You should go through the following checklist to find the reason why your hotspot doesn't show up on the page even though you've turned its status active.
Alternatively, you can run UserGuiding's Troubleshooter on the page that you expect to see your Hotspot and find out why you can't see it.
Remember: each hotspot that 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.
You can start arriving at the settings page of the hotspot group, then check the items on the below list:
- Check the Status of the Hotspot Group
- Click on Green Publish Changes Button in https://panel.userguiding.com/
- Is the Hotspot Group assigned to a Container?
- Is this assigned container correctly embedded in your platform?
- Is the Targeting setting correct?
- Is the Segmentation setting correct?
- Is there an active AdBlocker on your browser?
- Check if you have more than 1 hotspot group on a single page.
- Cache Buffers
- Check if the UI element you've selected for the Hotspot is present on the page.
- Check MAU Quota (if you exceed it, guides' won't show up)
- Other Possible Problems that might cause the issue:
Remember: every single page must contain only one hotspot group. Please make sure that you don't target two different hotspot groups to a single page or to 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 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 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 and visit its Settings Page, then locate the Container Dropdown.
Is the Targeting Setting Correct?
If the targeting settings is not correct, your hotspot group and the hotspot(s) belonging to this group will not appear on the page that you want it to. Please correct your targeting settings accordingly.
To do this: Go to UserGuiding Panel, click on the Hotspot Group name that you want to activate, and visit its Settings Page, then locate the Targeting Section.
Check out this article to learn everything about Targeting.
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 it is not possible for hotspots to 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 a developer teammate of yours for this operation.
To do this: Check out this article for detailed information.
Important: If you have more than 1 container code, things may get problematic. Please make sure 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 1 container within your web page/application, none of your onboarding materials will show up. So make sure you only have one container code is 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 make sure you / or your customers belong to the right segment when you want to show your hotspots in your web page or application.
Please also make sure that you set your custom attributes properly. Check if the attribute you've created is present in your system and also trackable by UserGuiding through the Data Source you've selected for it.
Custom attributes require the involvement of a developer teammate, please make sure everything is set correctly.
If you want to show your hotspot to all of your users instead of a custom segment, switch to the All Users option.
To do this: Go to UserGuiding Panel, click on the Hotspot Group name that you want to activate, and visit its Settings Page, then locate the Segmentation Section.
Check out this article for detailed information about the Segmentation.
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 an 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 hotspot. If these options do not work for you, please try restarting your browser.
Check if the UI element you've selected for the Hotspot is present on the page.
As you can 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 in a way that, later on when you activate the hotspot, only when this element is present on the page, this hotspot can become visible.
Therefore, please make sure that the formerly selected element is present on the page when you're looking for the attached hotspot.
Remember: If you're having trouble finding a unique UI element for your hotspots, you can always tap into the Custom CSS feature while attaining an element to a hotspot.
To learn more about the Custom CSS, check out this article.
Other Possible Problems that might cause the issue
Please make sure you do not have more than 1 hotspot group that is set with the targetings giving the same result, or with a targeting directing these two different hotspot groups to a single page.
Let say you have a Hotspot Group A, set with the following targeting settings:
And, a Hotspot Group B, set with the following targeting settings:
When you are at userguiding.com/home, these two hotspot groups will try to trigger themselves at the same time, which will result in none of them showing up.
In this case, you should reset targeting settings of the groups by parting their target pages from each other.
What is a Hotspot & Hotspots vs Guides