Content display and functionality issues

Icons are not rendering correctly on the user site

In some cases, icons on the user site may not render correctly, especially when there are a large number of icons for different navigations. The primary reason for broken icons is an unintended modification of the FontAwesome family provided by Document360. This occurs when changes to other classes or HTML tags on the user site unintentionally alter the icon font settings.
To avoid this issue,

• Ensure that changes to the site's styling or class definitions do not impact the FontAwesome classes or font family settings.

• When targeting specific elements, double-check that icon-related styles remain intact and are not overwritten.

Steps to resolve:

1. Inspect the broken icon:

1. Use your browser’s developer tools to inspect the user site.

2. Click the broken icon using the selector tool to identify the issue.

2. Check custom CSS:

1. Navigate to Settings () > Knowledge base site > Site customization > Custom CSS & JavaScript in the Knowledge base portal.

2. Review any font rules applied to various classes. In some cases, font changes may unintentionally apply to broader classes, affecting the icons.

3. Ensure font changes are applied only to the specific classes that require them. This will help preserve the default settings for Font Awesome and prevent any unintended impact on icons.

Page is unresponsive while editing an article

Error: The page isn’t working. example.com redirected you too many times. ERR_TOO_MANY_REDIRECTS.

While editing an article, the page may become unresponsive or show redirect-related errors. Some common causes include:

• Outdated browser cache interfering with page load

• Large article size with too many images, tables, or long-form content

• Improper or missing HTML closing tags (especially in Markdown)

• Excessive redirects due to incorrect article configuration

• Platform-related issues affecting all articles, not just a specific one

Steps to resolve:

• Clear the cache, reload the browser, and check if the issue persists. A corrupted or outdated cache can interfere with page functionality.

• Use a private/incognito window. This helps rule out cache and cookie-related issues.

• Identify the scope of the issue. Check if the issue occurs for all articles or only a specific one.

  If All articles are affected:

  • Generate a HAR file and send it to support@document360.com for analysis.

  • Go to Settings () > Knowledge base portal > General and turn on the Support access toggle so the support team can investigate.

  If a specific article is affected:

  • Large articles may cause performance issues. Consider splitting the content into smaller articles and organizing them under appropriate categories.

  • Ensure all HTML tags in the article have matching closing tags (e.g., <table>, <div>, <p>), especially in Markdown format.

• If the issue persists, reach out to support@document360.com with the following details:

  • A screenshot of the issue

  • The HAR file for analysis

  • Support access is enabled in your project

Knowledge base site loading without CSS styling

This issue typically occurs when the site is accessed from a network where Document360 domains are blocked or not whitelisted by your company or organization.

Steps to resolve:

1. Verify if the site works correctly when accessed from a different network. If it does, the issue is likely related to network restrictions.

2. To resolve this, whitelist the following domains in your network settings to ensure proper access and functionality.

Profile pictures of users/readers are broken

Profile pictures of users or readers may appear broken on the Knowledge base site. This issue occurs when the image content type is misidentified, preventing it from loading correctly.

Steps to resolve:

1. Open any article on the Knowledge base site and check if the contributor’s profile picture appears broken.

2. Right-click in the browser tab, click Inspect, and go to the Network tab in the Devtools panel.

3. Locate the request that loads the profile image and check the Content-Type:

   • If it is "text/plain", the image will not load properly.

   • If it is "image/jpeg", "application/octet-stream", or another valid format, the image should load fine.

   

4. Try reuploading the profile picture:

   • Navigate to your project in the Knowledge base portal.

   • Click your profile icon in the top-right corner.

   • Select My profile from the dropdown.

   • In the My profile panel, click Edit and then click the Edit () icon near the profile picture.

   • Upload your desired profile image.

   

5. If the issue persists, generate a HAR file and submit a support ticket to support@document360.io for further investigation.

Issue in submitting article feedback

Possible causes for this issue are content security policy restrictions, network or firewall issues, browser extensions, caching conflicts, or temporary server issues. These factors may block feedback submission or prevent actions like liking, disliking, or commenting on an article.

Steps to resolve:

1. Check if you can Like or Dislike the article.

2. Ensure that you can enter comments in the feedback text area.

3. Try clicking the Submit button to see if the feedback is recorded.

4. Determine whether the issue occurs for a single article or all articles.
   

   Inspect for Errors:

5. Open the browser's developer console (Right-click > Inspect > Console tab).

6. Look for any Console errors related to the Content Security Policy (CSP).

7. Capture a screenshot of the error message.

8. Open the Network tab in the browser’s developer tools.

9. Reproduce the issue and export the Network log as a HAR file.

10. If the issue persists after following these steps, please contact the Document360 support team for further assistance: Contact Document360 Support

11. Provide the following details:

    • Console error screenshots

    • HAR file with Network logs

    • Screen recording of the issue

Adapting custom code for the Single Page Application (SPA) model in Document360

With the transition of the Document360 website to a Single Page Application (SPA) model, any custom JavaScript dependent on page refresh events may no longer function as expected. This is because SPAs refresh only the article content, not the entire page.

Below are the areas where users can inject Custom JavaScript within the Document360 portal:

1. Custom JavaScript

   1. Navigate to Settings () in the left navigation bar in the Knowledge base portal.

   2. In the left navigation pane, navigate to Knowledge base site > Site customization > Custom CSS & JavaScript.

2. Custom HTML Integrations

   1. Navigate to Connections () in the left navigation bar and select Integrations.

   2. Select Custom HTML from the dropdown menu in the top-left.

Recommended solution

To ensure compatibility with the SPA model, update your custom JavaScript to use the articleload event. This event triggers when the article content refreshes, ensuring your scripts work seamlessly in the new architecture.

1. Replace any code that relies on page refresh events with a subscription to the articleload event.

2. Use the following code snippet to adapt your custom scripts:

   panel.addEventListener('articleload', function() {
     // Your custom JavaScript code here
   });

3. Test your updated scripts to confirm they function correctly in the SPA environment.

   If the issue persists after following these steps, please contact the Document360 support team for further assistance: Contact Document360 Support