Egenverk Babbla · Documentation

Troubleshooting

The Diagnostics tab

Settings → Babbla → Diagnostics is the first place to look. The tab has four cards.

Status

Each row carries a status: OK, Warning or Error.

• Assistant: whether the assistant is on, with provider, model and whether the key comes from the settings page or wp-config.php. Without a key, questions are answered with a notice.
• How a question is run: in the same request (fastcgi_finish_request), through Action Scheduler, or through a loopback request to the site itself. Loopback is the slowest route and the one a firewall can block.
• Jobs waiting: how many questions have waited more than five minutes. A question is normally answered within a minute.
• Last failure: the job id, time and error.
• Diagnostic log: the chosen level and how long files are kept.
• WP-Cron: shown only when WP-Cron is disabled. Old log files are then cleaned up only if a real cron runs wp-cron.php.
• Live updates: a test of the signal file that makes new messages show quickly, see below.

The connection test for the AI provider lives on the Settings tab, next to the key it tests.

Server load

Babbla's requests per request type: the count in the last hour, per minute, the busiest minute and the average time in milliseconds. Counted since the object cache last restarted, for at most two hours.

Lean chat reads

See below.

Log

Choose a Log file and click Show. The newest line comes first, the last 200 lines, with times in UTC. Delete all log files removes every file.

The log level is set under Diagnostic log in the Data card on the Settings tab: Off, Errors only, Errors and warnings, Everything the agent does, or Debug (verbose). The default is Errors only. The log rotates daily and is deleted after 14 days. Raise the level before you try to reproduce a problem.

The assistant does not answer

The assistant often says why in the conversation itself:

Otherwise:

1. Open Diagnostics and check the Assistant and Last failure rows.
2. Run Save everything and test the connection on the Settings tab. The test shows the provider's exact error, for example for an invalid key or a model id that does not exist.
3. Check that the user may manage WooCommerce. Chat access is not enough for the store tools.
4. If Jobs waiting says questions are waiting, nothing is running the jobs on the server. See the How a question is run row. A question can be run by hand with wp egvb job run followed by the job id.

Remember that the assistant never answers in direct messages, and in a room only when someone mentions it with @.

At most two questions are answered at the same time across the whole site. A third waits and the chat shows the assistant as busy.

Sales figures are missing or look wrong

The sales tools read WooCommerce Analytics. Analytics must be enabled and its historical data imported. The tools count paid orders only, over a period of at most 400 days.

New messages lag

Look at the Live updates row under Diagnostics. The test rewrites the signal file and fetches it back the way a browser does. It can report that:

• the change signal works and new messages appear within about two seconds
• the signal file is cached or unreachable, with the HTTP status
• the signal could not be tested from the server because the loopback request is blocked, which says nothing about the browser
• the uploads folder is not writable

The result is kept for five minutes. If a cache in front of the uploads folder holds on to the file, or the folder is not writable, the chat checks the server every 10–60 seconds instead. It then works as usual, only more slowly.

A wp-admin tab that was open while Babbla updated may use an old address for the signal file. Reload the page.

Lean chat reads

With lean chat reads on, the chat's checks for new messages load only Babbla, no other plugin and no theme, so each request holds a PHP worker for a shorter time. Sending messages and the assistant are not affected. Switch it on with Turn on in the Lean chat reads card on the Diagnostics tab; it is off by default. Babbla then installs a small must-use plugin, wp-content/mu-plugins/egenverk-babbla-lean.php.

If another plugin grants chat access through its own capability rule, these checks cannot see that rule and the chat answers that the user is not allowed. Click Turn off in that case. If the card shows "On, from an older version", a Babbla update has changed the file; click Update. If the wp-content/mu-plugins folder is not writable, an error is shown. The same can be done with wp egvb lean on, off and status.

Server load shows nothing

The Server load card needs a persistent object cache, such as Redis. Without one nothing is counted.

A file will not attach

• The file is larger than 10 MB or than the server's upload limit.
• The file type is not allowed, or the file's content does not match its extension. SVG, HTML and executable files are never accepted.
• The image is larger than 10,000 px on a side or 40 megapixels.
• You have uploaded 30 files in the last ten minutes.
• The message already has five files.

Thumbnails that stop showing in a tab left open for a day come back when you reload the page.

The order list does not show when I type #

The list is offered only to users who may edit orders, and needs at least three digits.

I cannot clear a conversation

Only your own assistant conversation can be cleared, and not while the assistant is answering a question there.

The bubble is gone

The bubble can be hidden by the Floating bubble setting or by your own Hide bubble choice in the bubble's menu. Open the chat from the admin bar icon.

Known problems that are fixed

Update to the latest version if you see any of these:

• A message containing å, ä or ö was not saved and the chat said the send status was unknown. Fixed in 0.37.1.
• A database error about ALTER TABLE and ADD COLUMN was logged on install or update. Nothing was lost. Fixed in 0.46.2.
• The assistant's answers could end in raw source markers in double square brackets. Fixed in 0.50.1.
• Tools from other plugins ran without their integration being switched on. Fixed in 0.48.0.

Upgrading from an older copy

A site running the older copy in the babbla folder has it deactivated when Egenverk Babbla is activated. Settings, the access list and chat history carry over.