Troubleshooting

Common issues and solutions when using Documents.

Upload Issues

File upload fails with MIME type error

Symptoms: You attempt to upload a file and receive an error message about an invalid or mismatched MIME type.

Causes:

  • The file’s actual content does not match its extension (e.g., a .pdf file that is actually a renamed .exe)

  • The file is corrupted and cannot be identified

  • The file type is not in the allowed extension whitelist

Solutions:

  1. Verify the file opens correctly in its native application (e.g., open the PDF in a PDF reader, the DOCX in Word)

  2. Re-save the file from its native application to ensure the file format is correct

  3. Check that the file extension matches the actual content

  4. If the file type is legitimately needed but not in the whitelist, contact your system administrator to add the extension

File upload fails with size limit error

Symptoms: You attempt to upload a file and receive an error about the file being too large.

Causes:

  • The file exceeds the 50 MB upload limit

Solutions:

  1. Compress the file before uploading (e.g., reduce image resolution, compress PDF)

  2. Split large documents into smaller sections

  3. For large datasets, consider using a spreadsheet with summarized data rather than uploading the raw file

Upload appears to succeed but file is empty

Symptoms: The document record is created but the file content is missing or the file size shows as 0 bytes.

Causes:

  • Network interruption during upload

  • Browser timeout on large files

  • Server-side processing error

Solutions:

  1. Delete the empty document record and re-upload the file

  2. Try uploading from a different browser

  3. For large files, ensure your network connection is stable throughout the upload

  4. If the problem persists, contact your system administrator

Export Issues

Export produces empty or corrupted file

Symptoms: Exporting a document results in a file that is empty, cannot be opened, or shows corrupted content.

Causes:

  • The source document has no content (empty spreadsheet or rich text document)

  • The export format is not compatible with the document type

  • Server-side conversion error

Solutions:

  1. Verify the source document has content by opening it in the editor

  2. Try exporting to a different format (e.g., PDF instead of DOCX)

  3. For spreadsheets, ensure cells contain data (not just formatting)

  4. If the problem persists, contact your system administrator

PDF export has incorrect formatting

Symptoms: The exported PDF does not match the on-screen appearance of the document.

Causes:

  • Complex formatting elements that do not translate well to PDF

  • Custom fonts that may not be supported

  • Page size or margin differences

Solutions:

  1. Simplify complex formatting in the source document

  2. Use standard fonts (e.g., Arial, Times New Roman) for best compatibility

  3. Preview the document in the browser before exporting to identify layout issues

  4. Adjust margins and page size in the document settings

Excel import loses formatting

Symptoms: Importing an Excel file results in a spreadsheet with missing formatting, broken formulas, or lost data.

Causes:

  • The Excel file uses features not supported by the spreadsheet editor (e.g., VBA macros, pivot tables, advanced charts, conditional formatting rules)

  • The file was created in an older Excel format (.xls instead of .xlsx)

  • The file contains external data connections

Solutions:

  1. Save the file in .xlsx format (Excel 2007+) before importing

  2. Remove VBA macros and pivot tables before import

  3. Replace complex conditional formatting with manual formatting

  4. Check that formulas use functions supported by the spreadsheet editor

  5. For data connections, copy the data as values before importing

Spreadsheet Issues

Formulas not calculating

Symptoms: Formulas display as text instead of calculated values, or show error codes.

Causes:

  • The cell is formatted as text instead of a number or general format

  • The formula references cells that do not exist or have been deleted

  • The formula uses a function not supported by the spreadsheet editor

  • Circular reference detected

Solutions:

  1. Select the cell and change the format from Text to General or Number

  2. Verify all cell references in the formula point to valid cells

  3. Check that the formula functions are supported (see Spreadsheets for supported functions)

  4. Look for circular references (cell A1 referencing B1 which references A1)

Spreadsheet loads slowly

Symptoms: Opening a spreadsheet takes a long time or the browser becomes unresponsive.

Causes:

  • The spreadsheet contains a very large number of rows or columns with data

  • Complex formulas recalculating across large ranges

  • Multiple sheets with cross-sheet references

Solutions:

  1. Reduce the amount of data in the spreadsheet

  2. Simplify formulas or break complex calculations into intermediate steps

  3. Delete unused rows, columns, and sheets

  4. Clear formatting from empty cells (sometimes formatting extends beyond the data range)

Version Control Issues

Cannot find a previous version

Symptoms: You want to restore an earlier version of a document but cannot find it in the version history.

Causes:

  • The document may not have been saved between edits (versions are only created on save)

  • Version history may have been pruned by an administrator

Solutions:

  1. Check the version history panel for the complete list of versions

  2. Remember that versions are created on each save operation – unsaved changes are not versioned

  3. Contact your system administrator if you believe versions are missing

Version restore produces unexpected results

Symptoms: Restoring a previous version does not return the document to the expected state.

Causes:

  • The wrong version was selected for restoration

  • The version being restored had incomplete data at the time it was saved

Solutions:

  1. Review the version list carefully, checking timestamps and modification users to identify the correct version

  2. If available, preview the version content before restoring

  3. Remember that restoring creates a new version – you can always restore again to a different version if the first attempt was incorrect

Template Issues

Field mappings not replacing placeholders

Symptoms: A working copy is created from a template but the placeholder text (e.g., {{customer_name}}) remains instead of being replaced with actual data.

Causes:

  • The field mapping is not configured for the template

  • The placeholder text in the template does not exactly match the mapping definition

  • The working copy was not created in the context of a record that provides the mapped data

  • The source field is empty on the linked record

Solutions:

  1. Open the template and verify the field mappings are configured correctly

  2. Check that the placeholder text matches exactly (including spelling and case)

  3. Ensure the working copy is created from a CRM lead, sale order, or other record that has the mapped field data

  4. Verify the source record has data in the mapped fields

Quotation extraction creates wrong line items

Symptoms: Generating a sale order from a spreadsheet template creates incorrect or missing line items.

Causes:

  • The cell mappings do not match the actual column positions in the spreadsheet

  • The line range definition does not cover all line item rows

  • Empty rows within the line range are being processed

  • The product names or references do not match existing products in Progrid

Solutions:

  1. Verify the cell mapping configuration matches the spreadsheet layout (correct columns for product, quantity, price)

  2. Check the line range start and end rows match where the data actually is

  3. Remove or skip empty rows within the line range

  4. Ensure product names or references in the spreadsheet match products in the Progrid product catalog

Sharing Issues

Document not visible to colleagues

Symptoms: A colleague cannot find or access a document you shared with them.

Causes:

  • The document visibility is set to Private

  • The colleague is not in the shared users or groups list

  • The colleague is looking in the wrong folder or section

Solutions:

  1. Check the document’s Visibility setting

  2. For Shared visibility, verify the colleague is in the sharing list

  3. For Company visibility, verify the colleague is an internal user

  4. Guide the colleague to search for the document by name using the search bar

Getting Help

If you cannot resolve an issue using this guide, contact your system administrator with the following information:

  • The document name and type

  • The exact error message (if any)

  • Steps to reproduce the issue

  • Your browser name and version

  • Any screenshots of the problem

See also