Archive: Process Manager Knowledge Articles

IssueA system that was assigned to an activity swimlane may be shown as 'Unassigned' in the Print version of the Process. ResolutionPublishing the Process should resolve this issue. 

IssueThe following error may occur when attempting to launch Nintex Promapp from within Azure 'My App's'Unauthorised Access ResolutionNintex Promapp does not support launching from within Azure.  To use your Promapp site you must go to your sites URL and log in using Single Sign On from there.   

IssueThe following error may be received when trying to access a Nintex Promapp Process, from either a link you have been given or a link on your recently viewed list within the Application.Whoops something went wrong ResolutionThe following reasons may result in this error message being presented:The Process has been archived  The Process has been placed in a group with viewing permissions that you don't have Additional InformationIn these two situations if you are a Promaster you will still be able to open the link.If you are a Promaster and cannot open the link, clear your browser cache. 

Issue When using Nintex Promapp the Logout option may be missing   Resolution When Single Sign-on mode is set to required there is no Logout option. All authentication is controlled by the Identity Provider, if a user is authenticated to their IdP, then access to Promapp will be granted.  If not an Unauthorised Access message will be given.    

IssueA Nintex Promapp Process has been published when it should not have been. ResolutionThere is no way to un-publish a Process. If the Process has been published previously you can restore to a previous version from the Change Log.If the Process has never been published before you can copy the Process, and archive the old Process.  Additional InformationCopying the Process will lose any change log history. 

IssueThe icons for Processes, home, and other buttons around the Nintex Promapp application icons are showing incorrectly. ResolutionHold down the control key and press the F5 key at the same time.  This should clear the cache for that page and return the icons as expected.  Alternatively clear your browsers cache & history. 

IssueThe Nintex Promapp site may not respond, show a spinning wheel or provide error messages suggesting you need to log in again. ResolutionOpen the Promapp site in a new tab in the same browser Log into Promapp  Go back to the original tab Refresh or try the action e.g. save that you had tried previously Additional InformationYour Nintex Promapp session will expire or time out after 4 hours of inactivity.   

IssueA Document may still be in Awaiting Approval state even though all approvers show that they have approved the document ResolutionThis may occur if a user required to approve the document is deleted.  Upload the document and submit for approval again to restart the approvals process with just the users currently required to approve. 

Issue A Nintex Promapp Process gives the following error when attempting to archive:   Resolution Check the Process Dependencies section for all Processes that are linked from this Process or to this Process. Remove all links from the Process you wish to archive and the Processes that have links to this Process Save & Publish all Processes that have had links removed Archive the Process   Additional Information If the process is unpublished (version 0.x) than the process will need to be published before the links are fully removed.   

IssueA Process that has been Declined during the Process Approval stage may have been published. ResolutionThere are several reasons the Process may have been published:The Approval process may have been bypassed using the Publish Now button on the dashboard A global replace of Owner or Expert may have been completed, any In Progress changes will be published A Process may have been moved through Admin > Manage Groups - Any In progress Processes may be published. Additional InformationIf a Process is Unpublished (Never before been published versions 0.x) a Global Ownership change or Process Move wont Publish the Process. 

IssueNintex Promapp System Tags may not be updated following the Re-Indexing running. ResolutionEnsure the tags are separated by a semi colonNavigate to Admin > Systems Select the Edit pencil beside the tag that has not updated In the Tags section check each tag is separated by a semi colon 

IssueDashboard notification emails are not being received by any users Resolution1. Login to AWS Cloudwatch and search the logs for the tenant2. Refine the search by adding 'Dashboard' (case sensitive)3. You will find a line like this:2019-06-01 07:04:45.5744 [28] [INFO] [NOTENANT] [] [] [Promapp.Bll.Dashboard.Notifications.DashboardEmailNotificationsRunner] Finished Send Dashboard Email Notifications for tenant essex. 1827 emails in 274 seconds.4. This indicates that the emails were sent. 5. Suggest the client contact their IT team and white list promapp-noreply@promapp.com.au and also investigate as to why they aren't receiving the emails.   

IssueWhen using Nintex Promapp the Logout option may be missing ResolutionWhen Single Sign-on mode is set to required there is no Logout option. All authentication is controlled by the Identity Provider, if a user is authenticated to their IdP, then access to Promapp will be granted.  If not an Unauthorised Access message will be given.   

IssuePrinting a Nintex Promapp Process from PDF to One Note truncates the top of the file. ResolutionSelect the option Fit to Page from the Print options menu. 

IssueWhen selecting a Process included in an Onboarding plan, either from the My Training dashboard or the Onboarding plan, the following message may be received:Unauthorised Access ResolutionThe Process should be Published to allow users access to it. 

IssueThe following error may occur when attempting to save a Process that has a Risk Treatment attached to one of the Activities:An unknown error has occurred. Contact your Promaster.   ResolutionGo to the Risk Treatment in the Risk Register and edit it Change the Process the Risk Treatment is linked to & save Change the Risk Treatment to link back to the correct Risk Treatment & saveThis should restore the link and allow the Process to be saved.   

IssueThe following error may be received when attempting to upload a video of video file typeVideos must be uploaded as a video type ResolutionVideos can only be uploaded as a Video document type.  Ensure that the document type is set to Video. 

IssueThe following error will be recieved when trying to open a linked video.Media error: Format(s) not supported or source(s) not found Error CodeMedia error: Format(s) not supported or source(s) not found ResolutionFind the location of the video you wish to attach and update it in the document library.  Additional Informationif this does not work, Update the Windows Media Feature Pack and also check for any updates on your machine.   

IssueSingle Sign On set up with ADFS may be requesting a user to enter their credentials every time they attempt to use Nintex Promapp with SSO even if they are connected to the domain. ResolutionInternet Explorer - add federation site as a local intranet site in IE which can be done via group policy.Chrome - Add Windows Integrated Authentication. You can add the following using PowerShell on the ADFS server using the following cmd Set-AdfsProperties -WIASupportedUserAgents ((Get-ADFSProperties | Select -ExpandProperty WIASupportedUserAgents) + “Chrome”) 

IssueThe Chat with Support box is covering the Save buttons on a Process ResolutionTurn the live chat box off by selecting the option Hide Support Chat from the Help menu.If you wish to chat with support you can do so by selecting the option Show Support Chat from the Help menu.    Additional InformationThis occurs for users using a smaller screen, e.g. a small laptop screen only. 

IssueThe error Invalid email address may be presented when an email address with an undersocre or other special characters in the prefix is used ResolutionThis is a current known issues that will be addressed in a future release.  Contact Nintex support who can request this email address is added against that user for you. 

IssueA Role may duplicated for an activity on a Nintex Promapp Process Map or Procedure view. ResolutionRemove the role from the Process where it is duplicated- Publish the new process Re-add the role to the Process Publish the Process again Additional InformationThis may occur after roles have been merged 

IssueThe Change Log is not showing for all Processes  ResolutionThe Change Log is only visible on the Map view of the Processes.  If you are viewing the Procedure view, change to the Map view to see the change log.   

TopicDoes the server name need to be exact a Nintex License file? InstructionsYes the servername has to be named exactly as it is on the licence file. Additional Information  Related Links  

Issue:The following error may be received when provisioning users on OKTA when using SCIM. Error:Internal Server Error.  Error reported by remote server.  User creation Unsuccessful. Resolution:1. Navigate to Admin > Configure > Security.2. Update the Password Strength to a value of 5 Additional Information:Although in OKTA the password syncing may be unchecked, Promapp is still performing a check on this setting and providing an error when the password sent from OKTA does not meet the password complexity settings in Promapp.