> ## Documentation Index
> Fetch the complete documentation index at: https://sofiedocs.usetransfer.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Surfaces

> Resolve version, record, guest, import, feed, runtime, snapshot, and export problems in Surfaces.

Most Surface problems come from viewing the wrong version, using a different record environment, or applying a narrower access layer than expected. Start with those checks before rebuilding the Surface.

## Check these first

| Check                              | Where to look                                                  |
| ---------------------------------- | -------------------------------------------------------------- |
| Which version is open              | Version menu in the Surface header.                            |
| Whether records are live or test   | **Data** > **Records** badge.                                  |
| Why a person has access            | **Share**, the Surface's Workspace, and **Data** > **Access**. |
| Where an update came from          | **Data** > **Sources** and **Activity**.                       |
| Whether a feed passed validation   | **Data** > **Sources** > **Feed into this Surface**.           |
| Whether you are viewing a snapshot | Snapshot label and **Return to current** control.              |

<AccordionGroup>
  <Accordion title="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 Viewers and Participants cannot open an unpublished draft.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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.

    If live records changed after the test copy was created, choose **Update test data...**. This replaces the draft's test records with a fresh live copy and resets test changes.

    Also check active filters, saved views, removed-record status, collection access, and ownership rules.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="A guest sees an empty Surface or missing fields">
    Check the access layers in order:

    1. Make sure a live version exists.
    2. In **Share** > **External guests**, check the Surface-wide level for every collection.
    3. Check whether the invitation is **Can view** or **Can participate**.
    4. If the Surface uses invited-record rules, confirm that records were selected for this invitation.
    5. Check guest field limits and linked-record rules.

    Use **Preview as this guest** before resending. A generated form cannot override collection, record, or field access.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="An external invitation expired or is unavailable">
    If self-renewal is enabled, the guest can click **Email me a new link**. Sofie sends the fresh link to the original invitation email. The guest should open the newest email.

    If the invitation is unavailable, it may have been withdrawn, reached its browser or device limit, or expired without self-renewal. Extend or resend it from the existing invitation list. After too many renewal requests, wait an hour before trying again.
  </Accordion>

  <Accordion title="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.

    Open the exported file in the destination application and check wrapping, clipping, charts, and page order. See [Create and edit a Surface](/surfaces/create-and-edit#export-a-surface).
  </Accordion>

  <Accordion title="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.
  </Accordion>
</AccordionGroup>

## Ask for a diagnostic review

```text theme={null}
Diagnose this Surface without changing it. Report the selected version, Live data or Test data environment, active role preview, collection access, guest policy, latest feed validation, and any runtime error. Rank the likely causes and give me a verification step for each.
```

If the problem is access-related, read [Share a Surface](/surfaces/share-surfaces). For data and provenance, read [Manage Surface data and sources](/surfaces/data-and-sources).