Tamsin Douglas -
I sit next to our top notch support team and I can vouch that for most days of the year, everything runs smoothly on the help desk. Support requests come in and the team merrily and handily resolves them. But every now and again, a customer calls in with a scary support issue. And sometimes, even our own support staff fall victim to a terrifying dashboard issue. Read on to hear these tales of terror and how our super support team came to the rescue. (Thanks Meggan for supplying the frightening details!).
Like a zombie invasion, JS took over the app
Scary rating: 5 out of 5
Description: A desperate customer contacted support to say they suddenly and inexplicably could not access their dashboard. It turns out the Klip editor had been high-jacked by their JavaScript code. Here’s what the infected code looks like:
require(["https://cdnjs.cloudflare.com/ajax/libs/jquery/2.1.4/jquery.min.js"],
function(ok) {
require(["https://cdnjs.cloudflare.com/ajax/libs/chosen/1.4.2/chosen.jquery.min.js],
function(ok) {
$('#itemSelect').chosen();
})
})
The solution from Support: There were two issues. First, there was the issue of the missing end quote in the second require statement. Second, the second require statement contains JavaScript that took over the Klip editor. To counteract this problem, we deleted the Klip and recreated it without the first library.
Helpful Docs:
How to build HTML Template components
The mysterious case of the missing Library after CSS applied
Scary rating: 2 out of 5
Description: The customer created a stunning dashboard using Custom CSS theming. Visually, it was perfect and tied in nicely with their branding. The problem was they could no longer get into the Klip Editor to build new Klips. So they contacted support right away. It appeared that the CSS had blocked all links.
The solution from Support: In this case, the customer had created an experience for the viewers of their dashboards forgetting that they would still need to provide access to the Klip Editor for Klip builders. Our support team suggested that the customer modify the CSS to allow library links for Admins and Editors. Support also supplied the customer with the direct links to the assets and accounts:
https://app.klipfolio.com/klips/index
https://app.klipfolio.com/tabs/index
https://app.klipfolio.com/datasources/index
https://app.klipfolio.com/profile/index
Problem solved!
Helpful Docs:
Creating a custom theme
User roles and access permissions
Admin controls killed by client user
Scary rating: 3 out of 5
Description: One of Klipfolio’s partners created a new Client. They added a user to the client account and granted that user ‘Admin’ privileges. The client, not realizing what they were doing, logged in and changed the Partner’s admin role to ‘View Only’. When the partner logged in, they could only view the dashboard and not create new dashboards for the client. Imagine the horror!
The solution from Support: In this situation, the Partner needed access to the account quickly. Support jumped on the case and, using the Klipfolio API to access the Partner account, they were able to restore Partner access to the account. The Klipfolio API saved the day!
Helpful Docs:
Partners Section
User roles and access permissions
Klipfolio API Reference Guide 1.0
The never-ending dynamic data sources
Scary rating: 3 out of 5
Description: The never-ending dynamic data sources issue catches everyone who tries it the first time. It starts off slowly, and suddenly before you know it, you have created hundreds (even thousands!) of data source instances all refreshing on the system and slowing dashboards down to a crawl. In case you are worried that you are the only one who has done this, fear not. Even Klipfolio support Ninjas have been known to accidentally create a few too many :)
The solution from Support: This problem happens in two cases - when date pickers are used as dynamic properties or when the MAP() formula is used. Date pickers slowly add instances, which increase over time and during testing. The MAP() formula creates the instances automatically. The support solution is to first delete all instances using our trouble shooting guide (see below) and then revisiting the formula to understand it better. In all cases, customers have found the right solution for their situation.
Helpful Docs:
Working with dynamic data sources
Troubleshooting dynamic data sources
Using the map function