My process won't execute, what do I do?
If you’ve scheduled or attempted to start a process in Heptora and it hasn’t executed as expected, it may be due to one of the following reasons. Follow these steps to identify the problem and solve it.
1. Check the task status
Section titled “1. Check the task status”First, verify the status of your process in the executions panel.
Is it in “Pending” state?
Section titled “Is it in “Pending” state?”This means the process hasn’t been executed yet. The most common cause is that the Heptora robot (the software that executes tasks) is not connected or you don’t have it installed.
Solution:
- Make sure the robot is open and running on your computer
- Verify that the robot shows “Connected” status
- If you don’t have the robot installed, consult the installation guide
2. Verify your robot version
Section titled “2. Verify your robot version”It’s crucial that your robot is always up to date to ensure compatibility and proper process execution.
Do you have the latest version?
Section titled “Do you have the latest version?”Sometimes, a process won’t execute if the robot trying to run it is an old version. You can check your robot version in its settings and consult the most recent version available.
How to verify:
- Open the Heptora Robot application
- Go to Settings or Configuration
- Look for the “Version” section
- Compare with the latest version available at app.heptora.com
How to update:
- Download the latest robot version from the web portal
- Close the current robot
- Install the new version
- Restart the robot
- Verify it connects correctly
3. Confirm the robot license
Section titled “3. Confirm the robot license”Each process is assigned to a robot, and it needs an active license to function.
Is the robot license valid?
Section titled “Is the robot license valid?”Access the robot settings to verify that the license hasn’t expired or been unassigned by mistake.
Steps to verify:
- Open the Heptora Robot
- Go to Settings → License
- Check the license status:
- ✅ Active: All good
- ⚠️ Expired: You need to renew
- ❌ Not assigned: Contact your administrator
Common license problems:
| Problem | Cause | Solution |
|---|---|---|
| Expired license | Subscription ended | Renew license in web portal |
| Unassigned license | Configuration change | Reassign license to correct robot |
| License on another robot | Configuration error | Release license and reassign |
| Robot limit reached | Plan exceeded | Upgrade plan or release unused licenses |
4. Is it a scheduled process?
Section titled “4. Is it a scheduled process?”If the process that’s not executing was scheduled, it’s important to review its configuration.
Has there been any change in the schedule?
Section titled “Has there been any change in the schedule?”Review the date and time of the schedule. Someone may have modified it accidentally, or there may have been a change in the server’s time configuration.
Important verifications:
a) Time zone (GMT +00)
Section titled “a) Time zone (GMT +00)”If you’re in Spain (GMT+1 in winter, GMT+2 in summer) and want the process to execute at 10:00 AM local time:
- Winter: Schedule at 09:00 GMT
- Summer: Schedule at 08:00 GMT
Common conversion table:
| Local time (Madrid) | GMT time (Winter) | GMT time (Summer) |
|---|---|---|
| 08:00 AM | 07:00 | 06:00 |
| 10:00 AM | 09:00 | 08:00 |
| 02:00 PM | 13:00 | 12:00 |
| 06:00 PM | 17:00 | 16:00 |
| 11:00 PM | 22:00 | 21:00 |
b) Execution days
Section titled “b) Execution days”Verify that:
- The selected days of the week are correct
- There are no date exceptions or exclusions
- The repeat pattern (daily, weekly, monthly) is as expected
c) Assigned robot
Section titled “c) Assigned robot”Is the robot still configured correctly? Confirm that the process is still assigned to the correct robot. Sometimes, a reconfiguration can unlink the scheduled robot.
How to verify:
- Access the Heptora web portal
- Go to Processes
- Select the problematic process
- Review the Schedule section
- Verify:
- Assigned robot
- Configured schedule (in GMT +00)
- Active days
- Status (active/inactive)
Quick Diagnostic Checklist
Section titled “Quick Diagnostic Checklist”Use this list to diagnose the problem systematically:
- Task status: Does it appear as “Pending” in the panel?
- Robot running: Is the robot open and connected?
- Robot version: Do you have the latest version installed?
- Active license: Is the license valid and assigned?
- Scheduled process: If applicable, is the schedule active?
- GMT time: If applicable, is it correctly set to GMT +00?
- Assigned robot: Does the process point to the correct robot?
- Network and connectivity: Is there Internet connection?
Information for Support
Section titled “Information for Support”If after reviewing all these points the problem persists, it may be a more specific technical issue.
What information to gather before contacting
Section titled “What information to gather before contacting”Before contacting support, have the following information ready to speed up diagnosis:
Basic information:
- Name of the process that won’t execute
- Process ID (if available)
- Date and time when you tried to execute it
- Is it manual or scheduled execution?
Robot information:
- Name of assigned robot
- Installed robot version
- Current robot status (connected/disconnected)
- Operating system (Windows 10, Windows 11, Windows Server, etc.)
License information:
- License status (active, expired, not assigned)
- License expiration date
Useful screenshots:
- Executions panel showing process status
- Process configuration (schedule, assigned robot)
- Robot window showing its status and version
- Error message, if any
How to contact support
Section titled “How to contact support”We recommend contacting our technical support team via:
Email: help@heptora.com
Include in your email:
- All information gathered from the previous section
- Clear description of the problem
- Steps you’ve already tried to solve it
- Urgency (whether it’s critical or can wait)
Common Problems and Solutions
Section titled “Common Problems and Solutions”Problem: “The robot is connected but the process won’t start”
Section titled “Problem: “The robot is connected but the process won’t start””Possible causes:
- The process is assigned to a different robot
- There’s a running task blocking the new one
- The robot momentarily lost connection
Solutions:
- Verify in the web portal that the process is assigned to the correct robot
- Wait for any running task to finish
- Restart the robot and try again
Problem: “The process executed but not at the scheduled time”
Section titled “Problem: “The process executed but not at the scheduled time””Possible causes:
- Incorrect time zone conversion
- The robot was off at the scheduled time
- Conflict with another task scheduled at the same time
Solutions:
- Recalculate the schedule in GMT +00
- Ensure the robot is always on during execution hours
- Check that there are no schedule overlaps
Problem: “The process worked before but now it doesn’t”
Section titled “Problem: “The process worked before but now it doesn’t””Possible causes:
- Pending robot update
- Change in the website or application being automated
- Recently expired license
- Change in access credentials
Solutions:
- Update the robot to the latest version
- Verify that target pages/applications haven’t changed
- Review license status
- Update credentials in Secrets Management
Problem Prevention
Section titled “Problem Prevention”Best practices to avoid execution failures
Section titled “Best practices to avoid execution failures”Regular maintenance:
- Update the robot when new versions are available
- Regularly review license status
- Verify that schedules remain correct
Monitoring:
- Review the executions panel daily
- Set up email notifications for critical processes
- Keep a log of schedule changes
Documentation:
- Document your process schedules
- Note changes in schedules (especially with seasonal time changes)
- Keep an updated inventory of robots and their versions
Redundancy:
- For critical processes, consider having a backup robot
- Configure automatic retries if available
- Keep backups of configurations
Need more help?
Section titled “Need more help?”If this guide didn’t solve your problem or you found an error in the documentation:
- Technical support: help@heptora.com
- Clearly describe the problem you encountered
- Include screenshots if possible
- Indicate which documentation steps you followed
Our support team will help you resolve any issue.
Related Resources
Section titled “Related Resources”- Robot Installation on Windows - How to install and configure the robot
- Credentials Configuration - Access management
- Execution Results - Understand OK, KO, and ERROR
- Secrets Management - Protect your credentials