Troubleshooting flows

As a BMC Helix Integration Service tenant administrator or a developer, you can refer to the following information to troubleshoot flow issues by understanding possible reasons of errors and corresponding actions to be performed; you can use the flow timeline and the debugger for troubleshooting flow issues.

Common flow issues

Use the following reference information to understand the possible causes of common flow issues, and to prevent or resolve multiple errors in flows by applying the required corrective actions.

IssuePossible causesCorrective actions
A flow does not run

The site used by the connector configuration is down.

Start Integration Controller for the reference site.

The third-party service is not available.

The flow run produces an error and automatically retries the target action every 5 minutes. Information about the error is displayed in flow timeline.

  • If the service becomes available during this time, the flow run is automatically resumed.
  • If the service does not become available, wait for the third-party service to resume, or file a support ticket with the third-party service provider. 

The flow is not approved.

Have an admin user approve the flow.

A flow runs, but does not receive any records

The application account does not have the required access.

Verify the application account credentials.

For a period of time, the application time skew prevents polling of the records.

Correct the time on the reference system. Use Network Time Protocol (NTP) to synchronize the clock.

A flow runs and receives records, but no records are passedConditions specified for receiving data are not correct.Specify the correct conditions to receive data.
A flow timeline displays errors

The triggers or actions have invalid parameters specified or mapped.

Validate the specified parameters for triggers. Validate the values mapped from the source for actions.

The application account does not have a required access.

Verify the application account credentials.
In actions, the required fields mapped from a source have empty values.Map values from fields that always have values, or hard code values for the required fields.

To use the flow timeline for troubleshooting flow issues

You can use the Timeline section of BMC Helix Integration Studio to view all activities that are performed with a particular flow (such as flow update and flow publish). In addition, you can see the list of all flow runs and related messages.

To access the Timeline section, perform the following actions:

  1. Go to My Flows, and select an appropriate flow.
  2. In the flow profile, click the Timeline tab, as shown in the following illustration:

  3. Use one or more of the following options to find the information you need:

    • Use the Interval filter to view the records for the following time periods: Today, Week, Month, or All.

      Records that are older than seven days are displayed in the aggregated view, and include all the flow events for a day summarized in one record, as shown in the following illustration:

    • Use the Type filter to select the Errors only records if you want to look up only error messages. Errors that occur during the flow run are displayed as shown in the following illustration:

  4. To see the error details, click Show more.


The error types and messages depend on the connector that failed to respond appropriately during the flow run.

To use the debugger for troubleshooting flow issues

If a flow run fails, and you need to receive more information than is available in a flow timeline, you can set the debug mode for a particular flow. The debugger shows what data is being passed and what errors occur during the flow run.


You cannot debug a flow in the following cases:

  • If a flow is in the Paused, Inactive, or Pending status.
  • If a flow is already running or already being debugged.
  • if a type of a source connector is the listening type.
  1. Go to My Flows, and select a flow that you want to debug.
  2. In the flow profile, click the debug mode button, as shown in the following illustration:

    The debug messages for the selected flow are displayed as shown in the following illustration:


    The debug messages are read-only; however, you can copy and paste them if you want to use this information for further analysis and troubleshooting.

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