Check these first
I cannot find or open a Surface
I cannot find or open a Surface
Check that Surfaces is enabled for your organization. Then check Surfaces > My Surfaces and Shared with me.If the Surface belongs to a Workspace, confirm that you are still a Workspace member. Viewers and Participants cannot open an unpublished draft. Ask a manager to make the first version live. For external review, a manager can send a draft-review invitation instead.
My changes are not visible to other people
My changes are not visible to other people
You are probably editing a draft while other people use the current live version. Open the version menu and compare the selected version with Live.Test the draft, run the readiness review, and click Make live when the change is ready. Sharing a Surface does not automatically make a draft live.
The draft has the wrong or missing records
The draft has the wrong or missing records
Open Data > Records and read the badge.
- Live data on the first draft means those records are the future live records.
- Test data on a later draft means it has an isolated copy of records.
My test records disappeared after Make live or discard
My test records disappeared after Make live or discard
This is expected for a draft created after a live version exists. Test records are disposable and are never promoted to live records.Add or import real records in the Live data environment. Use test records only to exercise draft forms, filters, and interactions.
A guest sees an empty Surface or missing fields
A guest sees an empty Surface or missing fields
Check the access layers in order:
- Make sure a live version exists.
- In Share > External guests, check the Surface-wide level for every collection.
- Check whether the invitation is Can view or Can participate.
- If the Surface uses invited-record rules, confirm that records were selected for this invitation.
- Check guest field limits and linked-record rules.
A Workspace member can see a Surface unexpectedly
A Workspace member can see a Surface unexpectedly
A Surface inside a Workspace gives every Workspace member inherited Viewer access to the current live version. The person may not appear as a direct share.Review Workspace membership. Move the Surface out of the Workspace only if that location and inherited access are no longer intended. Direct teammate shares remain after a move and must be reviewed separately.
An import says some rows need attention
An import says some rows need attention
Sofie keeps the rows that imported successfully. The warning reports how many succeeded, how many failed, and the first error.Review the collection’s required fields and field types. Fix the failed source rows, then import only those rows again. Do not re-import the whole file without checking the Records tab, or you may duplicate successful rows.
A feed says Needs attention
A feed says Needs attention
Open Data > Sources and inspect the affected feed, source, latest update, and validation message.Check that the output field names and types match the Surface feed. Confirm the Orchestration part name and any advanced output path. Then decide whether the update should replace, merge, or append and run it again with a small realistic payload.
An Orchestration succeeded, but the Surface did not change
An Orchestration succeeded, but the Surface did not change
A successful run means a payload was delivered, not that the intended visual changed.Confirm the run targeted the right Surface, part, and output field. Open the current live Surface, then inspect Sources and Activity for the run reference. Check whether the Surface code actually reads that feed and whether the update operation produced the shape it expects.
A snapshot does not show old record values
A snapshot does not show old record values
This is expected. A snapshot saves one Surface version and the selected feed history. It does not freeze collection records.A snapshot opened later can therefore show newer record values. A snapshot-only share also does not grant separate access to record collections. For point-in-time record evidence, retain a record CSV or rendered export created at the required time.
An exported Slides deck uses the wrong fonts or layout
An exported Slides deck uses the wrong fonts or layout
Open the intended version or snapshot and review every slide before export. For PPTX, choose the font mode that matches the destination:
- Editable · embedded Surface fonts for the closest match.
- Editable · universal fonts for reliable Office sharing.
- Editable · custom fonts only when recipients have the authored fonts.
- Editable · Google Slides fonts when the deck will be uploaded and edited there.
The Surface reports a runtime error
The Surface reports a runtime error
Managers can click Ask Sofie to fix it. After Sofie makes a change, repeat the exact interaction that failed and test nearby forms, filters, calculations, and navigation.If the error returns, tell Sofie the selected version, role preview, steps to reproduce, expected result, and actual result. Ask for a diagnosis before broad changes.