Troubleshooting

What each console warning and API error means, and how to fix it.

The launcher does not show

Open the browser console and look for a warning that starts with Iris:. Each warning links to its entry on this page.
Check that your Content Security Policy allows cdn.irisdesk.app. See Allowed origins and CSP.
Check that the origin of the page is in Settings → Widget → Allowed origins.
Check that you did not pass launcher: false.

Console warnings

Message	What happened	Fix
`Iris: the widget did not start, because the App ID is missing or not valid.`#	`Iris.init` got no `appId`, an empty one or one longer than 64 characters.	Pass your App ID as `appId`. Copy it from Settings → Install.
`Iris: ignored <option>: <value>, because it is not a valid value.`#	An `Iris.init` option or a widget setting is outside its limits, such as `verticalPadding: 300`. Iris used the workspace value.	Use a value within the limits of the `Iris.init` options.
`Iris: <method> ran before Iris.init, so nothing changed.`#	`identify`, `logout` or `update` ran before `Iris.init`. After an early `identify`, the contact stays anonymous.	Call `Iris.init({ appId })` first. Calls made before `iris.js` loads wait in a queue, in order.
`Iris: identify got no identity token, so the contact stays anonymous.`#	The token is empty or not a string. Often your token endpoint failed.	Check that your server returns an identity token, then pass it as `Iris.identify({ token })`.
`Iris: on ignored the listener, because the event is not "unread" or the listener is not a function.`#	The event name is not `"unread"`, or the listener is not a function.	Pass `"unread"` and a function. See Events.
`Iris: setPageContext ignored the page context, because it is outside the limits.`#	The value is not a flat object, it has more than 48 keys, or a value is too long or has the wrong type. Iris kept the earlier page context.	Keep to the page context limits.
`Iris: update ignored <option>, because update changes only launcher.`#	`Iris.update` got an option other than `launcher`. Iris applied `launcher` and ignored the rest.	Pass that option to `Iris.init`.
`Iris: ignored the unknown method "<name>".`#	A queued call names a method that `iris.js` does not have, often because of a typo.	Check the method name. Copy the loader snippet again from Settings → Install.
`Iris: <action> failed: <reason>.`#	A request to Iris failed, for example because the network dropped or Iris had an error.	Check your connection and the network tab of your browser, then reload the page.

API errors

You see these in the network tab of your browser. The console also shows a warning that links here.

Message	What happened	Fix
`403` `origin_not_allowed`#	The origin of the page is not in the allowed origins, so Iris refused the request. The console shows `Iris: <action> failed, because the origin of this page is not allowed.`	Add the origin in Settings → Widget → Allowed origins. See Allowed origins.
`401` on the session request#	Iris rejected the identity token. It expired, its signature does not match the identity secret, or `sub` or `exp` is missing. The console shows `Iris: <action> failed, because Iris rejected the identity token.`	Sign a new identity token with the current identity secret and both required claims. Check your code with the test token.