Troubleshooting Banno Content Issues
Troubleshooting Reported Issues
- What is being experienced?
- What is the expected behavior?
- What environments is the issue occurring in: UAT, Production?
- What operating system is the user experiencing the issue in? What browser and version?
- What operating system/browser/version can the issue be reproduced in?
- Which institution reported the issue?
- Which institutions can the issue be reproduced in?
- What user/group is experiencing the issue? Is the issue occurring for only this user? For all users in this group? For all users in their institution? For all CMS users?
- What are the exact detailed steps that need to be taken to reproduce the issue?
- Access the Banno Demo Site and attempt to reproduce the issue. What steps are taken when attempting to reproduce? What is being experienced in this environment?
- When was the last time the feature was functioning as expected?
- When reproducing the issue, what is the specific page/form/market/menu/asset/feature/URL/etc. where the issue is occurring?
- What screenshots and videos can you provide to help understand the issue?
- Are there cases where the issue does not occur? If so, what are the steps taken when working as expected?
- Has a web developer looked into the issue to determine why it might be occurring? What is the web developer’s input on the issue?
- Are there any error messages being shown in the Banno platform? When do the errors occur?
- Are there any console errors? When do the errors occur?
- In Chrome, go to View → Developer Tools → Console tab
- Follow the steps to reproduce the issue again
- Provide a screenshot of any errors logged as you’re taking steps to reproduce
- Can we get information and screenshots from Chrome’s developer tools Network tab to help troubleshoot potential networking issues?
- In Chrome, go to View → Developer Tools → Network tab
- Make sure Preserve Log and Disable Cache are both checked
- Follow the steps to reproduce the issue again
- Provide a screenshot of the Network tab
Troubleshooting issues
- Has the user logged out and logged back in? Have the user log out and access https://banno.com/a/login/logout, then log back in to start a fresh session. Any session will expire 2 hours after initial login regardless of activity.
- Is the user accessing the platform from a supported browser (latest version of Chrome or Edge)?
- Has the user cleared cache?
- Has the user cleared cookies?
- Has the user accessed from an incognito browser or private browsing?
- Has the user attempted to access the CMS off of the FI’s network (ex: trying on/off the FI’s VPN, tethering to a mobile phone)?
- Has the user attempted to access from a different device (ex: different computer, tablet, or mobile phone)?
- Does the user have the necessary permissions?
- Has another user logged in and been able to reproduce the same issue?
- Are the correct applications enabled for the institution in UAT and Prod?
Additional Testing for specific apps/features
CMS Pages
- Create a test page using the same template in UAT and Production. Does the issue occur on another page that has been created using the same template? This helps narrow down if there is an issue either in the template zip’s Javascript or someone has inserted Javascript into the header/footers that is causing issues.
- Does the FI have Banno Marketing installed on the site and are they serving Banno Marketing ads in the affected space?
- Has the client inserted HTML into the page, inconsistent with what is accepted (ie: malformatted, nested tags, etc.)?
- Have a web developer review the code and see if there are any errors appearing, due to the frontend code.
- Review the site with a web developer. Are there third party tools/scripts on the site that don’t play nice with the CMS? If these tools are removed, does it function as expected?
CMS Assets
- Is the file being added in RGB format? The system will not accept CMYK images.
- What is the filename/extension? If multiple extensions, it will not load.
- Is the file under 50MB? This is the max the system will upload for any single file.
- What fields are completed (or not completed) when the error occurs?
- Is there any combination of completed fields where the form submits?
- Is there a format that is allowed for a certain field that allows the form to be submitted vs. not?
- For file uploads, what file types and sizes have been added?
- Have a web developer verify that all form fields (including required fields) on the frontend match exactly with the backend.
Locations
- Does the FI have Banno Mobile? Locations are shared between all Banno apps so changes in one space affect changes in another.
- Were the locations added through the CMS? Can they be found when looking through the list of Locations in the CMS?
- If locations are not appearing in results, as expected, verify that those locations fit the parameters of the search and are not outside the nearest 100 locations found in search results. Also note, Branch location results will always show first in the list, ahead of ATM locations.
- Are both the Google Maps and Banno API keys listed?
- To check this: open CMS → Settings → Admin Settings → Location Config. There should be values for both Google Maps API key and Banno Consumer API Token.
- Is there a billing account associated with their Google account? Has a payment method been entered?
- Have the correct referrers been added to the key restriction? Make sure they have included the following:
- Has the API key been enabled?
- Try loading the page with developer tools Console tab open. Are there any diagnostic messages from Google?
- In Chrome, go to View → Developer Tools → Console tab
- Follow the steps to reproduce the issue again
- Provide a screenshot of any errors logged
Marketing
- Are related keywords set on the campaign? Do those related keywords match the landing page’s SEO keywords (and the SEO keywords of any other pages related to the campaign)?
- Is the ad size set properly?
- Server-side ads: For ads to be served in the intended spaces on the site, the sizes on the ads created within Banno Marketing need to match the sizes indicated in the ad space when an ad is inserted through the CMS.
- Client-side ads: For ads to be served correctly, the size on each ad created within Banno Marketing needs to match what has been set for that style of ad in the ‘kernel’ code on the site.
- Is the intended ad activated/deactivated?
- Is the campaign the ad lives in active/paused??
- Have you tried removing the content/ad from the content area and inserting a new ad (either through Insert Ad function or by placing the repositioning ID)?
- If there are formatting issues, verify in the Source Code editor that the ad’s code includes all elements found in the base HTML template for that ads style.
- If a specific content area is not showing any content when a Marketing ad should be served, have development check to see if a hidden class is set on the content area.
Monitor
- Have you run a link checker against the site to see which page(s) the broken links are being reported from?
- Have you fixed any broken links found?
Settings (Users/Groups/Logins)
- Is the user in the correct environment: UAT vs. Prod?
- Is the user locked out?
- Is user access to the site locked?
- Does the user/group have permission to access the pieces of the platform they are trying to access?
- Does the issue occur with your LDAP account?
Have you attempted to create a non-LDAP test account in the same group to reproduce the permission issue? Note: your LDAP account has full permissions, so adding it to an FI/group and testing will yield different results. It is often necessary to test with a non-LDAP account, such as a personal email, to attempt to reproduce issues with identical permissions to the customer.