Before you start
- Open the document. If you cannot find it or it does not open, see I can't see a document.
- Find your symptom under If something is different, or work through the checks below.
Check first
Check these in this order.
You are named on this version in the role that signs its current status. Open the Roles tab of the document.
Status Who signs Draft Authors Under Review Reviewers Under Signing By Approver Approvers Under Signing By QA QAs Your role can sign. For a Read Only User the status button is greyed out.
You have opened this version or downloaded it. Select Download (the download icon at the top of the page).
The status button's tooltip. If the button is greyed out, hover it: the tooltip says what stops you.
Result
You know what stops you and who can change it:
- People are named on a document with Update Roles (the button at the top of the document page; see Name people on a document (Update Roles)). Update Roles is shown to an Administrator, a Supervisor and a Regular User, and never to a Read Only User. While the document is in Under Review, Under Signing By Approver or Under Signing By QA, the Supervisors and Regular Users named on it do not see Update Roles, so they cannot name you on it then.
Next: sign as described in Review and approve a document, or, as an author, in Send a document for review.
If something is different
The status button is greyed out, and its tooltip says why.
Find the tooltip in the table.
| The tooltip reads | What to do |
|---|---|
| "You must open or download this version of the document before you can sign it." | Select Download. The button becomes available once you have. |
| "Already signed as your role for this status", for example "Already signed as Reviewers for Under Review status" | You have signed. The document moves on when the others in your role have signed too. |
| "Please upload file first!" | The document is in Created and has no file yet. An author uploads it. See Create a document from a template. |
| "Authors can change status from Published to Force Review" | You are not named in Authors on this document. On a Published document, Update Roles is shown: see the Result above. |
The status button is greyed out, and there is no tooltip.
This is what a Read Only User sees: the status button is greyed out and has no tooltip.
The Escalate panel opens, but the move you expect is not there.
- To return a document to its authors, you need the line Escalate status back to Draft. The Reviewers have it in Under Review, the Approvers in Under Signing By Approver and the QAs in Under Signing By QA, before they sign. See Send a document back to Draft.
- An author in Draft gets the form Escalate status to Under Review straight away, with no panel.
The message reads "These credentials do not match our records."
The password is not the one you sign in to Complere with. Type it again.
None of the checks explains it.
Contact Complere support (see Ask Complere support for help). Include the document's ID, its current status, and a screenshot of the status button with its tooltip.