Troubleshoot Cues using Diagnostics

Note:

• Whatfix Diagnostics is available across all content Delivery modes.

• If Whatfix Studio is available on the browser, open Diagnostics directly from Studio.

• If Whatfix Studio is not available on the browser, Diagnostics can be opened as a standalone entity using Option + Shift + D (on macOS) or Alt + Shift + D (on Windows). For more information, see Troubleshoot content when Whatfix Studio is not available.

Consider that you have created a Cue on your application. When you preview the Cue, it doesn’t appear as expected. You try to debug it but are unsure what went wrong or how to fix it. With Diagnostics, identify issues with Cues, understand why they aren’t working, and follow actionable insights to resolve them.

Use the following steps to access Diagnostics:

5. Expand the Cues accordion and click Diagnose on the Cue segment you want to troubleshoot.

   Info:

   Whatfix evaluates Cues on the page and displays the status as Evaluated or Not Evaluated.

   

6. Click Visibility Rules.
   

   Note:

   Under the Visibility Rules section, expand the accordions for Where does it appear, When does it start appearing, and Who does it appear to, to troubleshoot any widget Visibility Rule issues.
   

   For more information on New Visibility Rules, see Understand New Visibility Rules.

Info:

Diagnostics uses different statuses and error messages to describe the current state of each step or content.

Expand the following accordion to understand the workflow status in Diagnostics.

Understand the workflow status in Diagnostics

When you enable Diagnostics, Whatfix begins evaluating the content and widgets configured for the page.
As you interact with the content, Whatfix updates the status at each step, helping you understand what is working and what is not.

Status	What does this mean?
Searching	Whatfix searches for the target element on the page. It tries to locate the UI component the content or step is linked to
Snoozed	Cues have a 30 minute cooldown period by default. The Cue will reappear again in 30 mins.
Found	Whatfix has successfully located the target element and is waiting for interaction to display the associated tooltip

 

Expand the following accordion to view the error message, their meanings, and the steps to resolve the issue.

Error message, their meanings, and steps to resolve them

Status	Step status	Error Code	Error Message	What does this mean?	What can you do?
Snoozed	-	-	Cue Snoozed	The Cue is currently in its 30-minute cooldown period. During this time, the Cue will not appear.	Wait for the cooldown period to end. The Cue will automatically appear again after 30 minutes.
Not Evaluated	-	-	Visibility rule mismatch or failure	Whatfix cannot evaluate the widget because some of the Visibility rule conditions aren’t met.	Review the Visibility rule conditions and make any necessary modifications. If the issue persists, contact support@whatfix.com.
Not Found	Property mismatch detected	PROP_001	Whatfix cannot find the target element because the unique properties used to identify it during creation have changed or are missing.	Whatfix cannot locate the element because its unique identifying properties changed or no longer exist.	Reselect the target element. If the issue persists, contact support@whatfix.com.
		PROP_002	Whatfix cannot find the target element because the HTML properties configured for the element are missing from the web page.	Whatfix cannot locate the element because the required HTML properties are missing from the page	Reselect the target element. If the issue persists, contact support@whatfix.com.
	CSS selector issue detected	CSS_001	Whatfix cannot find the target element because the CSS selector configured for the element is incorrect or missing.	Whatfix cannot locate the element because the specified CSS selector is incorrect or missing.	Verify the added CSS selector and try again. If the issue persists, contact support@whatfix.com.
		CSS_002	Whatfix cannot find the target element because the auto-generated CSS selector for the element is missing	Whatfix cannot locate the element because the automatically generated CSS selector does not exist.	Reselect the target element. If the issue persists, contact support@whatfix.com.
	Search time out	ETO_001	Whatfix cannot find the target element because the element search operation times out. The target element might not have been loaded yet or might not exist on the page.	Whatfix cannot find the element because it is not loaded on the page or does not exist, causing a timeout.	Verify that the element is on the page or perform an action to make the element appear. If the issue persists, contact support@whatfix.com.
	Auto tag error detected	ATAG_001	Whatfix cannot find the target element due to a failure in the Auto Tag used.	Whatfix cannot locate the element because the Auto Tag failed to identify it.	Reselect the target element. If the issue persists, contact support@whatfix.com.

         

Note:

If a Cues shows the status Not found, it means Whatfix cannot locate the target element on the page. For example, clicking the status displays a CSS selector issue detected message. To troubleshoot this issue, follow the suggested resolution steps in Diagnostics or manually reselect the element to update its properties.


Once resolved, the status updates to Found, and the Cue appears as intended.