Troubleshooting
Common issues and solutions for the Form Portal.
Access Issues
Can’t Access Form Portal
Symptoms: - Access denied message - Portal doesn’t appear in menu - Blank page when accessing
Possible Causes: - Missing mod-form-portal privilege - Missing mod-form or mod-checklist privilege - Not logged in - Session expired
Solutions: 1. Verify you’re logged into Ambience 2. Check you have required privileges 3. Contact administrator to grant access 4. Try logging out and back in 5. Clear browser cache and cookies
Can’t See Any Forms
Symptoms: - Portal loads but shows no forms - Empty form lists - “No forms available” message
Possible Causes: - No forms assigned to your roles - Not member of any roles - Workgroup mismatch - Forms are disabled
Solutions: 1. Check you belong to at least one role 2. Verify workgroup membership 3. Contact administrator to assign roles 4. Check with form owner about access 5. Try different role categories
Can’t See Specific Form
Symptoms: - Form missing from list - Form was there before - Others can see it but you can’t
Possible Causes: - Form has been archived - Role access changed - Workgroup changed - Form disabled - Form deleted
Solutions: 1. Check Archived section 2. Search for form by name 3. Check all role categories 4. Verify your role membership 5. Contact form owner or administrator
Form Creation Issues
Can’t Create Forms
Symptoms: - No templates in Create tab - Create button doesn’t work - Error when creating
Possible Causes: - No templates for your roles - Missing permissions - Template disabled - Workflow missing (for workflow forms)
Solutions: 1. Verify you have mod-form privilege 2. Check you belong to roles with templates 3. Contact administrator for access 4. Try different role category 5. Check server logs (administrators)
Workflow Form Creation Fails
Symptoms: - “Workflow not found” error - “Create New Form” button doesn’t work - Error message on creation
Possible Causes: - Workflow definition missing - Workflow disabled - Workflow configuration error - ETL chain error
Solutions: 1. Verify workflow exists 2. Check workflow is enabled 3. Contact administrator 4. Try standard form instead 5. Check server logs (administrators)
Checklist Creation Fails
Symptoms: - “Create New Checklist” doesn’t work - Error on creation - Checklist doesn’t appear
Possible Causes: - Missing mod-checklist privilege - Checklist template disabled - Configuration error
Solutions: 1. Verify you have mod-checklist privilege 2. Contact administrator 3. Try different checklist template 4. Check server logs (administrators)
Form Submission Issues
Can’t Submit Form
Symptoms: - Submit button disabled - Submit button doesn’t respond - Error when clicking Submit
Possible Causes: - Validation errors present - Required fields empty - Network issue - Server error
Solutions: 1. Check for red error messages 2. Verify all required fields filled (marked with *) 3. Complete all pages (multi-page forms) 4. Check network connection 5. Try refreshing the page 6. Contact support if persists
Validation Errors
Symptoms: - Red error messages - Can’t proceed to next page - Submit button disabled
Possible Causes: - Required fields empty - Invalid data format - Business rule violation - Range errors
Solutions: 1. Read error messages carefully 2. Fill all required fields 3. Check data format (email, phone, etc.) 4. Verify values are in valid range 5. Check date formats 6. Clear invalid data and re-enter
Form Submission Timeout
Symptoms: - Submission takes too long - Page times out - No confirmation received
Possible Causes: - Network timeout - Large file uploads - Server busy - Complex validation
Solutions: 1. Check network connection 2. Reduce file attachment sizes 3. Try again later 4. Contact support 5. Check if form actually submitted (check Submitted forms)
Form Still in Current After Submission
Symptoms: - Submitted but still in Current - No confirmation message - Form appears not submitted
Possible Causes: - Submission didn’t complete - Browser issue - Auto-save confused with submit - Network interruption
Solutions: 1. Check Submitted forms to verify 2. Try submitting again 3. Refresh the page 4. Check for Submit button (vs Save button) 5. Contact support if unsure
Form Display Issues
Form Won’t Load
Symptoms: - Blank right panel - Loading spinner doesn’t stop - Error message
Possible Causes: - Network issue - Browser compatibility - JavaScript error - Form definition error
Solutions: 1. Refresh the page 2. Try different browser 3. Clear browser cache 4. Check JavaScript is enabled 5. Check browser console for errors 6. Contact support
Form Displays Incorrectly
Symptoms: - Layout broken - Fields missing - Overlapping elements - Unreadable text
Possible Causes: - Browser compatibility - CSS loading issue - Screen resolution - Zoom level
Solutions: 1. Try different browser (Chrome recommended) 2. Reset browser zoom to 100% 3. Clear browser cache 4. Update browser to latest version 5. Try on different device
Can’t See All Fields
