Troubleshooting Release 8 This guide is review of troubleshooting techniques for Conga Composer® solutions. Contact Support: [email protected] Americas (866) 502-3334 (toll free) (303) 465-1616 EMEA +44 20 3608 0165 APAC +61 28 417 2399 © 2014 Conga. All Rights Reserved. Conga, Conga Suite and Conga Composer are all trademarks or registered trademarks of Conga, as are other names and marks. All other trademarks or registered trademarks are the properties of their respective owners. Troubleshooting Guide Contents Why do I see the “Conga can’t communicate with Salesforce” error? .................................................... 3 How do I default the output to PDF? ..................................................................................................... 3 How do I get Conga Composer to automatically attach a copy of the output file? .................................. 3 How do I select more than one template? ............................................................................................. 3 What common issues occur with Internet Explorer? .............................................................................. 3 What common issues occur with Firefox? ............................................................................................. 3 What common issues occur with Safari? Chrome? ............................................................................... 4 Why don’t my templates show? ............................................................................................................ 4 Why do the templates appear only for the administrator but none of the end-users? ............................. 4 Salesforce Reports .................................................................................................................................. 5 Salesforce Reports return error (“(500) Internal Server Error.”) ............................................................. 5 Data appears on the ReportDataX dataset for some users, but not others. Why? ................................. 5 Microsoft Word Templates ....................................................................................................................... 6 How do I format a currency field? ......................................................................................................... 6 How do I format a date field? ................................................................................................................ 6 How do I remove the time portion of a Date Time field? ........................................................................ 6 Fields don’t populate with expected data .............................................................................................. 6 General Disclaimer .................................................................................................................................. 9 ©2014 Conga Release 8 2 Troubleshooting Guide Here are a few common challenges and how to resolve them. Why do I see the “Conga can’t communicate with Salesforce” error? • Ensure “Lock Sessions to IP Address from which they originated” is disabled (Setup | Administration Setup | Security Controls | Session Settings) • Verify that the Session Timeout value is at least 30 minutes • Ensure the Conga Composer URL contains an “&Id=” parameter and that it is set to a valid Id • Don’t try to “Preview” a Conga Composer button. You must click it from a Salesforce record How do I default the output to PDF? Include the “&DefaultPdf=1” parameter (if you want to give the user the change to override) or “&FP0=1” to force the output to PDF. How do I get Conga Composer to automatically attach a copy of the output file? Include “&LG4=1” and “LG3=2” parameters. LG4 enables “automatic logging” and LG3 indicates to attach the file. How do I select more than one template? Either include the “&SelectTemplates=1” parameter or list multiple templates on the "&TemplateId=" parameter. What common issues occur with Internet Explorer? Occasionally, we’ll see an issue with IE in which cookies are not consistently stored, resulting in a “Session Expired” message. The best solution is to reset the browser by clearing cookies. What common issues occur with Firefox? None. Firefox is our preferred browser and it works really well with Conga. ©2014 Conga Release 8 3 Troubleshooting Guide What common issues occur with Safari? Chrome? Both Safari and Chrome work best when running Conga Composer as an inline button rather than as a pop-up. The reason for this is that as a pop-up, Safari and Chrome prevent Conga from updating the underlying window (Salesforce). Why don’t my templates show? The most common reason that templates in the Conga Template Manager don’t show in the Conga Composer dialog box is because the Template Manager must be enabled on the Setup page (from the Conga Mail Merge tab). Why do the templates appear only for the administrator but none of the end-users? The most common reason why templates stored in the Conga Template