Record Proofing Troubleshooting Guide

This guide helps you resolve common issues with Record Proofing features. Follow the troubleshooting steps in order for each issue.

"I Can't Edit During Approval"

Symptoms: Edit button not available, or error when trying to edit

Troubleshooting steps:

1. Check approval status. Is the approval in "pending" status? If the status is "completed" or "archived," you cannot edit. Only pending approvals can be edited.
2. Check workflow type. Is the workflow type "publish"? Download or feedback workflow types do not support editing. Contact your administrator if you need a publish workflow.
3. Check you're a participant. Are you listed as requester, approver, collaborator, or admin? If you are not a participant, you cannot edit. Contact the workflow creator to add you as a participant.
4. Check permissions. Do you have permission to edit the Record? Without permission, you cannot edit. Contact your administrator for edit permission.
5. Check if someone else is editing. Is there a lock message displayed? Only one person can edit at a time. Wait for the other person to finish, then try again.
6. Try refreshing the page. Sometimes a refresh resolves display issues.

Still not working? Contact support with your user ID, Record ID, Approval Request ID, what you are trying to do, and any error messages.

"I Can't See Revisions"

Symptoms: Revisions tab empty, or revisions not visible

Troubleshooting steps:

1. Check you're looking in the right place. Revisions can be found in two places: on the Record in the Version History tab (revisions nested under versions), and on the Approval Request in the Revisions tab. Try both locations.
2. Check you're a workflow participant. Are you listed as a participant? Only participants can see revisions. Contact the workflow creator to add you as a participant.
3. Check if revisions exist. Were edits made during approval? If no edits were made, no revisions exist. Revisions only exist if someone edited during approval.
4. Check completed approvals. Revisions are visible even after approval completes. Check completed approvals too.
5. Check the Revisions tab is visible. Does the tab appear on the approval request page? If the tab does not appear, the feature may not be enabled. Contact support or your account administrator.

Still not working? Contact support with your user ID, Approval Request ID, and what you are trying to view.

"I Can't See Version History"

Symptoms: Version History tab empty, or tab not visible

Troubleshooting steps:

1. Check you're looking in the right place. Version History is on the Record page under the Version History tab, not on the Approval Request. Navigate to the Record, not the Approval Request.
2. Check if versions exist. Has the Record been edited? Versions are only created after edits. Make an edit to create the first version.
3. Check the Version History tab is visible. Does the tab appear on the Record page? If the tab does not appear, the feature may not be enabled. Contact support or your account administrator.
4. Check permissions. Do you have view permission on the Record? Without permission, you cannot see Version History. Contact your administrator for permission.
5. Try refreshing the page. Sometimes a refresh resolves display issues.

Still not working? Contact support with your user ID, Record ID, and what you are trying to view.

"I Can't Add Comments"

Symptoms: Comments panel not visible, or cannot add comments

Troubleshooting steps:

1. Check the Comments panel is visible. Does the Comments panel appear on the page? If the panel does not appear, commenting may not be enabled. Contact support or your account administrator.
2. Check you have access. Do you have view permission on the Record? Without access, you cannot add comments. Contact your administrator for access.
3. Check the Add Comment button. Does the button appear in the Comments panel? If the button does not appear, you may not have permission. Contact support or your account administrator.
4. Try refreshing the page. Sometimes a refresh resolves display issues.

Still not working? Contact support with your user ID, Record ID or Approval Request ID, what you are trying to do, and any error messages.

"I Can't Export Brief"

Symptoms: Export fails, or comments not included

Troubleshooting steps:

1. For Annotated PDF: Is the file a PDF? Annotated PDFs only work with PDF files. Other file types do not work. Use the PDF with Comments method for non-PDF files.
2. Do comments exist? Check that comments actually exist on the Record. If there are no comments, there is nothing to export. Add comments first, then export.
3. Wait for processing. Annotated PDFs take time to process. This may take a few minutes. Wait and check again, or try generating a new download.
4. Check download link. Is the link available after processing? Links may expire after some time. Generate a new download link if expired.
5. For PDF with Comments: Is the feature enabled? PDF with Comments must be enabled by your administrator. If not enabled, comments will not be included. Contact your account administrator.

Still not working? Contact support with your user ID, Record ID, export method you are trying, and any error messages.

"Revision Wasn't Created"

Symptoms: Made edits but no revision appears

Troubleshooting steps:

1. Did the file actually change? Make a meaningful change and save again. If nothing changed, a revision may not be created. Make actual changes, not just opening and closing.
2. Is the approval still pending? Check the approval status. If approval completed, revisions will not be created. Revisions are only created during pending approval.
3. Wait a moment. Revision creation may take a moment. Wait a few seconds and check the Revisions tab again.
4. Check the Revisions tab. The revision may already be there. Refresh the Revisions tab to see if it appears.

Still not working? Contact support with your user ID, Record ID, Approval Request ID, and what you did.

"Version History is Empty"

Symptoms: Version History tab shows no versions

Troubleshooting steps:

1. Has the Record been edited? Versions are only created after edits. If the Record was never edited, no versions exist. Make an edit to create the first version.
2. Check permissions. Do you have view permission on the Record? Without permission, you cannot see versions. Contact your administrator for permission.
3. Check the Version History tab. Does the tab appear on the Record page? If the tab does not appear, the feature may not be enabled. Contact support or your account administrator.

Still not working? Contact support with your user ID, Record ID, and what you are trying to view.

"I Can't Compare Versions"

Symptoms: Compare button not available, or comparison does not work

Troubleshooting steps:

1. Do at least two versions exist? You need at least two versions to compare. If only one version exists, comparison is not available. Create another version first.
2. Are both versions selected? Make sure you have selected exactly two versions. Comparison requires exactly two versions. Select two versions using the checkboxes.
3. Wait for loading. Comparison may take time to load.
4. Try refreshing. Sometimes a refresh helps. Refresh the page and try again.

Still not working? Contact support with your user ID, Record ID, and which versions you are trying to compare.

General Troubleshooting Tips

Refresh the Page

Many issues can be resolved by refreshing. Refresh your browser, clear browser cache if needed, and try again.

Check Permissions

If features are not appearing, verify you have the required permissions. Contact your administrator if unsure. For revisions, check that you are a workflow participant.

Check Feature Availability

If features do not appear, verify the feature is enabled for your organization. Contact your account administrator or support if you believe it should be enabled.

Try a Different Browser

Sometimes browser issues cause problems. Try a different browser, update your current browser, or clear browser cache and cookies.

When to Contact Support

Contact support if:

• Troubleshooting steps do not resolve the issue
• You receive error messages
• Features that should be available are not appearing
• Unexpected behavior occurs

Information to Provide

When contacting support, provide:

1. Check the Troubleshooting Guide
2. Verify your permissions (see "Who Can Use What" above)
3. Contact your administrator
4. Or contact support with:
   • Your account email address
   • URL of the affected record or approval request
   • What you were trying to do and what happened instead
   • The exact text of any error messages (screenshots and screen recordings are helpful)

• Or contact your account administrator for assistance with permissions or feature availability.

Related Articles

• Understanding Versions and Revisions
• Editing Records During Approval
• Approval Snapshots and Revisions
• Understanding Record Version History

Need Help?

If troubleshooting does not resolve your issue, contact support with all information listed above. Include screenshots if helpful and describe what you have already tried.

You can also contact your account administrator if you believe features should be enabled but are not appearing.

Please note that specific terminology referenced above may appear differently in your platform as these are customizable terms.