Willow360 Troubleshooting Guide

1. Sign-In Issues

Problem: unable to sign in.

Solution:

• Ensure you are using the correct email and password.
• Click the eye icon in the password field to check what you have typed.
• If you have forgotten your password, click the Forgotten your password link and follow the instructions to reset it.
• If you have tried to sign in 10 times with an incorrect password, your account will be blocked. Use the Forgotten your password link to reset your password and unblock your account.
• If your organisation has two-step verification (2FA) enabled, ensure you are completing the verification code step after entering your password. Codes sent by email are valid for 15 minutes. If a code is entered incorrectly 10 times, a 15-minute timeout will be applied.

2. Workflow Configuration Errors

Problem: workflow actions are not executing as expected.

Solution:

• Check the workflow configuration to ensure all actions are correctly set up and that Apply has been clicked for each action.
• Verify that all required fields and settings for each action are properly configured.
• Ensure the workflow includes a final export or distribution action such as Upload to SharePoint or Secure Email, since Willow360 does not store processed files permanently.
• Check whether any action has a condition set that may be causing it to be skipped unexpectedly. Review the file history to see which actions ran and which were skipped.

3. File Upload Issues

Problem: files are not uploading or are being rejected.

Solution:

• Ensure the file size does not exceed 100MB. For workflows that include file-modifying actions such as Stamp, Watermark, Redact, Highlight, WillowSign, Simple Sign, Digital Certificate, Auto Sign, Merge, Split, or Booklet actions, the limit is 20MB. WillowSign has its own 20MB limit for files entering that step.
• Verify that the file is not empty. Empty files cannot be uploaded.
• If uploading directly to a workflow tile, note that if any single file in a batch is invalid, the entire batch will be rejected. Check error messages on rejected files before retrying.
• If your workflow starts with a Fill in a Form action, files cannot be added by dragging to the tile, by email, or by scan. The workflow can only be started by completing the form.

4. Action Failures

Problem: an action in the workflow fails.

Solution:

• Open the file history from the File View to see details of why the action failed.
• Use the Retry option in the File View to attempt the failed action again, if it is available for that action type.
• For cloud storage action failures, ensure that the credentials connected to the upload action are current and that the destination folder exists and is accessible.
• If the failure message references missing metadata, check whether an earlier action that was supposed to provide that data was skipped due to a condition.

5. Approval and Signing Issues

Problem: files are stuck waiting for approval or signature.

Solution:

• Confirm that all designated approvers or signers have received their notification. Ask them to check their notification bell and email, including junk and spam folders.
• For Approve actions configured to require all approvers, the file will not proceed until every approver has responded.
• For WillowSign, confirm that the signing link has not expired. Links are valid for 90 days. You can send a reminder to outstanding signers from the file history.
• For Simple Sign, confirm that the signer has a signature image set up and that the file preview is fully loaded before they attempt to sign.
• If an approver or signer has been deleted from the organisation, check the file history for a notification and update the workflow configuration accordingly.

6. AI Data Issues

Problem: AI Data is not extracting values correctly or the action is pausing for manual input.

Solution:

• If the action pauses and prompts a user to supply missing values, the AI was unable to read one or more fields from the document. This is expected behaviour. The user can review and complete the missing fields manually.
• If values are consistently being missed or read incorrectly, review the AI queries configured in the action. Queries should be clear, specific natural-language questions with one question per field. Vague or broad queries produce less reliable results.
• Use the built-in query testing tool in the action configuration to test your queries against a representative document before deploying the workflow.
• If the Always manually check data option is enabled, the action will always pause for review even when all fields were read successfully. Disable this if manual review is not required.
• AI Data accuracy is highest for clearly formatted documents such as invoices, contracts, and ID documents. Results may be less reliable for complex scenes or documents with very dense or irregular layouts.

7. Metadata and Form Data Issues

Problem: metadata or form data is missing or incorrect in downstream actions.

Solution:

• Confirm that the action producing the metadata, such as AI Data, Supply Information, Fill in a Form, or External Data, is placed before the action trying to use it. Metadata is only available to actions that follow its source in the workflow.
• If there is a Merge action between the metadata source and where it is being used, the metadata will no longer be available downstream. Restructure the workflow to avoid this where possible.
• For Supply Information and Fill in a Form, check that all required fields are included in the form configuration and that the correct field names are referenced in downstream actions.
• For External Data, ensure the XML file is correctly formatted with the required Willow360 node structure.
• Check the file history to see what metadata values were actually captured, which can help identify where the issue lies.

8. Cloud Storage Integration Issues

Problem: files are not uploading to cloud storage.

Solution:

• Ensure that the credentials connected to the upload action are current. If the connection has expired, reconnect from within the action configuration.
• Verify that the destination folder path is correctly specified and that the connected account has write access to it.
• Check the file history for specific error messages that may indicate whether the issue is an authentication failure, a missing folder, or a permissions problem.

9. Notification Issues

Problem: not receiving notifications for tasks or approvals.

Solution:

• Ensure that push notifications are enabled in your browser settings and in your Willow360 Personal Settings.
• Check the bell icon in the top right corner for any notifications that may have been missed.
• Verify that your email address is correctly recorded in your account and that Willow360 notification emails are not being filtered to your junk or spam folder.

10. Credit Issues

Problem: workflow actions are not executing due to insufficient credits.

Solution:

• Check the current credit balance in Organisation Settings. Only administrators can view and manage credits.
• If the balance is at zero, all file processing will be blocked. Purchase additional credits to resume processing.
• If a batch of files was rejected when added to a workflow, check whether there were enough credits to cover the full batch. The entire batch is rejected if credits are insufficient for all files in it.
• If workflows are being restarted after edits, note that restarted files consume credits as if they were new files.

11. General Troubleshooting Steps

Clear your browser cache: clearing the cache can resolve unexpected display or loading issues.

Use a supported browser: ensure you are using an up-to-date version of a modern browser. Older browser versions may cause unexpected behaviour.

Check the file history: for most issues, the file history in the File View is the most useful starting point. It records every action taken on a file, when it happened, and any error details.

If the steps above do not resolve your issue, please contact our support team for further assistance.