Scope
This reference is the ordered checklist to walk through before escalating an Estimator quote to support. Each row names a diagnosis surface, the question that surface answers, the action you take when the answer is wrong, and the per-cluster troubleshooting article that owns the full diagnosis path. This checklist does not duplicate those articles — it routes you to the right one fast. The checklist applies to all symptom families (missing substrate, wrong route, unexpected price, failed export, access issues).
Walk the checklist in order
Step | Where to look | Action when the answer is wrong | Owning troubleshooting article |
1. Did the quote finish calculating? | Look at the estimate result. If Unable to calculate estimate is shown, open Issue analysis to read why. | If calculation failed because no substrate or product is available, follow the missing-substrate path. If it failed because no machine can run the job, follow the missing-route path. | |
2. Which route and steps did Estimator choose? | Open View estimation path from the price breakdown. Read which press, which substrate, and which finishing steps were selected. | If the route is unexpected (wrong press, missing fold, duplicate make-ready), this is the canonical entry point for the route problem. | |
3. Are recent setup edits live? | Open Estimate Setup and read the Pending Changes count in the sidebar. | If the count is non-zero, open Pending Changes, review the staged edits, and select Apply Changes. Recalculate the quote afterwards. | All four symptom articles — every fix you apply ends here before the symptom can be re-verified. |
4. Is the substrate available? | Open the quote's substrate dropdown. Open Substrates in Estimate Setup and read the Stock Type, Sheet size, Weight, and tag columns for the expected row. | If the substrate is missing, mis-tagged, or restricted to a different customer brand, follow the missing-substrate path. | |
5. Are the machines compatible? | Open Issue analysis and read the Excluded machines section. Compare the substrate's tags and dimensions to the press and finishing-machine constraints. | If a machine you expected to see is excluded, the cause is in the tags, weight range, or sheet size on the substrate or the machine. | |
6. Does the price breakdown explain the total? | Open the price breakdown on the estimate and read the make-ready, run, material, finishing, markup, and rebate lines. | If a line is missing, an unexpected value appears, or a manual adjustment is changing the total, follow the unexpected-price path. | |
7. Did pricing rules and rebates apply correctly? | Open the price breakdown and look for the Rebate and any manual-adjustment lines. Open the pricing-rules surface in Estimate Setup if a rule was expected to fire. | If a rule did not apply, or a rebate value looks wrong, the price article covers both cases. | |
8. Do the app, PDF, and export agree? | Compare the estimate total in the app with the Export to External MIS dialog summary and with the quote letter PDF. Open Export Log if an export already ran. | If the quote letter PDF or the exported payload differ from the app, follow the export / handoff path. |
Notes on exceptions
If a user reports they cannot see Export, Issue analysis, or View estimation path at all on an estimate, the issue is access rather than the quote itself. Route to the users-roles-and-access cluster instead of working through this checklist.
Steps 1–3 always apply. Steps 4–8 cover the four core symptom families and link to the dedicated troubleshooting article for each. If you arrive at step 8 without resolving the symptom, the issue is likely outside Estimator (MIS ingestion, downstream finance system) — the export article walks that boundary.