Symptoms: - Fields cut off - Can’t scroll - Missing sections
Possible Causes: - Browser window too small - Zoom level incorrect - Layout issue - Conditional fields hidden
Solutions: 1. Maximize browser window 2. Reset zoom to 100% 3. Scroll down/right 4. Check if fields are conditionally hidden 5. Try different browser
Search and Filter Issues
Search Not Working
Symptoms: - Search returns no results - Search doesn’t filter - All forms still visible
Possible Causes: - Typo in search term - Case sensitivity (shouldn’t be) - Form name different than expected
Solutions: 1. Check spelling 2. Try partial name 3. Try different search terms 4. Clear search and browse manually 5. Refresh the page
Can’t Find Form by Name
Symptoms: - Know form name but can’t find it - Search returns nothing - Form not in expected category
Possible Causes: - Form in different category - Form archived - Form name changed - Access removed
Solutions: 1. Search in all categories 2. Check Archived section 3. Try partial name search 4. Check with form owner 5. Contact administrator
Workflow Form Issues
Can’t See Workflow Status
Symptoms: - No workflow state shown - No history visible - Workflow information missing
Possible Causes: - Form not workflow-integrated - Workflow state component not in form - Workflow instance not created
Solutions: 1. Verify form is workflow type (keyboard icon) 2. Check if workflow state component exists in form 3. Contact form designer 4. Check with administrator
Workflow Form Not Progressing
Symptoms: - Form stuck in same state - No notifications received - Workflow not moving forward
Possible Causes: - Waiting for approver action - Workflow configuration issue - Guard condition not met - ETL chain error
Solutions: 1. Check workflow state/history 2. Verify approvers notified 3. Contact approver 4. Contact administrator 5. Check server logs (administrators)
Performance Issues
Slow Form Loading
Symptoms: - Forms take long to load - List loads slowly - Interface laggy
Possible Causes: - Large number of forms - Network latency - Complex forms - Server load
Solutions: 1. Use search to filter forms 2. Check network connection 3. Try during off-peak hours 4. Clear browser cache 5. Contact administrator if persistent
Slow Form Submission
Symptoms: - Submit takes long time - Processing spinner runs long - Timeout errors
Possible Causes: - Large file attachments - Complex validation - ETL processing - Server load
Solutions: 1. Reduce file sizes 2. Compress attachments 3. Try during off-peak hours 4. Be patient (don’t click Submit multiple times) 5. Contact support if timeout occurs
Browser Issues
JavaScript Errors
Symptoms: - Error messages in browser - Features not working - Console errors
Possible Causes: - JavaScript disabled - Browser extension conflict - Outdated browser - Corrupted cache
Solutions: 1. Enable JavaScript 2. Disable browser extensions 3. Update browser 4. Clear cache and cookies 5. Try incognito/private mode
Browser Compatibility
Symptoms: - Portal doesn’t work in browser - Features missing - Display issues
Supported Browsers: - Chrome (recommended) - Firefox - Edge - Safari
Solutions: 1. Use supported browser 2. Update to latest version 3. Try Chrome if issues persist
Data Issues
Lost Form Data
Symptoms: - Form data disappeared - Progress lost - Fields empty
Possible Causes: - Session timeout - Browser closed without saving - No auto-save - Network interruption
Solutions: 1. Check Current forms (may be auto-saved) 2. Check browser back button 3. Recreate if necessary 4. Complete forms in one session 5. Contact support if data critical
Can’t Edit Form
Symptoms: - Fields disabled - Can’t change data - Read-only mode
Possible Causes: - Form already submitted - Form archived - Insufficient permissions - Workflow state locked
Solutions: 1. Check if form is in Submitted or Archived 2. Verify form is in Current 3. Check permissions 4. Contact administrator if should be editable
Getting Help
Self-Service
- Check this troubleshooting guide
- Review User Guide
- Check Quick Start
- Search documentation
Contact Support
When contacting support, provide: - What you were trying to do - What happened instead - Error messages (exact text) - Browser and version - Steps to reproduce - Screenshots (if helpful)
Administrator Help
Administrators can: - Check server logs - Verify permissions - Check form configurations - Review workflow status - Access database directly
Escalation
If issue persists: 1. Document the problem 2. Gather error messages 3. Note when it started 4. Contact IT support 5. Escalate to administrator
Preventive Measures
Best Practices
- Use supported browsers
- Keep browser updated
- Complete forms in one session
- Don’t close browser during submission
- Save/submit before closing
- Check network connection before starting
Regular Maintenance
- Clear browser cache periodically
- Update browser regularly
- Check for Ambience updates
- Review permissions periodically
Still having issues? Contact your administrator or IT support for assistance.