Issues:
Specific forms remain at 0% when trying to load.
Form loading 0% when attempting to resume a workstep.
Form loading 0% when attempting to open from Forms and Letters tab.
Forms not loading.
Unable to Resume Steps.
Unable to Resume Steps on a Record.
When resuming a step, I get a 'Status: undefined' error:
'Error mosaic has encountered an unexpected error Your request cannot be handled. Status: undefined Please contact support'
and when I click OK button I get Form loading 0% message
This is usually due to the worker not having a primary worker role on the date the step was started.
If a worker has a primary role with an end date before the started on date of a step they initiated, the step will not load when opened in Mosaic.
Check the start date of the workstep and who started the step.
Check who created the form and when it was created.
Check the worker roles and if the start date of this step is within any one of the worker's primary role.
Check the worker roles and verify if the form's creation date falls within any of the worker's primary roles.
Find the user using the find worker button at the top of screen.
Review the worker role start and end date and amend if appropriate to cover the period the step was started (if the worker role ended before the step start it may be possible to add the same worker role to cover the date range required, if appropriate). We recommended reviewing employment records if possible and the workers last login date to ensure the correct end date is added.
If it's not possible to amend the end date in the front or if this has been completed and the form still won't open, please raise a new case online and reference the title of this article.