Troubleshooting

Below, you can find common errors that may occur during the component integration and ways to mitigate them:

• Error 1200: Invalid Tenant - The main cause for this error is that the used URL for the referral component, the product ID, and the Product Secret do not fit together. Make sure that you are using all three components of the same environment.

• Error 1100: Invalid JWT token - this means that the token is not valid and the main cause is that some of the attributes for constructing the token are not correct. You can decode your token using https://jwt.io/. After decoding, please check all the attributes against the requirements in User Authentication, specifically make sure that productUserId is a string, iat is valid, algorithm is H512 and the secret is the correct one for the environment you are using (dev, stage, prod)

• Failed to load resource: the server responded with a status of 401 () [Cello]: "User is not authorized to load the widget" - Most likely, the created JWT token is not valid. Common causes for this error are:

  • The use of an incorrect Product Secret.
  • The product user id is not passed as a String in the payload for the JWT token creation.
  • The use of an incorrect productID.
  • issuedAt (iat) date cannot be older than 24h or set in the future.

• Error: User is not authorized to load the widget - Most likely you are not passing the productUserId as a string into the payload for the JWT token creation.

• [Cello]: Cannot read properties of null (reading ‘__H') - Most likely, you are using http in your script’s source: src="http://assets.cello.so/app/latest/cello.js" . Please use https