Troubleshooting 101

Sometimes things don't go as planned, so if you come across an error or issue, try the following troubleshooting tips or โžก contact us and we'll be happy to jump right in to help you out.

My form cannot be loaded#

If you are seeing a screen with the message below, there are a couple of things you can try and check.


  1. Check whether you have published your project - forms and upload portals will not be accessible until they have been published.
  2. If you are trying to access a form session, check the form settings โžก to see whether the ability to view/edit submitted sessions is turned off.
  3. Check whether the workflow is restricted โžก and whether you have been granted access to run and start it.
  4. If you are trying to access a form link from a sequential form, this message will appear when that form link has already been submitted. Form links generated by the sequential form can only be submitted once.

Data unable to be loaded#

If you are getting a "Data is unable to be loaded" error when opening a form, it is likely that you have not yet published the workflow for that form. Workflows can't be started and forms cannot be accessed until the workflow has been published for the first time.


My placeholders are not showing up#

If placeholders inside your workflow are empty or not being substituted with the correct values, check whether they may be broken. A placeholder is broken when the source of that placeholder no longer exists or cannot be found. This may be cause by the source of the placeholder having been deleted, or the placeholder having been renamed. When a placeholder is broken, you will notice that it no longer appears in a coloured bubble.



Check the logs#

The logs are the source of truth for all workflow data. If an error is encountered when a workflow is run, you will see and error state in the logs


You will also find a description of the error that was encountered as well.


This will point you in the right direction for what might have gone wrong. If you need help figuring out what the error message means, just contact us and we'll be happy to help.

Check the access controls#

A workflow might not be working for a user because they are not authorized to run it. Read more about access controls for workflows โžก here


Check your subscription#

If you are not receiving the results of a workflow, it could be because you have reached your session quota under your current plan. This means you cannot run anymore workflows until the quota resets at the start of the next billing period or your upgrade your plan. Read more about subscription and billing here โžก here