--- title: "Troubleshooting" url: "https://docs.signnow.com/docs/salesforce-troubleshooting" type: "page" section: "Integrations" slug: "salesforce-troubleshooting" --- # Troubleshooting # Troubleshooting This section covers common issues you may encounter when installing, configuring, and using the SignNow integration for Salesforce, and provides steps to resolve them. ## Installation For setup instructions, see [Installation](/docs/installation). | Issue | Solution | |---|---| | SignNow doesn't appear in Installed Packages | The installation process may take several minutes. Refresh the page — SignNow should appear once installation is complete. | | SignNow Set permission set is not visible | Confirm that the SignNow integration package has been installed. Go to **Setup > Installed Packages** and check that SignNow is listed. | --- ## Authorization For setup instructions, see [Installation](/docs/installation#access-your-signnow-account). | Issue | Solution | |---|---| | Can't log in to SignNow from Salesforce | Clear your browser cache and cookies and try again. If the issue persists, try a different browser. Check that third-party cookies are not blocked in your browser settings — the SignNow authorization flow requires them. | --- ## Templates For setup instructions, see [Templates](/docs/templates). To learn how team folders work in SignNow, see [Installation](/docs/installation#team-folders-in-signnow). | Issue | Solution | |---|---| | "Document group template not found" error | The template is stored in a personal Templates folder and is only accessible to its owner. Move the template to the **Templates** folder in the Salesforce integration team. | > When creating templates for use in Salesforce integration, always store them in the **Templates** folder in the Salesforce integration team, not in a personal Templates folder. --- ## Custom links For setup instructions, see [Custom links](/docs/custom-links). | Issue | Solution | |---|---| | The custom button is not visible on the Salesforce record page | The button was created but not added to the page layout. Go to **Setup > Object Manager**, select the object, click **Page Layouts**, and open the relevant layout. Locate the button under **Mobile & Lightning Actions**, drag it to the page, and click **Save**. In Salesforce Classic, navigate to **Buttons** and drag the button into the **Custom Buttons** section. | | The custom button doesn't work as expected | The **Enter the object name** field in the Custom Links configuration requires the API name of the object, not its display name. To find the API name, go to **Setup > Object Manager**, select the object, and check the **API NAME** column. | --- ## Document storage For setup instructions, see [Document storage](/docs/document-storage). | Issue | Solution | |---|---| | Documents sent from Salesforce are not saved to the expected folder | The default save location may have been changed. In SignNow, go to **Private Teams**, select **Salesforce integration**, and click the gear icon. Under **Document Settings**, check the folder shown next to **Save documents by default to** and click **Change Folder** to update it. | | Signed documents are no longer uploaded back to Salesforce | First, check that saving completed documents is enabled in your settings (see [Document storage](/docs/document-storage)). If the setting is enabled and documents still don't sync, the sender's Salesforce connection may need re-authorization: see [Document status updates](/docs/salesforce-troubleshooting#document-status-updates). | --- ## Permissions For setup instructions, see [Installation](/docs/installation#assign-the-permission-set-to-users). | Issue | Solution | |---|---| | A user can't see the SignNow button or access the SignNow app in Salesforce | The **SignNow Set** permission set has not been assigned to this user. Go to **Setup > Permission Sets**, open **SignNow Set**, click **Manage Assignments**, and add the user. | --- ## Document status updates To learn how to track invite statuses, see [SignNow Invites Status widget](/docs/salesforce-invites-status-widget). | Issue | Solution | |---|---| | The document status is not updated in Salesforce after signing (e.g., in the Invites Status widget) | This happens when the signer's email address matches the sender's email address. In this case, the `document_group.invite.signed` webhook event is not created for that recipient after signing, so the status update never reaches Salesforce. Use a plus alias for the recipient's email address, e.g., `john.smith+1@company.com` instead of `john.smith@company.com`. Emails sent to the alias are delivered to the same inbox, and the document status updates correctly. | | Signed documents are not attached to the Salesforce record, and the status is not set to fulfilled | The Salesforce connection of the user who sent the documents is no longer authorized: Salesforce has revoked or expired that user's token, so when signing completes, SignNow can't open a Salesforce session to attach the signed file and update the status. Ask the affected user to log out of the SignNow app in Salesforce and re-authorize it, then send a test document. Note that records affected while the connection was broken are not synced retroactively and must be updated manually. If re-authorization doesn't help, update the package to the latest version from [AppExchange](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000B5E7FEAV) (see [Installation](/docs/installation)). | --- ## Apex actions For setup instructions, see [Integrate eSignatures into Salesforce Flow with Apex Actions](/docs/salesforce-apex-actions). For document generation actions, see [Generate and Send Document via SignNow](/docs/apex-generate-and-send-document) and [Generate Document via SignNow](/docs/apex-generate-document). | Issue | Solution | |---|---| | A SignNow Apex action in a flow is not triggered | Check the following settings:
• The **Integration User ID** in the SignNow custom settings must be set at the organization level, not for a specific user. Go to **Setup > Custom Settings > SignNow Settings**, click **Manage**, and make sure the Integration User ID is entered in the **Default Organization Level Value**, not in a user-specific entry.
