Troubleshooting

Start with what you see on the page. The three cases below cover where the failure happened. Every error has a code written in capital letters, and the code tells you the cause.

Where to find the code

In the browser console, the SDK logs [Comnoira SDK] init failed followed by the error. Your page can also read it from the VIEWER_ERROR event, which carries { code, message, fatal }. When the viewer itself shows an error card, the code is printed on the card in small type.

Case 1: the container stays empty

No iframe appears, so the failure happened before the viewer started. The code in the console or in VIEWER_ERROR names the step.

• SERVICE_UNAVAILABLE: the SDK got no answer. Your own route returned an error or threw, the visitor was offline, or a request took longer than 15 seconds. Open the network tab and look at your route first.
• LICENSE_KEY_MISSING, LICENSE_KEY_INVALID, LICENSE_INACTIVE, LICENSE_KEY_SHOP_MISMATCH: your server's call is refused. Read the answer from POST /api/v1/viewer/session in your server log. Check that the right License key is in the environment variable, that the license has not passed its end date, and that the key belongs to the shop that owns the Showcase.
• SHOWCASE_NOT_FOUND: the Showcase ID is wrong, or the Showcase is not active.
• SHOWCASE_NOT_ACTIVATED: your shop is not active yet. Use a Preview until Comnoira activates it.
• SHOWCASE_NOT_IN_PRODUCTION: the Showcase is a demo or a Preview. Use the production code.
• EXCHANGE_TOKEN_INVALID: the code was already used or is older than 60 seconds. Look for cached page HTML with a code in it, a route that returns the same code twice, or a page that starts the SDK twice with one code.
• ORIGIN_NOT_ALLOWED: the page's domain is not in the Showcase's allowed domains. Add the exact host, or *.yourdomain.com, in the Dashboard.
• RATE_LIMITED: too many requests from one address. Wait and reload.
• Container #id not found in the console: the container option names an element that does not exist when init runs. Write the id without # and call init after the element exists.

Case 2: the viewer opens and shows a card

The session worked and the viewer asked the Backend for the Showcase. A card with a title and a small code appears.

• SHOWCASE_NOT_ACTIVATED: "This Showcase isn't available yet." The shop is not active.
• SHOWCASE_DISABLED or SHOWCASE_NOT_FOUND: "This Showcase is unavailable." The Showcase was switched off or removed in the Dashboard.
• ORIGIN_NOT_ALLOWED: "This website isn't allowed to show this Showcase." The domain list changed, or the visitor reached the page through a different host. This also appears when the SDK renews the session.
• SESSION_EXPIRED or SESSION_INVALID: "Your session has expired." The card has a Reload button, and the SDK asks for a new session. If it keeps coming back, check that your route still works.
• RATE_LIMITED or SERVICE_UNAVAILABLE: "The service is busy." The card has a Retry button.

On a Preview, these codes also exist. PREVIEW_ENDED: the Preview passed its end date or used up its sessions. PREVIEW_NOT_ENABLED_HERE: the page is not on the website you verified, or the verification is not done. PREVIEW_PAGE_LIMIT: the Preview was opened on more pages than it allows. PREVIEW_DAILY_LIMIT: today's allowance is used. PREVIEW_UNAVAILABLE: Comnoira has Previews switched off.

Case 3: the model shows, with a small notice

• "Sample content" at the top: the Showcase still holds the sample content of your industry. Your own model replaces it when Comnoira adds it to the Showcase.
• "Preview": the page runs a Preview, not production.
• "Trial/plan expired, renew soon" at the bottom: the session was flagged because the license passed its end date, or the shop used its plan's monthly views. The viewer keeps working. Contact Comnoira about the plan.

Still stuck

Write to liftmira@comnosoft.com with the code, the page address and the time of the attempt.