Troubleshooting the Reader (deprecated version)


This article contains dated content. Please refer to the new Troubleshooting Workflows article for the most up-to-date information.

Below are some frequent topics related to troubleshooting the Reader.

Reader Bins & Queues
Applicants are not moving to desired bins
  • Navigate to the Audit Log for the record in question. When a record is moved manually, the name of the user who took that action will appear next to the activity. When a record is moved by a rule, that Rule will appear there. 
  • Check the Bin assignment rule in the Rules Editor to determine why the record is meeting the criteria to be in that Bin, and Check Logic on the exclusivity group as well if necessary. Take note of the Bin that the record was in before it was automatically moved--are the filters for "Bin" or "Workflow Bin" on the offending rule excluding that previous bin?
  • If an applicant has moved forward prematurely, check Applicant Status rules and Checklist rules. Are they missing materials that are set to Required for Reading? Did they qualify for the correct Checklist Groups?
I'm missing a bin in the Review Form/next Bin drop-down in the Reader
  • Check your Reader Bin Settings. Is the bin selected in the Next Bins Insert setting? If not, add it and click Save.
The column headers in Reader are not displayed as expected
  • Make sure your Default Query is set to the Reader folder and marked to share with other users.
  • Have you adjusted the width of your export column headers? e.g. Name: 100px
My preset filters are not appearing in the drop-down of filters in the Reader
  • Check your preset filter query. Is it saved to the Reader folder?
  • Does your query have the base of Applications?
Readers cannot see files in their queues
  • Check your Reader permissions and Reader Bins for custom read permissions.
  • Check your Query Bases to ensure they are set to the Reader.
Readers can not add files to their queues
  • Check to see if this is happening in a particular bin or set of bins.
  • Go to your Reader Bin settings and see if the bin(s) are set to Locked. If so, set them to Unlocked.
Readers are not getting system Reader queue notification emails
  • Check your Reader Bin settings to ensure that Queue Notifications is set to Active.
  • Check your System folder in Deliver to ensure that your Queue Notification email is set up.
Reader Tab Groups and Materials
Some of my Reader Tab Groups and Materials are not appearing in the Reader
  • Make sure they’re set to Active and set to the proper Type (e.g. Materials, Application/Dashboard, etc.).
  • Check to see if your Reader Tab Materials and/or Tab Groups are set to the correct base.
  • Check for any filters that may be on your Reader Tabs. If a tab doesn't exist, the record does not meet the filter criteria on that tab. If a tab is grayed out, that means that the record meets the criteria to have the tab displayed, but either doesn't posses any of the materials set up within the tab or does not meet the filter criteria for any of the material stream types within that tab.
  • Rebuild the filters for Reader Tab Groups and Reader Tab Materials outside of the Reader in the query tool. Determine which filter criteria applicants are not meeting.
  • If a material on the applicant's record is missing, ensure that the missing material is a material of the correct scope, and, if an application-scoped material is not appearing, confirm that the material is associated with the same application being viewed in the workflow. If an Auto PDF/Custom PDF/Form is missing, see below.
My Reader Tab Material for the Dashboard is not appearing in the Reader
  • Check your Dashboard Tab Material to ensure it’s pulling the correct PDF Template.
  • Check the mappings on your Dashboard PDF. If your merge fields are incorrect, values will not export to the PDF. If no values are exporting to the PDF, the PDF will not load in the Reader. A simple way to test this would be to add a Name or Round field to your Dashboard.
Applicants are unable to download their application
  • Make sure that you have a Reader Tab Group and Reader Tab Material set to a Type of Applicant PDF Downloaded for the application.
Applicant Portfolios are not appearing in the Reader
  • Make sure you have a Reader Tab Group with a Type of Portfolio and that it is set to Active.
  • Make sure your test record had a Portfolio on file for testing.
How can I get Interactions or Watch Flags to appear in the Reader
  • Interactions/Activities that you wish to display in the Reader should be set to “Show in Reader.” This does NOT automatically set them to display in the Reader like a Tag. Proceed to Step 2.
  • Insert an Activity/Interactions page under Reader Tab Materials. Create a Reader Tab Material with Type of Comments from Activities/Interactions. This will insert an Auto-PDF in the Reader Tab Group specified and will display interaction codes and comments.
I can’t print a material/decision letter.
  • Make sure the materials are set to an Administrative PDF Download type. If not, you will need to create them.
  • Note: When you add a custom Admin PDF Download, this will clear the default download list. You will then need to create an Admin PDF Download Reader Tab Group and Reader Tab Material for each material that you wish to download.
Reader Review Forms
The Reader Review Form is not appearing in the right bin
  • Make sure your form is assigned to the proper bin in Reader Review Form settings.
  • Check the Reader Review Form “Into Bin” setting. If “Into Bin” is set to a bin, the form will only appear if that bin is selected in the Review Form/Send to Bin drop-down menu in the Reader.
  • Check to see if there is conditional logic on your Reader Review Form in the Reader Review Form settings.
The Calculations on my form are not adding up as desired
  • Check the fields that are included in your calculation formula on your Reader Review Form. Make sure the Data Type is set to INT or Real.
  • Check your field calculation formula(s). Make sure you include the @ symbol in front of each export key.
  • Confirm that, if using default value formula or have set a default value for a field, the form is only accessed once per user. Default value formulas will only set a value the first time a form is submitted by a user. For the formula to work multiple times per user, a calculation formula is a better method. 
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