When a workflow stalls

A workflow is a chain: a connector brings work in, an orchestrator processes it, a person signs off anything that needs judgement, and another connector delivers it. When it stalls, the question is which link stopped.

Narrow it down first

1. Start at the far end

   Check the place the export connector delivers to. If the result is there, the workflow ran.

2. Look at Required Attention

   On your dashboard, an IntELIEDocs card lists documents that failed, are locked or are waiting for review, and an IntELIEKonnect card lists connectors that lost their connection or whose import run failed. Select a row to open the item.

   

   Required Attention on the dashboard with the IntELIEDocs card ringed, reading 10 issues, above cards for IntELIEKonnect, Knowledge Base and Voice IntELIEgence.

3. Find the document

   Open the orchestrator’s document list and select Refresh. The list never updates itself, so an old badge is the commonest false alarm. See Finding a document.

4. Read the Status badge

   The badge names the link that stopped. On Exception, Export Failed and Partially Exported, hover it for the reason.

5. If there is no document at all

   Nothing arrived. Go back to the import connector and read its Status and Engagement Status, then the orchestrator’s Import Channels tab.

Follow the chain back

Symptom	Where to look	Likely cause	Fix
Nothing arrived: no document in the orchestrator.	The connector's Status and Engagement Status, then Import Channels.	The connector is not both Active and Connected, or no channel reads Disconnect. Nothing is lost meanwhile: the first run after you fix it picks up what is waiting.	Bind an import connector, then Fetch now.
The connector reads Authentication Failed.	The connector's Configuration tab.	Its password or sign-in has expired or been changed.	Reconnect it. See IntELIEKonnect troubleshooting.
It arrived but was not processed: Processing, Password Required or Exception.	The document itself.	A locked PDF waits for Enter Password; a failed step ends in Exception.	Handling an exception and Password-protected PDFs.
It was processed but is waiting: Waiting for Review.	The document.	It needs a person. Mark as Reviewed stays greyed out while a required field is empty, and nothing is delivered until it is signed off.	Signing off and re-running.
It finished but was not delivered: Completed, Queued for Export or Export Failed.	Export Channels, then the export connector.	No live export channel, a batch still waiting for its schedule, or a connector that refused the document.	Import and export channels and Deliver now.

A connector whose sign-in stopped working: Authentication Failed, with Action required on its Configuration tab.

Enlarge

A quiet screen is not proof nothing failed

Some failures show no message where you are looking, so a calm page does not mean the work is still running. A document that finishes with no live export channel counts as a success: nothing is delivered and no error appears anywhere. Check Required Attention and the document's badge rather than waiting.

Next

• Watching a workflow run - where each stage shows while it works.
• Troubleshooting by symptom - indexed by symptom across the whole product.