Link Generator Troubleshooting Guide v9.0.x

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 Core license.

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 4 different link formats:

• Hyperlink
• URL
• HTML
• QR

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

RESOLUTION

Choose the URL link type option instead of Hyperlink or QR.

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 is 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

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.