Troubleshooting
Error Logs
When a document fails to generate, PDF CreateMate records detailed error information to help you diagnose the issue. You can view error logs for any template directly in the app.
Viewing Error Logs
- Go to Templates and open the template
- Click the Error Logs tab
- Browse the list of errors, sorted by most recent
Each error entry shows:
| Detail | Description |
|---|---|
| Error Code | Unique identifier (e.g., E5001, E6001) |
| Step | Which stage of generation failed (e.g., "PDF Conversion", "HubSpot Upload") |
| Severity | Either Error (generation failed) or Warning (generation continued with issues) |
| Message | User-friendly description of what went wrong |
| Document | The HubSpot record that triggered the error (with record ID and status) |
| Timestamp | When the error occurred |
Filtering Errors
Use the filters at the top of the Error Logs tab to narrow results:
- By severity — Show only errors or only warnings
- By step — Show errors from a specific generation stage
- Refresh — Click the refresh button to load the latest errors
The tab also shows the count of errors in the last 24 hours for quick status checks.
Error Stages
Document generation passes through multiple stages. Errors are categorized by where they occurred:
| Stage | What Happens | Common Errors |
|---|---|---|
| Job Initialization | Template and account validation | Template not found, HubSpot account inactive |
| HubSpot Data Fetching | Fetching record properties | Record not found, API rate limited, missing properties |
| Credit Eligibility | Verifying sufficient credits | Insufficient credits |
| Document Creation | Creating the document record | Document creation failed |
| DOCX Processing | Replacing placeholders, processing images | File not found, placeholder replacement failed, image errors |
| PDF Conversion | Converting to PDF format | Conversion failed, timeout, file corrupted |
| Watermark Application | Applying watermarks | Watermark image not found |
| HubSpot Upload | Uploading to HubSpot | Upload failed, property update failed |
| Signature Flow | Setting up signature flow | Signature URL generation failed |
| Cloud Sync | Uploading to Google Drive | Authentication failed, folder not found |
Common Errors and Solutions
Every error code below shows its own message in the app — the table here gives the cause and fix in one place. Codes marked Us or Provider mean the problem is on our side, not your template or account; retrying usually resolves them once we've fixed the underlying issue.
Job Initialization
| Code | Cause | Fix |
|---|---|---|
| E1001 | The template no longer exists — it may have been deleted. | Create it again, or restore it from your templates list. |
| E1002 | You don't have access to this template. | Ask an owner of your organization to share it with you. |
| E1003 | Your HubSpot account isn't connected. | Reconnect your HubSpot account in Settings. |
| E1004 | We couldn't find your organization account (our side). | Contact support with code E1004. |
HubSpot Data Fetching
| Code | Cause | Fix |
|---|---|---|
| E2001 | The HubSpot record was deleted or doesn't exist. | Nothing to fix — the record is gone. |
| E2002 | HubSpot's API rate limit was reached. | Wait a few minutes and try again. |
| E2003 | Your HubSpot connection token expired or was revoked. | Reconnect your HubSpot account in Settings. |
| E2004 | HubSpot rejected the request for a reason outside the codes below. The message quotes HubSpot's own explanation. | Retry; contact support with the code if it keeps happening. |
| E2005 | A property your template needs is missing on the record. | Fill in the missing HubSpot property, or adjust the template's field mappings. |
| E2006 | PDF CreateMate wasn't granted permission to read this record. | Reconnect your HubSpot account in Settings and approve the requested permissions. |
| E2007 | HubSpot itself was unavailable. | Wait a few minutes and try again — not a problem with your account or template. |
Credit Eligibility
| Code | Cause | Fix |
|---|---|---|
| E3001 | Your organization doesn't have enough credits. | Purchase more credits from Billing in the sidebar, or set up Budget Alerts. |
| E3002 | We couldn't check your credit balance, so generation stopped before charging you (our side). | Try again in a few minutes. |
Document Creation
| Code | Cause | Fix |
