Introduction to Troubleshooting
Under this category, you'll find answers to commonly asked questions and troubleshooting guides.
Mon, 14 Feb, 2022 at 11:59 AM
How to identify tooltips on a page - launchers troubleshooting
There may be instances that you see a launcher in a place where it shouldn’t appear. This may happen if you have assigned the launcher to a vague element. M...
Tue, 5 Dec, 2023 at 10:42 AM
Authoring tool version
Check the version of your Authoring tool Enable the Authoring tool. The Inline Manual icon in the top right corner of your browser should be green. ...
Fri, 16 Dec, 2022 at 1:50 PM
Can't assign element properly
Here are the most common issues related to assigning elements. If you don't see your issue on the list, send a detailed email to
Fri, 16 Dec, 2022 at 1:55 PM
Clear Local Storage - the Authoring tool issues
This article instruction should help resolve any of the following issues: The Authoring Tool is freezing/not responding, The Authoring Tool is unable ...
Fri, 16 Dec, 2022 at 1:56 PM
I can't open the transfer sent to me (Unable to unzip)
We use .zip files to reduce the size of the files. It gives you the fastest download possible. Opening files (especially those larger than 4GB) is a f...
Mon, 14 Feb, 2022 at 12:00 PM
Launcher icons appearing behind/in front of a pop-up modal
There may be instances that you will have pop-up modals in your app. When adding a step and a launcher to it, the launcher may place itself behind the modal...
Fri, 16 Dec, 2022 at 2:00 PM
Not Authenticated error in the Authoring tool
When you launch the Authoring tool, it checks to make sure you are logged in. If you're not logged in, you will get a message that you are "Not Aut...
Fri, 16 Dec, 2022 at 2:04 PM
Status - Inline Manual Diagnostic tool
The Diagnostic tool checks the currently viewed site in the browser against the site active within the Authoring tool to help you troubleshoot possible prob...
Mon, 27 Jun, 2022 at 11:20 AM
Steps or Widget are displaying twice
It is possible that you may encounter situations where you observe that your Steps or Widget are displaying multiple times on the same page. This occurs whe...
Tue, 31 Jan, 2023 at 6:33 PM