Troubleshooting app loading issues in Zendesk

If you’re experiencing problems with our apps not appearing in Zendesk, it could be due to a networking issue or company firewall blocking access to certain resources. Here’s how to identify and resolve this issue:

1. Check for network-specific problems

A common sign of a localized networking problem or firewall block is when only certain users or departments are affected. If agents on a particular network can't access the app while others can, this may indicate that the company's network settings are restricting access.

To confirm, try loading Zendesk and the app(s) using a different internet source, such as:

• Connecting to a mobile phone hotspot
• Using a personal Wi-Fi network outside of the office

If the app works on an alternative network, then it's likely that the company firewall or network settings are blocking the app from loading.

2. Verify firewall access

To ensure uninterrupted access to our apps, your IT team must whitelist the following domains:

• support-apps.cloudmetro.com (our recently released Quickie CDN)
• cdn.jsdelivr.net
• fonts.googleapis.com

You can also verify if your network allows access to the Lovestock & Leaf CDN by visiting this link:
https://support-apps.cloudmetro.com/status.

• If you see "Success - you have access to the Lovestock & Leaf CDN", the network is not blocking our resources.
• If the link does not load or displays an error, your company’s network is likely blocking the resource, and whitelisting the domains listed above is required.
  
  

3. Identify client-side errors

Sometimes, errors on your computer might prevent the app from loading correctly. To check for any client-side errors, follow these steps:

1. Google Chrome
   
   

   • Click the three-dot menu in the top-right corner.
     
     
     
     
   • Go to More tools > Developer tools.
     
     
     
     
   • Switch to the Console tab and clear any existing logs.
     
     
     
     
   • Reload the Zendesk page and look for errors displayed in red.
     
     
     
     

2. Safari
   
   

   • Go to Safari > Preferences from the top menu.
   • Navigate to the Advanced tab and check the box for Show develop menu in menu bar.
   • Now, go to Develop > Show JavaScript console from the top menu.
   • Clear the console logs, then reload the Zendesk page and check for errors.
     
     

3. Microsoft Edge
   
   

   • Click the three-dot menu in the top-right corner.
   • Go to More tools > Developer tools.
   • Select the Console tab and clear any logs.
   • Reload the Zendesk page and look for any errors displayed in red.

    

Reporting errors

If you notice any errors in red, take a screenshot of them and send it to support@lovestockleaf.com for further investigation.