Troubleshooting common Mint issues

This page describes troubleshooting methods for common issues you may encounter when using Signicat Mint.

If you require further assistance with an issue, you can contact us by creating a support ticket in the Signicat Dashboard.

Overview

Mint is designed to show information about issues in these interfaces:

Interface	Description
Builder UI	When building a flow, Mint checks for any missing step configuration or invalid data format.
Mint Journeys	After you or your end-users start a flow, Mint records all the events of a user journey in the Mint Journeys where you can review all the steps and view error messages for failed steps.
User journey	When end-users start a flow in their browser and something goes wrong, Mint displays a screen with a "Workflow failed" message. You can configure options to continue on error.

Find more details in the sections below to diagnose and resolve any issues that may occur when using Mint.

Builder UI

When building a flow, you add and configure steps, which Mint validates in the background. The interface is designed to support you throughout the process by providing feedback and highlighting any missing configuration.

In this section, you find troubleshooting methods to help you resolve issues in the Builder UI so that you can resume building your flow.

troubleshoot Publish button is inactive

An inactive Publish button prevents you from publishing the flow and sharing the flow URL with your users. Mint blocks the publishing of a flow when a step is missing the required configuration settings. The Builder UI displays an error icon on steps that lack the necessary configuration parameters.

Common causes

• Missing required configuration in step(s).

Workaround/Fixes

If you can't publish a flow, inspect the error icon next to the Save and Publish buttons at the top-right of the screen. The text describes which step in the flow is missing required configuration. To solve the issue, add any missing configuration.

An example of a flow where the Publish button is not clickable.

troubleshoot Validation errors

Upon publishing a flow, Mint checks that the parameters you configured inside each step are valid. When validation fails, Mint displays a pop-up notification with an error message to help you diagnose what causes the error.

Common causes

• Data format of parameter in step configuration is invalid.

Workaround/Fixes

The error message in the pop-up notification helps you diagnose the source of the error by including the name of the step and the input field. To solve the issue, navigate to the input field inside the step and update the data format of the parameter with the appropriate type.

To learn more about how to configure steps, visit the step reference documentation.

An example of a flow with a validation error.

Journeys

The Mint Journeys lets you view, manage and analyse logs and reports from any user journey, whether initiated by your end-users or triggered programmatically through the Mint API.

To learn more about the Mint Journeys interface, visit the Mint Journeys page.

With the Journeys interface, you can track the progress of any user journey and identify issues early through step-by-step reports.

troubleshoot How to diagnose faulted steps

User journeys that fail have the "Faulted" status in the Mint Journeys.

To see detailed information about the steps that failed:

1. Go to Mint Journeys.
2. Select a flow with the status "Faulted".
3. In the Steps tab, select the step that failed to expand the detailed error information.

The error message helps you diagnose and resolve the issue in the Builder UI.

A report of a faulted journey.

To access the error log, follow the instructions in the Debugging JSON log section.

troubleshoot Missing product configuration

This error can happen when you add a step that depends on another Signicat product, but the product is not enabled or configured in the Signicat Dashboard.

Common causes

• Product not purchased or enabled.
• Product needs configuration in the Signicat Dashboard.
• Missing permission or setting in product dependency.

Workaround/Fixes

Before adding any other Signicat product as a step inside Mint, you must purchase and configure the product appropriately in the Signicat Dashboard. For information about configuring step dependencies, visit the step reference documentation.

troubleshoot Prefilled data is empty or the format is invalid

Data prefilling allows you to reuse one step's output as input to another step later in the flow. When pre-filling data, you rely on the output of an upstream step. If the data is empty or the format is not appropriate, the downstream step fails.

Common causes

• The prefilled data is empty.
• The prefilled data format is invalid.

Workaround/Fixes

Make sure the upstream step in your flow returns valid data. For example, you can run a test journey to display the output of the upstream step in a web form.

troubleshoot Users exit or interrupt the user journey

Common causes

• The end-user exited the user journey.
• Data submitted by the end-user is invalid.
• The end-user terminates a step.
• Network issues occur during the user journey.

Workaround/Fixes

• Apply conditional logic to offer alternative paths when a step fails or is skipped.
• Introduce a check to validate the data before continuing the user journey.

troubleshoot File not found in a cloned or imported flow

When importing or cloning a flow, additional documents and files stored in the context of the source flow are not automatically transferred to the new flow. This means that steps that depend on file input, for example a document you upload for electronic signing, will fail unless you re-upload the files in the cloned or imported flow.

Common causes

• Missing files after importing or cloning a flow.

Workaround/Fixes

By default, migrated or cloned steps missing a source file display a file ID reference in Advanced mode inside the configuration. You must upload a document and edit the input field to point to the new document.

troubleshoot How to debug with JSON logs

Mint stores logs for all the events that occur throughout a user journey in a JSON file. To see the complete execution log of a user journey:

1. Go to Mint Journeys.
2. Select a flow with the status "Faulted".
3. Select the JSON tab to access the detailed error log.

You can view the error details for a specific step in the activityData.<STEP_ID>.ErrorDetails property, where STEP_ID is a unique identifier string assigned to a step.

Example of log (JSON)

{
  "id": "e17784ffa20b40db9bd65779cb17cf1d",
  ...
  "activityData": {
    "6bec416fbdf046a7af98f7a5ec4fc5b0": {
      "Input": {
        "ActivityId": "7d468dd9-7bbb-4b5a-a786-e755dffa2de3",
        "WorkflowInstanceId": "e17784ffa20b40db9bd65779cb17cf1d",
        "Status": 2,
        "OutputJson": "",
        "HasOutputJson": true,
        "ErrorDetails": {
          "Code": "authentication_aborted",
          "Message": "Authentication was aborted by the user.",
          "Metadata": { "sessionId": "f8a59204-4f04-4779-b2e5-476ab9fa9a94" }
        }
      }
    },
  },
}

The ErrorDetails object provides more information about what caused the error.

Properties

• Code: A machine-readable error code representing the type of failure.
• Message: A human-readable explanation to diagnose what might have caused the error.
• Metadata: Additional context or metadata related to the error.

User journey

When an error occurs during a user journey, Mint displays a message to inform end-users. They have the option to restart the user journey and try again.

troubleshoot Workflow failed message

By default, when something goes wrong during the user journey, the screen displays the following message:

An example of a flow with a validation error.

Custom error messages

You can customise error messages that Mint displays when the user journey fails. To do this:

1. Go to the Mint Builder UI.
2. At the top right, select the settings (cogwheel) icon.
3. In the settings menu, navigate to the Variables tab.
4. Scroll to find the Error page message field.
5. Edit the text in the field to fit your style.

Common causes

• The end-user aborted the session.
• A background step failed.
• A product (dependency) is not active in your Signicat account.

Workaround/Fixes

To ensure a user journey continues even if a specific step fails, enable the Continue on error option in the step configuration. To do this:

1. Open your Mint flow in the Builder UI.
2. Select the step where you want to apply this setting.
3. In the Step options panel on the left, toggle Continue on error to enable it.
4. Select Save and Publish to update the flow. The changes will take effect for all future user journeys.

How to configure a step to continue the flow even if an error occurs.

Reviewing in Mint Journeys

When you activate the Continue on error option, the user journey continues even if a specific step fails. However, errors are still visible in the user journey report. To review and diagnose steps that fail, see the Journeys section.

Support

If you require assistance or need to report an issue, you can contact us by creating a support ticket in the Signicat Dashboard.