Troubleshooting Workflow Runs
Use this guide when a workflow fails, produces an unexpected result, skips context from a prior step, generates the wrong file, uses unexpected credits, or behaves differently from a previous run.
First checks
Confirm the workflow: make sure you are running the intended workflow, not an older copy or a shared template.
Check step connections: a later step can only use an earlier step output when the steps are connected and the prior output is inserted into the later prompt.
Check required inputs: confirm every required user input, file, URL, source, and tool setting is present.
Check the run history: identify which steps completed, which step failed, and whether a generated file or export was created.
Check trigger context: for scheduled, webhook, or event-triggered workflows, confirm the trigger fired with the inputs you expected.
Common causes
Prior output is missing: the steps may not be connected, or the prior step output may not have been inserted into the later step prompt.
Tool did not run: the tool may not be selected, authenticated, available in that surface, or supported by the selected model.
Generated file is missing or cannot be downloaded: the run may have completed text output but failed during file creation, export, or storage.
Document processing output is wrong: the template mapping, placeholder names, source file, or prior step output may not match what the document-processing step expects.
Credits were used before failure: completed AI, file-processing, or tool work can consume credits even if a later step fails.
When behavior may be expected
Workflow steps run as separate pieces of work. Later steps need the relevant context from earlier steps passed into them.
A workflow can complete some steps before a later step fails.
A model can produce different wording on repeat runs, even with the same prompt.
Some tools, integrations, files, or generated outputs may require the right permissions, connection status, model capability, or workspace setting.
Collect before contacting support
Workflow name and link, if available.
Run link or visible run ID, if available.
Run time and timezone.
Step that failed or produced the unexpected result.
Completed steps before the failure.
Expected output and actual output.
Model selected, tools selected, files used, and trigger type.
Business impact, including affected users or tenants, whether production work is blocked, urgency or deadline, and whether there is a workaround.
Screenshot of the workflow canvas, run history, error message, generated-file panel, or export/download issue.
Whether the issue reproduces with the same inputs.
Share visible workflow, run, and generated-file links when available, plus timestamp, screenshot, and error text. If the issue happened through the API, include the response X-Request-ID.
When to contact Support
The same workflow used to work and now fails with the same setup.
A documented workflow feature does not behave as described.
A generated file, export, or tool call fails even though the settings appear correct.
The issue affects multiple users, tenants, workflows, or production work.
There is no acceptable workaround and the issue blocks customer work.