Troubleshooting

Troubleshooting is the process of identifying, diagnosing, and resolving problems or issues in a system, application, or device. It involves investigating errors, finding the root cause, and applying solutions to restore normal functionality.

In AppNavi we have following

Route Execution in loop

Error Handling and Custom Event Dispatching

If AppNavi does not appear

Once AppNavi has been successfully integrated (browser extension or code snippet) and the application has been added to the customer portal, the AppNavi widget will appear in your application.

If AppNavi does not appear in your application after integration, use the checklist below to identify the cause.

AppNavi can be integrated using the Chrome Extension, Firefox Extension, or Direct Integration. Make sure the integration method you are using is configured correctly before continuing with the troubleshooting steps. Ways to integrate AppNavi into your Application

If the AppNavi widget does not appear directly

If the AppNavi widget does not appear directly, this can have several reasons.

Troubleshooting checklist

Check the following items in order:

1. Confirm the application is configured in the AppNavi Portal
   • Make sure the target application has been added to the AppNavi Portal.
   • Verify that the application URL matches the URL you are testing.
   • Confirm that AppNavi content is configured for the application.
     
2. Check your integration method
   • If you are using the browser extension, verify that the correct AppNavi extension is installed and enabled.
   • If you are using Direct Integration, verify that the AppNavi loader is present on the target page.
   • Do not use the AppNavi loader and Chrome Extension at the same time, as this can prevent AppNavi from loading correctly. Ways to integrate AppNavi into your Application
3. Verify the Tenant ID
   • For browser extension integrations, open the AppNavi extension.
   • Check that the Tenant ID is correct.
   • Make sure there are no leading or trailing spaces.
   • Click Start and reload the application.
4. Clear the browser cache
   • Press Ctrl + Shift + Delete.
   • Select Cached images and files.
   • Clear the cache.
   • Restart the AppNavi extension if applicable.
   • Reload the application.
5. Check for Content Security Policy (CSP) errors
   • Open the browser Developer Tools by pressing F12.
   • Select the Console tab.
   • Look for CSP-related errors such as:
   • Refused to load the AppNavi script.
   • Refused to execute a script.
   • Refused to apply AppNavi styles.

• If CSP errors are present, review the Content Security Policy (CSP) Configuration Guide.

6. Check AppNavi resources in Network

   • Open the application.
   • Press F12 to open Developer Tools.
   • Select the Network tab.
   • Search for an.
   • Reload the page.
   • Check whether the following AppNavi resources are loaded:
     • an-core-dark.css
     • an-data-*.js
     • an-core.js
   • The an-data-.js request should contain the expected tenant information.

7. Run Avatar diagnostics

   If the AppNavi Avatar still does not appear, use the Avatar Diagnostic guide for deeper analysis.

If AppNavi still does not appear

If all checks above are successful but AppNavi is still not displayed:

• Verify the browser and application URL are supported.
• Check whether the application uses iframes or other restrictions that could prevent AppNavi from loading.
• Check the browser Console and Network tabs for failed AppNavi requests.
• Confirm that the required AppNavi resources are not blocked by your application's security or network configuration.