The following are troubleshooting steps to go through if you are experiencing issues with CoBrowse.&nbsp; <h2>CoBrowse Modal Dialog Does Not Open</h2> <h2>&nbsp;</h2><ul><li>Check that ScreenMeet’s CoBrowse script successfully downloaded:<ul><li>In your browser’s DevTools, click on the Network tab.</li><li>Look for the CobrowseBootstrap.compat.js or CobrowseBootstrap.js file, ensuring that a status 200 returned. &nbsp; NOTE: use “cobrowse” as a filter to make it easier to find the file.</li><li>If it failed to download, proceed to troubleshoot using the network response for the request. &nbsp;For example:<ul><li>if the script did not attempt to download, then ensure that your web page includes the CoBrowse bootstrap script. &nbsp;</li><li>If it returned a 404, then make sure that the src attribute value for the CoBrowse script tag is correct.</li><li>If running behind a proxy or firewall, then make sure that ScreenMeet’s CoBrowse scripts are not blocked.</li></ul></li></ul></li><li>If the CoBrowse script successfully loaded:<ul><li>Look in the browser’s DevTool console for any errors; you can manually launch the CoBrowse connection popup by executing the following &nbsp;command in the console: window.Cobrowse.modal.openModal(). &nbsp;After entering the pin and clicking the accept button, check for any error messages.</li><li>Ensure that the script was successfully parsed by the browser by validating that the following objects exist by executing the command in the console; if the console outputs “undefined” instead of the object, then a parsing error occurred with the CoBrowse script:<ul><li>window.Cobrowse</li><li>window.Cobrowse.modal</li></ul></li></ul></li></ul> <h2>CoBrowse Connection Fails</h2> <ul><li>Review the connection request and response in the browser’s DevTools Network tab for any errors. &nbsp;ScreenMeet CoBrowse uses an HTTP request to the “connect” endpoint, and after a successful “connect” will establish a websocket connection, which is the primary communication channel. &nbsp;If behind a proxy or firewall, then ensure that *.screenmet.com traffic is allowed or if wildcards not allowed then our CoBrowse proxy url.<ul><li>In the Fetch/XHR tab of DevTools, look for the “connect” http request message, clicking on the message to view the request and response data.<ul><li>If the status returned is not successful (200 status), then troubleshoot:<ul><li>Common errors include wrong pin or not providing the deployment key.<ul><li>The JSON payload returned from the “connect” request will indicate if it failed from deployment key validation, invalid session pin, and other issues. &nbsp;(The browser’s DevTools Payload tab under Network is helpful to view the response.)</li></ul></li><li>Other potential errors include content security policy (CSP) blocking the connect fetch requests, adjust CSP to allow *.screenmeet.com.</li></ul></li></ul></li><li>If the “connect” request succeeded, then use the DevTools to review any potential errors with ScreenMeet’s websocket connection. &nbsp;NOTE: with some browsers, you need to have DevTools opened at the time of the websocket connection in order to view websocket data. &nbsp;Also, ensure that the DevTools filter is cleared; the “cobrowse” filter suggested when troubleshooting http requests will hide the websocket logs.</li></ul></li><li>If connection does not automatically connect when the client navigates, then ensure that you are using a deployment key and the domain is part of the deployment key. &nbsp;For more information, review deployment key and multi-domain support.</li><li>If prompted 'Could not establish a connection to CoBrowse. Ensure WebSockets are available', please reach out to your IT Support staff to enable Websockets. </li></ul><h4> </h4><h2>Client Webpage Renders Incorrectly in the Agent Viewer</h2> <h2>&nbsp;</h2><ul><li>If parts of the client website are not rendering but otherwise keeps the same layout in the agent’s viewer, then check if it is an iframe, canvas, or video element.</li><li>If iframe, review documentation for supporting iframe elements, and ensure that the iframe has the CoBrowse script loaded. &nbsp; NOTE: the diagnostics dialog will also identify iFrames that are inaccessible.</li><li>&nbsp;If canvas , then ensure that you have canvas streaming turned on in your CoBrowse settings. &nbsp; NOTE: you need to contact ScreenMeet support to activate canvas rendering. &nbsp;Also, a transparent Canvas background renders as black in the viewer.</li><li>CoBrowse does not support video elements.</li></ul> <h2>Diagnostics Dialog&nbsp;</h2>The CoBrowse diagnostics dialog displays a list of log messages that may assist with troubleshooting. &nbsp;A CoBrowse connection attempt (does not need to succeed) is required before launching the dialog via the DevTools console with the following command: window.Cobrowse.diagnostics.displayDlg(true).

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