Knowledge Base

When working with Smart Docs, you may run into a few technical issues that get in the way of a smooth Pipedrive experience.

This article walks you through the most common issues with connecting your account and with opening and generating documents.

Connection issues

Before you can generate documents, you need to connect Smart Docs to your Google, OneDrive, or SharePoint account.

Open the account menu and go to Tools and apps > Documents.

Can’t connect your Google account

If you use Google and can’t connect to your account, check the following:

• You’re logged in to your browser with the same Google account you use for Smart Docs
• Your Google permissions for Pipedrive are enabled. You can check this on Google’s permissions page.
• Your browser isn’t blocking the connection. Learn more on this Chrome support page.
• Your browser allows third-party cookies. You can confirm this by going to your Chrome Settings > Privacy and Security > Third-party cookies.
  

If you use Google’s Advanced Protection Program, verify that it allows connections with third-party apps.

If your Pipedrive permissions are already enabled and you’re still stuck, try revoking access and reconnecting Smart Docs.

Can’t connect your OneDrive or SharePoint

If you use OneDrive or SharePoint, verify that you’re logged in to the correct account. Then, disconnect and reconnect it from the Documents settings page.

Unable to open templates or documents

If you can’t open a template or document you’ve already created, check the following:

• The account you connected to Smart Docs matches the one linked to the template or document
• You’re the template or document owner. If you’re not, ask the owner to share it with you in both Pipedrive and your storage provider (Google or Microsoft)
• Your internet connection is stable

Unable to generate documents from a template

If a document won’t generate, start with these checks, regardless of which storage provider you use:

• Confirm your account is still connected from the Documents settings page
• Check the file size. Smart Docs can’t link to files larger than 15 MB.
• Test whether the issue happens with a specific deal or with all deals, and with a specific template or all templates. This helps you narrow down whether the problem is with your account, a single template, or a single deal.
• Check whether you’re the template owner. If you’re not, ask the owner to share the template with you in both Pipedrive and your provider.
• Make sure your internet connection is stable.

If you’re using product fields in your template, they need to sit inside a product table. If they don’t, the document won’t generate. Move any product fields into a product table, or try generating the document without them. Learn more about Smart Docs fields and templates.

If you use OneDrive or SharePoint, make sure the template or document doesn’t contain invalid characters.

If you’re generating from Google and none of the checks above solve it, also make sure your browser allows third-party cookies.

Contact support

If the issue persists, reach out to our support team for assistance. The team may request screenshots of the issue and the browser console to assist you in the best way possible.