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GridLane/Documentation/Troubleshooting
Documentation

Troubleshooting

Common installation, permissions, grid, Kanban board, rollout, drift, Slack, and plan issues and how to resolve them.

The app will not install

Check the following:

  • You are installing from the correct HighLevel app and using the current OAuth client credentials.
  • The GHL app Redirect URL exactly matches the Worker redirect URL.
  • The installing user is an agency owner or admin.
  • The Marketplace plan and card are valid if the app is paid.
  • The app has been approved for the install environment if you are testing a draft listing.

A Test Link still follows the Marketplace install flow. For development QA, a direct OAuth install can bypass Marketplace billing, but that does not replace testing the paid Marketplace flow.

If the browser or Marketplace only says that installation failed, check whether the failure happens before or after the HighLevel permission screen. Before usually means listing, plan, card, or redirect configuration. After usually means OAuth client credentials, redirect mismatch, or a callback error.

The custom page loads but no objects appear

  • Confirm the active HighLevel user can view the object in that account.
  • Reinstall or reauthorize if the object family needs a scope that has not been granted.
  • Refresh the object list by reopening the custom page.
  • Confirm the app is installed for the company that owns the selected location.

A custom object is missing

The object may not exist in the selected account, or the current user may not have permission to see it. Check the object in HighLevel first. GridLane can read the object only when HighLevel returns it for that location.

The grid says “No records found”

That means the object exists but has no records yet, or your active search and filters have hidden all rows. If you have create permission, GridLane shows an empty spreadsheet row and keeps the Add action available. Clear filters or search to see existing records.

A Kanban board will not open

  • The object needs a single-select or radio field with options. Add one, refresh the schema, and switch to Board again.
  • Opportunity boards need a pipeline with stages. Use the pipeline selector and refresh pipelines if a pipeline was just added.
  • Use Board settings to confirm the column field and visible columns. A hidden stage will not appear on the board.
  • Lane tabs and custom card fields require Pro or Enterprise.

A field cannot be added

  • You may not have permission to create columns.
  • The object may be a standard object whose field type cannot be created through the app.
  • Business fields use a different API path than contact and opportunity fields; reinstall if a write scope is missing.
  • The field name may already exist.

Bulk update failed

GridLane applies bulk changes row by row and reports progress. Failed rows are reverted. Check the cell validation message and confirm the selected rows still exist. Use the undo toast after a successful bulk update or delete if you need to reverse it.

A rollout is blocked or fails

Common reasons:

  • The target already has a custom object or field with a different type.
  • The destination has reached the 10-custom-object limit.
  • A standard object is missing from the target.
  • A field belongs to another blueprint and conflicts with the current template.
  • The location is over the 120-create-action cap for one queued rollout.
  • The HighLevel token is missing a required scope.

A failed rollout is retryable. The retry is add-only: existing objects and fields are skipped, and only still-missing items are attempted. Review the job detail and drift details before retrying.

Drift is blocked

A blocked status means GridLane found a conflict it will not automatically change. Typical causes are a field with a different data type, a local view or permission rule that conflicts with the blueprint, a custom-object capacity limit, or a missing standard object. Open the drift differences list for the exact action.

Slack alerts are not arriving

Check that Slack alerts are available on your plan, the webhook URL is saved, and the test alert was sent successfully. Confirm the Slack app or incoming webhook is still active. If the webhook was rotated, paste the new URL and save.

Plan features or limits are outdated

Plan changes are processed by the Marketplace. Return to Settings and choose Refresh plan. If the plan still does not update, confirm the Marketplace subscription is active and contact support.

Scheduled drift checks are not running

Scheduled drift is a Pro and Enterprise feature. Confirm the drift cadence is not set to Off, the blueprint is assigned to at least one account, and the account has been synced. A location that has never been checked is due immediately; later checks follow the cadence.

Reports look empty

Reporting snapshots build up as scheduled maintenance runs. A new account may have current portfolio data but no historical trend yet. Check the selected range and confirm the location has been checked at least once.

Still stuck

Email support@getgridlane.com with:

  • Your company name.
  • The client account where the issue happened.
  • The object or blueprint involved.
  • What you expected to happen.
  • The exact error message or a screenshot, if available.

Do not send OAuth tokens, passwords, or other secrets.