Follow this checklist to locate and fix the issue. If the answer is not one of the items listed below, then please contact our support team.
Troubleshooting - FAQ: Video Tutorial
Here is a shortlist;
- 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 Flow 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
Activate your guide. If the guide is Inactive, it can not be visible on your web page/ application.
To do this: Go to your panel, click on the guide that you want to activate, and visit its Settings Page, then locate the Status section.
Click on Publish Changes
When you are done with all the creation, management, and activation processes please make sure you publish your changes. This will update your container code and the changes you made will be reflected on your web page or application.
Publishing changes may take a while depending on the size of your onboarding material.
To do this: Publish Changes Button is located on the top right of your panel. If there are any changes to be published, the button will be activated (turn into green). Please click on it and wait for a while until the feedback message appears.
Go back to your website, and refresh the page. If the changes do not apply, clear cache and cookies and restart your browser to try again.
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.
To do this: Go to your panel, click on the guide that you want to assign, and visit its Settings Page, then locate the Container Dropdown.
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.
To do this: Go to your panel, click on the guide that you want to manage and visit its Settings Page, then locate the Targeting Section. Check out this article for detailed information.
Is the Container Code Embedded Properly?
If the UserGuiding Container Code is not embedded within the page then there is no chance for your onboarding material to become visible for your end-users, in your web page or application.
Check if the container is embedded using your Browser Console, you may consult to a developer teammate of yours for this operation.
To do this: Check out this article for detailed information.
If you have more than 1 container, things may get problematic. 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 to a developer teammate of yours for this operation.
If you have embedded more than 1 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 make sure you / or your customers belong to the right segment when you want to show your guides on your web page or 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.
To do this: Go to your panel, click on the guide that you want to segment, and visit its Settings Page, then locate the Segmentation Section.
Check out this section for detailed information.
Is there an active AdBlocker on your browser?
Ad blockers may block your onboarding material, please deactivate any adblocker if you are having problems with displaying your onboarding material on your web page/application.
Another possible cause can be cache buffers. In this case, clearing 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 Flow 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 flow 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. Flow setting is built to stabilize this issue.
If you want to change the starting URL of a guide, please also check the flow settings when you are done with the steps.
During the preview of a guide, when 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.
Here is an example;
Guide A Targeting Rule: URL > contains > / customers
Guide A Starting URL: https://userguiding.com/customers
Current URL: https://userguiding.com/features
When Guide A is triggered, the targeting rule will not match with the current URL, the browser will automatically switch to the Starting URL (https://userguiding.com/customers) to start the guide.
To check this: Open the guide within your Chrome Extension and visit Settings, click on the Flow tab and locate the Starting URL section.
Other Possible Problems that might cause the issue
Please make sure you do not have more than 1 guide that is set to auto-trigger on a single page.
Let say you have;
Guide A set to Auto Trigger with the following targeting settings:
And Guide B set to Auto Trigger with the following targeting settings:
When you are at userguiding.com/home, these two guides will try to trigger themselves at the same time, which will result in none of them showing up.
In this case, you should either cancel one of those guides from automatically triggering, or remove one of them.
Please make sure you only have one container embedded for your web page/application.