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Troubleshooting

Running into an issue? These quick checks can help resolve the most common problems. When a step refers to a setting, the link will guide you to the right place in the documentation.

Common problems​

Publish is disabled​

  • Open My Profile and confirm your Role.
  • Ask an admin to grant Publish on DPPs (see Settings › Roles & Permissions).
tip

Republishing keeps the same QR. To generate a new QR, clone the model and publish the clone.

QR code is not visible​

  • Open the Model Overview.
  • Select Publish (if unpublished).
  • Select Display QR Code.

DPP didn’t update after editing​

  • Select Save on the edit form.
  • If the DPP shows Out of Sync, select Republish in the Digital Product Passport panel.
  • Refresh the DPP Preview and clear your browser cache if needed.

Can’t save a model​

  • Check for required fields (look for * indicators in the form).
  • If some fields are incomplete, a Before You Proceed... dialog opens. Select Save Anyway to save the model, or Cancel to complete the fields first.
  • Confirm with your workspace admin your role has Update on Products.

Can’t attach a document​

  • Ensure your document is uploaded to the Documents Library.
  • Open Documents from the left navigation; if the document does not exist, you will need to upload it first.
  • Click on Add New → set Document Name, Document Type, Folder, Description, then upload your document.
  • Save the Document.
  • Navigate to your Model (or create a new one).
  • Inside creation find the Select Documents field, and select the uploaded file.

Events don’t appear in the DPP journey​

  • Confirm you added the event at the correct level (Model vs Batch).
  • Ensure the Event Added date and Location are set and Create Event was selected.
  • If the model/batch is unpublished, Publish it and then refresh the DPP Preview.

Access key doesn’t work (Error codes 401/403)​

  • In Settings › Access Keys, verify the key exists and is active.
  • Check Define Permissions scopes; enable least-privilege rights needed.
  • Rotate the key (create a new one) and update the integration secrets.

Batch creation fails​

  • Enter a Quantity greater than 0 and complete the batch fields.
  • Choose DPP per item or One DPP for the batch (required).
  • Select Create Batch, then confirm any dialog displayed.
  • If Add New Batch shows a lock icon, your organisation has reached its batch quota. Contact your admin.

CTA button not showing​

  • In Company › About, turn on Enable Links, and set Add Store Link and Button Label.
  • In the model’s store information, ensure the CTA is defined (if you override the global).
  • Publish the model; refresh the DPP Preview.

Branding is hard to read​

  • In Company › Identity › Branding, adjust the colours.
  • Ensure text/background combinations meet WCAG AA contrast.
  • Reopen DPP Preview to verify legibility.

I don’t see an option I need​

  • Check your Role in My Profile.
  • Ask your workspace admin to adjust permissions in Settings › Roles & Permissions.
  • Some features are plan-dependent; look for Upgrade plan prompts or contact your admin.


Platform status​

If you suspect a Provenant service is unavailable or degraded rather than a workspace configuration issue, check status.provenant.com for current availability and incident history across Provenant applications.

Status

When to contact support​

  • You’ve verified permissions and completed required fields, but the action is still unavailable.
  • Errors persist after publish/unpublish or key rotation.
  • You need access to a feature flagged for a higher plan.