---
name: strata-troubleshooting
description: "Diagnose STRATA campaign, billing, and integration problems."
version: 2.0.0
author: Hermes Agent (rebuild)
license: Proprietary site content
platforms: [linux, macos, windows]
metadata:
  hermes:
    tags: [STRATA, Cross-Platform, Operations, Verification]
    related_skills: []
---

# STRATA Troubleshooting

Use for diagnosing and resolving STRATA program issues across Eleven, VIEW, AEInbox, OneTIM, SBMS, and OneStrata.

## Core Resources

- **Knowledge Hub:** https://hub.freewheel.tv/
- **Support Portal:** https://freewheel.zendesk.com/hc/en-us
- **Strata Support:** Select "Strata Support" in portal for CC, priority, attachments
- **SBMS v21 Highlights:** https://freewheel.zendesk.com/hc/en-us/articles/33524640314125
- **AEInbox Support:** https://freewheel.zendesk.com/hc/en-us/sections/33524173628301
- **SBMS Media Billing:** https://freewheel.zendesk.com/hc/en-us/sections/33524213202189

## Programs

- **Eleven:** Order management — https://11orders.com/
- **VIEW:** Programmatic inventory and deal management
- **AEInbox:** Agency order inbox — https://www.11aeinbox.com/AEInbox/
- **OneTIM:** TIM/traffic management
- **SBMS:** Scheduling & billing — Modules: SPOT, Network, Print/Outdoor, Digital, Media Billing
- **OneStrata:** Unified STRATA platform — https://hub.freewheel.tv/display/OSUG/Navigate+OneStrata

## Troubleshooting Workflow

1. **Identify the program:** Eleven, VIEW, AEInbox, OneTIM, SBMS, OneStrata
2. **Gather context:**
   - Client/agency, login environment (OneLogin migration)
   - Error messages, timestamps, affected module
   - Recent changes (config updates, data imports, SBMS v21 changes)
3. **Check knowledge hub for known issues:**
   - Search hub.freewheel.tv for the specific program/module
   - Check release notes for recent changes
4. **Common program-specific issues:**
   - **Eleven:** Schedule export, Hiatus Week/Day info, status transitions
   - **AEInbox:** Order printing, redirecting (AEInbox ↔ OneCONNECT), rejection, .scx/.xml save
   - **SBMS SPOT:** Station scheduling, Send to Eleven status, Hiatus support
   - **SBMS Network:** Network schedule issues, cross-market sync
   - **SBMS Print/Outdoor:** OOH schedule export, format issues
   - **SBMS Digital:** Digital inventory scheduling, rate issues
   - **SBMS Media Billing:** Client billing setup, invoice format, save draft
   - **OneStrata:** Navigation, module access, unified data sync
   - **VIEW:** Inventory availability, deal activation, partner connectivity
5. **Escalation path:**
   - Submit via FreeWheel Support Portal with correct program selected
   - Include attachments (logs, screenshots, error details)
   - Set priority based on impact

## SBMS to Eleven to AEInbox Workflow Issues

- SBMS → Send to Eleven button, Status changes to "Sent"
- Eleven → Status shows "Unsent" (buyer has not released to AEInbox)
- Eleven → AEInbox release, status transitions
- Cross-program status sync failures

## Output

Provide: program identified, module if applicable, diagnosis summary, root cause, remediation steps, and escalation recommendation.

## Inputs and Boundaries

- Require the account, environment, platform scope, identifiers, date range, requested operation, and source-system definitions.
- Establish the authoritative source, schema, timezone, currency, attribution window, and aggregation grain before comparison.
- Default to read-only inspection. Require explicit approval before changing campaign state, billing records, identities, routing, or integrations.
- Protect credentials, client data, audience data, financial data, and partner information.

## Failure Handling

- Record target, operation, timestamp, response status, error, source, and correlation ID when available.
- Distinguish authentication, permission, schema, identity, stale-data, dependency, timeout, and platform failures.
- Do not retry mutations blindly. Check current state and partial completion before retrying.
- Escalate critical incidents with customer impact, revenue risk, privacy risk, owner, and safe fallback.

## Verification

- Confirm every requested platform, record, period, and reconciliation dimension was checked.
- Preserve source totals and compare them with normalized or corrected totals.
- Read back approved changes from the authoritative system and verify downstream propagation.
- Report status, evidence, exceptions, assumptions, confidence, approvals, unresolved risks, and next actions.