Troubleshooting

General troubleshooting steps

Determine the API request being made:
- Review your application code, refer to your application logs, or monitor the network traffic being generated by your application to see the exact request being made.
Reproduce the issue:
- Now that you have the API request you can reproduce the problem. Use an API troubleshooting tool, like PostMan or Curl, that allows you to see the request and response.
Look for an error message in the response:
- Many errors return a descriptive error message in the response body. You can see some examples in the section below. The Reference Documentation lists specific errors for each content type.
Process of elimination:
- Experiment with your request by removing a section and then making the request again. For example, if you remove a parameter and the request works, you know the error is related to that parameter.

Error-specific troubleshooting tips

This section shows common errors and solutions.

Response API passkey not valid

Description

The Response API passkey is passed in the query string. passkey=xxxxxxxxxxxxxxxxxx. If there is an issue with the passkey value, the API will respond with a HTTP 403 code. The response body will contain the message:

 <h1>Developer Inactive</h1>

Solution

Start by looking up your API key in the Bazaarvoice Portal. Then review the possible issues below:

You are using a staging key for production, or vice versa. Refer to Getting Started to learn about the supported environments.
There is a typo in your key. Confirm you are using the correct value.
Your key has not been approved yet. Refer to Getting Access to learn more.
Your key was initially not approved, but may be now and you are getting a cached response. Try changing your request to see if you get a valid response.
If you know your key was recently requested or approved, please wait up to 5 minutes to ensure the most of up-to-date key status has propagated throughout our network.

Access token provided is invalid

Description

The API request returns a HTTP 401 code, with the following response body:

 {
        "httpCode": 401,
        "requestURI": "{path}",
         "errors": [
              {
                "code": 401,
		"message": "Credentials are required to access this resource."
              }
         ]
 }

Solution

There was an error in the "Authorization" header key/value pair. Make sure the header value is in the form depicted below, where ACCESS_TOKEN is the Access token value acquired from the Oauth2 API:

Authorization: Bearer ACCESS_TOKEN

Insufficient Permissions

Description

The API request returns a HTTP 403 code, with the following response body:

{
  "httpCode": 403,
    "requestURI": "{path}",
      "errors": [
        {             
          "code": "INSUFFICIENT_PERMISSIONS"
        }
      ]
}

Solution

The requestor making the API call does not have the correct permissions to access the API endpoint(s). Please contact support with the specific error code and client instance to get resolved.

Unsupported media type

Description

Your request receives an HTTP 415 code, with the following response body:

{
  "httpCode" : 415,
    "requestURI" : "{path}",
      "errors" : [
        {
          "code" : "INTERNAL_SERVER_ERROR",
          "field" : "",
          "message" : "HTTP 415 Unsupported Media Type"
        }
      ]
}

Solution

Make sure the 'Content-Type: application/json' is included in the header. This is only applicable to the update client response and create client response endpoints.

Duplicate client responses cannot exist for the same review.

Description

Your request receives an HTTP 400 code, with the following response body:

{
  "httpCode": 400,
    "requestURI": "{path}",
      "errors": [
        {
          "code": "INVALID_PROPERTY_VALUE",
          "field": "response",
          "message": "Duplicate '{response}' detected for ClientResponse.response"
        }
      ]
}

Solution

Modify the response text or do not submit the client response.

No permissions to access a client.

Description

Your request receives an HTTP 403 code with the following response body:

{
  "httpCode": 403,
    "requestURI": "{path}",
      "errors": [
        {
          "code": "INSUFFICIENT_PERMISSIONS",
        }
      ]
}

Solution

Check the client value in the request path and make sure you have access. This is only applicable when creating a new client response and getting all client responses for a client review.

No permissions to edit response.

Description

Your request receives an HTTP 400 code with the following response body:

{
	"httpCode": 400,
  "requestURI": "{path}",
	"errors": [
    	{
        	"code": "INSUFFICIENT_PERMISSIONS",
        	"field": "id",
        	"message": "Insufficient permissions to edit client response"
    	}
	]
}

Solution

Unfortunately, a user cannot edit a response that they didn't leave.

Incorrect Response GUID

Description

Your request receives an HTTP 404 code with the following response body:

{
   "httpCode": 404,
   "requestURI": "{path}",
   "errors": [
       {
           "code": "INVALID_PROPERTY_VALUE",
           "field": "id",
           "message": "Client Response Id does not exist"
       }
   ]
}

Solution

The response guid that has been provided does not exist. Check the guid that has been provided in the request to make sure that it is accurate.

Still having trouble? Contact us for assistance.