Use this article when a quote in GelatoConnect Estimator does not produce the result you expect — it fails to calculate, returns the wrong route, omits a step, lands on a price you cannot explain, or refuses to export. After this you will know which evidence surface to open first, how to classify the symptom into one of four diagnosis paths, and which per-cluster troubleshooting article to follow next.
What troubleshooting looks like in Estimator
Estimator gives you three diagnosis surfaces that together explain why a quote behaves the way it does:
Issue analysis — shown on an estimate when calculation fails or excludes options. The Excluded machines section lists which presses or finishing machines Estimator considered and rejected, with the reason. This is the fastest answer to "why is my expected machine not in the route?"
View estimation path — opens from the price breakdown on a successful calculation. It walks the route Estimator picked: which press, which substrate, which finishing steps, in which order, with each step's contribution to the total. Use it when calculation succeeded but the result looks wrong.
Pending Changes — a sidebar count on Estimate Setup. Any setup edit you made stays staged until you Apply Changes. A quote that ignores a recent edit almost always means the change is still in Pending Changes.
A symptom is the thing the customer sees first. The four core symptom families — substrate or product missing from the dropdown, machine route wrong or missing, price unexpected or step missing, export or PDF wrong — each have a dedicated troubleshooting article that walks the diagnosis end-to-end with worked Northgate Press examples. This hub is the entry point that routes you to the right one.
A worked example
An estimator at Northgate Press calculates a 5,000-run Stitched Book quote on Silk 100gsm SRA1 and expects the quote to route through the XL105 offset press. The price breakdown instead shows HP Indigo with a higher per-impression cost.
The estimator opens Issue analysis on the quote. The Excluded machines section lists XL105 as excluded, with the reason "no tag match". They open View estimation path to confirm the digital route. They then walk the Missing or wrong machine route article, find the matching symptom row, and trace it back to a missing tag on the SRA1 substrate. After they fix the tag, Apply Changes in Pending Changes, and recalculate, View estimation path confirms XL105 is now selected and the price drops accordingly.
What this affects
Quote calculation results — the diagnosis surfaces themselves are read-only, but acting on what they reveal almost always means an edit somewhere in Estimate Setup (substrate, machine, category, price model, or pricing rule).
Pending Changes — every fix you apply increments the count, and you must Apply Changes before a recalculated quote sees the change.
Routing decisions — the per-cluster troubleshooting articles you link to from here usually point back to one or more of these surfaces; this hub keeps the surfaces straight so you don't open the wrong one.
What this does not affect
The customer-facing quote PDF — the PDF reflects the calculated estimate, so fixing a quote with troubleshooting also fixes the PDF. Troubleshooting does not directly edit the PDF surface.
Past exports — fixing a quote does not retroactively change exports already in Export Log. Re-export the corrected estimate if the downstream MIS needs the new value. See Troubleshoot export or handoff problems.
The AI Configurator chat history — the chat overlay is a separate surface; troubleshooting a manually edited quote does not roll back chat-driven changes already applied.