Common Error Messages

This page explains the messages you might see while using PhoneTools, and what to do about them.

The messages are quoted here exactly as PhoneTools shows them, so you can search this page for the text in front of you.

When Screening a Record

These appear as a red message at the top of the record page when a user presses Screen. The message clears itself after about ten seconds.

Message	What It Means	What To Do
Your PhoneScreen account has run out of credits. Please contact ProvenWorks at sales@provenworks.com or +44 (0) 118 321 7405 to purchase additional credits for this service.	Your organisation has used all of its screening credits for the register being screened. Nobody can screen until more are bought.	Pass it to your Salesforce administrator. See Buying More Credits below.
The current user does not have update access to the Account object or one of its fields to which access is required.	The user cannot update the object at all, so the screening result cannot be written back. The object name varies.	Grant the user edit access to the object. See Permission Set Assignments.
The current user does not have query+update access to the Account object or one of its fields to which access is required.	The object is updateable, but at least one of the three functional fields is not.	Grant edit access to the Phone Status Field, Next Screen Due Field and Screening Results Field. This is the commonest permission problem in PhoneTools.
You do not have the necessary permissions to view the Phone field on the Account object. Please contact your Salesforce administrator for assistance.	The user cannot read one of the fields PhoneTools needs. The field and object names vary.	Assign the PhoneTools Permission Set, and check field-level security on any custom field you have configured.

Note: The out-of-credits message says "PhoneScreen account" rather than "PhoneTools". PhoneScreen is the name of the underlying screening service, and the message comes from the service itself. It refers to your PhoneTools credits.

A message about access is not a sign that anything has been damaged. A record that could not be written to keeps the result it already had.

Nothing Happens, or the Card Shows a Message Instead of Numbers

If a problem occurs when the component first loads rather than when Screen is pressed, PhoneTools does not show a red message. Instead the card body carries the message, the list of numbers is not shown, and there is no Screen button to press. The cause is usually missing read access, so start with Permission Set Assignments.

If the card reads "This record has no screenable phone numbers.", nothing is wrong. Either the record holds no number in a phone field that is configured and enabled, or the object has no phone fields configured yet. See Configure a Field to Screen.

If Screen produces no result at all on a Lead, check whether the Lead has been converted. Converted Leads are never screened.

When Configuring a Phone Field

These appear on the PhoneTools Administration tab.

Message	What It Means	What To Do
'Phone Status Field' is mandatory	You saved a phone field with Enable Screening ticked but left a functional field unset. More than one may be named, for example 'Phone Status Field', 'Next Screen Due Field' are mandatory.	Choose a field for each of the three functional fields, then save again. See Configure a Field to Screen.
Incorrect formula field type: Needs_Phone_Screening__c	The field selected as Formula Field is not a type PhoneTools can read as a number. The field name varies.	Use a Number formula field with 0 decimal places. See Define a Screening Formula.
Invalid formula field type: Needs_Phone_Screening__c	The same problem, reported while a record was being screened rather than while you were saving the configuration.	As above.
Specified invalid alerts email address.	The value in Email address for screening alerts is not a valid email address.	Correct the address and save again. Your register selection is unchanged, but any phone field configuration change you made in the same save has been kept.
This Visualforce page is not designed for use with page layouts.	The PhoneTools administration page has been embedded in a record page layout.	Reach it from the PhoneTools Administration tab instead.
No telephone-number fields are configured for screening on this object; reconfigure PhoneTools and try again.	Screening was attempted on an object that has no phone field configured and enabled.	Configure at least one phone field on that object.

The Register Checkboxes Are Empty

Do-not-call databases to screen phone numbers against is populated by asking the screening service which registers your account covers. If the callout fails, the list renders empty and there is nothing to tick, even though both registers are normally selected by default.

You may also see a message beginning "Web service callout failed:".

This is a connection problem rather than a configuration problem. Check that the AzureDataservice Remote Site Setting still exists and points at https://phonescreen.provenworks.com, check status.provenworks.com, then try again.

When Running a Batch or Scheduled Screen

Message	What It Means	What To Do
No services are selected. Please check services to screen against and save settings.	No register is selected, so there is nothing to screen against and the batch does not start.	Select at least one register. See Choose Which Services to Screen Against.
No objects have been configured for screening.	You ran a screening count or a batch before configuring any phone field.	Configure at least one phone field. See Configure a Field to Screen.
In order to report credits exhaustion and other problems, PhoneTools needs a valid alerts email address to be configured before screening can be enabled.	Scheduled screening cannot be switched on without an alerts address.	Set Email address for screening alerts, then enable the job. See Schedule a Daily Batch Screening Job.
Operation cannot be performed as a screening operation is in progress. Please wait or click the 'Stop' button.	A screening job is already queued or running, and two cannot run at once.	Wait for it to finish, or select Stop and start again.
Operation cannot be performed as a reset is already in progress. Please wait.	A reset is already running.	Wait for it to finish.

Errors from a batch run are also emailed to the address in Email address for screening alerts, under the subject "PhoneTools: batch DNC-screening errors". Errors from a Flow are emailed under the subject "ScreenPhoneNumbers Error". If the alerts address is empty, the email goes to the user who started the job instead.

A Row in the Batch Table Has No Status

The table shows Queued, Processing, Completed, Aborted and Failed. Salesforce has a couple of other short-lived states, so a row can briefly show nothing in the Status column. Refresh the page.

When a Trigger Runs

Message	What It Means	What To Do
No default value was found for the PhoneScreeningStatus global picklist value set.	The Phone-Screening Status Global Value Set has no default value, so the trigger cannot reset a record's status.	Set NotScreened as the default value of the Global Value Set. Until this is fixed, saving a phone number change on any screened object fails.

Screening Statuses Are Not Updating

If a phone number changes and the record's status stays as it was, the trigger is not resetting the record. Check, in order:

1. Disable Account Trigger, Disable Contact Trigger and Disable Lead Trigger on the Phone Screen Settings Custom Setting. These switch the packaged triggers off. Because it is a hierarchy Custom Setting, a switch can be set for one profile or user rather than the whole organisation, so check the setting for the user doing the saving as well as the organisation default.
2. That the phone field is configured and also has Enable Screening ticked. A configured field with screening switched off is left alone.
3. That the object has a trigger at all, if it is not Account, Contact or Lead. See Create a Trigger.

Buying More Credits

PhoneTools holds credits separately for each register. The Screening Credits section of the PhoneTools Administration tab shows what is left on each, and Refresh Remaining re-reads it from the service.

To buy more, contact sales@provenworks.com, giving your Salesforce org ID. The org ID is shown underneath the Screening Credits table.

If credits run out part way through a batch run, PhoneTools also cancels the daily scheduled job, so remember to re-enable it once you have more. See Schedule a Daily Batch Screening Job.

Still Need Help?

If a message isn't listed here, or the suggested fix doesn't resolve it, contact ProvenWorks support:

• Email: support@provenworks.com
• Website: provenworks.com
• Service Status: status.provenworks.com

Include your Org ID, the record affected, and roughly when the issue occurred. For a batch problem, the Apex job ID from the alert email helps us trace the run.