Troubleshooting
Error Logs New
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
E2001 — HubSpot Record Not Found
Cause: The HubSpot record ID used for generation doesn't exist or was deleted.
Fix: Verify the record exists in HubSpot and that the workflow is triggered on the correct object type.
E3001 — Insufficient Credits
Cause: Your organization doesn't have enough credits to generate the document.
Fix: Purchase more credits from Billing in the sidebar, or set up Budget Alerts to get notified before running out.
E5001 — Template File Not Found
Cause: The template file could not be found in storage.
Fix: Re-upload your template file in the Template Builder.
E6001 — PDF Conversion Failed
Cause: The document could not be converted to PDF. This can happen with complex formatting or very large files.
Fix: Simplify the template formatting, reduce file size, or check for unsupported Word features. See Limitations for details.
E8001 — HubSpot Upload Failed
Cause: The generated file could not be uploaded to HubSpot.
Fix: Check your HubSpot Connection and ensure the storage property still exists.
E10001 — Cloud Sync Authentication Failed
Cause: Google Drive authentication failed, usually because the service account no longer has access.
Fix: Re-share your Google Drive folder with the service account. See Cloud Sync setup.
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). The document may still be 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