Support articles

Troubleshooting
When files are uploaded to your Google Form, the add-on will include the link to the files on email notifications. If your requestors or recipients need access to these files, you will need to ensure sharing permissions (of the Google Drive folder) are set appropriately. Refer to the support article how to use file upload questions for more information.
The add-on may not send notifications to your recipients for a variety of reasons. The below guide will help you identify the problem. When a form submission is made:
  1. If a new record is not created in the 'Detailed Approval Records' sheet:
    1. Make sure the Timestamp column of the 'Form Responses' sheet is positioned in column A. The add-on requires the Timestamp column to remain in Column A at all times. Though, it can be hidden if you like.
    2. Open the add-on, then click Settings, then click Account.
      1. If the add-on is ON, toggle the add-on OFF and then toggle it back ON. Sometimes Google triggers become stale - this process resets the trigger that allows the add-on to run on your account.
      2. If the add-on is OFF, toggle it back ON. If you reached your monthly quota and the add-on was automatically disabled, you will need to reactivate the add-on on each form that uses the add-on.
        Note, this process is only required when you reach your quota and the add-on is automatically disabled.
  2. If a new record is created in the 'Detailed Approval Records' sheet but a recipient is skipped or the Overall Status is marked as 'Conditions not met', one of the following is likely to have occurred:
    1. if you have the same recipient multiple times within your workflow, the add-on will detect it and automatically remove duplicates to prevent the user having to respond more than once. When testing, make sure to use different email addresses. Note, the add-on will not remove duplicates if the recipient role types are different.
    2. if you use recipient logic, check to ensure the logic set up against the recipient looks correct and the logic value entered exactly matches the option selected by the requestor. For more information, refer how to add recipient logic;
    3. if you use a recipient look-up table, check to ensure the option selected by the requestor exactly matches the value entered in Column A of your spreadsheet. For more information, refer how to add a recipient look-up table;
    4. if you use dynamic recipients, check to ensure the dynamic recipient question was completed by the form respondent - questions linked to a dynamic recipient should always be mandatory questions; or
    5. check to ensure the recipient's email address is a valid email address (i.e check for typos).
  3. If a new record is created in the 'Detailed Approval Records' sheet and the Overall Status is marked 'In progress', check the sent items of the add-on administrator's Google account. If the sent items contains the email, but it was never received by the recipient it may have been blocked by their mail filters. Note, email will only be included in your Sent items if you are using a Google account that has Google Mail enabled and you are not subscribed to have emails sent from the formapprovals.com domain.
Once you have completed the above steps and identified the problem, run a test form submission and see whether notifications are now sent.
The add-on will only send a notification to the requestor when 'Collect email addresses' is enabled in your Google Form settings. Once this setting is enabled, the add-on will start sending notifications to the requestor on new form submissions made.
To build email notifications, the add-on draws information from the Form Responses sheet and therefore requires the structure of the sheet to remain largely intact.
If some of your notifications are missing form response information:
  • Open the spreadsheet that is linked to your form.
  • Open the Form Responses sheet (note, you may have renamed it).
  • Check to ensure the column headings are positioned in Row 1.
  • Check to ensure the Timestamp column is positioned in Column A.
  • Check to ensure the Request # and Overall Status columns are on the right hand side of form response data. The add-on omits any information on the right hand side of these columns.
  • Check to ensure the question name in your Google Form is not blank. The add-on ignores any questions without a name. The add-on also omits any questions that were not responded to.
If form response data is in the wrong order on your notifications:
  • Open the spreadsheet that is linked to your form.
  • Open the Form Responses sheet (note, you may have renamed it).
  • Change the order of columns to match the order of your form questions
Please note, when adjusting column order the add-on requires the Timestamp column to be in Column A, and it requires the Request # and Overall Status columns to be on the right hand side of your form response data.
You could be receiving this error for a variety of reasons. The most common are:
  • The add-on is unable to access Google's services temporarily. Retrying again in a few minutes will generally resolve this.
  • The add-on is unable to access the information in your spreadsheets since the format or content of the spreadsheet data has changed. Make sure there hasn't been any changes to the format or content of the spreadsheet data.
If you continue to receive this error, send the URL that generates this error to support@formapprovals.com and we can assist.
Google's way of managing the security associated with third party applications is through the authorization process. When you provide authorization to an add-on, it allows the add-on to access your Google Form, Google Sheet, etc to store and retrieve information. Think of it like sharing your files with a colleague; providing authorization to an add-on is a more secure method of allowing access your files. Rather than having to add or remove access to individual files, this method allows you to do it at the application level. When this authorization expires or is revoked, the add-on cannot access your files and process form submissions or approvals, until authorization is provided again. To authorize the add-on, open your Google Form > open the add-on > click Settings > click Admin portal. By simply accessing the Admin portal, the add-on will capture the authorization it requires to run. The add-on will require authorization:
  • The first time you use the add-on
  • If you change your Google account password or security settings
  • If we make changes to the permissions required - we will notify you in advance
  • If you remove the application's authorization from Google's third party application permissions page
  • If your G Suite administrator removes the application's authorization on your behalf either manually or through a specific policy they set
If you are being asked to re-authorize the add-on frequently, you may need to speak with your G Suite administrator to confirm what domain wide policies are in place that automatically revoke third party application's authorizations. In this case, your G Suite administrator will need to adjust the policies or whitelist our add-on.
A change made by Google is affecting users that are logged in to multiple Google accounts. This is a known error impacting all add-ons. To avoid this error, sign out of your Google accounts and sign back in with one account only (the account used to set up the add-on initially).