PRING Help

Troubleshooting (for administrators)

Created: Updated:

Four problems account for most tickets: buttons missing (check plugin enabled and API token saved), contract not confirmed (trial expired or contract not active), PDF layout differs (fonts and print area), slow output (record count and template complexity). If none applies, use the contact form (https://pring.tech/en/contact).

Contact

Include your kintone subdomain (for example acme.cybozu.com), the template ID, the exact error text and the inquiry number (copy it with コピー in the error display).

Frequently asked questions

The export buttons do not appear on the record view.

Check three things: (1) PRING is enabled under the app's Plugins and the app was updated, (2) the PRING API token is saved in the connection settings, (3) the browser cache was cleared and the page reloaded.

"ご契約が確認できません" (contract not confirmed) is shown.

The 7-day free trial has ended or the contract is not active. Choose a plan on the product site, or send your kintone subdomain through the contact form (https://pring.tech/en/contact) to check the contract status.

The PDF layout differs from Excel.

A non-standard font was probably substituted. Change the template fonts to Yu Gothic, MS Mincho or Arial, set the print area and page breaks in Excel, and upload again.

Japanese text is garbled in the PDF.

Environment-specific fonts (Hiragino Pro and similar) cause this. Use standard Excel Japanese fonts. For Thai use a common font such as Noto Sans Thai.

Output is slow.

Time depends on record count and template complexity. A single document takes 1 to 3 seconds; batch export takes 30 to 60 seconds for 50 records. Batch export runs in the background with progress at the top of the list; split large sets.

I deleted a template by mistake.

Deletion cannot be undone. If you still have the Excel file, register it again under the same template ID and users need not change anything.

What happens to templates and data after cancelling?

Your Excel templates, generated documents and kintone data stay with you. PRING does not store generated documents on its servers.