If your widget is not displaying on the page - and it should - you should check if the code installation and widget configuration were performed correctly.


Below are some simple ways to find the cause of the widget not displaying.


Clear cookies

The most common reason for a widget not displaying is that the widget has already been completed in the browser, or the widget display limit per user (capping) has been reached.

Regardless of the reason, the fastest way to check if this is the cause is to clear the cookies in your browser for your website.


You can do this from the developer console or from the browser settings. The methods vary here, it's best to "ask Google" how to do it in your browser: how to clear cookies in your browser.


Does your website run on the https protocol?

If your website runs on the http protocol instead of the secure https protocol, this could be another cause of the problem.


Some browser security settings will not allow loading external content (and the widget library is such content) if it does not come from a secure source.


Check if the library loads on the page

To make sure the library loads correctly, open the developer console (differs depending on the browser) and in the Network tab check if the startquestion.js script was loaded from the domain https://library.startquestion.com/


The exact file path is:

https://library.startquestion.com/current/startquestion.js

Correctly loading the file above should load one more file:

https://library.startquestion.com/beta/startquestion-app.js


If the script was loaded on your page after calling the Startquestion code in the JavaScript console, the declaration of the Startquestion object should appear.


Check if a request is sent to the server for available widgets

After you make sure that the library loads correctly, look in the console for a call to the address: https://www.startquestion.com/widget-filling/configuration/420abc40-2b70-11ec-8d09-00505685cca8

Where: 420abc40-2b70-11ec-8d09-00505685cca8, is your CustomerHero account ID.

The following example illustrates a situation in which the script returns the definition of a survey with ID 425608 to be displayed:

Further proceedings

If, despite receiving the widget configuration, it still does not display, check the correctness of the defined display rules and the conditions for meeting them.

In the case of the following rules, the decision whether and when to display the widget is made at the browser level. Therefore, even if the widget.php script returns the appropriate configuration, the conditions on the browser side must also be met.

In this example, the widget.php script does not serve any widget. In this situation, no widget will be displayed. In this case, it is worth checking the page display rules based on

In this case, check again if you definitely cleared all cookies, and then check the correctness of the following rules:

The above rules are checked at the server layer. The decision whether to display the widget is made precisely at the script level. If the script does not return any widget, then one of these rules is incorrect.

Is the JS console not "throwing errors"

Check the developer console and make sure that all scripts on the page are executing correctly.

The web browser environment is shared. Therefore, other scripts may affect whether and how other scripts work.

The occurrence of errors does not necessarily mean that the widget will not work. But the lack of errors confirms our belief that we need to keep looking

The widget still doesn't display :(

If the above tips did not help, please contact us by e-mail or on the chat. Together we will find the cause :)