Manager appear for system administrators, but not for end-users, is that the Conga Template Manager custom object was not deployed. Verify that this setting is enabled on the custom object properties page. ©2014 Conga Release 8 4 Troubleshooting Guide Salesforce Reports Salesforce Reports return error (“(500) Internal Server Error.”) • If using a Custom Report Type, ensure it is set to “Deployed” and not “In Development” • Ensure the user’s profile has the following permissions: “API Enabled”, “Run Reports” and “Export Reports” • Ensure the user has at least Read access to the folder that contains the Report Data appears on the ReportDataX dataset for some users, but not others. Why? Usually this is caused by a folder restriction on the Conga Composer Reports folder. Verify that all users have at least Read access to this folder on the Reports tab. ©2014 Conga Release 8 5 Troubleshooting Guide Microsoft Word Templates How do I format a currency field? Add a “picture switch” to the field. To do this: 1. Right-click and choose “Toggle Field Codes” 2. Remove “\* MERGEFORMAT”, if it appears 3. Include a picture switch such as "\# Currency" or "\# $#,##0" How do I format a date field? Add a “picture switch” to the field. To do this: 1. Right-click and choose “Toggle Field Codes” 2. Remove “\* MERGEFORMAT”, if it appears 3. Include a picture switch such as "\@ MM/dd/yyyy" or "\@ dd-MMM-yyyy" How do I remove the time portion of a Date Time field? Add a “picture switch” to the field. To do this: 1. Right-click and choose “Toggle Field Codes” 2. Remove “\* MERGEFORMAT”, if it appears 3. Include a picture switch such as "\@ MM/dd/yyyy" or "\@ dd-MMM-yyyy" Fields don’t populate with expected data Verify that the field name (in Word templates: not the field label), matches the column headers from the View Data workbook ©2014 Conga Release 8 6 Troubleshooting Guide Know Your Limits The below table summarizes the limits for each Conga product. Conga Composer® Maximum Reports per Composer solution 50 Rows per Report 2,500 Rows per Composer solution (all Reports and Queries combined) 25,000 Queries per Composer solution 50 Rows per Query 2,500 Template Size 10 MB Number of Templates per operation 10 Aggregate Template Size (when specifying multiple templates to use in the merge process) 20 MB Aggregate Output Size 40 MB Columns per worksheet in View Data workbook 256 ® Conga Mail Merge Limits Maximum Reports per Mail Merge solution 1 Rows per Report 5,000 Template Size 5 MB Output File Size 40 MB Documents per batch (Master records) Conga Query Manager SM 1,000 Limits Maximum Rows from an Aggregated (SUM, COUNT, etc.) Query. Aggregate or Offset queries are limited to 1,000 rows. 1,000 Rows of data from a Query Variable (QVar) 50 ® Conga Conductor Limits Maximum Records in a Conga Conductor batch 50 records for consolidated output. 500 records for distributed output. ® Conga Workflow Limits Maximum Conga Workflow transactions 500 per day ® Conga Courier Limits Maximum Conga Courier Schedules 200 Recipients for a Courier Schedule 25 Output file size 5 MB ©2014 Conga Release 8 7 Troubleshooting Guide Browser URL Limits Maximum Internet Explorer 2,000 bytes (closer to 1,700 bytes in practice) Chrome, Firefox, Safari 64,000 bytes ©2014 Conga Release 8 8 Troubleshooting Guide General Disclaimer Conga Composer solutions depend on and leverage technology from a multitude of software and hardware vendors including but not limited to salesforce.com, Microsoft, Google, and the providers of various Internet browsers (“Third Party Technology”). Output from Conga Composer solutions can be impacted by these and numerous other factors beyond the control of Conga, including: • • • • • • Template design errors in Microsoft Word, Excel, PowerPoint templates, PDF Forms or Conga HTML email templates The nature and scope of data and/or images being retrieved for merging into templates Individual user’s browser, network, ISP and hardware settings The availability and performance of the salesforce.com service and other software-as-a-service solutions such as e-signature, e-commerce and other AppExchange products, and periodic updates, enhancements or other changes to such services made by their respective vendors Salesforce.com security settings including User Profiles and Permissions, folder and object access and field-level security Internet performance, regional and even global outages For these reasons, Conga cannot guarantee that your particular implementation of Third Party and Conga technologies – even if configured based on Conga documentation and/or guidance offered by Conga Support personnel - will perform consistent with your expectations or requirements, or provide the output you require. Accordingly, Conga disclaims any and all liability resulting from, or related to, performance issues associated with Conga products to the extent arising from your implementation, configuration, or the behavior of Third Party Technology. ©2014 Conga Release 8 9
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