Overview

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

Follow the alternative steps below to locate and fix the issue. Please contact our support team if the answer is not one of the items listed below.

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.

Note: each Hotspot you create belongs to a Hotspot group, and by designating a Hotspot group for a specific page, you can comprise all hotspots that you'd add to the group on this specific page.

Checklist

Here is a short list of items to check:

  • Check the status of the Hotspot group 

  • Click on Publish Changes

  • Is the Hotspot group Assigned to a Container?

  • Is the Container Code Embedded Properly?

  • Is the Targeting setting correct?

  • Is the Segmentation setting correct?

  • Is there an active ad blocker on your browser?

  • Cache Buffers

  • Check if the UI element you've selected for the Hotspot is on the page.

  • Check MAU Quota (if you exceed it, Hotspots won't show up)

  • Other Possible Problems that might cause the issue

Note: Every single page must contain only one hotspot group. Please ensure you don't target two hotspot groups to a single page or the same pages. 

Check the status of the Hotspot group

Activate your Hotspot Group. If its status is Inactive, it can not be visible on your web page/ application.

To do this: Go to UserGuiding Panel, click on the Hotspot Group name you want to activate, and visit its Settings Page, then locate the Status section.

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.

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 Hotspot group Assigned to a Container?

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

To do this: Go to UserGuiding Panel, click on the Hotspot group name that you want to activate, visit its Settings Page, then locate the Container Dropdown.

Is the Targeting Setting Correct?

If the targeting settings are incorrect, your Hotspot group and the Hotspot (s) belonging to this group will not appear on the page you want them to. Please correct your targeting settings accordingly.

Is the Container Code Embedded Properly?

If the UserGuiding Container Code is not embedded within the page on which you want to show the Hotspot (s), then Hotspots can't become visible for your end-users in your web page or application.

Check whether the container code is embedded correctly or not by using your Browser Console; you may consult your developer teammate for this operation.

Important: If you have more than one container code, please ensure you have embedded the right container and assigned it to the hotspot group you're trying to see on the page.

Each container has a unique 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; again, you may consult a teammate from your technical team 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 code embedded for your web page/application.

Is the Segmentation Setting Correct?

If you set a custom segment to your Hotspot group to make it visible for a particular group of end-users and you, as an end-user, do not fit into this segment, the Hotspot will not show up for you. 

Please ensure you or your customers belong to the right segment when you want to show your hotspots on your web page or application.

Custom attributes require a developer teammate's involvement; please ensure everything is set correctly.

Switch to the All Users option if you want to show your Hotspot to all your users instead of a custom segment.

Is there an active ad blocker on your browser?

Ad blockers may block your onboarding material; please deactivate any ad blocker if you are having problems with displaying onboarding material on your web page/application.

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 Hotspot. If these options do not work, please try restarting your browser.

Check if the UI element you've selected for the Hotspot is present on the page

As you remember from the Hotspot creation process, you always select a unique UI element on the page for the single Hotspot you create. 

This way, you attach a single Hotspot to the element so that, later on, when you activate the Hotspot, only when this element is present on the page can this Hotspot become visible.

Therefore, please ensure that the formerly selected element is present on the page when looking for the attached Hotspot.

Note: If you're having trouble finding a unique UI element for your Hotspots, tap into the Custom CSS Selector feature while attaining an element to a Hotspot.

Other Possible Problems that might cause the issue

Please make sure you do not have more than one Hotspot group set with the targetings giving the same result or with a targeting directing these two hotspot groups to a single page.

Let's say you have a Hotspot Group A, set with the following targeting settings:
contains  /home

And a Hotspot Group B, set with the following targeting settings:
contains /userguiding

When you are at userguiding.com/home, these two hotspot groups will try to trigger themselves simultaneously, resulting in none showing up.

In this case, you should reset the targeting settings of the groups by parting their target pages from each other.

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