Troubleshooting the web crawler

The web crawler lets you crawl and index external content for usewherever you use external content in your Zendesk accountwithout developer resources (seeSetting up the web crawler). You can use this article to troubleshoot crawler setup and page errors that you may encounter while setting up the web crawler in your application.

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The web crawler lets you crawl and index external content for use wherever you use external content in your Zendesk account without developer resources (see Setting up the web crawler). You can use this article to troubleshoot crawler setup and page errors that you may encounter while setting up the web crawler in your application.

This article contains the following topics:

Crawler setup errors

Record errors

Robot.txt errors

Crawler setup errors

Crawler setup errors are generated when the web crawler cannot run successfully. Crawler setup errors generate an email notification that is sent to the crawler owner configured during web crawler setup.

Domain ownership could not be verified

The web crawler attempts to verify domain ownership each time it runs, which can take up to 24 hours. If the domain verification fails, the crawler owner is notified by email and the Crawlers page will show a Crawl status of "Domain verification failed."

To troubleshoot domain verification errors, verify the homepage of your website (otherwise known as the index or root page) is up and publicly available. The page should not have any user login, password, IP restrictions, or other authentication requirements.

Sitemap could not be processed

The web crawler uses the sitemap defined at crawler setup each time it runs. If the sitemap cannot be processed, the crawler owner receives an email notification and the crawler will not run. If this happens, verify the following:

The web crawler is pointing to the correct sitemap URL and can locate it successfully. You can edit the crawler to view the current sitemap URL. See Managing web crawlers.

The sitemap is served and publicly available. The page should not be restricted by any user login, password, IP restrictions, or other authentication.

The sitemap is an XML URL sitemap that follows the Sitemaps XML protocol..

Record errors

Record errors occur when there are no setup errors, but the web crawler cannot successfully scrape and index the pages defined in the crawler sitemap (see Setting up the web crawler). When a record error occurs, an email notification is sent to the crawler owner with a link to a CSV file that lists the affected pages and their associated errors.

Locale not detected

The error "Locale not detected" indicates that the web crawler could not detect any locale or the detected locale does not match any current help center locales.

To determine the locale of a record, the crawler tries the following approaches. The first successful strategy determines the locale of the records.

Extract the locale from the lang attribute in the tag.

Extract the locale from the Content-Language header.

Extract the locale from the tag.

Perform textual analysis of the content (CLD - Compact Language Detection).

The "Locale not detected" error results from of one of the following issues:

The locale or language identified does not match a locale or language configured in any help center in your account. To see which languages are configured in each help center in your account, see Configuring your help center to support multiple languages. Find the locale codes for your configured languages in Zendesk language support by product.

The web crawler could not determine a locale or language.

To resolve this issue, verify the following:

The lang attribute in the html tag matches a locale from the help center.

The HTTP Content-Language header matches a locale from the Help center.

The meta element with the Content-Language set in the http-equiv attribute matches a locale from the help center.

See Understanding web crawler locales.

Title not detected

The error "Title not detected" indicates that the web crawler could not detect the title of a record. The web crawler uses the following approaches to determine the title of a record:

Extract the content of the tag.

Extract the content of the tag.

Extract the textual content from the tag.

The first successful strategy determines the locale of the records. The crawler only indexes the first 255 characters of the extracted content. The record is not indexed if the above strategies didn’t determine any content.

To resolve this issue, make sure the affected page has one of the tags listed above.

Body not found

The error "Body not found" indicates that the web crawler could not detect the body of a page. To resolve this error, make sure the affected page is properly marked with the tag.

HTTP [status code]

If the error code field in the CSV for a record contains HTTP and a status code, it means that the page could not be indexed because the page could not be accessed. If the page could be successfully indexed (HTTP 2xx) you will not receive an HTTP status code error.

The most common error codes are:

404 - Page not found - The page either does not exist or was moved to another URL. To resolve this issue, make sure the sitemap that the crawler is using is current and that all URLs in the sitemap point to existing pages.

403 - Forbidden - The crawler is restricted from accessing the page due to some access control mechanism, such as it being behind a log in or IP address restriction. To resolve this issue, verify the following:

You have added Zendesk/External-Content, the web crawler user agent, to your allowlist.

The pages you want to index are publicly accessible, as the crawler cannot crawl pages with restricted access. If the pages you want to crawl and index cannot be made publicly accessible then you should explore indexing them using the Federated Search (External Content) API. See Setting up the Zendesk Federated Search API.

5xx - Server error - The page could not be crawled due to a server error. The site may be temporarily unavailable. To resolve this issue, visit the one or more of the pages with this error to make sure the site is up. If the site is down, contact the site administrator. When the error is fixed, wait for the crawler to run again within its regular cadence (every 12-24 hours).

Invalid URL domain

The error "Invalid URL domain" indicates the URL of the page listed in the sitemap is not on the domain you configured during crawler setup.

To resolve this issue, verify that the domain of the page that triggered the error is on the same domain as is defined for your web crawler. If the page linked in your sitemap is pointing to a page that is hosted on a different domain from the one configured during crawler setup, you can do one of the following:

Set up a new web crawler for the affected page.

Move the page from the external domain to the domain configured for the web crawler.

Undetermined

The error "Undetermined" may be caused by one or more of the following:

You have exceeded the external records limit for your instance - If you've exceeded the external records limit, the latest external records in excess of the limit will not be indexed or updated. To resolve this issue you can do one or more of the following:

Delete some of your crawlers, whereby the external record of those pages is deleted in your instance and then the pages previously not indexed due to hitting the limit can be indexed. See Managing web crawlers.

Delete individual records via the Federated Search API. However, if the crawler indexing this page is still active or if a custom API integration that adds this page is active, the page will reappear next time the crawler runs or the integration syncs.

Remove pages that one or more crawlers are using from the sitemap. The next time the crawler runs it will re-index the remaining pages and delete the ones removed from the sitemap.

Point one or more crawlers to a sitemap with fewer pages. The next time the crawler runs it will re-index the remaining pages and delete the ones removed from the sitemap.

The page is using JavaScript location redirects - The web crawler does not observe JavaScript location redirects. If the page uses JavaScript location redirects, the crawler cannot reach the content of the page.
To resolve this issue, do one of the following:

Make sure the sitemap points directly to the page you want to index.

Implement HTTP redirects.

Robot.txt errors

A robots.txt file tells the crawler which parts of a website it's allowed to access. Its primary purpose is to prevent overloading a website with excessive crawl requests.

Rather than being a configuration step, robots.txt acts as a set of guidelines that informs the crawler whether it can crawl the entire site or specific sections. The only time customers need to engage with robots.txt is when the crawler is blocked or the robots.txt file is invalid. In these cases, the system will generate one of the following errors that must be addressed before the site can be successfully crawled and synced.

Crawl blocked by website

This error occurs when the robots.txt file is configured to prevent all user agents, including the crawler, from accessing the site.

To ensure the Zendesk crawler has permission to access the site while optionally blocking other crawlers, you can add an override rule to the robots.txt file to allow the Zendesk crawler.

Example 1: Allow only Zendesk/External-Content
User-agent: Zendesk/External-Content
Allow: /

Example 2: Block Googlebot
User-agent: Googlebot
Disallow: /

Invalid robots.txt file

This error occurs when the robots.txt file exists but contains syntax errors or invalid rules, making it unreadable by crawlers and causing them to ignore or cancel the crawl.

To resolve this issue, review and correct your robots.txt file to ensure it adheres to the proper syntax and accurately specifies crawler permissions. Use online tools, such as Google’s Robots Testing Tool, to validate your robots.txt file.