Troubleshooting Events
Use this guide to troubleshoot errors while developing with Events Workspace.
Workflow Building
Issue: I can’t connect to a source system
Possible Cause: Incorrect Authentication
To fix: Attend Events Office Hours for support
Issue: I can’t create a working trigger
Possible Cause:
- Can’t find relevant endpoint
- Not using the right data to create trigger
To fix: Attend Events Office Hours for support
API Triggering
Issue: BAD_REQUEST error - "One or more fields have an incorrect data-type"
Possible Cause: the recipients list are not put in an array
To fix: wrap the recipients list in an array
- ie: "email1@moveworks", "email2@moveworks" -> ["email1@moveworks", "email2@moveworks"]
Issue: BAD_REQUEST error - "Parsing of json payload failed : invalid character"
Possible Cause: the emails in the recipients list aren't strings
To fix: cast each email into a string (ie. ["email1@moveworks", "email2@moveworks"])
- ie: [email1@moveworks, email2@moveworks] -> ["email1@moveworks", "email2@moveworks"]
Issue: INVALID_EVENT_ID error
Possible Cause: The Event ID you are using the Events API call doesn't exist
To fix: Copy and paste directly from Creator Studio to avoid typos.
Issue: INVALID_VALUE_SIZE_TOO_LONG error
Possible Cause: The recipients list is larger than 500 emails
To fix: Seperate the recipients list over multiple, back-to-back API Requests
Possible Cause: The message is larger than 20000 characters
To fix: Make your message more concise! See our designing for chat guide for more tips!
Issue: 429 error code
Possible Cause: You sent more than 120 requests/min. This is the Events API rate limit.
To fix: Ask Support if it's appropriate to increase your rate limit
Message Delivery
Issue: End User not receiving message
Possible Cause: Emails in the recipient list are not valid
To fix: Make sure the recipient list contains each user's full, primary work email
Possible Cause: User is not whitelisted in the Launch Management settings for the Event
To fix: Make sure the user not receiving notifications is added to the whitelist. This may require you to switch "Launch to all users"
Analytics
Issue: Analytics not appearing for specific use case
Possible Cause: Using incorrect Event ID for the use case you are looking to track
To fix: Make sure you have copy and pasted the correct Event ID into the request(s) this message is being sent from.