Overview

Troubleshooter allows you to inspect all details of your content in UserGuiding and quickly spot the root of a problem, so you can get things working again fast.

If you can't see a guide or a hotspot you published on its target page, open Troubleshooter for it and simply run through all setting variables that content has to detect the source of the issue.

Important: If you can't open and run Troubleshooter on a page, it means UserGuiding is not installed on the page. This is the most likely reason for why you can't see your live content. Learn more here.

Opening the Troubleshooter from the panel.userguiding.com

  1. Open Troubleshooter by visiting the settings page of guides, hotspots, checklists, and NPS, our personal favorite method.
  2. Content Status should be active and integration completed to see its icon.
  3. Click on Troubleshooter icon to open it on the Flow (starting) URL of the current content (ex: Guide ID: 14182)

By following this method, Troubleshooter will open showing the details of the mediator content. You may need to scroll down to see that particular section.

Important: If you're at NPS or Checklist settings page since there is no Flow (starting) URL to step in, you must type in the URL of the webpage, where you want to run Troubleshooter.

Opening Troubleshooter from the Chrome Extension

If you're on a URL where your guides or hotspots should be showing, you've already downloaded the Chrome extension and successfully embedded the container code, you can right-click the UserGuiding Chrome Extension icon and click "Run Troubleshooter on this page".

Important: Troubleshooter will not show up if Chrome Extension is open. In that case, you can simply close the extension and try repeating the steps above again.

How Troubleshooter Works

There are six main sections in Troubleshooter starting from Container Information. If the section is showing plus icon [βž• ], you can click on it to reveal subsections. When the main section is opened, its icon will be a minus [βž– ].

[βž• ] Container Information

Here, you can find details about the JS code embedded on the current page.

  • Container Embed Status: expected to be showing βœ… .
  • Container Name: name of the Js code on the current page.
  • Container ID: unique ID of the embed Js code.
  • Last Update Date: date and time you last click Publish Changes button.

HintπŸ’‘: If you can't see the last changes you made over a guide or another content, make sure to click Published Changes to update the live version of your content.

[βž• ] Current User Information

Here, you can find details about the current user and find out which user segments s/he meets conditions of.

  • User ID: is the random, unique ID generated by embed JS code for the current user. It remains the same if you re-visit the platform pages with the same browser history. Learn more here.

Important: If you integrated user IDs in UserGuiding, here you'd see the designated ID of the current user.

  • You can also see Guide IDs for the guides seen and completed by the current user within that browser session.

How to reveal section details in Troubleshooter:

If the subsection is showing β–Ί icon, click on it to reveal more information and setting details. When a sub-section is already open, its icon will be β–Ό.

β–Ί User Segments:

  1. In this section, you see all user segments (user groups) you created and check whether the current user is included in these segments or not.

Below, for instance, the current user is included in the New Users segment βœ…

2. If you click any "segment name" (ex: French Speaking Users), you see if the current user data is matching with the segmentation condition you set for the segment.

  • Condition (OR / AND): When the user segment is created with one property, or the condition set between multiple segment properties is AND, then, every property should match. I property condition is OR > any property should match.

To learn more about the Segmentation Properties and Rules, visit here.

β–ΆοΈŽ Properties:

  1. In this section, you can see the segmentation condition set with the selected property, and whether the current user meets the condition.
  • See the example below, the current user's Browser Language is not French (expected value) so s/he can't be included in the segment.❌

How to create User Segments - Video Tutorial

[βž• ] Guides

Here, you can find details related to Active Guides inside the container code embedded on the page where Troubleshooter is opened.

Important: If you can't see a published guide on the current page, find its name within this section to find why it is not showing up. Learn more here.

1 - Previewing Guide:

If there is a guide playing on the current page, you can know it from its name-ID and see the setting details inside this section. See the example below:

  • Targeting Availability: Current page URL matches Targeting conditions of the guide. βœ…
  • Segmentation Availability: Current user matches the Segmentation conditions of the guide. βœ…
  • The guide has steps to be displayed. βœ…

2 - Available Guides:

If there is an available guide on the current page, it is ready to be automatically shown (active). See the setting details inside this section. When there is none, you will read "There is no available guide"

  • Targeting and the segmentation conditions of the available guide met by the current user and page. βœ…
  • An available guide's triggering method should always be Auto. βœ…
  • When its appear option is "Once", the "Guide not seen before (yet)".

3 - Other Guides:

This section has all active guides you've placed into the container code embedded on the current page, except available and previewing guides.

If you click on any guide on the list, you can see its setting details and check whether it can be played on the current page or not (see availability).

