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Cannot Load Oxygen Feedback Comments Application

Problem: I have just embedded the Oxygen Feedback comments component into my website but the comments component is missing or an error message is displayed in its place.

Oxygen Feedback allows you to enhance the troubleshooting process for commenting component installation on your website. This can be achieved for each version of your site configurations by enabling the Display in-place error messages for comment component option in the corresponding Version Settings page of the administration interface. When enabled, this feature displays informative error messages directly in the location where the comments component should appear if any issues arise during its instantiation.
Note: It is recommended to enable this feature during the initial setup or when making changes to your site configuration. This can help quickly identify and resolve any integration issues.

Invalid Base URL

Error message: Cannot load the comments application at this location. The page URL does not match the configured base URLs.

Note: The Comments Component will only be displayed on the pages within the hierarchy of the base URL configured for the current version of the site configuration.
How to fix:
  1. Identify the URL of the current webpage:
    • Look at the top of your web browser, where you typically type in a website name. This area is called the address bar.
    • The text you see here is the URL of the current webpage.

  2. Understand the parts of the URL:

    • A URL usually has three main parts:
      1. Protocol: This is at the beginning (like http:// or https://). It's like the method of reaching a place.
      2. Domain Name: This follows the protocol and usually includes the website's name and a suffix like .com, .org, etc.
      3. Path: This is after the domain name and often has slashes (/) and additional text.
  3. Identify the base URL:
    • Go to the Version Settings page corresponding to your current deployment.
    • The currently configured base URL corresponds to the value set in the input filed with the same name.
  4. Compare the URLs:
    • Now, look at the URL in the address bar of your browser and compare it with the configured base URL.
    • Check if the protocol and domain name are exactly the same in both URLs.
    • If the base URL has a path part then this must also be found at the beginning of the path part of the current page's URL.
  5. Update the base URL: Adjust the base URL for the version of the current site configuration to match the URL of the current webpage.
    Note: All pages where the comments component should be loaded must have URLs that start with the configured base URL.
    Tip: For WebHelp Responsive output, the base URL is the URL where your output is deployed. To be sure that you have correctly configured the base URL for your site configuration, just append “/index.html” to it and paste the resulting URL in the address bar of your internet browser. If the main page of your WebHelp Responsive publication is opened, then the Base URL is configured correctly.

Disabled Site

Error message: The site configuration has been disabled.

How to fix:
  1. Go to the Settings page corresponding to the site configuration of your current deployment.
  2. Scroll down to the Enable this site configuration section.
  3. Click Enable.
  4. Go back to your website and reload the page.

Deleted Version

Error message: The version has been deleted.

How to fix:
  1. Go to the Versions page corresponding to your current site configuration.
  2. Create a new version for the current site configuration.
  3. Redeploy the website using the installation fragment of the newly created version.

Site owner with deleted account

Error message: The site owner has deleted their account.

How to fix:
  1. Log in with as the site owner.
  2. Go to the Profile page.
  3. In the Recover Deleted Account section click Recover.
  4. Go back to your website and reload the page.
Note: If you cannot log in as the current site owner you can create a new site configuration and use the installation fragment from this site configuration to redeploy your website.

Missing Deployment Token

Error message: The application token is missing.

How to fix:
  1. Go to the Versions page corresponding to your current site configuration.
  2. Locate the version corresponding to your current deployment.
  3. Click Installation in the version tile.
  4. Copy the installation fragment.
  5. Follow the instructions in the Installation page to redeploy the website using the installation fragment.

Invalid Deployment Token

Error message: The application token is invalid.

How to fix:
  1. Go to the Versions page corresponding to your current site configuration.
  2. Locate the version corresponding to your current deployment.
  3. Click Installation in the version tile.
  4. Copy the installation fragment.
  5. Follow the instructions in the Installation page to redeploy the website using the installation fragment.