Quick Troubleshooting Guide

This document is meant to be a quick reference guide to troubleshooting common issues. All steps should be followed sequentially in order to ensure the settings have been properly configured.

Overview

This document is meant to be a quick reference guide to troubleshooting common issues. All steps should be followed sequentially in order to ensure the settings have been properly configured.

Core Tag

Problem	Cause	Solution
No CTAs load and errors mentioning CORS are visible in the console.	Check the spelling of the core tag on the client's site matches spelling in the branded domain section of Tech Center page.	Provide the client the core tag directly from the Tech Center page.
Seeing the error net: ERR_CONNECTION_TIMED_OUT when trying to load the core tag.	The program domain has not yet been created in Extole	Create the program domain you are trying to use in Extole's Tech Center page.
Seeing the error net: ERR_CERT_COMMON_NAME_INVALID when trying to load the CTA tag.Running multiple DIG commands consecutively return different answers.	The CNAME was not properly created. (Most likely created as an A record and not a CNAME)	The client will have to create the record as a CNAME.

Advocate Share Links

Problem	Cause	Solution
Advocate share links are directing friends to a blank page.	Campaign status affects redirection. There should be at least one campaign in either PAUSED or LIVE status in the program where the share link was generated	In the target program, make sure there is at least one LIVE campaign or change the status of an ENDED or STOPPED campaign to PAUSED.
The share destination variable in Campaign Edit is empty	Go to the Friend > Share Destination creative and add the page where friends should be directed under Redirect URL.
The target URL has not been added to Sites to Enable Javascript	Login to my.extole and go to the Tech Center page. If the domain for the Redirect URL is not listed in the Sites to Enable JavaScript, add it to the list.Only include the second level domain and the top-level domain (see image above). *Do Not include the protocol when whitelisting, i.e. www, http, https, etc. *

Promotion Links

Problem	Cause	Solution
Promo links are directing friends to a blank page.	No organic redirect setup for that program	Create an organic redirect using runbook here.
The branded domain has no domains listed under Production Sites Extole Should Support Requests From	In the Tech Center, edit your branded domain and make sure there is at least one domain listed under "Production Sites Extole Should Support Requests From."

Tags / Tagging

Problem	Cause	Solution
No CTAs displaying on the client's site	No core.js or CTA is present.	Add both the core.js and the zone tags to your web page. If new ones need to be generated, go to the tag generator and download them.
The zone is disabled in Campaign Edit.	Go to Campaign Edit > Marketing > Zone and open the creative's kebab menu to make sure it is Enabled. Publish the campaign to see the changes reflected on the client's site.
The Serve Creative toggle is disabled in Campaign Edit.	The Serve Creative toggle should be enabled to display the CTA (if hosted by Extole).
The campaign contains no zone with that name.	This is usually the case when a campaign is upgraded from scratch. On the new campaign's dashboard, create a new Onsite CTA and publish it.
The campaign is missing the default, optional child label and not targeting a campaign.	Reach out to your Extole CSM if you suspect a targeting issue with your campaign.

Share Experience

Problem	Cause	Solution
Share experience does not send share message	There is a link in the share message to a site not listed under Production Sites Extole Should Support Requests From	1. Make sure to remove the link from the share message. Example, if you are referencing an Amazon gift card as Amazon.com gift card, you can remove the top-level domain (the .com part).2. If the link in the share message is to a domain you control, make sure to add it to the Production Sites Extole Should Support Requests From (Tech Center > Edit Domain).
Share Experience/Referral Page does not load	Either core.js tag, zone tag or both tags are missing from the page.	If new ones need to be generated, go to the tag generator and download. You will need to add these tags to your web pages.
The zone is disabled in Campaign Edit.	Go to Campaign Edit > Advocate > Zone (share experience or referral page, typically) and open the creative's kebab menu to make sure it is Enabled. Publish the campaign to see the changes reflected on the client's site.

Other Special Cases

Problem	Cause	Solution
Tags are on the page but no content is loading in GTM Preview Mode	This could be due to a browser configuration issue when viewing in a site in preview mode.	The solution is to enable 3rd party cookies for the browser you are using. See resources below.GTM Preview Mode Not WorkingEnable preview mode in Safari

Updated about 2 months ago

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