Troubleshooting

Outcome

You will be able to identify the most common Lens symptoms and resolve them without opening a support case, or escalate cleanly when an escalation is genuinely warranted. The vast majority of Lens issues fall into a small number of patterns, and most of them resolve at the first checkpoint: environment.

Check environment first, always

Before working through any symptom on this page, confirm you are looking at the right environment. See Environment behavior. This single check resolves a large share of “Lens looks broken” reports.

Pick a Symptom

The tabs below group the symptoms we see most often. Pick the one that matches what you are seeing and work through it before opening a support case.

Widget not visible

Lens is enabled in TMXIO but the widget does not appear on the site.

Confirm the environment first

The most common cause of this symptom is that Lens is enabled on a different environment than the one currently loaded in the browser. Switch environments before assuming the install is broken.

Likely causes, in order:

• The wrong environment is selected in TMXIO or in the browser.
• The site-side install is not aligned with the current Lens setup for the environment.
• Credentials were rotated in TMXIO but not updated on the site.
• The widget visibility setting is overriding the enabled state.

How to verify and fix:

• Compare the selected environment in TMXIO with the URL loaded in the browser; they must match.
• Open Lens settings in TMXIO and confirm the environment shows Lens enabled.
• Re-run the install guidance from Lens for WordPress for the affected environment.
• If credentials were rotated, update the site-side install with the new values.

Feedback missing

Reviewers say they submitted feedback but it is not appearing in the TMXIO inbox.

Check the environment of the inbox

Items always appear in the inbox of the environment they were submitted against. If a reviewer submitted feedback while looking at staging, the item will not appear in the production inbox no matter how long you wait.

Likely causes, in order:

• The item was submitted against a different environment than the one currently visible in the inbox.
• The inbox is filtered to a status that excludes the item.
• The widget appeared to succeed but the site-side install is not transmitting correctly.

How to verify and fix:

• Switch the TMXIO inbox to each environment in turn and look for the item.
• Clear inbox filters and search by the page URL the reviewer used.
• If the item is truly absent from every environment, see the “Widget not visible” tab for install verification.
• See also Environment behavior.

Escalation unclear

The team is unsure whether an item belongs in support or should stay in product review.

Most items stay in product review

Support escalation is for platform and hosting concerns, not for design or content disagreements. When in doubt, leave the item in product review and add a comment naming what is blocking the decision.

Likely causes, in order:

• The item does not yet have enough context for anyone to act on.
• The workflow is being used for design review when it should be in product review.
• The team has not agreed on what “escalate” means in their context.

How to verify and fix:

• Use the symptom table in Escalate to support to make the call.
• If the item lacks context, add it as a comment before escalating.
• If the team disagrees, decide once and write it down.

Status drift

The queue has items in inconsistent or unexpected statuses, and no one is sure who owns what.

Drift is a process problem, not a product problem

Status drift usually means the team has stopped running triage on a regular cadence. The fix is operational, not technical.

Likely causes, in order:

• Triage has been skipped for one or more cycles.
• The team has not agreed on what each status means.
• Items are being closed without comments, so future readers cannot tell what happened.

How to verify and fix:

• Read the queue with fresh eyes and note items that do not match their status.
• Run the cleanup pass described in Lens status workflow.
• Re-establish a triage cadence using Review and triage feedback.

Settings unexpected

The Lens settings area in TMXIO is showing a state your team did not expect.

Settings are per environment

Every setting except reviewer access applies to one environment at a time. If a setting looks wrong, the first question is “which environment am I looking at?”

Likely causes, in order:

• You are looking at the wrong environment.
• A recent change (enable, disable, rotation) was made without being recorded.
• Reviewer access was changed at the site level and is affecting visibility.

How to verify and fix:

• Switch environments in TMXIO and compare the settings for each.
• Check recent activity logs for changes.
• Open Lens settings in TMXIO for the full setting reference.

When to Open a Support Case

After working through the relevant tab above, open a support case only if all of the following are true:

• You have confirmed environment in both TMXIO and the browser.
• You have re-checked the install guidance and credentials.
• You have ruled out filter and status issues in the inbox.
• The symptom persists across more than one reviewer or session.

When you do escalate, use the template in Escalate to support so the support team has everything they need on the first read.

What Success Looks Like

• The team resolves environment confusion and filter issues without opening cases.
• Escalations carry full context and are limited to genuine platform or hosting concerns.
• Repeated patterns get written into team habits rather than rediscovered each time.

Related

Environment behavior

Lens settings in TMXIO

Escalate to support

Lens status workflow