Troubleshooting

Read the message first: it usually names the fix. Every refusal carries a category, a stable reason code, one plain message that never contains record values, and a next action. Error and reason codes lists each code.

Start with the Get started tab

Open the Get started tab and choose Check again. Anything marked Action needed names the permission set, setting or step that is missing. See Give people access and check readiness.

Access and setup

What you see	Why	What to do
ACCESS_LICENCE_REQUIRED: ask your Salesforce admin to assign you a Docable licence.	You have no Docable licence.	An administrator assigns one.
ACCESS_LICENCE_UNAVAILABLE	Docable could not check your licence.	Try again, or ask an administrator to check the licence.
Salesforce’s own access error on every Docable page.	You hold none of Docable’s permission sets.	Assign the sets for your role: Permission sets and roles.
CapabilityUnavailable	You hold an access set but not the capability set, for example Docable Generate.	Assign the capability set the message names.
You can view a template but not edit it.	You lack Docable Configure, or edit access to that template.	Ask the template’s owner for edit access, or an administrator for the permission set.
Describe it with AI reads Not available, or the Assistant is missing.	The AI set-up is not complete. Everything else in the editor still works.	See the AI list in Check what you need.
A quick start you expect is not listed.	Quick starts built on Orders, Quotes, Field Service or another optional feature (such as Return Orders or Salesforce Billing) are offered only where that feature is on.	Switch the feature on in Setup, or start from Blank.

Writing a template

What you see	Why	What to do
Validate lists problems.	A draft with problems can be saved, but proof, approval and activation refuse it until it is clean.	Fix them, one per block, and validate again. It lists up to 25 at a time, so more may appear.
A field you expect is not listed after @.	You see only fields you can read. Fields two or more lookups away are not found by search.	Open the lookup with its arrow in Insert and choose the field there.
A chip shows Needs mapping.	It is a placeholder with no field yet.	Select it and choose Connect to a field….
A save is refused as too large.	A template holds up to 500 blocks and 512 KB.	Move content into another template, or remove long pasted text or large pictures.
A picture will not upload or does not print.	WebP and animated GIFs are not supported, SVG is limited to simple logos, and pictures pasted into Rich Text Area fields do not print.	Use PNG or JPEG, and attach photos to the record as Files.
A Show when section prints nothing, or its Otherwise does not print either.	The value the rule tests is blank on that record.	Set If the rule can’t be checked to Show “Otherwise” instead. See Show a section only when it applies.

Proofs and approval

What you see	Why	What to do
Make PDF and Word proofs is greyed out.	One of the three steps above it is not done: a record chosen, changes saved, no validation problems.	Save, then Validate, and choose a record.
Proofs were not created, with a code in brackets.	The proof was refused for a reason named in the message.	Find the code in Error and reason codes.
LIFECYCLE_SEPARATE_APPROVER_REQUIRED	Someone other than the author has to approve.	Ask another person with Docable Activate Template. An administrator can switch the rule off in Docable Setup › Approval.
LIFECYCLE_HUMAN_REVIEW_REQUIRED	Claude and other machine clients cannot approve or activate.	Do it yourself in Docable Studio.
A new approver cannot open a draft’s proof.	A proof is shared with reviewers when it is made.	After you give the permission set, make the proofs again.
A comparison is required before approval.	The template was rebuilt from a declared document, so a reviewer records a comparison with it.	See Rebuild an existing document with Claude.
Activation is refused because the template is retired.	A retired template makes no documents.	Choose More actions › Restore…, then activate again.

