Troubleshooting scenarios

The Delete option is unavailable

Solution If you cannot see the Delete option for a Symphony or activity, you need to verify your security roles. For more information on security roles, see Security roles.

A Symphony fails validation before deployment

When you click the Save button while creating or editing a Symphony, one or more of these errors are displayed:

• Variable not found
• Input not assigned
• Condition is invalid

Cause: These errors typically occur when:

• A Symphony variable was deleted but is still referenced.
• Activity input or output mappings are incomplete.
• A state condition references a variable that no longer exists.
• An activity was removed without updating its transitions or mappings.

Solution: To resolve the issue follow these steps:

1. Review the Symphony for missing or invalid variable references.
2. Remap inputs and outputs or recreate the deleted variable if needed.
3. Update or remove state conditions that reference non‑existent variables.
4. Re‑validate the Symphony to confirm that all errors are resolved

A Data Flow activity runs, but the outputs are empty or null

This issue occurs when a Data Flow activity runs successfully, but output values are not passed back to the Symphony.

Cause: Common causes include:

• Output variables are not defined or configured in the Data Flow activity.
• The Data Flow does not assign values to its output entities.
• The mapping between the Data Flow output and the Symphony variable is missing.

Solution: To resolve the issue:

1. Open the Data Flow activity in the Symphony.
2. Verify that output parameters are defined for the activity.
3. Confirm that the construct or map assigns values to the output entities.
4. Ensure the Data Flow output is mapped to the correct Symphony variable.
5. Re-run or validate the Symphony to confirm the issue is resolved.

The Workflow activity does not launch

This issue occurs when the Symphony does not reach the Workflow state or cannot start the Workflow.

Cause: Common causes include:

• The Symphony never entered the state that contains the Workflow.
• Transition conditions on the previous state prevented the state change.
• Required input variables for the Workflow activity are missing.
• Workflow security settings, user or role assignments are misconfigured.

Solution: To resolve the issue:

1. Review the transition logic leading to the Workflow state.
2. Verify that all required input variables are populated.
3. Confirm that the correct users or roles are assigned to the Workflow.
4. Re-run the Symphony and monitor the execution path to ensure the Workflow state is reached.

Symphony runs incorrectly after a deleting a variable

Cause: This issue occurs when a Symphony variable that was previously deleted is still referenced within the Symphony. The variable may have been used in:

• A state condition
• An activity input
• An activity output mapping
• A loop or decision expression

As a result, conditions may evaluate incorrectly, activities may run with incomplete inputs, and workflows may not receive required context values.

Solution: To resolve the issue:

1. Search the Symphony for broken or missing variable bindings.
2. Restore the deleted variable if it is still required.
3. Reassign or update activity inputs and outputs as needed.
4. Re-test the full Symphony to ensure correct execution order and data flow.

Data Flow activity fails before execution

Cause: This issue occurs when a Data Flow cannot start or receive the required data. Common causes include:

• Required input variables were not set before the activity ran
• Input values are formatted incorrectly or do not match what the flow expects
• The connector used by the flow is misconfigured. For example, a missing or invalid file path.

Solution: To resolve the issue:

1. Open the Data Flow activity and review all configured input values.
2. Verify that the Symphony is passing valid and correctly formatted inputs.
3. Test the flow directly in ION Desk to confirm it runs successfully on its own.
4. Review and update the connector configuration as needed.
5. Re-run the Symphony to confirm successful execution.

Incorrect branching or infinite loops

Cause: This issue occurs when conditional logic evaluates incorrectly.

Common causes include:

• Typos or mismatches in variable names
• Variables not populated because a previous activity did not assign a value
• Incorrect operators used in conditions. For example, = instead of ==
• Data type mismatches, such as comparing a string value to a numeric value

As a result, Symphonies may follow the wrong execution path or fail to exit loops.

Solution: To resolve the issue:

1. Review and correct all conditional expressions for accuracy.
2. Log or inspect variable values immediately before the decision state.
3. Verify that variable data types match the types used in comparisons.
4. Correct case‑sensitivity issues.

   For example: approved to Approved.

5. Re‑run the Symphony to confirm correct branching and loop behavior.

Symphony execution is delayed or stalled

Cause: This issue occurs when an activity cannot be completed in a timely manner.

Common causes include:

• Connector timeouts while waiting for external responses
• Processing of large payloads within a Data Flow
• The Symphony is waiting for a user decision in a Workflow
• Slow response times from external systems such as ERP applications or APIs

Solution: To resolve the issue:

1. Review the execution logs to identify where the Symphony is waiting or slowing down.
2. If large payloads are involved, split the flow into smaller steps.
3. Verify that Workflow tasks are correctly assigned and being acted upon by users.
4. Check the status of external systems and coordinate with application owners if delays are expected.
5. Re-run the Symphony and monitor execution behavior.