Overview

There might be several reasons why you cannot display your Guides on the live page of your platform.

Follow the alternative steps below to locate and fix the issue. If the answer is not one of the items listed below, then please contact our support team.

Run Troubleshooter

You can run UserGuiding's Troubleshooter on the page where you expect to see your Guide and find out why you can't see it.

Checklist

Here is a short list of items to check;

Check the Status of the Guide
Click on Publish Changes
Is the Guide Assigned to a Container?
Is the Targeting Setting Correct?
Is the Container Code Embedded Properly?
Is the Segmentation Setting Correct?
Is there an active AdBlocker on your browser?
Cache Buffers
Check Redirection Settings
Check MAU Quota (if you exceed it, guides' won't show up)
Other Possible Problems that might cause the issue

Check the Status of the Guide

If the guide is Inactive, it can not be visible on your web page/ application.

How to activate your Guide:

Go to your panel

Click on the Guide that you want to activate

Open its Settings Page

Select Active

Save

Click on Publish Changes

When you complete all the creation, management, and activation processes, please make sure you publish your changes. This will update your container code, and your changes will be reflected on your web page or application.

Is the Guide Assigned to a Container?

If the guide is not assigned to the right container, it can not be visible on your web page/application. You should assign your guide to a container.

Is the Targeting Setting Correct?

If the targeting settings are not correct, your guide will not appear on the page that you want it to. Please fix your targeting settings accordingly.

Is the Container Code Embedded Properly?

If the UserGuiding Container Code is not embedded within the page, there is no chance for your onboarding material to become visible to your end-users on your web page or application.

If you have more than one container, please make sure you have embedded the right container and put the guide within the right container as well.

Each container has an ID (see the example below) located at the end of the JS Snippet (Container Code)

Check if the right container is embedded using your Browser Console, you may consult a developer teammate of yours for this operation.

If you have embedded more than one container within your web page/application, none of your onboarding materials will show up. So make sure you only have one container embedded for your web page/application.

Is the Segmentation Setting Correct?

If you set a custom segment to your guide and you do not fit into this segment, the guide will not show up for you. Please ensure you or your customers belong to the right segment when you want to show your guides on your web page/application.

Please also make sure that you set your custom attributes properly. Check if the attribute is present. Custom attributes require the involvement of a developer teammate; please make sure everything is set correctly.

If you want to show your guide to all of your users instead of a custom segment, switch to the All Users option.

Is there an active AdBlocker on your browser?

Ad blockers may block your onboarding material; please deactivate any ad blocker if you are having problems displaying it on your web page or application. You can learn how to solve the AdBlocker issues here.

Cache Buffers

Another possible cause can be cache buffers. In this case, clearing the cache and hard reloading your webpage will solve the problem of not being able to see the guide. If these options do not work for you, please try restarting your browser.

Check Redirection Settings

If you are having problems with the page reloading itself or getting error messages like, "Selected element is not available on the page," then you should have a look at your redirection settings.

Beforehand, please make sure you always trigger a guide at the right page/URL. UserGuiding is not built for switching to the correct URL when you are on a different page. Please do not try switching pages when triggering Guides. A redirection setting is built to stabilize this issue.

If you want to change the starting URL of a guide, please also check the redirection settings when you are done with the steps.

During the preview of a Guide, when the Targeting Settings of the Guide do not match with the current URL, the browser will auto-navigate to the starting URL, in which you've set the first step of the guide.

PS: This chain of action is possible for the Custom Trigger Scenarios.