Widget troubleshooting and debugging

Widget troubleshooting guide

Widget does not appear on the page

• Verify the embed snippet is pasted correctly, before </body>.
• Check the browser console for errors (F12 → Console tab).
• Ensure the tree selected in the Widget Generator is published, not in Draft.
• Verify your organization ID and tree ID are correct.
• Check that your plan allows published trees (Free: 10, Pro: 50, Business: 200). Unpublish an old tree if you hit the limit.

Widget loads but tree does not start

• Confirm the tree has a start node defined.
• Check that the tree is not empty (has at least one node).
• Try the direct link /view/{treeId}?org={orgId} — if it works, the issue is embed configuration; if not, the tree or org ID is wrong.

VNT seal does not appear

• The Result or Solution node must be linked to a certified fact (status 'Certified', not Draft).
• The tree must be published after linking the fact.
• The fact must be certified (VNT signed) — verify in the Fact detail page.

Contact form does not send tickets

• Freshdesk credentials must be configured and connected (check Freshdesk Config page).
• Email recipient must be set in Widget Generator → Contact Form section.
• Check that your Freshdesk API key is valid and has ticket creation permissions.