FastPass Troubleshooting

Overview

The FastPass system is designed to be straightforward to set up, but if you’re creating a custom implementation it can be easy to miss important details. If you’re having a problem, it’s worth taking another look at the documentation to see if there’s a detail you missed. Some of the most common issues are listed in this section.  

Problems Writing Cookies

Most of the problems that happen when you write cookies yourself are related to one or more of these issues:

• Domain Aliasing isn’t working correctly  
  There are two things that need to happen to make domain aliasing work correctly. First, you need to created a new CNAME record for the subdomain of your choice (support.[yourcompanyname].com for example) and point that record to getsatisfaction.com. Second, you need to be sure the correct CNAME is set at /[yourcommunity]/admin/cname. See First Steps(link to First Steps help) for more information.
• Domain is set incorrectly
  When passing in your domain, be sure to set the domain to “.domain.com”, starting with a dot, and without the “www” prefix.
• Fastpass URL isn’t URL encoded  
  The easiest way to generate the fastpass URL is to user the fastpass.url method (link to developer page), but the output needs to be URL encoded for the cookie to work correctly.

Problems with the fastpass URL

You can quickly check to see if the fastpass URL that you’re generating is the correct by checking it in the Debugger (on your fastpass admin page at /[companyname]/admin/fastpasses). If you do have a problem, it’s likely to be related to one or more of these issues:

• OAuth isn’t working  
  Since the FastPass system leverages OAuth, nothing will work if OAuth isn’t properly installed. Troubleshooting OAuth is beyond the scope of our support team, but you can find a huge amount of information including documentation and code libraries at http://oauth.net/.
• Incomplete information  
  Before you create a fastpass URL, be certain that you have a value for every element. You need to be sure to have your Fastpass key, the shared secret, as well as user email, a username, and a unique ID for each user.(link)
• Fastpass URL isn’t URL encoded  
  The easiest way to generate the fastpass URL is to user the fastpass.url method (link to developer page), but the output needs to be URL encoded for the cookie to work correctly.

Problems with FastPass, Safari, and the Tab Widget

Visitors who use the Feedback Tab widget via Safari may see an alternate, limited version of the widget in the following conditions: a.) if the widget is being invoked on a different domain than the domain of the calling page, AND b.) if their cookie settings disallow the use of third-party cookies.