SOLVED
"Error Generating Proof" message
I'm suddenly unable to create proofs - I receive an "Error Generating Proof" message in the top right of the screen. First started when I tried to load a new version of an existing proof I created. Tried in both safari and chrome, restarted and shutdown. Can anyone help troubleshoot?
1 Accepted Solution
Correct answer by
Just had a call with Workfront Support. They've identified what is causing the glitch and they are investigating.
In the meantime, there are 2 workarounds.
1) The one I've mentioned where they can load a document and generate a proof.
2) If you have access to modify the access levels you need to toggle on the View Contact Information under users
I'll keep you posted on anything else I'm able to learn.
@tmcurley - I would submit a support ticket with Workfront. They will be able to check all of your settings and help troubleshoot your system.
https://experienceleague.adobe.com/?lang=en&support-tab=open-ticket#support
some of my users are having this same issue as of yesterday without having changed anything on their profiles. I have a support ticket opened and I'll you know what I find out. One thing I found is they are able to load a document and then generate a proof from it. This might be a good workaround if you are still experiencing issues.
I've gotten these in the past and then honestly had to just refresh a few times over a while (or sometimes just a minute) and it works again. I know you shut down and restarted, but have you cleared your cache in a while? That also sometimes has odd impacts on things in WF. Also, are you uploading a supported proof type? Is your file size within the limit? More on that here: https://experienceleague.adobe.com/docs/workfront/using/review-and-approve-work/proofing/proofing-ov...
If this helped you, please mark correct to help others : )
Man that's frustrating. If the person who can submit a ticket is still OOO, perhaps in the interim you can upload it as a regular document and tag the approver(s) on it to review. Not ideal like a proof, but an interim way to still get it in front of people within WF.
If this helped you, please mark correct to help others : )
Correct answer by
Just had a call with Workfront Support. They've identified what is causing the glitch and they are investigating.
In the meantime, there are 2 workarounds.
1) The one I've mentioned where they can load a document and generate a proof.
2) If you have access to modify the access levels you need to toggle on the View Contact Information under users
I'll keep you posted on anything else I'm able to learn.
@jessicam7443460 Yes, your admin can do that. Your admin can also submit a support ticket - typically the more people reporting an issue the higher it moves up on the fix list.
To load a document and generate a proof. you would select add new > document (instead of proof) and then once it loads to the project, task, or issue you can select create proof on the document,
- Simple will create the proof
- Advanced will bring a pop up allowing you to add proofing workflows and approvals.
When you do new version just select document instead of proof on the new version pop up. It will load the new version as a document and then you can go create a proof once it loads.
@jessicam7443460 @tmcurley - I was told by support today that this is something the product team would have to roadmap into the tool.
I would suggest your System Admins submit support tickets to Workfront. As I've mentioned before, the more reports of a bug or issue the higher the chances it will make it onto a fix list.
In the meantime, providing users with view contact information access to users for our license types or using the workaround is the only way to fix the issue.
Hi Kellie,
I am having trouble uploading proofs again. The proof will upload but it will stay stuck on "generating proof". I've tried the "upload document" workaround and that won't work either.
Can you help?
Thanks!
