Troubleshooting PDFs

Things that go wrong with generated PDFs, and what to check first.

Logo is missing or blurry

• Missing — check Tenant Settings → Branding → Logo. Upload must be PNG or SVG, under 2 MB, with a transparent background.
• Blurry — the logo is smaller than the rendered size. Upload a 2–3× larger source PNG, or switch to SVG.
• Wrong logo on dark headers — set the dark-variant logo in Branding; the renderer picks it automatically for dark backgrounds.

Text in the wrong font

The chosen font isn't in the PDF-safe list, so the renderer substituted Noto Sans. Pick from the curated list in Branding (Inter, Roboto, Open Sans, Lato, Noto Sans, Source Sans).

Non-Latin characters render as boxes

Happens when the body font doesn't include the script used (e.g. Arabic, Chinese, Hindi). The renderer automatically falls back to a Noto subset for missing glyphs — if you still see boxes, the language / script combination isn't in our fallback set. Raise a support request.

Charges table is empty

The source record has no published charge lines. Check the quote / booking → Charges tab. Rates in "draft" state don't render on customer docs; publish the rate sheet first.

Totals are wrong

Almost always: currency mismatch on a charge line, or a tax component not included in the template's totals formula. Open the source record, review the charges, and verify the template's totals row binding.

Page breaks in awkward places

• Use explicit page break blocks before large tables.
• Mark totals rows as "keep with previous" in the block properties.
• Very long cargo lists may need pagination — bind the table to cargoLines[] with pageSize:20.

Customer received an outdated version

The source record changed after the document was sent. Regenerate (see regenerate-and-audit) with a reason, then re-send via email.

"Template not found" error

The doc type has no published template for the tenant. Open the Designer, create or import one, and Publish. Until published, generation falls back to the platform default template if enabled.

Still stuck

Capture the document id (visible in URL on Documents Center) and open a support ticket with the id and a short description. Our team can pull the render logs.