Fix and retry a failed run

Find the step where a run failed, correct the cause, such as an expired connection or a missing field, and retry the run from that step.

By the end of this page, you will have found why a run failed, fixed the cause, and started a retry that picks up where the run stopped, without redoing the work that already finished.

Before you start

Find the run. Failed runs are listed on the Needs attention tab of Runs.
If the fix is in a connected system, such as a missing customer record, you need access to that system.

Find the cause and retry

Open the failed run

On Runs, open the Needs attention tab and select the run's name.

In Studio: Runs > Needs attention. Failed runs and runs waiting for approval are listed here.

Read what went wrong

Select the step marked Failed. Under What went wrong, Loopfour explains the cause in plain words and says who can fix it:

You can fix this, followed by the steps To fix it.
Loopfour support needs to fix this. Wait for support before you retry.

Check Already done in this run. It lists work the run finished before it failed, such as an invoice it already created, so you do not repeat it by hand.

Fix the cause

Common fixes:

A connection expired or is missing: select the Reconnect or Connect button on the step. It takes you to Integrations. See A connection stopped working.
Data was missing or wrong in a connected system, such as a customer that does not exist in your ledger: correct it in that system.
An approval was rejected or timed out: decide whether the request should go out again. A retry asks for the approval again.

Start the retry

Select Retry from failed block at the top of the run, or Retry from this block on the failed step. If the run was stopped, the button reads Retry from where it stopped.

Check the preview before you start

The Retry run window shows what will happen:

Start from: the step the retry begins at. One option is marked Recommended.
Reused from this run: steps that finished and are reused, not run again.
Runs again: steps that will run again, with how many of them write or send data.
Each step that runs again is tagged, for example Reaches the customer, Sends an email, Writes to a named system, Writes to a table or Reads only.

If the retry could repeat something that matters, such as sending an email to a customer twice, you must tick a box such as I understand these blocks will run again before you can start.

Start it

Select Start retry. Loopfour starts a new run linked to the failed one, with the same input. The Retry started screen links to the new run.

Things to know about retries

A retry is a new run. The failed run stays as it was, so your record shows both. Each run links to the other.
A retry uses the same workflow version as the failed run. If your fix was a change to the workflow itself, deploy the change and start a new run instead. See Deploy, test and change a workflow.
Earlier steps can run again. For example, if an approval failed, the retry asks for it again, and the steps after it run again too. The preview lists them.
Paths the run did not take stay skipped.
Run again starts the whole workflow from the first step. It is offered on finished runs, including completed ones.
You can retry failed and stopped runs. A run that completed can only be run again.

Check it worked

The new run appears at the top of Runs and its header says Retry of run with a link to the failed one.
The failed run's header says Retried as run with a link to the new one.

If something goes wrong

"This run cannot be retried yet": the run has not ended. A run can be retried after it has finished, failed or been stopped.
"This run cannot be retried": the workflow steps this run used are no longer stored, so a retry would not run the same steps. Start the workflow again instead. All its steps run again, so a step that already sent or wrote something does so a second time.
"We could not tell if the retry started": look for a new run linked to this one before you try again, so you do not start two.
The retry fails the same way: the cause is not fixed yet. See Error messages explained, or Get help.

Fix and retry a failed run

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