Connected apps get your responses through workflow steps, such as "Add a row to Google Sheets" or "Post to Slack". When an app stops getting them, either the connection broke or the workflow stopped. Both are quick to fix.
Symptoms
- New responses stopped showing up in Slack, Google Sheets, your CRM or another app.
- An app shows under Needs attention on the Integrations page.
- You got an email titled Reconnect followed by an app's name, or Workflow stopped: followed by a workflow's name.
- Your dashboard says workflow runs stopped, or connected apps need reconnecting.
Likely causes, most common first
- The app's access was removed or expired. Someone changed a password, removed OneForm's access in the app, or the app's sign-in ran out. Steps that use it fail until you reconnect.
- A step failed for another reason. For example, the spreadsheet was deleted, a column was renamed, or the Slack channel was archived. OneForm tries a failing step several times, waiting longer each time, before it gives up.
- The workflow is paused or off. Someone paused it, or it was paused when your plan changed. When a plan goes down, OneForm pauses the newest workflows over the new limit.
- The step isn't on your plan any more. A step your plan no longer includes is skipped or fails with a note saying so.
- The app is busy. If a lot of responses arrive at once, OneForm slows down to stay within the app's limits. These steps catch up by themselves.
What to check
- Go to Integrations. Anything under Needs attention has stopped working. Its card shows the error and which workflows it Affects.
- Go to Workflows and open the workflow that sends to the app. Check it's on.
- Open its Activity tab. Each run shows Done, Waiting, Failed or Stopped.
- Click a failed run to see each step. A step marked Failed shows the app's error. Will try again means OneForm is still retrying it.
How to fix it
- Reconnect the app. On the Integrations page, click Reconnect on its card and sign in again. Then click Manage on the card and Test to make sure it works.
- Fix what the error describes, such as picking the new spreadsheet or channel in the workflow step.
- Send the stopped runs again. In the workflow's Activity tab, open each failed run and click Try again from where it stopped. Steps that already worked aren't repeated.
- Turn the workflow back on if it was paused: on the Workflows page, open its menu and choose Turn on.
Reconnecting fixes new responses straight away. Runs that already failed don't send by themselves. Use Try again from where it stopped on each one you need.
Why was my workflow paused?
When your plan goes down, OneForm pauses the newest workflows over your new plan's limit, and tells you which. Each form's Default workflow is never paused. Upgrading doesn't switch paused workflows back on, so turn them on yourself after you upgrade. See When you reach a plan limit.
Why does a run say "Paused: this firm reached … calls a minute"?
Lots of responses arrived at once, and OneForm is pacing its calls to that app. Nothing is lost. The run carries on by itself, usually within a minute.
When to contact support
Use Send feedback in the sidebar, or oneform.si/support, when:
- an app keeps needing to be reconnected;
- Test works but the workflow step still fails;
- a run says Stopped after crashing 5 times in a row.
Include the workflow's name and the time of a failed run.