--- title: "Troubleshooting - Workflow Documents" description: "Fix template errors, missing data in a document, failed Generate document steps in Shopify Flow, and orders older than 60 days." canonical: "https://docs.workflow-documents.app/troubleshooting" --- # Troubleshooting When a document does not come out the way you expect, there are three places to look: 1. **The preview in the editor** - shows a template error with its line as soon as you type it. 2. **Documents** in the app - lists failed documents with their error message. 3. **The run details in Shopify Flow** - shows why the Generate document step failed. This page goes through the errors you may meet, by where they appear. ## Template errors The preview shows these instead of the page, and a save is refused with the same message. ### Unknown template filter "..." (line N) The template uses a filter that does not exist here. Filters from Shopify themes, such as theme money or image filters, are not available. Use the filters listed in [Template variables and Liquid](https://docs.workflow-documents.app/template-variables-and-liquid.md): `money`, `percent`, `br`, `raw` and the standard Liquid filters. ### The render tag is not available in a document template The tags `render`, `include`, `layout` and `block` are not supported. A template is one HTML file without includes. Copy the shared part into each template instead. ### A Liquid syntax error with a line number A tag is not closed or is misspelled, for example a `for` without `endfor` or an `if` without `endif`. Go to the line in the message and check the tags around it. ### The template took longer than 3 s to render The template does too much work, usually a loop inside a loop over long lists. Simplify the loops. ### The template builds more data than a template may A very large loop, list or text. Reduce what the template builds up in variables. ### The template is longer than 200 KB The HTML is too long. Images pasted into the HTML as data are the usual cause: host the image and reference it by URL instead. ## Missing or wrong data in the document These are not errors: the document is generated, but something is empty or looks different. ### A value prints nothing A variable that does not exist prints nothing, without an error. Check the spelling against the **Variables** card in the editor: names use underscores, for example `order.total_price`, `order.shipping_address.zip` and `line.variant_title`. Also check that the template renders the right thing: an order template has no `product` object. ### A field is empty for some orders only Not every order has every value: an order without a shipping address, a line item without a SKU, a customer without a phone number. Wrap optional parts in an `if`, so the label is only printed when the value exists. ### An amount prints as a plain number Amounts are numbers. Add the `money` filter to format them with the currency, and `percent` for a tax rate. ### HTML tags are printed as text Output is escaped. For a value that is HTML, such as `product.description_html`, add the `raw` filter. For a text with several lines, such as `brand.address`, add the `br` filter. ### An image is missing Images need an absolute URL that is reachable from the internet, starting with https. A relative path or an image on a private network cannot be loaded. A product or line item without an image has an empty `image_url`: check it with `if` first. ### The font looks different than expected A Google font is downloaded when the PDF is rendered. If the download fails, a built-in font is used instead. Upload the font file as a custom font in Settings to make it independent of Google. Also check whether the template's own **Branding** tab sets a different font than your brand. ### The document is in the wrong language The language comes from the **Language** field of the action, else from the customer, else it is the main language. If the template does not have the language, the main language is rendered. See [Templates in several languages](https://docs.workflow-documents.app/languages.md). ### The preview and the PDF differ The on-screen preview shows the layout, the PDF shows real pages. Page breaks only exist in the PDF. Use **Preview PDF** to check them, and control them with CSS. See [Paper size, margins and file name](https://docs.workflow-documents.app/paper-size-and-file-name.md). ### The preview says no order matches With **A specific order** selected, the preview searches by order number. Enter the number as shown in your admin, for example #1001. For a product enter its title, for a customer the email or name. ## The Generate document step fails in Flow Flow shows the message of the failed step in its run details. ### No template named "..." in Workflow Documents The **Template name** in the action does not match a template. The name is case sensitive. Compare it with **Name** on the template's Settings tab. This also happens after a template was renamed or deleted. ### The template "..." is turned off in Workflow Documents Select **Template is on** on the template's Settings tab. ### The template renders a product, but this workflow passes no product The template is about one kind of thing, and the workflow does not have it. Use a trigger that provides it, or choose a template that fits the trigger. **Renders** on the template's Settings tab says what the template needs. ### The plan's documents for the last 30 days are used up Your allowance is used up. Documents are generated again when the rolling 30-day window frees up, or right away after you change to a larger plan. See [Plans and pricing](https://docs.workflow-documents.app/plans-and-pricing.md). ### The order was not found The order was deleted, or it is older than 60 days. See the next section. ### Shopify did not answer in time, or an internal error A temporary problem. The step reports a temporary failure and Flow retries it by itself, you do not need to do anything. If it keeps failing, contact us. ## Orders older than 60 days Shopify gives apps access to the orders of the last 60 days. A document for an older order fails with the message that the order was not found, in Flow, in the API and in the preview. What you can do: - Generate documents when the order happens, for example on *Order paid*, rather than long afterwards. - For an older order, download the PDF that was generated at the time from **Documents**, while your plan keeps it. Products and customers are not affected by this limit. A customer summary lists the customer's most recent orders. ## The download link does not work The link from the Flow action or the API is valid for 7 days. After that, or after the PDF was deleted at the end of your plan's retention, the link stops working. Download the PDF from **Documents** while it is stored, or generate the document again. See [Document history and downloads](https://docs.workflow-documents.app/document-history.md). ## Still stuck? [Report a bug](https://docs.workflow-documents.app/help/report-a-bug.md) with the template name, the order number and the time of the failed document, or see [Support](https://docs.workflow-documents.app/help/support.md) for every way to reach us.