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tmcurley
New Participant
September 28, 2023
Solved

"Error Generating Proof" message

  • September 28, 2023
  • 7 replies
  • 6515 views

I'm suddenly unable to create proofs - I receive an "Error Generating Proof" message in the top right of the screen. First started when I tried to load a new version of an existing proof I created. Tried in both safari and chrome, restarted and shutdown. Can anyone help troubleshoot? 

 

    Best answer by KellieGardner

    @tmcurley @jessicam7443460 -

     

    Just had a call with Workfront Support. They've identified what is causing the glitch and they are investigating.

     

    In the meantime, there are 2 workarounds.

    1) The one I've mentioned where they can load a document and generate a proof.

    2) If you have access to modify the access levels you need to toggle on the View Contact Information under users 

     

     

    I'll keep you posted on anything else I'm able to learn.

     

     

    7 replies

    ScottBi3
    ScottBi3
    New Participant
    June 10, 2025

    I am getting this error, but not sure what it is or if it's the same issue - CJMMAS-2002-200

    R
    RohiteshPr1
    New Participant
    June 20, 2024

    Workfront came back with the issue resolution saying that one of the servers wasn't responding for a period. Their devs were able to go and clear that up. More specifically, the image reader that helps render the proofs had a bit of a hiccup, but all is fixed now!

    KellieGardner
    KellieGardner
    New Participant
    October 3, 2023

    @jessicam7443460 @tmcurley - I was told by support today that this is something the product team would have to roadmap into the tool.

     

    I would suggest your System Admins submit support tickets to Workfront. As I've mentioned before, the more reports of a bug or issue the higher the chances it will make it onto a fix list.

     

    In the meantime, providing users with view contact information access to users for our license types or using the workaround is the only way to fix the issue. 

    J
    JessicaMa13
    New Participant
    April 5, 2024

    Hi Kellie,

     

    I am having trouble uploading proofs again. The proof will upload but it will stay stuck on "generating proof". I've tried the "upload document" workaround and that won't work either.

     

    Can you help?

     

    Thanks!

     

    KellieGardner
    KellieGardnerAccepted solution
    New Participant
    October 2, 2023

    @tmcurley @jessicam7443460 -

     

    Just had a call with Workfront Support. They've identified what is causing the glitch and they are investigating.

     

    In the meantime, there are 2 workarounds.

    1) The one I've mentioned where they can load a document and generate a proof.

    2) If you have access to modify the access levels you need to toggle on the View Contact Information under users 

     

     

    I'll keep you posted on anything else I'm able to learn.

     

     

    T
    tmcurleyAuthor
    New Participant
    October 2, 2023

    Thank you for the update! I was able to load as a document and generate as a proof in the meantime. Hoping they have a fix soon. Did they say they would notify you once they fix? 

    KellieGardner
    KellieGardner
    New Participant
    October 2, 2023

    Yes they are keeping me updated through my support ticket.

    jessicam7443460
    jessicam7443460
    New Participant
    October 1, 2023

    I am having the same issue. Let me know if you find anything out! 

    Madalyn_Destafney
    Madalyn_Destafney
    New Participant
    September 28, 2023

    I've gotten these in the past and then honestly had to just refresh a few times over a while (or sometimes just a minute) and it works again. I know you shut down and restarted, but have you cleared your cache in a while? That also sometimes has odd impacts on things in WF. Also, are you uploading a supported proof type? Is your file size within the limit? More on that here: https://experienceleague.adobe.com/docs/workfront/using/review-and-approve-work/proofing/proofing-overview/supported-proofing-file-types.html?lang=en 

    If this helped you, please mark correct to help others : )
    T
    tmcurleyAuthor
    New Participant
    September 29, 2023

    Hi! File is a pdf within the size limit and uploaded without a problem. Cleared cache and still receiving the Error message when trying to create a proof. 

    Madalyn_Destafney
    Madalyn_Destafney
    New Participant
    September 29, 2023

    Man that's frustrating. If the person who can submit a ticket is still OOO, perhaps in the interim you can upload it as a regular document and tag the approver(s) on it to review. Not ideal like a proof, but an interim way to still get it in front of people within WF.

    If this helped you, please mark correct to help others : )
    KellieGardner
    KellieGardner
    New Participant
    September 28, 2023

    @tmcurley - I would submit a support ticket with Workfront. They will be able to check all of your settings and help troubleshoot your system. 

     

    https://experienceleague.adobe.com/?lang=en&support-tab=open-ticket#support 

     

     

    T
    tmcurleyAuthor
    New Participant
    September 28, 2023

    Hi! I tried to open a ticket but i'm "not a support entitled user within the org". Unfortunately our only admin is OOO.

    KellieGardner
    KellieGardner
    New Participant
    September 29, 2023

    some of my users are having this same issue as of yesterday without having changed anything on their profiles. I have a support ticket opened and I'll you know what I find out. One thing I found is they are able to load a document and then generate a proof from it. This might be a good workaround if you are still experiencing issues. 

     

     

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