Developer documentation
Troubleshoot an installation
Resolve host policies, publication, media and capability problems with scoped evidence.
Player and loader
| Symptom | Check |
|---|---|
| No iframe appears | Confirm that the HTML editor kept both snippet lines, JavaScript executes, and the loader request succeeds. |
| window.RapidEye is undefined | Wait for the async script; initialize programmatic instances after load. |
| Experience UUID error | Replace EXPERIENCE_ID with the exact published UUID from Copy snippet. |
| Framing refused | Compare the actual browser origin with Allowed domains, including hostname/port and every framing ancestor. Publish the change. |
| CSP refuses script/frame | Check your host script-src/frame-src and the iframe frame-ancestors console message separately. |
| Ready fires but playback fails | Ready is setup only. Check media processing, the playback request and browser media policy. |
Chat, browser tasks and Voice
| Symptom | Check |
|---|---|
| Chat missing | Enable Chat, publish and reload. Confirm runtime access and owner capacity. |
| Browser task unavailable | Enable Chat and Browser agent, publish, and have the operator check owner capacity and worker health. |
| Task preview without answer | Inspect the task’s requested decision or failure in Chat; a preview alone does not prove completion. |
| Task still active after host unmount | destroy removes the UI, not the backend task. Use viewer Stop before teardown when the task must end. |
| Voice controls hidden | Check the published Voice flag, HTTPS and microphone delegation from every relevant parent policy. |
| Theme or logo change has no effect | Those compatibility fields are not rendered by the current player. Use title/accent for supported branding. |
Settings and continuity
| Symptom | Check |
|---|---|
| Draft edits appear unchanged | Choose Publish embed changes and confirm the new published revision. |
| Republished capability appears stale | Allow the documented cache window and reload presentation. |
| Earlier chat disappears after reload | The runtime restores active task/conversation identity, not prior visible chat messages. |
| Private grant rejected after retry | Grants are short-lived and single-use. Issue a fresh nonce from the authenticated server. |
| Session lost across tabs | Guest storage is scoped to its browser session and iframe partition. Do not share refresh credentials. |
| Revoke appears delayed | Allow recheck/network/cleanup bounds; already loaded media bytes are not erased. |
Collect useful evidence
- Record the host page URL and RapidEye environment.
- Include the experience identifier and published revision.
- Record the browser, device, UTC time, visible error and relevant HTTP status/code.
- Include whether playback advanced and whether the task reached a final answer.
- Use the support contact agreed for your installation.
Redact credentials, grants, signing secrets and unnecessary viewer conversation content. Report fixture or local checks as such rather than calling them a real partner deployment.