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Troubleshooting: Control 2.21 - AI Marketing Claims and Substantiation

Last Updated: January 2026 Support Contacts: Compliance Officer, AI Governance Lead Escalation Path: Legal → Chief Compliance Officer

Common Issues and Resolutions

Issue 1: Approval Workflow Not Triggering

Symptoms:

  • Claim submitted but no approval request sent
  • Workflow status shows "Not started"
  • Approvers not receiving notifications

Resolution Steps:

  1. Verify workflow is enabled:
  2. Navigate to Power Automate > My flows
  3. Locate the claims approval flow

  4. Ensure status shows "On"

  5. Check trigger conditions:

  6. Verify the workflow trigger is set to "When an item is created" or status change

  7. Confirm the list name matches exactly

  8. Verify connections:

  9. Open the flow in edit mode
  10. Check all connection references show green checkmarks

  11. Re-authenticate any connections showing errors

  12. Test with manual trigger:

  13. Run the flow manually with a test item
  14. Review run history for specific error

Root Cause: Usually connection timeout or disabled flow.

Symptoms:

  • Hyperlink field shows URL but clicking returns 404
  • "Access denied" error when clicking link
  • Link opens but shows wrong document

Resolution Steps:

  1. Verify document exists:
  2. Navigate directly to the Substantiation library

  3. Confirm the file is present at the expected location

  4. Check URL format:

  5. URL should be full path: https://tenant.sharepoint.com/sites/Site/Library/File.docx

  6. Not relative path: /sites/Site/Library/File.docx

  7. Verify permissions:

  8. User viewing the claim must have Read access to Substantiation library

  9. Check library permissions: Library settings > Permissions

  10. Re-link the document:

  11. Copy the correct URL from browser when viewing the document
  12. Edit the claim and update the Substantiation File field

Root Cause: Permission mismatch or incorrect URL format.

Issue 3: Quarterly Review Reminders Not Sending

Symptoms:

  • Claims past review date but no reminders sent
  • Scheduled flow shows no recent runs
  • Compliance Reviewer not receiving emails

Resolution Steps:

  1. Check flow schedule:
  2. Open the quarterly review flow
  3. Verify recurrence is set correctly (e.g., Weekly on Monday)

  4. Check "Next run" date/time

  5. Verify filter conditions:

  6. Review the "Get items" action filter
  7. Ensure it's checking NextReviewDate <= Today + 14 days

  8. Ensure it's filtering for Status = Approved only

  9. Check email action:

  10. Verify the "Send email" action has valid recipients

  11. Check if ComplianceReviewer field is populated on claims

  12. Run flow manually:

  13. Trigger the flow manually and review run history
  14. Check for "No items found" vs actual errors

Root Cause: Filter conditions too restrictive or email recipient field empty.

Issue 4: Claims Report Export Fails

Symptoms:

  • PowerShell script returns errors
  • Export file empty or incomplete
  • Connection authentication errors

Resolution Steps:

  1. Re-authenticate PnP connection: 

    Disconnect-PnPOnline
Connect-PnPOnline -Url $SiteUrl -Interactive

  2. Verify list name:

  3. Ensure list name in script matches exactly: "AI Marketing Claims Inventory"

  4. Check for extra spaces or typos

  5. Check permissions:

  6. User running script needs at minimum Read access

  7. For full export, Site Member or higher recommended

  8. Handle large lists:

  9. If list has >5000 items, use -PageSize 500 parameter
  10. Consider filtering by date range

Root Cause: Authentication timeout or permission insufficient.

Issue 5: Claim Stuck in "Under Review" Status

Symptoms:

  • Claim shows "Under Review" for extended period
  • No approval request visible to approvers
  • Workflow shows "Running" indefinitely

Resolution Steps:

  1. Check workflow run history:
  2. Power Automate > Flow > Run history
  3. Look for "Waiting for approval" status

  4. Identify which approval stage is pending

  5. Check approver availability:

  6. Verify the assigned approver is active in the organization

  7. Check if approver has access to approval requests

  8. Locate the approval:

  9. Approver: Check Power Automate > Approvals
  10. Or Outlook: Search for approval email

  11. Or Teams: Check Approvals app

  12. Cancel and restart if necessary:

  13. Cancel the stuck workflow run
  14. Reset claim status to "Draft"
  15. Resubmit for review

Root Cause: Approval request missed by approver or approver unavailable.

Issue 6: Duplicate Claims Created

Symptoms:

  • Same claim appears multiple times in inventory
  • Workflow triggered multiple times
  • Confusion about which version is authoritative

Resolution Steps:

  1. Identify duplicates:
  2. Sort list by Submission Date and Claim Text

  3. Identify exact or near-duplicate entries

  4. Determine authoritative version:

  5. Keep the claim with most complete information

  6. Keep the claim with most recent approval (if approved)

  7. Remove duplicates:

  8. Update duplicate status to "Retired"
  9. Add note in comments: "Duplicate of Claim ID X"

  10. Do not delete - retain for audit trail

  11. Prevent future duplicates:

  12. Add validation to submission form
  13. Implement duplicate detection in workflow

Root Cause: Form submitted multiple times or workflow triggered twice.

Escalation Matrix

Issue Type First Contact Escalation 1 Escalation 2
Workflow failure Power Platform Admin IT Support Microsoft Support
Permission issues SharePoint Admin Security Admin IT Director
Claim content dispute Compliance Officer Legal Chief Compliance Officer
Regulatory interpretation Legal External Counsel Regulatory Body
Urgent claim (blocking marketing) Compliance Officer Legal CCO + General Counsel

Known Limitations

Limitation Workaround Status
Power Automate approval timeout (30 days) Reminder flow sends weekly nudges By Design
SharePoint column limit (500 columns) Current implementation uses 15 columns Acceptable
No mobile-optimized claim submission Use SharePoint mobile app Future Enhancement
Manual substantiation file linking Copy URL from document library Future Enhancement

Support Contacts

Role Responsibility Contact
Compliance Officer Claim review, regulatory questions compliance@company.com
AI Governance Lead Technical accuracy validation ai-governance@company.com
SharePoint Admin List/library configuration sharepoint-support@company.com
Power Platform Admin Workflow troubleshooting powerplatform@company.com
Legal Regulatory interpretation, high-risk claims legal@company.com

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