case was marked Not for Submission. The subsequent DSS Sessions in that service file for the same outlet will try to submit through on that same case which may not exist in DEX. When it doesn’t, the Sessions will then come back in this error status, as DEX can’t find the case to attach them to.
How to fix it
Mark the DSS Case for submission so it will get added to DEX. Then, update the DSS Session info so that it gets resubmitted.
System Admin DSS Setup Page
Error 8: DSS DEX Web Service Response Remote Error: ; nested exception is: java.lang.NullPointerException
What this means
Ping, sync, and/or updates are failing.
How to fix it
Reach out to the DEX Help Desk to ensure your account is not locked and your credentials are up to date.
If account and credentials are correct
If DEX has confirmed that your account is not locked and your credentials are up to date, this error may instead indicate a data quality issue with one or more records being submitted to DSS.
In this case, required data may be:
Missing
Invalid
Improperly formatted
Not aligned with DSS submission requirements
Why records may appear "stuck"
DSS submissions are processed sequentially. If one record fails during submission, it can prevent subsequent records from syncing until the problematic record is corrected.
If records appear "stuck" in the submission queue, it is likely that another record is currently in error and blocking synchronization.
How to identify and fix the blocking record
To locate and resolve the issue:
Review the DSS Submissions Process Guide
This guide explains how to review the submission queue, identify records in error, and understand submission statuses.
Review the My Home | DSS Summary page
This page provides a summary of DSS-related errors and highlights records requiring attention.
After correcting the data in the errored record, mark it ready for submission and re-run synchronization. Once the blocking record is resolved, other records should begin syncing normally and the error should no longer occur.
Best practices to prevent DSS errors
Validate required fields before marking records ready for submission
Regularly monitor the DSS Summary page
Resolve submission errors promptly to avoid queue buildup
When to contact Support
Contact Support if:
You have confirmed all required data is present and valid
The same record continues to error after correction
Multiple records fail with the same unexpected system message
When contacting Support, include:
The exact error message
The record ID(s) affected
A screenshot of the DSS Summary page