Troubleshooting Guide

 Please check if your issue can be fixed by any of the workarounds below. If you are still facing issues, you can chat real-time with our agents on this website or in-app within DocuGen. You can also submit a ticket by email to support@docugen.io.

Still no luck? Submit a ticket at support@docugen.io and we will get back to you.

 

DocuGen is ignoring my document template (generated documents contain a table and nothing else)

Are you using monday Docs? If your documents are being generated as a simple table and do not match your document template, please check this article for a workaround. 

Documents are not being generated at all (or take forever to generate)

If you've installed DocuGen and added a DocuGen view to your board, check the following:

1. Do you have a long board? If your board is longer than 10,000 rows, you will need to apply a filter to your DocuGen view to reduce the number of rows. 
2. Do you have a wide board? If your board is wider than 30 columns (even if you are using only a few columns in your document template), you will need to either (a) reduce the number of columns in the board, or (b) create a new 'summary' board that has a Connect Boards Column and mirror columns limited to the data you need to include in your documents. Make sure you add a DocuGen view to the summary board and create your documents from the summary board, not from the wide board.
3. Is your board empty? If your board has no rows, DocuGen might fail. Also, if you apply a filter to the board or to the DocuGen view that results in no rows being displayed, this also may cause DocuGen to fail. Make sure you have at least one row displayed on your board.
4. Do you have special characters or placeholders in your Default Document Name? You will need to replace unsupported characters with an underscore ( _ ). If you're using placeholders, make sure that the data in your board does not contain special characters. For example, if you are using the <<column_firstrow:Item>> placeholder in the Default Document Name and one of the rows contains a special character, the document generation will fail: you will need to either (a) remove or replace the special characters from the row, or (b) use a different placeholder for the Default Document Name, or (c) use a static Default Document Name.
5. Do you have special characters in your board column labels? You will need to either (a) remove unsupported characters from your column labels or (b) replace unsupported characters with an underscore ( _ ). (We are working on a fix for this issue.)
6. Did you exceed your monthly quota? Verify your quota consumption in the Statistics tab. If you've exceeded your quota, you will need to sign up to a higher plan from the Subscription tab.
7. Did you check your spam folder? If you set DocuGen to send you generated documents by email, check your spam folder. 

If none of the above fixes your issue, check out the additional information below or contact us through the in-app chat or by email at support@docugen.io.

Generated documents contain errors in the contents

1. If you're generating documents using a document template, make sure you check important considerations related to document templates.
2. If you're inserting images into your document, make sure none of the images are larger than 500Kb. 

Formula values in my document are different from my board

DocuGen has its own formula interpreter which may sometimes give different results especially with complex formulas. Try to follow these guidelines:

1. Avoid complex formulas. If you use complex formulas, contact us (we might be able to help you simplify your formulas), or consider using General Caster to automatically copy the formula result to a Number column, and use the Number column in your document template.
2. Beware of Number columns formatted as %. More here. 
3. Working with Dates: Please review these considerations.

Column values in my document are different from my board

Some column types are not fully supported by DocuGen and may give unexpected results. Refer to this article for more details.

Zeros are appearing blank in my documents

We are aware of a bug in DocuGen that affects Number and Formula columns: if the column value is zero, the generated document will show the value as blank. We are working on resolving this in the near future.

DocuGen emails me documents generated by my colleague
OR: DocuGen emails documents instead of attaching to Files column

When a user generates a document using a DocuGen recipe (such as a button column), DocuGen generates the document on behalf of that user. However, if the user generating the documents has never set up a DocuGen recipe of their own, DocuGen will need to generate the document on behalf of the user who configured the recipe instead of the user generating the document. Workaround below.

For example, Joe sets up DocuGen for his team. Jessica, who is on Joe's team, clicks a button column to generate a document, but DocuGen sends the document to Joe instead of Jessica. Also, <<user_name>> placeholder may show "Joe" rather than "Jessica."

There are two possible reasons for this behavior:

1. Are you using Status or Date integration recipes? If your colleague is generating documents through a status integration or a date integration, DocuGen will send the generated documents to the person who configured the integration, and not to the person who triggered the integration.
   
   For example, you set up DocuGen to generate a document when the Status column changes to "Done." If your colleague Tim changes the Status to "Done", DocuGen will generate the document (as expected) but will send it to you instead of Tim.
   
   The workarounds for this are:
   1. Use a button integration recipe instead of status or date recipes.
      or
   2. Select a file column for document delivery instead of email.
      
      
2. Did you set up DocuGen for use by your team? If you created DocuGen integration recipes for your colleagues, the documents may appear as having been generated by you rather than your colleagues. This will happen if your colleagues have not previously created DocuGen integration recipes of their own. There is a fix for this issue (below.)
   
   For example, you set up DocuGen to generate a document when a Button column is clicked. If your colleague John clicks the button, DocuGen may fail to attach the document to a Files column or may send it to you instead of John.
   
   To fix this issue, ask your colleagues (such as John) to create a dummy DocuGen integration recipe on any board: monday.com will request that your colleagues authorize DocuGen to access the board; they need to click "Accept" or "Authorize". Nothing else is required. You can delete the dummy integration recipe and your user will start receiving the generated documents. 

Documents are not attaching to the Files column or the conversation feed

When you set up the DocuGen Settings to attach generated documents to a Files column (or conversation feed) on your board, monday.com will request that you authorize DocuGen to write information to your board. This is a one-time request. 

