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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:
What you seeWhat it meansThe Fix
NXDOMAINThe domain doesn’t exist.Check for typos in your subdomain (e.g., commuity vs community).
A Record (numbers)You pointed to an IP address.Delete the A record. Nudj requires a CNAME pointing to cname.vercel-dns.com.
Orange Cloud (Cloudflare)Your traffic is being proxied.Go to Cloudflare and click the orange cloud to make it Gray (DNS Only).
Old ValueYour previous host is still active.You need to wait up to 24 hours for “Propagation,” or lower your TTL to 3600.

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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.

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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 [email protected] 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.