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Willow360 Troubleshooting Guide

When using Willow360, you might encounter various issues that can disrupt your workflow. This guide provides steps to troubleshoot common problems and get your workflows back on track.

1. Sign-In Issues

Problem: Unable to sign in.

  • Solution:
    • Ensure you are using the correct email and password.
    • Click on the eye icon in the password field to verify your password.
    • 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.

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.
    • Verify that all required fields and settings for each action are properly configured.
    • Ensure that the workflow has a final action that exports the file outside of Willow360 (e.g., Upload to SharePoint, Secure Email).

3. File Upload Issues

Problem: Files are not uploading or are being rejected.

  • Solution:
    • Ensure the file size does not exceed the 100MB limit (20MB for workflows with file modifying actions).
    • Verify that the file type is supported. Willow360 supports various file types including JPG, PDF, DOCX, etc.
    • Check for any error messages that might indicate why the file was rejected.

4. Action Failures

Problem: An action in the workflow fails.

  • Solution:
    • Use the Retry action to attempt the failed action again. This is available from the File View for the person who added the file to the workflow.
    • Check the file history for details on why the action failed and address any issues mentioned.
    • Ensure that any required credentials (e.g., for cloud storage actions) are up to date and correctly entered.

5. Approval and Signing Issues

Problem: Files are stuck waiting for approval or signature.

  • Solution:
    • Ensure that all designated approvers or signers are available and have received the notification.
    • If multiple approvers are required, ensure that all have approved the file.
    • For signing issues, verify that the signer has created and selected their signature correctly.

6. Metadata and Form Data Issues

Problem: Metadata or form data is missing or incorrect.

  • Solution:
    • Check the configuration of the Supply Information or Fill in a Form actions to ensure all necessary fields are included and correctly set up.
    • Verify that the data entered in the form is accurate and complete.
    • If using External Data, ensure that the XML file is correctly formatted and includes all required metadata.

7. Cloud Storage Integration Issues

Problem: Files are not uploading to cloud storage (e.g., SharePoint, OneDrive).

  • Solution:
    • Ensure that the correct credentials are entered and up to date. Use the Sign in to [Cloud Service] action if prompted.
    • Verify that the destination folder in the cloud storage is correctly specified and accessible.
    • Check for any error messages in the file history that might indicate why the upload failed.

8. Notification Issues

Problem: Not receiving notifications for tasks or approvals.

  • Solution:
    • Ensure that push notifications are enabled in your browser and in Willow360 Personal Settings.
    • Verify that your email address is correctly entered and that you have not unsubscribed from notifications.
    • Check the bell icon in the top right corner for any missed notifications.

9. Credit Issues

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

  • Solution:
    • Check the current credit balance in the Organisation Settings.
    • Purchase additional credits if necessary to ensure workflows can continue processing.
    • Monitor credit usage to avoid running out unexpectedly.

10. General Troubleshooting Steps

  • Clear Browser Cache: Sometimes, clearing your browser cache can resolve unexpected issues.
  • Update Browser: Ensure you are using the latest version of your web browser.

By following these troubleshooting steps, you can address common issues in Willow360 and ensure your workflows run smoothly. If problems persist.

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