Troubleshooting

Common issues you might encounter and how to resolve them.

Token Verification Fails

Symptoms:

• Users can't authenticate
• Error messages about token verification
• Feedback form doesn't open

Solutions:

1. Verify Issuer:

   • Check that iss claim matches [Workspace Name]/[Board Title] exactly
   • Ensure workspace and board names haven't changed
   • Check for extra spaces or special characters

2. Check Audience:

   • Verify aud claim is exactly "roundtwo" (case-sensitive)
   • No extra spaces or quotes

3. Verify Expiration:

   • Check that token hasn't expired
   • Ensure exp is set correctly (Unix timestamp)
   • Verify server time is synchronized

4. Check Public Key:

   • Verify public key is correct in Round Two settings
   • Ensure key includes -----BEGIN PUBLIC KEY----- and -----END PUBLIC KEY-----
   • Check for formatting issues

5. Validate Token Format:

   • Ensure token is a valid JWT
   • Check that all required claims are present
   • Verify token structure is correct

Form Doesn't Open

Symptoms:

• Clicking trigger doesn't open form
• Floating button doesn't appear
• No response when clicking custom trigger

Solutions:

1. Check Browser Console:

   • Open browser developer tools
   • Look for JavaScript errors
   • Check network requests

2. Verify Script Loading:

   • Ensure embed script is in HTML
   • Check that script URL is correct
   • Verify script loads without errors

3. Check Allowed Origins:

   • Verify your domain is in allowed origins
   • Check for typos in domain name
   • Ensure protocol matches (http vs https)

4. Verify Embedding Enabled:

   • Check that embedding is enabled in board settings
   • Verify board is active
   • Check workspace permissions

5. Test Token Endpoint:

   • Manually call token endpoint
   • Verify it returns a valid token
   • Check for CORS issues

User Not Authenticated

Symptoms:

• Users see authentication errors
• Feedback submissions fail
• User information not displayed

Solutions:

1. Verify Token Endpoint:

   • Check that endpoint is accessible
   • Verify endpoint requires authentication
   • Test endpoint manually

2. Check Token Claims:

   • Ensure all required claims are present
   • Verify sub claim is set correctly
   • Check required claims (name, email) are present and valid

3. Verify Signing:

   • Ensure token is signed correctly
   • Check signing method matches settings
   • Verify key is correct

4. Check Token Format:

   • Ensure token is valid JWT
   • Verify token structure
   • Check for encoding issues

CORS Errors

Symptoms:

• Browser console shows CORS errors
• Requests fail with CORS messages
• Token endpoint can't be called

Solutions:

1. Check Allowed Origins:

   • Verify your domain is in Round Two allowed origins
   • Include protocol (https://)
   • Check for trailing slashes

2. Verify CORS Headers:

   • Check that Round Two API returns CORS headers
   • Verify preflight requests work
   • Test from different origins

3. Check Token Endpoint CORS:

   • Ensure your token endpoint allows CORS
   • Set appropriate CORS headers
   • Allow credentials if needed

User Data Not Displaying

Symptoms:

• User names not showing
• Email not matching
• Avatars not loading

Solutions:

1. Check Token Claims:

   • Verify name claim is included
   • Check email claim is present
   • Ensure avatar_url is valid

2. Verify User Data:

   • Check user data is available in your system
   • Ensure data is being passed to token endpoint
   • Verify data format is correct

3. Check Avatar URLs:

   • Verify avatar URLs are accessible
   • Check URLs use HTTPS
   • Ensure images load correctly

Token Expiration Issues

Symptoms:

• Users get logged out frequently
• Tokens expire too quickly
• Form stops working after a few minutes

Solutions:

1. Check Expiration Time:

   • Verify expiration is set correctly
   • Ensure expiration is reasonable (5 minutes recommended)
   • Check server time synchronization

2. Handle Token Refresh:

   • Implement automatic token refresh
   • Request new token before expiration
   • Handle expiration gracefully

Rate Limiting

Symptoms:

• Requests are being blocked
• Error messages about rate limits
• Token endpoint returns 429

Solutions:

1. Check Rate Limits:

   • Verify rate limits are appropriate
   • Check if limits are too strict
   • Monitor rate limit usage

2. Implement Backoff:

   • Add exponential backoff for retries
   • Handle rate limit errors gracefully
   • Inform users if limits are hit

Floating Button Not Showing

Symptoms:

• Floating button doesn't appear
• Button only shows for some users

Solutions:

1. Check Authentication:

   • Floating buttons only appear for authenticated users
   • Verify user has a valid JWT token
   • Check that token endpoint is accessible
   • Ensure token verification succeeds

2. Verify Token Endpoint:

   • Test token endpoint manually
   • Check that endpoint returns valid token
   • Verify token includes all required claims

3. Check Browser Console:

   • Look for authentication errors
   • Check for token verification failures
   • Verify script loads correctly

Still Having Issues?

If you're still experiencing issues:

1. Check the browser console for detailed error messages
2. Verify all configuration matches between Round Two and your application
3. Test with a simple token to isolate the issue
4. Contact Round Two support with:
   • Error messages
   • Token structure (without sensitive data)
   • Configuration details
   • Steps to reproduce

Feedback

This feature is in public beta. We'd love to hear your thoughts! If you have feedback, suggestions, or encounter any issues, please contact us.