Archive: Process Manager Knowledge Articles

IssueThe On Premise Nintex Promapp upgrade for a client fails with errors when running the SQL migration scripts.  ResolutionCheck if their SQL server meets the minimum specifications included in their upgrade package (Currently SQL Server 2017).  If this is correct, ask them to run the following commands on their Nintex Promapp Daabase: SELECT compatibility_levelFROM sys.databases WHERE name = ‘Promapp_database_name_here’; If you see anything less than 130 in the output, the following should be run:ALTER DATABASE [Promapp_database_name_here] SET COMPATIBILITY_LEVEL = 130 At this point the compatibility level should be right. They can then retry the scripts that are failing.  

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.   

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.   

IssueA Nintex Promapp Process Group has no Viewing Permissions assigned and is visible to all users. ResolutionAssign a viewing permission to the group:Right click on the group in the black navigation pane Select Edit Viewing Permissions Select General or other viewing permission from the list Select the Add button Select Save 

IssueDocuments included in unpublished Processes cannot be archived.  Resolution1. Publish the process2. Edit the document and select archive from the cogwheel menu Additional InformationThis may have occurred due to a change in the Process Approval workflow mode leaving some documents in this state or similar.  

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. 

Issue An orange alert may show when entering a name into a Nintex Promapp Process.    Resolution This alert means that the user name hasn't been found in the user list.   Additional Information Sometimes this will show briefly while the user list loads.    

IssueTodos that are included in a Process that is archived may not be removed from the My Todos dashboard. ResolutionRestore the Process from the archives Remove the @todos from the Process Save & Publish the Process Select Archive from the cog wheel menu 

IssueNintex Promapp Process tasks by show as overwriting each other in the Procedure view.  As pictured below: ResolutionEdit the Process and either remove the empty task or add @todo text or similar to the task.  

IssueThe Nintex Promapp Process Changes not yet Viewed Report may show Processes not on the users Dashboard ResolutionThese changes may have occurred before the user was added to Promapp.  In this case the notifications are not generated however if the Processes haven't been viewed they will be included in the report.   

IssueCan’t create checklists or Checklists can’t be listed ResolutionUser not authenticated with ChecklistService, receives 401 error responseYou can verify the 401 response by checking the Network tab of the browser dev toolsHas their Promapp session expired? If so, the client application will not have a valid access token.  Request the user to login to Promapp again.Has the user data not been synced correctly?  If the user data has not synced correctly between Promapp and Checklist then authentication issues will arise.Toggle the checklist service off then on, this should resync all user data 

IssueSome Processes may be missing from the Process Hits report ResolutionWhere a date filter has been set, the Processes with no hits during the set time period will not be included in the report.   

IssueThe following error message is displayed even though the Browser is IE 11:Unsupported Browser Detected: Internet Explorer 7  ResolutionEnsure that promapp.com is not included in the compatibility view settings.  For On Premise clients ensure the Display intranet sites in compatibility mode option is unticked.    Additional InformationThese settings may be controlled by a group policy.  You may need to contact your IT team to adjust this setting. 

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 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.   

IssueImages included in Nintex Promapp Processes are small when expanded.   ResolutionUpload a larger image to Nintex Promapp using the Replace with New Version option in the Process. 

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. 

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. 

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

IssueWhen trying to delete a global variation, user gets error "...currently has variation processes that have been changed from standard process. It can not be deleted." ResolutionRevert the variation in question back to STANDARD. You should then be able to delete. Error Code"...currently has variation processes that have been changed from standard process. It can not be deleted." Additional InformationThe process where the variation was reverted away from STANDARD could have been archived, so check archived processes as well. 

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. 

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. 

IssueSingle Sign On authentication fails with the following error in the error logs: 2019-04-15 18:31:24.2538 [46] [ERROR] [phsa] [] [] [Promapp.Controllers.SamlController] Saml Authentication failed System.NullReferenceException: Object reference not set to an instance of an object.at Promapp.Common.Saml.SamlResponse.get_NameId()at Promapp.Controllers.SamlController.Authenticate(String samlResponse, String relayState) ResolutionEnsure that the LDAP claim attributes have been chosen from the dropdown list rather than typed into the boxes.They should look as per the below screen capture, including the hyphens.    Additional InformationThis affects clients using ADFS as their Identity Provider.Section 3 of this help article covers the claim mapping. https://help.promapp.com/help/Process/Minimode/Permalink/GdXHH8hQ2AHupsoFNdXUPw