Overview
If files are not being picked up or processed by DeltaWMS, the issue is typically one of three things: the Import/Export engine has stopped, a file contains a format or data error, or the import path configuration is pointing to the wrong location. Work through the steps below to identify the cause.
Step 1 — Check whether the engine has stopped
If no files are being processed across all import types — orders, products, and pre-receipts — the Import/Export engine may have stopped. Signs of this: files are present in the folder but nothing is being picked up, the issue started after a server restart or maintenance window, and other DeltaWMS functions continue to work normally. Engine restarts require remote server access — contact support if this matches your situation.
Step 2 — Check the file format and data values
If specific files are failing while others import correctly, check the following:
Confirm the file is in the correct format — field separators, required fields populated, no special characters or encoding issues in text fields.
Check that the values in the file match what DeltaWMS expects — for example, haulier codes, condition codes, and product code formats must match your DeltaWMS configuration exactly.
Check that quantities are set for all stock lines.
Make sure the live database has not been copied to a test server without the import paths being updated to point to the correct test folders.
Step 3 — Check the import path configuration
If files are not being picked up despite being in what appears to be the correct folder, the import path may be pointing to the wrong location — for example, following a server migration or rename. Confirm the path uses the correct UNC format and points to the current server and folder. Contact support to verify or update the DTS configuration if the path needs correcting.
Still need help?
If the steps above do not resolve the issue, raise a support case. Include: which import types are affected, when imports last worked successfully, whether files are visible in the import folder, and whether any server maintenance or configuration changes occurred recently.