Generating documents

What you see	Why	What to do
GENERATION_TEMPLATE_NOT_ACTIVE	The template has no active version yet.	Approve and activate one.
The Generate a document panel lists no template.	A template appears once it is approved, activated and shared with you.	Ask the template’s owner.
MODEL_ROOT_UNAVAILABLE	Docable cannot read this record for you.	Ask an administrator for access to the object and the record.
DATA_COLLECTION_TRUNCATED	The record has more related rows than the template’s list allows.	Ask the author to raise At most (records) on that list.
SNAPSHOT_SCHEMA_CHANGED or SNAPSHOT_DEPENDENCY_CHANGED	A field, object or Brand Kit changed since approval.	Refresh the template, prove it, and approve a new version: Fix a template after your Salesforce data changes.
GENERATION_WORKER_INTERRUPTED	The document needed more processing or memory than Salesforce allows for one document.	Try again. If it fails again, show fewer rows or pictures.
GENERATION_QUEUE_BUSY	Docable already has as many jobs waiting as it allows.	Send the request again in a few minutes.
GENERATION_SNAPSHOT_EXPIRED	The saved data has expired, so an exact retry is not possible.	Generate again to use today’s data: Retry failed documents.
GENERATION_SYSTEM_MODE_NOT_ALLOWED or GENERATION_SYSTEM_MODE_PERMISSION_REQUIRED	The template does not allow system mode, or you lack Docable Generate in System Mode.	See Allow a template to run in system mode.
A run stays Queued.	Background jobs wait while earlier ones finish. A queued or running job is not a success.	Follow it on the Generation Runs tab.
A document stops with a message that it needs Case records, which you cannot see.	A lookup points at a kind of record you cannot see.	Ask an administrator for access to every kind it can point to.
A combined PDF has no links or form fields.	A combined PDF does not keep them, and holds at most 2,000 pages and 6 MB.	Keep the separate documents when links matter.
A picture is missing from the document.	The File title must match exactly, and a File kept private or shared by a public link counts as missing.	Check the title on the record: Add pictures and photos.
The Word file and the PDF differ slightly.	Word and PDF viewers lay out text themselves.	Page breaks and fonts can move a little. Use fonts uploaded to the template, and check both in the proof. See PDF, Word or both.

Brand Kits

What you see	Why	What to do
You cannot create or change a kit.	Only people with Docable Brand Manager can.	Ask an administrator for the permission set.
Your logo is refused.	It must be a private File you own, not attached to a record. PNG, JPEG and still GIF work.	Save the logo as a private File, and use PNG or JPEG instead of WebP.
The editor warns under a font.	The PDF replaces a font that is not a standard PDF font and not uploaded.	Upload the font file to print it exactly.
A kit cannot be deleted.	Templates use it, template proofs were made with it, or document numbers were taken from its series.	Retire the kit instead.

Importing a Word file

What you see	Why	What to do
No Word files are listed.	The file must be a private .docx of up to 1 MB.	Check the file, then search again.
Docable cannot open the file.	It holds macros, is password protected, or is damaged.	Open it in Word and save it as a plain .docx.
The file is too large.	An import reads at most 450 paragraphs, tables and pictures.	Split the file and import the first part.

Claude and the MCP server

What Claude reports	What to do
CapabilityUnavailable	Assign the permission set the message names.
Forbidden with a licence code	Assign the person a Docable licence.
NotFound	The person cannot open that template or File, or it does not exist. Share it or choose another.
Claude cannot connect at all.	Check that the server is active in Salesforce Setup › API Catalog › MCP Servers (a 404 right after activating clears within 2 minutes), the server URL, and the app’s callback URL and scopes. Wait up to 30 minutes after creating or changing the app.
“Authorized, but Docable Studio didn’t respond”.	Sign-in worked but the app has not yet reached the MCP gateway. Wait up to 30 minutes, then disconnect and connect again.
“JWT Token is required”.	Turn on the app’s option to issue JSON Web Token (JWT)-based access tokens for named users, wait, and connect again.

The steps are in Connect Claude to Docable.

Moving templates and storage

What you see	Why	What to do
An import is refused.	The archive is damaged or was changed, it is not a Docable archive, it comes from a newer Docable, or it is too large.	Export it again, or update Docable in the receiving org: Move a template between orgs.
An import succeeded but lists problems.	The draft is saved; the new org lacks a field, an object or access the template uses.	Choose Validate to see them.
Documents do not reach your own storage.	The destination needs sign-in, or the provider refused the file.	In Docable Setup › Storage destinations, choose Send test file and read the provider’s reason: Send documents to your own storage.

Still stuck

1. Note the correlation Id in the message. Every refusal has one.
2. In Docable Setup › Support, choose Get a support file and download it. It holds versions, settings, permissions, limits and recent generation problems, and no record values.
3. Send both to support.