|---|---|---|
| E4001 | We couldn't start the document on our side. Nothing was charged. | Retry; contact support with code E4001 if it keeps failing. |
| E4002 | The document was deleted and couldn't be restored. | Generate it again from the HubSpot record. |
DOCX Processing
| Code | Cause | Fix |
|---|---|---|
| E5001 | The template file is missing from storage. | Re-upload your template in the Template Builder. |
| E5002 | The template file is corrupted or invalid. | Re-upload a valid file. |
| E5003 | The template file exceeds the size limit. | Reduce the file size. |
| E5004 | A storage problem on our side. Nothing was charged. | Retry in a few minutes. |
| E5005 | A placeholder in your template is broken or malformed. | Check your template's placeholders; contact support with code E5005. |
| E5006 | An image in the document couldn't be processed. | Check the image's format. |
| E5007 | A signature image is missing. | Add a signature first. |
| E5008 | The value used to generate a QR code or barcode is missing or invalid. | Check that field has a valid value in HubSpot. |
| E5009 | Malformed HTML in a HubSpot field. | Check the HTML content of that field. |
| E5010 | We couldn't finish building the Word document (our side). Nothing was charged. | Retry; contact support with code E5010. |
PDF Conversion
| Code | Cause | Fix |
|---|---|---|
| E6001 | PDF conversion failed — on our side, not your template. | Retry in a few minutes. |
| E6002 | Conversion took too long and timed out. Large or complex documents can cause this. | Retry, or simplify the template if it keeps happening. |
| E6003 | Our PDF conversion service is temporarily unavailable. | Wait — nothing wrong with your template or credits. |
| E6006 | The produced PDF came out damaged, so it wasn't delivered. Nothing was charged. | Retry; contact support with code E6006. |
Watermark Application
| Code | Cause | Fix |
|---|---|---|
| E7001 | Our watermark image is missing — the document was still created, just without a watermark. | Nothing for you to do; the document is fine to use. We've been notified. |
| E7002 | We couldn't apply the watermark — the document was still created and is usable. | No action needed. |
HubSpot Upload
| Code | Cause | Fix |
|---|---|---|
| E8001 | The generated file could not be uploaded to HubSpot. | Check your HubSpot Connection; retry. |
| E8002 | HubSpot didn't accept the file on the configured property. | Check that the property still exists and that PDF CreateMate has permission to write to it; contact support if it persists. |
| E8003 | A storage problem on our side saving the finished file. Nothing was charged. | Retry in a few minutes. |
Signature Flow
| Code | Cause | Fix |
|---|---|---|
| E9001 | We couldn't generate the signature URL (our side). | Retry. |
| E9002 | We couldn't create the HubSpot task reminder (our side). | Retry. |
| E9003 | The signing link was created but HubSpot would not save it to the record. | Check the signature URL property still exists and PDF CreateMate can write to it, then generate again. |
Cloud Sync
| Code | Cause | Fix |
|---|---|---|
| E10001 | Google Drive authentication failed, usually because the service account no longer has access. | Re-share your Google Drive folder with the service account. See Cloud Sync setup. |
| E10002 | We couldn't upload to cloud storage (our side). | Retry. |
| E10003 | The configured Drive folder wasn't found. | Check your Cloud Sync settings. |
Errors vs. Warnings
- Errors mean the document failed to generate. The issue must be resolved before the document can be created.
- Warnings mean the document was generated but something unexpected occurred (e.g., a non-critical property couldn't be updated, or a watermark couldn't be applied). The document is still usable.
Tips
- Check error logs after bulk generation — If some documents fail in a batch, the error logs show exactly which records had issues and why
- Use error codes when contacting support — Error codes (e.g., E6001) help our team diagnose issues faster
- Monitor the 24-hour count — A sudden spike in errors may indicate a HubSpot API issue or configuration change
Related Documentation
- Common Issues — Solutions for frequently encountered problems
- FAQ — Quick answers to common questions
- HubSpot Connection — Check and manage your HubSpot connection
- Support — Contact our support team