Document or printer issue

This scenario has two levels: what the end user should do first, and what Customer IT or the partner should check if the issue continues.

For end users: do these three things first

What to do when something you printed did not appear. No technical knowledge needed.

1. Wait 60 seconds. Large jobs and first-of-the-day prints can take a moment.
2. Check the printer. Is it powered on? Out of paper, toner, or labels? Any error light or message on the display? Fix what you can see.
3. Try again once. If the ERP allows, reprint the document.

If it still does not work, tell your IT helpdesk:

• What you tried to print — document type, document number, customer.
• Which printer — name or location.
• What time you tried.
• What happened — nothing at all, error message, wrong output, partial output.
• Whether any of your colleagues had the same problem in the last hour.

Please do not:

• Reprint the same document twenty times. This creates a queue of duplicate jobs that someone has to clean up.
• Call Interform directly. Your IT helpdesk or implementation partner is your first point of contact.

Reported

Printer PRT_WH_01 stopped printing delivery notes at 09:15. Nothing comes out.

For Customer IT and partners: diagnose the printer scenario

Step 0

Is this actually an Interform issue?

• Ask the warehouse: has anything printed on PRT_WH_01 today? No, not since 09:10.
• Try a direct print from the printer's own web UI or third-party application.

Result: direct test page fails. The printer or the network to it is the problem, not Interform. Check cable, power, IP, paper jam. Close the Interform ticket.

If the direct test page had succeeded, continue:

Step 1 — Service running?

Yes, NG2 service is up.

Step 2 — Web UI reachable?

Yes, admin UI loads.

Step 3 — Does the Job Log show the delivery notes?

Case A. Jobs are there, status “completed”. Interform sent the output. Problem is between NG2 and the printer.

Case B. Jobs are there, status “failed”. Read the error. “Printer offline”, “connection refused”, “timeout” all point to the printer or the network.

Case C. No jobs at all. Interform never received the spool or input. Check the ERP output queue and the connector. See Example 3.

When to escalate

Job Log shows a stack trace or error you do not recognise, or the same job fails consistently. Attach: version, platform, Job Log entry, interformng2.log excerpt, workflow name, and workflow or template export.

Licensing issue

Reported scenarios

• “We can no longer log in — licence expired message.”
• “A module we used to have is now unavailable.”
• “We are setting up a test or DR environment and need a separate licence.”
• “We moved Interform to a new server and the licence no longer matches.”

Step 0 — Clarify which kind of licence issue

Step 1 — Check the licence in the Admin UI

• Go to Admin UI → License. Note the licensed modules, the expiry date, and the request code shown.
• Take a screenshot and a copy of the text of this page — you will need it if you open a ticket.

Step 2 — Decide what you actually need

A. Licence has genuinely expired. Contact your Interform licence manager at admin@interformsoftware.com, or your implementation partner. Renewals are handled by administration and sales, not support.

B. You need a test, evaluation, or short-term licence. Email support@interformsoftware.com with subject “Test licence request”. On first launch, NG2 also offers a “request a test licence” option from the licence screen.

C. The system fingerprint changed. Happens when Interform moves to new hardware, the operating system is reinstalled, or on IBM i the system serial number or system ID changes. Open a support ticket with the Step 3 information.

Step 3 — Information required for any licence request

• Product: NG2, and any separately licensed modules needed.
• Licence type: new, renewal, module addition, test, DR, additional tenant.
• Company name and contract reference.
• Current InterformNG2 version and platform: Windows or IBM i.

Windows additionally: System details from System Information in the NG2 admin UI.

IBM i additionally: QSRLNBR, System ID, model and feature codes.

Step 4 — Activation

Online (most installations). Paste the licence key into the licence screen. Activation is automatic. Verify modules and expiry date after activation.

Offline (air-gapped). Send the request code from the licence screen to Interform, then upload the returned licence file via the Browse button.

Billing note

Issuing, replacing, and troubleshooting licences is usually not billable. Renewals and new modules are commercial and go through the licence manager and administration team.

ERP integration issue

Reported

Our ERP is not sending anything to Interform any more.

Step 0 — Is the ERP generating output?

• Log in to the ERP. Is the spool, output queue, or print job actually created?
• If the ERP did not generate the output, the problem is inside the ERP. Contact the ERP's own support or the ERP implementation partner.

Steps 1 and 2 — Interform service and UI

Confirm both are up and reachable.

Step 3 — Job Log

Filter by the expected workflow and the last hour. No entries means Interform never received anything. Entries with errors — read the error.

Step 4 — Where the problem is likely to sit

The integration between an ERP and Interform has three layers. Diagnose in this order.

1. ERP side. The ERP produces the output and hands it off. If nothing is produced, or the hand-off step inside the ERP is failing, this is an ERP problem. Work with the ERP partner or the ERP's support.
2. The connection between ERP and Interform. Network path, firewall, port, credentials, TLS certificates. Certificate expiry on either side is a very common cause of a working integration that suddenly stops.
3. Interform side. The inbound workflow or listener. If the Job Log shows entries with errors, this is where Interform support can help.

Step 7 — Certificates

ERP integrations frequently break after a certificate renewal on either side. A PKIX error in the Interform log points here.

When to escalate, and to whom

• If the ERP is not producing output at all. Contact the ERP's support or the ERP implementation partner. Interform does not troubleshoot ERP-internal configuration.
• If output is produced but not reaching Interform. Check the connection layer with your own IT team first. If that layer looks correct and Interform is still not receiving anything, open an Interform ticket.
• If Interform is receiving output but the Job Log shows errors. Open an Interform ticket. Attach the interformng2.log excerpt, the exported Job Log entry, the workflow name, the workflow export with dependencies, a sample input payload, and note anything that changed recently.

Billing note

Changing an ERP integration — a new connector, new data mapping, a new workflow to handle a new document type — is Professional Services, not support.