Common problems

Most of what looks broken in Epruvo is a permission, a department, or a document sitting at a status you did not expect. This chapter collects the situations that come up most, with the shortest route to an answer.

Getting in

The password is not accepted. Use Forgot password? on the login page. Epruvo emails a Confirmation Code; enter it with your new password on the reset page. More in Accounts and signing in.

"The verification link is invalid or has expired." Activation links are single use and time limited. Request a fresh one from the resend link on the login page.

You sign in but land nowhere useful. Your account exists but has no active company access yet. Accept the pending invitation from your email first.

SSO returns you to a failure page. Sign in with email and password instead and report it — the failure is on the identity provider's side.

Everything looks like someone else's data. You are in the wrong company. Switch Tenant in the user menu.

Missing menus and buttons

A colleague has a menu you do not. Menus follow permissions. Ask an administrator which role you hold and what it carries. See Roles and permissions.

You see the menu but cannot save anything. Your role has view or create for that area but not update. That combination is normal, not a fault.

"Access Denied!" on a page you reached from a link. Same cause. The link was valid; the permission is not yours.

Change Password does nothing but show "Page Not Found". Known. Change it from Profile instead — see Your profile and notifications.

Forms expands but is empty. No form template is active, or none is allowed for your role.

Submitting

Submit is refused: "Complete all required fields." A required field is empty. The empty ones are marked. Save Draft still works.

A date field will not accept a Saturday. Allow Weekends is off for that field on that form.

The attachment is refused. Signature requests take PDFs up to 50 MB. Form attachments follow whatever the form asks for.

Your own submitted document is not editable. Only DRAFT and REJECTED are editable, and only by the submitter. Ask an approver to reject it if it genuinely has to change.

The document number looks wrong. Numbering is set on the form template, including the department code and the reset period. See Form templates.

Documents that do not move

It has sat at PENDING for days and nobody is listed as approver. The step asks for a position — Atasan 1, Kepala Departemen — that the submitter's branch cannot supply. Usually a department with no parent, or a parent with no head. An administrator can confirm with Preview Approver on the template, then fix the department tree.

It vanished from your queue before you acted. An OR step. Someone else on it decided, which settles the step for everyone.

You are an approver but there is no decision box. It is not your turn, or the step is already settled. The Approval Flow timeline shows where it is.

Approvals still reach you after you delegated them. Delegation adds a person, it does not remove you. Both of you can act.

Work keeps going to a delegate you no longer need. Delegations have no end date and never expire. Remove them from Settings → User Delegation.

Signatures

Submit is refused: "each signer must have at least one signature area." Someone in the signer list has not been placed on the page.

Submit is refused: "the verification QR must be placed." QR Verification is on but the QR has not been dropped onto the document.

"This email is registered in the active company." That person has an account. Add them from Registered Users rather than as an external signer.

The request went to EXPIRED. Its validity window ran out before everyone signed. Token Expiration in Company settings governs it; raise it, or create a new request.

Signatures are not visible in the final PDF. Show Signature was off when the request was created.

Only one person can sign at a time. Serial mode. Use Parallel if the order does not matter.

Attachments and files

An attachment returns nothing. The record and the file are stored separately. If the record opens but the file does not, report it — the document itself is intact.

Download Document is missing on an approved document. The PDF is still being assembled. Reload in a moment.

Notifications and email

The bell works but no email arrives. Email is a separate channel with its own company settings. See Company settings.

Reminders are too frequent. Broadcast Interval in the same place, or switch reminders off.

Emails come from an unrecognisable sender. Sender Name and Reply To, same tab.

Language and display

Switching language leaves some text unchanged. Only Epruvo's own labels are translated. Form names, field labels, notes, company names, and status codes are content people typed, and stay as entered.

Some labels are in Indonesian even in English. A few are not translated at all: the approver groups (Atasan 1, Atasan 2, Atasan 3, Kepala Departemen), the numbering reset options (Berkelanjutan, Bulanan, Tahunan), and the active status badges (AKTIF, TIDAK AKTIF).

Times are consistently off by hours. Time Zone on the Account tab of Company settings.

Verification links

A scanned QR says the document was not found. Either the address was misread, or the document was never completed. Only finished documents verify.

The verification page shows less than expected. Show History Log is off for your company.

An external link no longer works. It expired or was already used. Ask for a fresh one.

Still stuck

Note the document number, what you expected, and what happened instead, then ask whoever administers Epruvo in your company. With those three things they can usually answer without reproducing it.