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Platform Troubleshooting

Setting up a community can be complex. This guide helps you decode error messages and fix the most common issues without needing to wait for a support reply.
Status Check: Before troubleshooting, visit status.nudj.cx to ensure the platform is operational.

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Domain & DNS Issues

When setting up a Custom Domain, DNS is usually the culprit.

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DNS Error Decoder

If you use a tool like dnschecker.org and see errors, use this table to fix them:

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Login & Authentication

If users are saying “I can’t log in,” follow this flowchart to find the cause:

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The “Can’t Login” Flowchart

  1. Does the user see an “Invalid Subdomain” error?
    • ✅ Yes: They are using the wrong URL. Ensure they are visiting your-org.nudj.cx or your custom domain.
    • ❌ No: Move to step 2.
  2. Does the “Magic Link” email never arrive?
    • ✅ Yes: Check your Email SMTP settings. If you haven’t configured them, Nudj can’t send the email.
    • ❌ No: Move to step 3.
  3. Does the Google/Microsoft login show “App not verified”?
    • ✅ Yes: You haven’t finished the Provider Setup. You need to add Nudj’s Redirect URI to your Google/Microsoft Developer console.
    • ❌ No: Move to step 4.
  4. Is the user getting a “403 Forbidden” after logging in?
    • ✅ Yes: They are logged in, but they aren’t a member of this specific community. Check your User Access settings.

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System Diagnostics & Logs

If the issues aren’t related to setup, you can use our built-in diagnostic tools to find the root cause.

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1. Run System Diagnostics

Go to Control Room > Settings > Advanced Troubleshooting > Run Diagnostics. This 2-minute check verifies:
  • Database connectivity.
  • API responsiveness.
  • Email delivery status (SMTP).
  • Third-party integration health.

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2. Activity Logs

Nudj maintains detailed logs to help you play detective:
  • User Activity: When did User X complete Challenge Y?
  • Admin Logs: Who changed the reward price?
  • API Logs: (For Developers) See the raw requests and responses.
  • Webhook Delivery Logs: (For Developers) See every webhook attempt — request body, response status, and a retry button for failed deliveries. See Delivery Logs & Retries.

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3. Debug Mode

Enable Debug Mode in the Troubleshooting settings for 24 hours to see extra-detailed error messages and performance metrics.

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API & Developer Errors

If you’re building a custom integration, use these codes to debug your requests.

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Common API Error Codes

  • Cause: Your API token is missing, expired, or for the wrong organization.
  • Fix: Generate a new token in Settings > API Configuration. Ensure you’re sending the header as x-api-token: YOUR_TOKEN.
  • Cause: Your token doesn’t have the required “Scope.”
  • Fix: If you’re trying to create a challenge, ensure your token has admin or write permissions, not just read-only.
  • Cause: You are calling a resource ID that doesn’t exist in your organization.
  • Fix: Double-check the Challenge ID or Reward ID in your URL.
  • Cause: You’ve hit our rate limits (usually 100 req/min for integrations).
  • Fix: Implement “Exponential Backoff” in your code to slow down your requests.

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Challenges & Rewards

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”Why didn’t my challenge complete?”

If a user did the task but didn’t get points:
  1. Check Action Logic: Did you require them to answer a quiz and watch a video? They must do both.
  2. Verify URL (for Website Visits): For “Visit Website” actions, users must stay on the page for at least 5 seconds for the browser to register the completion.
  3. Check Expiry: Has the challenge date passed?

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”A reward shows as Sold Out but I have inventory”

  1. Check Asset Count: Go to the Reward editor. If you chose “Unique Codes,” you must have codes uploaded in the Assets tab.
  2. Check User Limits: Did you set “Limit 1 per user”? If the user already bought it, it will show as unavailable to them.

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Still Stuck?

If you’ve checked the above and still have issues: Email us at support@nudj.cx with:
  1. Your Organization Subdomain.
  2. The specific User ID or Challenge ID affected.
  3. A screenshot of the error message.
  4. (Developers) The x-request-id header from our API response. Every Nudj API response includes this header — we trace it directly to the exact request span in BetterStack.