Archive: Process Manager Knowledge Articles

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. 

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.    

IssueThe Process map and Procedure tabs may appear empty following Publishing of a Process.The message No activity steps have been added to this Process yet may be displayed on the map page. ResolutionClear the output cache for the site by appending /admin/api/clearoutputcache to their site URL.https://<CustomerSiteURL>/admin/api/clearoutputcache 

Issue When the export of the Improvements register is exported to CSV file, you may not be able to filter on all the data exported   Resolution Check the data for email type content that as filled over multiple rows.  Removing these extra rows will allow the spreadsheet to be filtered.    

IssueThere is no option to reset the password either through the users profile or from the Admin > Manage Users page ResolutionWhen Single Sign on is set to 'required' there is no option to reset the password as this is the responsibility of your Identity Provider.   

IssueYou may run into an issue where the picture doesn't upload correctly into the PowerPoint ResolutionOnce you download your Process Map, right-click > Open with Internet Explorer >  right-click on the map and Internet Explorer will allow you to save the image as PNG file.OrUpdate your Microsoft Office to a newer version of Office 2016.  Additional InformationWhy is this happening? - Because we download the Process map as an SVG file. Older versions of Office do not support SVGs.Here are the steps you can take to download your Process Map into a PowerPoint:- Navigate to the Process Map that you are exporting - Select the Download icon in the top right corner - This should download your Map. - In your PowerPoint, go Insert --> Pictures --> Insert the picture you just downloaded. Related LinksPowerpoint 2016 SVG fails to import correctly 

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.   

IssueProcesses that are linked in a Decision link are showing on the Process map and in the Procedure view as Unassigned ResolutionEdit the Decision link and assign a role to the Process in the Decision Link 

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.   

IssueThe following errors may occur when going to the Map Tab of a Process in your Nintex Promapp site:'Whoops Something went wrong' Page is shown when the Process first attempts to load 'Contact your Promaster' error message is given when trying to move from the Procedure or Edit tab to the Map tab ResolutionEdit the Process: Navigate to another Process that doesn't have the error Switch to the Prodedure tab of this Process Navigate to the Process with the Error - this should now open successfully on the Procedure tab Switch to the Edit tab Check for reasons that the map may not be able to draw e.g.: Check that the decision is linked to an activity - this will show with a blue line on the left hand side against both the decision and the next activity as pictured below: If the activity below the decision has no blue line this will need to be resolved.   Drag the activity that should be linked to the decision to above the decision link, and then drag it back into position below the

IssueA Customer would like information contained in two different reports to be shown in one report ResolutionThe best way to do this is to export the two reports to Excel, then use a Vlookup or other excel tools to compare the data in the two reports.   

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”) 

IssueA role may appear twice associated to the same Activity in a Process. ResolutionSwitch to the edit tab of the Process Edit the Activity that has multiple roles associated to it Remove all the roles from the Activity and save Add the correct roles to the Activity and save Additional InformationThis may happen following a role merge depending on the state of the Process at the time. 

IssueWhen exporting reports to Excel/CSV file, it may appear that the file has actually exported as a txt file ResolutionEnsure your computer settings are set to open csv files using Excel by default. 

IssueThe Contact Support live chat window does not open after the Loading message goes away ResolutionThere is a slight pause while it gathers information from your Nintex Promapp session to help our support agents.  This seems to take slightly longer in Firefox than in other browsers.  Wait some extra time, and if it still hasn't opened, chose a different browser.Alternatively email Nintex support using support@nintex.com.  

IssueA Site Certificate Error may be displayed by your browser when attempting to access your Nintex Promapp Site. ResolutionCheck the URL you are using is correct.  It should start with the following following by your tenant name - it should not include 'www'.https://au.promapp.com/ https://eu.promapp.com/ https://us.promapp.com/ https://ca.promapp.com/ https://demo.promapp.com/ 

IssueWhen adding new activities to a Process, the new activities may not be shown when changing to the timeframes section ResolutionRefresh the Browser window, and the new activities will be included. 

IssueWhen accessing Nintex Promapp using Single Sign On users are forced to login using their Domain login each time.   ResolutionThese settings are controlled by the Identity Provider.  Contact your organisations IT team to change the setting that is requiring a forced login for the SSO application. 

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. 

IssueClients may write in with Nintex Promapp methodology questions.Examples:Why can't I loop to another activity in the Process from a decision? Go to a activity further in the process from a decision Wants to add many activities following a decision ResolutionFor basic questions, we can answer to the best of our ability.  It pays to point them towards this Process Writing help page https://help.promapp.com/help/Process/Minimode/Permalink/HffVjHfduAQwtkWzeu153aLearn.nintex module that covers this aspect #3 Capture exceptions and variations.   https://learn.nintex.com/promapp-for-process-authors-engaging-process-writing-techniques/278186/scorm/1rsde730x626cAny more complex queries should be directed to their CSM.Decision Loop support:Nintex Promapp does not support decision flows that loop back to another activity in the process.  This is a deliberate restriction in Nintex Promapp as we believe that this type of flow makes the process difficult to understand.  We recommend breaking com

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. 

IssueThe Nintex Promapp reports may not be populated with any data and filters may be not be available. ResolutionHold the control key and press F5 to clear cache for the page and re load the page. 

IssueWhen using Highlight changes to compare an In Progress Nintex Promapp Process with additional groups, it may show the additional groups as removed (highlighted red and crossed out). ResolutionAlthough the additional groups are shown as removed, on publishing the additional groups remain properly linked.   Additional InformationThis is a known defect. 

IssueThe Nintex Promapp pages are showing with areas blocked out an example is below: ResolutionClear Browser cache and Browser history Log out ofNintex  Promapp and close Browser Restart Browser and Log back into Nintex Promapp 

IssueA user that has been disabled in the Nintex Promapp site may still be receiving risk signoff notification emails. ResolutionFind the Risks the user is still associated with and remove the user as a Sign off user:Go to Admin > Users Select Display Inactive Users from the Cog wheel menu Find the user in the list and select the edit pencil Select the Transfer button beside Risks in the Ownerships & Rights panel Note the Risk Treatment numbers Navigate to the Risk Register Search for the Risk Treatment numbers Edit the Risk treatment Remove the user from being a Sign Off user for the Risk.