Reference
Troubleshooting
What to check when a reminder did not arrive, a workbook was rejected, or a supplier cannot see a campaign.
8 min read
The problems people actually hit, and what to check first. Most of them are answered by one of three screens: the email log, the campaign's participant roster, and the item's history.
Email did not arrive
Check the email log
LibraryEmail log, search the recipient. It tells you in one line whether the product sent it.
Read the status
Sent means it left. The problem is downstream: spam folder, or their mail filter. Failed means the provider rejected it, usually a bad address. Suppressed means somebody ticked the suppress-email box when inviting them. Skipped no key means this server has no mail provider configured.
If nothing is logged at all
The message was never composed. For an invitation, the campaign is probably still a draft: invitations release when a campaign opens.
Failed invitations are retried automatically by the sweep, up to five attempts. You do not need to do anything for a transient failure.
A reminder did not send
Work down this list; it is roughly in order of likelihood.
| Check | Because |
|---|---|
| Are reminders enabled on that milestone? | A milestone with no offsets sends nothing. |
| Is the campaign archived? | Archived campaigns never send anything. |
| Was it a before-reminder for a milestone already past? | Those are not sent. There is nothing left to warn about. |
| Was it a before-reminder on the deadline of a closed campaign? | Same rule. After-reminders on a closed deadline do still send. |
| Was the server down through the send window? | A window more than a day overdue is skipped rather than fired late, deliberately, so an outage does not deliver the 7-, 3- and 1-day reminders as one burst. |
| Did the deadline move after the milestone was made fixed? | A fixed milestone does not follow the deadline. Check whether that row says Fixed rather than Relative. |
| Were the contacts invited with emails suppressed? | Suppressed contacts receive no reminders either. |
A supplier cannot see something
The campaign is not in their list
Are they invited to it?
CampaignSuppliers & access, check the participant roster. Being in the supplier directory is not the same as being on the campaign.
Is the campaign open?
Drafts are invisible to suppliers. So are archived campaigns.
Are they signed in as the right account?
One person can have a work address and a shared inbox address. Only the invited one works.
The campaign is there but their items are not
Almost always the vendor tag. A contact sees an item only if they hold that item's tag in that campaign. Check the roster: the tags are listed next to each contact, and you can change them there.
They can see it but cannot edit it
The campaign has closed. Editing after the close needs an edit access grant. They can press Request edit access and you approve it from the campaign, or you can grant it directly from the item screen, scoped to that item or to their whole submission. Prefer a grant to reopening the campaign; see Suppliers, tags and access.
A workbook was rejected
The upload reports the row, the column and the reason. The usual causes:
| Message | Fix |
|---|---|
… must be one of: TPR, Ad, Display | The value is close but not on the list. Case does not matter; spelling does. If suppliers keep tripping on one list, the list is probably missing an option they need. |
… is required | A blank in a column marked with an asterisk. |
… must be a number | Text in a number column. A leading $ and thousands separators are fine; anything else is not. |
… must be between … and … | A date outside the window the buyer allowed. The window is printed in the workbook's help row. |
File type … is not allowed | Submissions must be .xlsx. An .xls or a CSV renamed to .xlsx will not parse. |
No worksheet found | The file is not a workbook, or the sheet was deleted. Download a fresh template. |
Dates look wrong
| Symptom | Cause |
|---|---|
| A deadline reads as a different day for you and a supplier | Everything is rendered in the reading user's timezone. Both of you are seeing the same instant. Check your timezone in Settings. |
| A milestone did not move when the deadline moved | That row is Fixed, not Relative. Editing a milestone's date directly is what makes it fixed. |
| A milestone is a day earlier than you set it | The business-day rule pulled it back off a weekend. The row shows the original struck through with an arrow to the new date. |
| A date rolled back rather than forward | That is the rule, deliberately: a deadline that moves later breaks a commitment to somebody downstream. Turn the rule off on that row if the weekend date was intended. |
| Dates are written the wrong way round | Your date format. Four choices in Settings, and it applies to emails too. |
Decisions and notifications
| Symptom | Explanation |
|---|---|
| The Send decision notifications button is disabled | There is nothing to send. Every current decision has already been communicated. |
| Pressing it twice sent nothing the second time | Correct. Sends are deduplicated per item and per decision, so nobody gets the same outcome twice. |
| A supplier got one email about six items | Correct. One consolidated email per contact, covering every brand they act for. |
| An item you decided is pending again | The supplier revised it under an edit access grant after your decision. It is flagged, and the Flag: revised filter finds all of them. |
| Decisions committed but nothing changed for the supplier | Committing changes the item; notifying tells the supplier. They are two steps on purpose. |
| You cannot decide an item at all | The campaign has not closed yet. Review opens at the close. |
Files
| Symptom | Explanation |
|---|---|
| "Scan in progress, downloadable shortly" | Normal. Uploads are accepted immediately and scanned alongside; the file becomes downloadable when the scan clears it. |
| A file was removed by malware scanning | It was blocked and deleted, and the uploader was told. Ask for a clean copy. |
| A download is refused | The file has not been confirmed clean. It is not lost; the sweep retries stragglers. |
| An upload was rejected outright | Wrong type or too large. Allowed: .xlsx .xls .csv .pdf .docx .pptx .png .jpg .jpeg, 10 MB by default. |
| A required attachment cannot be configured | By design. A workbook cannot carry a file, so a required attachment would lock out every Excel submitter. |
Signing in
| Symptom | What to do |
|---|---|
| Forgotten password | Use the reset link on the sign-in page. An admin can also reset it from the Users screen and email a temporary one. |
| "Your account is deactivated" | An admin turned off sign-in. The account row is kept so history stays attributed; an admin can reactivate it. |
| Single sign-on fails | Check the redirect URI registered with your provider matches the one printed on the SSO screen exactly, and that the person's verified email is on the configured domain. |
| SSO is configured but nobody can use it | SSO is a Business-plan feature, and the server also needs its signing key configured. The SSO screen says which of the two is missing. |
| The workspace is read-only | A trial ended or a subscription lapsed. Everything is still there; upgrading from Billing restores write access and unarchives the campaigns. |