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Troubleshoot a Macro case

Knowledge Article Number 000220176
Description

Macros are an amazing productivity tool that allows to automate certain actions to quickly reuse them in the future saving time for your users.

Get recommendations on how to approach a Macro case in order to resolve potential errors for yourself or to provide the right information to Salesforce Support if you have to create a case.

Resolution

Instructions not executing as expected, can you manually replay the scenario that the automated Macro was supposed to perform?

A Macro is designed to automate a set of actions the user should be performing in the screen(s) they have in front of them. You can't design a Macro to do more than what a user could do by themselves. So, if you can't repeat the action manually then it's very unlikely that the problem will be in the Macro, it can be related to the components the Macro is designed to interact with.

In such cases please analyze the instruction that you cannot perform and try to figure out the reason why that instruction is failing. Some of the questions below might help you with this.

 

Do you receive an Internal Server Error?

Then, like in the previous question, please try to reproduce the instructions manually. If you see the Internal Server Error manually then investigate what is being done in that specific moment. It's not likely to be related to the Macro but to a specific scenario.

If you find the manual steps that result in the error and you can't figure out what causes it, please create a case with Salesforce Support and provide:

  • Org ID
  • Login access as the affected User
  • Information about the steps that caused the error
  • The Error ID you receive
  • A screenshot, to know if the affected user was operating on single or multiple monitors mode
  • The browser being used 

 

Getting a "The instruction is not available" error message?

If so, please review the article about "The instruction is not available" error message.

 

Are you getting a "The publisher action is not available" error message?

If so, please review our article that covers the action not available error message.

 

Are you getting a "This Macro can't be used on the current tab" error message?

If so, please make sure you're in the Tab that the Macro Instruction has selected. For example, if the first instruction is "Select Active Case Tab" you can't execute the Macro when the focus is in the Account Tab.
 

Are you getting any other generic error when in the Macro Browser?

Review possible recent changes to your Organization, changes on the Page Layout, changes to the access the Affected User has on certain Objects, changes to the Field Level Security, changes to Org Preferences or User Permissions. One or more of this changes could have impacted the Macro or its Instructions.

 

Is the spinner still visible but the Macro has stopped?

This could mean a Javascript error, it could be an error on the Macro engine or perhaps on some of the underlying functionality being invoked (Feeds, Knowledge...).

If this is the case please try to use a separate browser and see if the issue still appears. If it does, it would be helpful to see if there's any Javascript error in the Browser's Developer Console. You can typically open the browser's console pressing F12.

If you can't resolve this issue please create a case with Salesforce Support and provide:

  • Org Id
  • Login access as the affected User
  • Information about the steps taken to see the error and the Javascript logs if you captured them
  • A screenshot, to know if the affected user was operating on single or multiple monitors mode
  • The browser being used 




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