However, if another user uses the same DocuGen view to generate a document, and this user has never authorized DocuGen to write information to the board, the document will not be attached to the Files column (or conversation feed) and will be sent instead by email. 

In order to resolve this issue, the new user must do the following (only once):

1. Go to the DocuGen view on your board (or any other board)
2. Go to DocuGen Settings and toggle the option for "Attach to conversation feed":
   
3. Click "Accept" or "Authorize" on the confirmation screen

I am having trouble inserting images from my board into my document

There are some considerations you should keep in mind when inserting images into your document. 

Tables are not appearing properly in generated documents

If you're using the legacy <<table>> or <<table_start>> placeholders to insert tables into your document, make sure you insert the placeholders on a normal paragraph in your document template. There are some considerations related to using the <<table>> and <<table_start>> placeholders.

We recommend using the new, more powerful <<table_header>>, <<table_body>>, <<subitems_header>>, and <<subitems_body>> placeholders. Find out more here. 

Fonts are not appearing properly in generated documents

Please check our list of supported fonts here.

If your document template contains fancy or non-standard fonts, DocuGen may be unable to reproduce them accurately. To resolve this issue, make sure to 'embed' those fonts in your document template. Here is a Microsoft Support article on how to embed fonts into your document. To keep the file size smaller, you might also consider embedding just the characters you need:

Are you using monday.com in a language other than English?

We are aware of an issue with some languages: DocuGen Settings allow you to select which columns will appear in your document, but if your monday.com user interface is set to a language other than English, DocuGen may be unable to generate your document correctly.

Workaround: When you create your board or whenever you add new columns to your board, make sure you are on the English interface. Once you are done adding columns, you can switch back to your original language, and you can rename your column labels in any language.

I added DocuGen view to the board, but it keeps loading indefinitely

Please check the following:

1. Make sure your browser is not in incognito mode
2. Make sure you have not disabled cross-site (third-party) cookies in your browser security settings. Here are the instructions for Google Chrome and the instructions for Safari.

If you’re still facing issues, try using another browser or drop us a word at support@docugen.io.

The “Generate document” button is disabled

If the green “Generate document” button appears disabled (not clickable), check that your monday.com board is not empty (it should have at least one row), then refresh your page and check again.

Still no luck? Drop us a word at support@docugen.io.

The DocuGen integration recipe (button, status, or date) is not generating any documents

Documents generated by clicking a button column or updating a status column may take up to two minutes to appear.

If no documents appear after waiting a couple of minutes, check the following:

1. Do you have a DocuGen view under the board? DocuGen integration recipes require a DocuGen view to fetch the settings. Make sure that the DocuGen view is still available (not deleted and not renamed.)
2. To help troubleshoot the issue, consider using real-time progress monitoring.

The DocuGen integration recipe (button, status, or date) is not displaying the list of DocuGen views

When creating or editing an integration recipe, you should be able to see a list of DocuGen views to pick as the source of the settings:

If the recipe fails to display the DocuGen views you have on your board, you will need to perform a small fix. 

If you are creating a new integration recipe

Do the following before creating the new recipe:

1. Click on any of the DocuGen views for the same board
2. Allow the view a few seconds to load (this will allow DocuGen to update the list of views that it maintains)
3. Create your new recipe; you should be able to see the correct list of DocuGen views

If you are trying to edit an existing integration recipe

When you try to edit an existing DocuGen integration recipe, monday.com may sometimes prevent DocuGen from displaying the updated list of DocuGen views. The only workaround available currently is to delete the integration recipe and create a new one. We are working closely with monday.com to resolve this issue.

The DocuGen Settings tab is not loading; the waiting icon keeps spinning indefinitely

If your DocuGen view loads fine, but the Settings tab doesn’t, refresh the web page (from the browser) and try again.

DocuGen integrations give an error message {“message”: “Internal server error”}

This error message means you have not yet added DocuGen as a view on the board. You must add DocuGen view on every board where you intend to use DocuGen integrations.

Document consumption information in the Statistics tab is not accurate

We are aware of an issue where the consumption information appears larger than it should; we are working on fixing this. Please read the Statistics tab article to understand what the numbers represent.

The generated document is corrupted

If you are getting corrupted documents, the most likely reason is that the document name is larger than 160 characters. Please verify that the default document name is smaller than 160 characters. If you're using placeholders in your default document name, make sure that the values inserted when generating the document do not cause the document name to exceed 160 characters.

Images in my document template get disturbed

If your document contains static images such as your logo, make sure the images are inline with text. If you need to position your image at a specific location, use a table to do so. For example, if you logo must be at the top right corner of your document header, insert a two-column table in your header and place the logo image inline in the second column (you might want to align it right.)

Dates are shifted by one day

Depending on your time one, if your document template contains a placeholder representing a date column from your board, the dates may appear shifted by one day in your generated documents. This is because DocuGen gets date values from monday.com based on GMT time zone, regardless of your actual time zone. To fix this, simply enable the "Add time" toggle in your date column. Once you do so, dates in your generated document will match the dates appearing on your board.  

Note that enabling the "Add time" toggle does not retroactively apply to pre-existing rows: you need to enable it for each existing row. To make sure new rows have the "Add time" option enabled by default, you can change this in the column settings:

 

Still no luck? Submit a ticket at support@docugen.io and we will get back to you.