Targeting Availability

  • Current page URL matches Targeting conditions of the guide, shows βœ…
  • Current page URL does not match Targeting conditions of the guide, shows ❌

See the example below: since the current page URL complies with the Targeting Rules, the guide is available based on its Page Targeting. Learn more here.

Segmentation Availability

  • Current user matches the Segmentation conditions of the guide, shows βœ…
  • Current user does not match the Segmentation conditions of the guide, hows ❌

See the example below: since There is no segment designated to the guide (ID:14173), Segmentation Type of the guide is set to All Users, meaning, all end-users visiting the current page URL complies with the Segmentation Availability of the guide. Learn more here.

[βž• ] Hotspots

Here, you can find details related to Active Hotspot Groups inside the container code embedded on the page where Troubleshooter is opened.

Important: If you can't see the published hotspot on the current page, locate its Group name and details within this section to find why it is not showing up. Learn more here.

1 - Available Hotspot Groups:

If there is an available hotspot group on the current page, you can see its setting details inside this section. When there is none, you will read "There is no available Hotspot Group"

  • Targeting and the segmentation conditions of the available Hotspot Group met by the current user and page. βœ…

Important: If you can't see the hotspot(s) of an available Hotspot Group on the current page be sure that the group has hotspots inside to be shown.

β–Ί Hotspot Details

  • If your group has hotspots, click here to see details related to each hotspot.
  • If hotspots have a text component, you can detect it from the written text. If not, you will see the corresponding step number.
  • Exists on UI: The area you highlighted (HTML element) while creating the Hotspot is present on the current page so does the hotspot itself.βœ…
  • Not Interacted Before: The current user hasn't taken the necessary action yet to display the hotspot (ex: click on Beacon).❌

2 - Other Hotspot Groups:

This section has all active hotspot groups you've placed into the container code embedded on the current page, except available groups.

If you click on any Hotspot Group on the list, you can see its setting details and understand why they can't be played on the current page (see availability).

In the sample below, the hotspot group's page targeting does not match with the current page URL, so it is not available. Learn more here.

[βž• ] Checklists

Here, you can find details related to Active Checklist and Help Centers inside the container code embedded on the page where Troubleshooter is opened.

Important: If you can't see the published checklist on the current page, click onto its name to find why it is not showing up.

1 - Available Checklists:

If there is an available checklist on the current page, you can see its setting details inside this section. When there is none, you will read "There is no available Checklist"

  • Targeting and the segmentation conditions of the available Checklist met by the current user and page. βœ…
  • Format shows either Checklist or Default. The latter means the content format is a Help Center.
  • Checklist Completion Rate: The fill rate of the Checklist Progress Bar with each completed guide.

β–Ί Checklist Guides:

Here, you can find the list of guides inside the active checklist.

  • Click any guide on the list to see details related to its completion. Remember, checklist guides marked with checkmarks when they are completed by end-users.
  • See the example below, the available checklist on the current page is shown in Troubleshooter. Checklist Completion Rate is 40% percent.

2 - Other Checklists:

This section has all active checklists and help centers you've placed into the container code embedded on the current page, except available ones.

If you click on any Checklist on the list, you can see its setting details and understand why they can't be played on the current page (see availability).

In the sample below, the Help Center's page targeting does not match with the current page URL, so it is not available. Learn more here.

[βž• ] Surveys

Here, you can find details related to Active NPS Survey inside the container code embedded on the page where Troubleshooter is opened.

1 - Available Surveys:

If there is an active NPS Survey displaying on the current page, you can see its setting details inside this section. When there is none, you will read "There is no available Survey".

  • Targeting and the segmentation conditions of the available Survey met by the current user and page. βœ…

Appearance Settings > Display Conditions

  • User Last Seen the Survey: the date will be written if the current user has completed interacting with the survey.
  • Enough Days Passed After Last Seen βœ…
  • Will be Available to User on: the date when the current user will see it again after seeing this survey
  • Enough Page Visited: before the current user sees the survey.βœ…
  • Sampling: The percentage of the users that will be sampled and the current user inside this sample.βœ…
  • Showed Less Than 2 Times in the current browser session.βœ…

2- Other Surveys:

If there is an active NPS Survey not displaying but placed into the container code embedded on the current page, you can see its setting details inside this section. When there is none, you will read "There is no Other Survey".

Click on NPS to understand why it can't be played on the current page (see availability).

  • In the sample below, the NPS Survey has a page targeting that does not match with the current page URL, so it is not available. Learn more here.
  • Also, not enough days passed after the current user last seen the survey.
  • Finally, since s/he has seen the survey at least one time within a single session, the survey won't be showing for the sake of a better UX.

Related Articles:

Why can't I see my hotspot on live?

Why my guide does not show up?

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