Troubleshooting Content After Publishing

Published WalkMe content will not be visible in your environment if the Editor is still open:

• Close the Editor

• Refresh your browser

• Check to see if your WalkMe content appears

The figure shows the WalkMe Editor where your WalkMe content appears.

Confirm that content in the WalkMe Editor has published to that Environment:

• Ensure you are looking at the correct Environment

• It should have a green circle icon next to the name of your content

The figure shows that the content is published and has a green circle icon next to the name of your content.

Check if any Published content has Segmentation Tags applied.

If yes, review the segmentation conditions and verify whether conditions are met in the relevant application.

The figure shows if any Published content has Segmentation Tags applied.

Confirm the Snippet is enabled for that Environment:

• In the WalkMe Editor, click the gear settings icon in upper right corner.

• Choose System Settings from the dropdown.

• Choose Snippet to find the WalkMe Enabled Toggle.

The figure shows that the Snippet is enabled for the Environment.

One of the two WalkMe deployment methods is the WalkMe User Extension if using the Snippet is unavailable for your platform. This is different from the Builder Extension.

This section is only relevant if you have WalkMe deployed to your machine via the User Extension, and not the Snippet.

• Ensure your WalkMe Editor is closed

• Click on the three dots - options menu in the top right corner of the browser

• Hover over Extensions

• Click Manage Extensions

• Verify that the Builder Extension is applied

Watch the video to know more. Note that the video does not support audio.

Check the segmentation on your Launchers and SmartTips to make sure that any rules set evaluate as true for the page where you are trying to display them.

You can do this by going to the Display Condition tab in the Options menu. You should also check if any global segment tags have been set.

The figure shows the Display Condition tab in the Options menu to check if any global segment tags have been set.

If the element you have chosen is not visible on page load, or if the page takes a long time to load, you may need to check "Appears and disappears as a result of user action". This allows WalkMe to continue searching for the attached element, even after its found for the first time.

You can do this by going to the Selected Element tab in the Options menu.

The figure shows the Selected Element tab in the Options menu.

The ShoutOut isn't playing on the page where it is expected to show? There are several factors that can prevent a ShoutOut from appearing. As always, be sure to check that it Published to the correct Environment. Here we will examine some troubleshooting techniques.

Is the Auto Play Frequency set to Once or Once a day?

A great test is to clear your cache and cookies>refresh your browser and see if the ShoutOut now appears.

The figure shows the ShoutOut settings to set the Auto Play Frequency.

Are one or more of the "Cancel Auto Play once the user clicks" options checked?

The auto play will stop playing once that button was clicked. Try clearing your cache and cookies to see the ShoutOut again.

The figure shows the ShoutOut settings to set the Cancel Auto Play.

Is there segmentation applied to the ShoutOut? The ShoutOut will not play if it has Segmentation applied that is not valid.

• Check if there are any Segment tags applied to the ShoutOut

• Check if the applied Segment Tags are true when the ShoutOut should play

The figure shows the ShoutOut settings to check if the Segmentation applied is valid or not.

• Is the correct Environment implemented on the page where the ShoutOut should appear?

• Is the ShoutOut published to the correct environment?

• Can you see if other WalkMe content is loading?

The figure shows the Environment Checks for the published ShoutOuts.