> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trylora.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Diagnose installation, placement, product-image, and analytics problems.

Start by confirming that you are testing the published storefront and the intended Installation Path.

## Shopify status is missing or inactive

1. Open the Trylora Shopify app.
2. Select **Refresh status**.
3. If **Try On Button** is inactive, open **Install Try On Button**, add the app block to the product template, and select **Save**.
4. If **Trylora Embed** is inactive, open **Activate Trylora Embed**, enable the app embed, and select **Save**.
5. Confirm that you edited the currently published theme.

Theme wiring does not transfer automatically when a different theme is published.

## The Try On Button does not appear

### Shopify

* Confirm both theme components are active.
* Confirm the storefront toggle is on.
* Confirm the product uses a template containing the Try On Button block.
* Select **Save** in Theme Editor and reload the published page.

### Generic Embed

* Confirm the script appears exactly once in the rendered page.
* Confirm `data-store-key` matches the store's **Embed** tab.
* Confirm **Store URL** matches the browser page origin.
* Confirm **Try On Selector** resolves an element on this page.
* Confirm a hide rule does not match the page.
* Confirm a show rule matches when show rules are configured.

## Trylora appears twice

* On Shopify, remove any manually added `embed.js` script from theme files.
* Remove duplicate Try On Button blocks from the product template.
* On a custom storefront, ensure the Generic Embed exists once in the global layout and is not also injected by a tag manager.

## The wrong product image is used

### Shopify

Open **Trylora → Settings → Product images** and choose the correct primary image strategy. Use **Selected variant media** only when every relevant variant has its own garment image.

### Generic Embed

1. Open the store's **Settings** tab.
2. Review **Product image sources**.
3. Test the primary CSS selector or element attributes in the browser console.
4. Check fallback order.
5. Test products with different templates and variants.

Avoid selectors that match thumbnails, model photography, recommendations, or hidden images before the intended garment image.

## The Store URL is rejected

Enter a complete HTTP or HTTPS URL:

```text theme={null}
https://shop.example.com
```

Check scheme, hostname, and non-default port. `www` and non-`www` hostnames are different origins. Product-page paths are discarded when Trylora normalizes the Store URL.

## Analytics events do not appear

1. Complete a new result; existing ready results are not replayed.
2. For Shopify, confirm the Analytics card says the connection is configured and enabled.
3. For Shopify, confirm **Google & YouTube** connects the store to the intended GA4 property.
4. For Shopify, confirm the Measurement ID and API secret belong to that property's connected web stream.
5. For Shopify, accept analytics consent on the storefront before testing and check GA4 Realtime after several minutes.
6. For Generic Embed, confirm **Enable merchant analytics** and the intended destination are on, then select **Save Store Settings**.
7. For Generic Embed, confirm the provider global exists:
   * GA4: `typeof window.gtag === "function"`
   * GTM: `Array.isArray(window.dataLayer)`
   * Mixpanel: `typeof window.mixpanel?.track === "function"`
8. Confirm you are looking for the event naming scheme used by the active Installation Path.

For the Shopify flow, follow [Connect Shopify to Google Analytics](/shopify/analytics).

## Content Security Policy blocks the script

The Generic Embed script must load from `https://cdn.trylora.app`. The storefront also communicates with Trylora services and opens the contained widget experience. Review browser CSP errors and allow only the Trylora origins and resource types reported for the installation.

If your policy is centrally managed, involve the storefront security owner before changing it.

## Contact support

Email [support@trylora.app](mailto:support@trylora.app) with:

* Store URL
* One affected product URL
* Installation Path
* Approximate test time and time zone
* Browser and device
* Exact error message or failed request URL

Do not email customer photos or generated results unless Trylora support provides an approved secure channel.