Developer Docs

# Troubleshooting

JavaScript SDK

Single Sign-On

# JavaScript SDK

# Blank page in widget when using $sleek.open() or $sleek.showPopup().

If you're experiencing a blank page in the widget when using $sleek.open() or $sleek.showPopup() via the console in Firefox, this is likely due to Firefox's restrictions that require these methods to be called by a user onclick event. Here are some troubleshooting steps to resolve this issue:

  1. Call the methods via onclick event: To avoid the Firefox restriction, try calling the $sleek.open() or $sleek.showPopup() methods via an onclick event. For example, you can add an onclick event to a button that calls the method.
  2. Use a different browser: If you prefer to call the methods via the console, try using a different browser, such as Chrome or Safari that doesn't have the same restrictions as Firefox.
  3. Check for errors: If you continue to experience the blank page issue, check the browser console for any error messages. This may help identify the root cause of the issue.

# The feedback button is not displayed

First, make sure that your board is not set to "private". For private boards, setting up single sign-on is mandatory to use the widget. If your board is set to public and the button is still not displayed, check the following settings:

  1. Go to Settings → Widgets → Settings and open the "Button position" tab. Make sure that the "Show button" button is not disabled.
  2. Go to Settings → Widgets → Settings and open the "Display conditions" tab. Check that the "Display for user" and "Display for visitor" button is not disabled.
  3. Go to Settings → Widgets → Settings and open the "Display conditions" tab. Check the "INCLUDE URL" and "EXCLUDE URL", to make sure that they do not prevent the button from being displayed. It might make sense to remove all URL conditions first.

# I have posted a changelog update with in-app announcements enabled, but the popup is not displayed

If you have posted a changelog update with in-app announcements enabled, but the popup is not displayed, follow the troubleshooting steps below:

  1. Check the cool-down period Each in-app announcement is displayed to a user only once. Consecutive in-app announcements have a cool-down period of 1 hour. If you have already received an in-app announcement within the last hour, no further update will be displayed within the next hour. To work around this (e.g. when testing Announcements) check your browser, find the "_sleek_session" cookie and delete it. Now try to reload the page.
  2. Verify single sign-on for private boards If your board is set to private, make sure that single sign-on is working. If there is an issue with single sign-on, the in-app announcement popup may not be displayed. Verify that the single sign-on is configured correctly and is functioning as expected.
  3. Check for user segmentation delay In-app announcements for updates that make use of user segmentation can have a delay of up to 30 minutes. Therefore, check if the delivery starts after this time. It is important to note that user segmentation is based on specific attributes such as role, country, or language, so make sure that the user meets the criteria for the announcement.
  4. Check the in-app announcement settings Check the in-app announcement settings to make sure that they are enabled on the specific post and the post is "published", instead of "draft" or "scheduled".
  5. Check the browser console Check the browser console for any errors or warnings related to the in-app announcement popup.

# Single Sign-On

# User is not logged in, although the single sign-on token is set.

If you are experiencing the issue where a user is not logged in despite the single sign-on token being set, follow the troubleshooting steps below:

  1. Check the JavaScript Web token Go to Settings → Developer and make sure the JavaScript Web token is signed with the correct secret key. Sometimes, you may have accidentally rotated the secret key, which can cause issues with the token. Ensure that the token is signed with the correct secret key.
  2. Verify the generated token Verify the generated token by using services such as https://jwt.io to see if the token contains the correct information in the correct format. This can help you identify any issues with the token data.
  3. Check your browser console Check your browser console for any issues related to the single sign-on process. Look for any error messages or warnings that might indicate a problem.
  4. Check the cookie To rule out other problems, check if the single sign-on was successful. Therefore, check your browser for a cookie called "_sleek_product". This cookie must contain a user_data object. If the cookie is missing or does not contain the user_data object, it indicates a problem with the single sign-on process.

# The feedback button is not displayed on private boards even if SSO is set up properly

If you have set your board to private, the feedback button will not be displayed by default. Only after a user is authenticated via single sign-on, the button is displayed. If the button is not displayed, check the options below:

  1. Go to Settings → Widgets → Settings and open the "Button position" tab. Make sure that the "Show button" button is not disabled.
  2. Go to Settings → Widgets → Settings and open the "Display conditions" tab. Check that the "Display for user" button is not disabled.
  3. Go to Settings → Widgets → Settings and open the "Display conditions" tab. Check the "INCLUDE URL" and "EXCLUDE URL", to make sure that they do not prevent the button from being displayed. It might make sense to remove all URL conditions first.

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