The Diagnostic tool checks the currently viewed site in the browser against the site active within the Authoring tool to help you troubleshoot possible problems. The key features of Inline Manual are also checked.
Start the Diagnostic tool by clicking the Status button in your Authoring tool while you are currently on the Topic list.
There may be an instance in which the first result will display "Player not Installed." If this happens, please refresh or reload your browser and try again.
We always recommend to check the Status tool first before contacting our support team with any issues, as we often look here first to diagnose the cause of the problem. Many of our support issues start with checking the Status tool.
We often ask for screenshots of the Status tool as part of our investigation. Skip to the sub-heading below, Sending Screenshots, for a guide on how to best facilitate this. If you want to understand the various sections inside the Diagnostic tool and what they mean, then read on.
This will show the language (in ISO 639-1 Language code), Topic ID (a shaded green box will indicate which Topic is playing), and the step that you are currently viewing.
There is an option to click on Update Player (reinit) which reinitialises the Player. This is especially helpful when troubleshooting Single Page Application issues. It has an instant effect but it only re-evaluates the Player. For example, it will trigger any active Topics or Autolaunchers. To bring forward any changes made to the Topic or Step, do a full page refresh instead, as this will update the cache of the Player. It may take 3-5 minutes for these changes to take effect.
This section shows if People Tracking is enabled/disabled for this website. If enabled, you will see the details of the current user. Also, if Analytics is enabled, it will show People Tracking information. You will likely see two fieldsets that look nearly-identical (see below).
The inlineManualTracking object is what is within your application and it is collapsed by default. Select the small arrow or grey bar to view the information.
The Player section shows what the Player is initialising. This can be helpful when troubleshooting installation issues on your application. In the example below, there are no errors and everything is working as normal.
However, if there is a problem with your installation or the People Tracking code, you may see some error messages appear in this section. For example, when the People Tracking code is not provided.
Or if there was an error whilst installing it into your application, there will be a clear warning message.
This section shows if the Autolauncher is active on this page based on the Segments and activation rules that were used in the set-up. Details about the Autolauncher can be expanded by clicking the arrow or grey bar.
You will also find a troubleshooting section underneath active Autolaunchers, explaining briefly how the rules system works, with a link to the knowledge base.
This will check if the Segments you created are working on your website. A green check will show if rules are met, and an X mark if it's not - just like the Autolauncher rules. Details of the Segments will be displayed too once expanded by clicking the arrow or grey bar.
This will check if the Player embed code of the website is present and if it matches the site on the Inline Manual Portal. Player info will display on this section if it matches. A red mark along with the details of the error will show up if it does not and will not display any other information regarding other key features.
If there is an error whereby the Player cannot be located you will see the following message, where you are prompted to do a full page refresh.
This section shows details of the Site settings, which reflect changes you are making via the Authoring tool or Portal.
If you currently have Variables enabled, you will see the values of the Variables being called.
We would recommend customers to send us a screenshot of the Status tool when contacting our support team with a problem, as we usually check this first when attempting to find the cause of the issue. If you know which part of the status tool is relevant to your query, then send us that part of it, for example the Autolaunchers section. Below is an example of what we would like to see if your query was linked to Autolaunchers.
Notice the expanded windows with the arrows pointed down. If they are facing up the windows will be hidden. Just select the arrow/grey bar to expand them, prior to sending the screenshot.
Alternatively in the example below, if you're not sure which part is relevant or you suspect the query concerns all of it, you can send us two or three screenshots combined with a higher resolution focused on all the different sections.
This way it provides us with all the necessary context we might need. If you are unsure, then follow the example above sending screenshots of the entire Authoring tool and we can educate you further on what it means and which sections may need the most attention.