Why do I get an error when trying to open an application from the workflow overview section?

Created by Roxanne Fourie, Modified on Tue, 9 Jun at 10:28 AM by Amy Sara Price

Trade Shield | Knowledge Centre TROUBLESHOOTING

Why do I get an error when trying to open an application?

? 4 min read 4 steps

⚠ Common error: When you click the Open or View button in the Workflow Overview and nothing happens — or you see a 401 or 404 error — this article will help you understand why and what to do next.

In this article

1. Understanding the 401 / 404 error	2. Check your current workflow stage
3. Identify the responsible team members	4. Application sitting with the applicant?

Understanding the 401 / 404 error

When you click Open or View in the Workflow Overview and you see a 401 or 404 error, it typically means one of two things:

⚠ No permission at this stage Your user account does not have the required permissions to action the application at its current workflow stage. The Open and View buttons are action buttons — they are only active for team members assigned to that stage.

⚠ Application is with the applicant The application is currently sitting with your customer (the applicant) to complete — not with your organisation. You cannot action an application that has been sent to a customer for completion.

ⓘ Tip: To simply view an application without actioning it, click the blue Full Application button instead. This lets any user see the full application and its uploads without needing stage-level permissions.

↓

Check your current workflow stage

To confirm which stage the application is at, open it from the Workflow Overview and look at the Overview tab. The Workflow Details section shows you the current stage, who is responsible, and how long it has been there.

WORKFLOW OVERVIEW — OVERVIEW TAB

app.fabricworkflows.com/workflow/overview

TENT A WEEKEND HIRE

Customer Onboarding

Overdue In Progress

Open ▣ Full Application Reassign Cancel

Overview Assigned To

☰ Workflow Details

What stage of this process is it at, who is responsible for that stage, how long has it been at this stage, and more.

Current Stage	Start Date	Due Date
Basic Credit Application	Jun 18, 2024	Jun 27, 2024

↓ Workflow Details shows your current stage — check this first before contacting support.

ⓘ Tip: Cross-reference the Current Stage with the Workflow Stages & Definitions article to understand who is responsible at each point in the process.

↓

Identify the responsible team members

Click the Assigned To tab to see which team and team members are responsible for the application at its current stage. If you are not in this list, you do not have permission to Open or action it.

WORKFLOW OVERVIEW — ASSIGNED TO TAB

app.fabricworkflows.com/workflow/overview

TENT A WEEKEND HIRE

Customer Onboarding

Open ▣ Full Application Reassign Cancel

Overview Assigned To ←

? Team

The people or person responsible for the current stage of the workflow

Inoxico Team

? Members

The people who form part of the team responsible for this stage of the workflow

Marius Vorster

marius@inoxico.com

+27100002600

Craig Forbes

craig@inoxico.com

+27100000000

Gary Dugmore

gary@inoxico.com

+27795167077

Nomfundo Shabalala

ns@suppliersite.co.za

+27109072600

⚠ Note: If your name does not appear in the Members list, you are not assigned to this stage. Contact your administrator to be added to the relevant team, or ask a listed team member to action the application.

↓

Is the application sitting with the applicant?

A very common cause of the 404 error is that the application is currently with your customer — not with your organisation. This happens when the application is in one of the following stages:

Basic Credit Questionnaire Request to Complete Information Digital Signature Required

When an application is at one of these stages, it has been sent to the applicant for action and is awaiting their completion and submission back to your organisation. You cannot open or action it until they have responded.

What you can do

✓ Click Full Application to view the entire application in read-only mode	✓ Follow up with your applicant directly to complete and submit their section
✓ Check the Workflow Stages & Definitions article to understand expected turnaround	✗ You cannot action an application that is sitting with your customer

ⓘ Tip: Not sure which stages involve the applicant vs your team? See the full Workflow Stages & Definitions reference article for a breakdown of every stage.

? Still getting an error after checking all of the above?

If you have confirmed that you are assigned to the stage, the application is not with the applicant, and you still receive a 401 or 404 error, please contact the Trade Shield support team with the following information:

▪ Your username / email address	▪ The application name or reference number
▪ The current workflow stage shown in the Overview tab	▪ A screenshot of the error message if possible

Need more help?

The support team is ready to assist

support@tradeshield.ai

+27 (0) 10 753 1630