• The `universal_signnow_rss` remote site must be active. Go to **Setup > Remote Site Settings**, find **universal_signnow_rss**, and make sure the **Active** checkbox is selected. | | Tags are not filled in the generated document | Tags are **case-sensitive** and must match the Salesforce field's API name exactly: `{{Owner.Name}}` is filled with data, while `{{Owner.name}}` stays unfilled. Also, make sure every field referenced in the template is included in the SOQL query. To verify field names, insert the `{{toJson($sysConstants)}}` debug tag anywhere in the template — the generated document will output the entire data payload with the exact field names, which you can copy into your tags. | | A `numFormat()` tag is not formatting the number (renders raw or stays unfilled) | The `numFormat()` format pattern must be wrapped in Word-style curly quotes (`‘` and `’`), for example `{{numFormat(TotalPrice, ‘$#,###.00’)}}`. Straight quotes (`'`) and backticks (`` ` ``) are not recognized. Type the tag directly in the .docx template so Word converts the quotes to curly quotes automatically, rather than pasting it from a code editor where the quotes stay straight. | --- ## Document generation templates This section covers templates uploaded to **SignNow Admin Tools > Document Generation**. For setup instructions, see [Document generation](/docs/salesforce-document-generation). | Issue | Solution | |---|---| | A template's status is **Failed** after upload | The tag check found a problem in the .docx file. The error message shown with the status names the issue. Correct the tags in the .docx file and upload it again. Templates are validated at upload, so a template that is not **Ready** cannot be sent. | | A template does not appear in the picker when configuring a custom button | Only templates with the **Ready** status can be selected. Check the status on the **Document Generation** page and fix any reported tag errors first. | | Tags are not filled in the generated document | Tags are **case-sensitive** and must match the Salesforce field's API name exactly: `{{Owner.Name}}` is filled with data, while `{{Owner.name}}` stays unfilled. Unlike the Apex document generation actions, this path has no SOQL query: tags bind by name against the record the document is generated from. Insert the `{{toJson($sysConstants)}}` debug tag anywhere in the template and generate the document once to see the exact payload and copy key names from it. | | A tag inside a table row stays empty | Item fields must belong to the child record itself. Unlike the Apex document generation actions, where the subquery decides what a row contains, a child collection here resolves one level deep, so a related record's field cannot be reached from inside a table row. For example, in an `OpportunityLineItems` table, `{{Name}}` returns the product name, while `{{PricebookEntry.Name}}` stays empty. | | A `numFormat()` tag is not formatting the number (renders raw or stays unfilled) | The `numFormat()` format pattern must be wrapped in Word-style curly quotes (`‘` and `’`), for example `{{numFormat(TotalPrice, ‘$#,###.00’)}}`. Straight quotes (`'`) and backticks (`` ` ``) are not recognized. Type the tag directly in the .docx template so Word converts the quotes to curly quotes automatically, rather than pasting it from a code editor where the quotes stay straight. | | A recipient's fillable fields are not assigned | The role name in the field tag's `o:"Role"` parameter must match a role defined in the document flow. Role names cannot contain spaces: use `SalesManager` instead of `Sales Manager`. | | Document generation fails when a user clicks the custom button | The user sees an error message with a process ID. Note the process ID: it identifies the failed generation when the issue is investigated. | --- ## Email attachments | Issue | Solution | |---|---| | The email attachment name doesn't match the document group name set in the document flow | The **Document completion email attachments** setting is set to **Include signed documents**, which attaches each document separately using its own name. To receive a single PDF named after the document group, go to your SignNow **Admin Settings > Workspace Settings > Emails Settings > Document completion email attachments > Change** and select **Include signed documents with document attachment**. This is an organization-level setting. If you don't have access to Admin Settings, contact your SignNow organization admin. | --- *Full page: https://docs.signnow.com/docs/salesforce-troubleshooting*