Link Generator Troubleshooting Guide v8

OVERVIEW

The following guide lists some of the common Link Generator issues you may experience along with the possible cause and resolution.

NOT ALL LINK GENERATOR OPTIONS ARE AVAILABLE

DESCRIPTION

When accessing Link Generator not all options are available.

CAUSE

Some Link Generator options are only available when CM Launcher is installed on the users' machine.

RESOLUTION

Install CM Launcher on the users' machine.

NOT ALL LINK GENERATOR OPTIONS ARE AVAILABLE (CM LAUNCHER INSTALLED)

DESCRIPTION

CM Launcher has been installed but not all Link Generator options are appearing

CAUSE

In version 8.2.8 and above of Link Generator the option to enable or disable link options was included.

RESOLUTION

Check with your Content Manager admin who will be able to confirm which link types are enabled/disabled.

LICENSE ERROR WHEN ACCESSING LINK

DESCRIPTION

When opening a link the browser opens and displays a license error message.

CAUSE

The Link Generator API license has expired.

RESOLUTION

Link Generator as two components:

• External Link
• Web API

A common mistake is only updating one component when updating the license. Ensure that your Link Generator API has been updated with the latest FYB Enhancement Suite license.

CM LAUNCHER LINKS NOT WORKING ON EXTERNAL SITES

DESCRIPTION

When accessing links that rely upon CM Launcher from an external site the links do not open.

CAUSE

Some websites do not accept the CMLauncher Protocol.

RESOLUTION

Link Generator v8.2.8 has reworked the CM Launcher Link Protocols to now use HTTP/HTTPS. Upgrade to Link Generator v8.2.8 to resolve this issue.

LINKS NOT BEING PASTED INTO WEB BROWSER

DESCRIPTION

When attempting to paste a link into a web browser address bar nothing happens.

CAUSE

Link Generator has 3 different Link Formats:

• Hyperlink
• URL
• HTML

You are not able to paste hyperlinks into a web browser address bar.

RESOLUTION

Choose the URL link type option instead of Hyperlink.

OPENING LINKS LEAD TO ERROR PAGE

DESCRIPTION

When attempting to open a link, it will direct the user to a page this is not findable or ir unable to connect to the host.

CAUSE

Potential causes can be:

• No access to the API
• A bad link has been generated

RESOLUTION

Ensure you are connecting to your VPN and are able to access the server where the Link Generator API is housed.

Check the Link Generator Config and ensure the Internal/External formats are pointing towards the correct links

LENGTH OF THE URL EXCEEDS MAXURLLENGTH VALUE

DESCRIPTION

When attempting to open a link, users receive the following error:
The length of the URL for this request exceeds the configured MaxUrlLength value.

CAUSE

The generated link has exceeded the default max length

RESOLUTION

Add maxRequestLength="1024" to the httpRuntime section of the web.config file.
Note: Server access is required to apply this fix

UNABLE TO OPEN OLD LINK GENERATOR LINKS

DESCRIPTION

When trying to open Link Generator links from older version of Link Generator, nothing happens

CAUSE

Older versions of Link Generator (Pre version 8) used a different formatting for generated links which are not comptible with the latest version of Link Generator.

RESOLUTION

Remove old Link Generator link and re-generate them using currently installed version of Link Generator.