Troubleshooting: Smart Docs
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When working with Smart Docs, you may run into some technical issues that prevent you from enjoying a seamless Pipedrive experience.
In this article, you'll find a few troubleshooting tips in case you run into any loading or connecting issues while using the Smart Docs feature.
Connection issues
When connecting your account to Smart Docs
- Make sure you are trying to connect the Smart Docs feature rather than Google Drive. Install Smart Docs directly by heading to Tools and apps > Smart Docs.
If you use Google:
- Verify that you are logged in to your browser with the same Google account you use to connect to Smart Docs
- Make sure your Google permissions for Pipedrive are enabled. You can verify that information on this page.
- If Pipedrive permissions are enabled, try revoking access and re-installing the app
- If you have a Google Advanced Protection program enabled, verify your program allows connection with third-party apps here
- Make sure that your browser is not blocking the installation. Learn more on this page.
- Check if third-party cookies are allowed in your browser. You can confirm this by going to your Chrome Settings > Privacy and Security > Cookies and Other Site Data.
If you use OneDrive or SharePoint:
- Verify that you are logged in to the correct OneDrive or Sharepoint account
- Disconnect and re-connect your account from the Smart Docs page
When generating a document from Google
- Verify that you are logged in to your browser with the same Google account you use to connect to Smart Docs
- Make sure your Google permissions for Pipedrive are enabled. You can verify that information on this page.
- If Pipedrive permissions are enabled, try revoking access and re-installing the app
- Make sure that your browser allows third-party cookies. Go to your Chrome's cookies settings and select "Allow all cookies".
- If you are using product fields, review the template to ensure your product fields are not used outside of a product table. Then, try to generate the document without product fields. Learn more about fields and templates in this article.
If you can't open an existing template or document
- Check your Smart Docs settings to ensure the account you connected to is the same as the one linked to the template or document
- Check whether you are the template or document owner. If not, make sure the owner shares it with you via both Pipedrive and your provider (Google or Microsoft).
- Make sure your internet connection is stable
If you can't generate a document from a template
- Check the file size. Currently, you cannot link to files bigger than 15MB
- Confirm that your account is connected from the Smart Docs settings page
- Verify if the problem applies to a specific deal or all deals
- Test whether the issue occurs when generating a document from a specific template or all templates
- Check whether you are the template owner. If not, make sure the owner shares the template with you in both Pipedrive and your provider (Google or Microsoft).
- Make sure that your internet connection is stable
- If you are using product fields, review the template to ensure they are not used outside of a product table. Then, try to generate the document without them. Learn more about it in this article.
- If you use OneDrive or SharePoint, ensure that the template or document is free of invalid characters. Learn more about this topic on this page.
General troubleshooting
- Clear the cache and cookies of your browser
Note: If the problem persists, reach out to our support team here. The team may request screenshots of the issue and the browser console to assist you in the best way possible.
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