Understanding Technical Issues

*Please note* Engagement reports (as pictured below) are available for flows published/republished after 11/19/2016

One of the things that makes Appcues powerful is its existence right alongside your site. Appcues tries to be your site's best friend, showing content to users on the right pages and on the right elements within those pages. Sometimes, however, there are circumstances where Appcues has trouble finding the right element for your content. This isn't usually an error that you might need to address, but sometimes it can be. This article will help you understand the difference.

First of all, it's important to note that Appcues never shows errors to your users. If we aren't sure how to place your Hotspot or Tooltip, we simply don't place it, and report back to you when it happens.

To understand what might be going wrong, let's first go over a little background on Hotspots and Tooltips. Hotspots and Tooltips, unlike Modals or Slideouts, are "anchored" to elements on your page. This makes them incredibly powerful in calling out specific pieces of your app. However, it can also mean that certain things can happen on your site that will make it so Appcues can't always place them. These include:

Could not find element

  • Your Hotspot or Tooltip is anchored to an in-app modal, dropdown menu, or some other element that the user might not always have open. This situation doesn't constitute an error, but simply the natural state where a user hasn't yet opened the element where the Hotspot or Tooltip is anchored. While we will still report this as "could not find element" you don't need to take any action in these cases. Your users will simply see the Hotspot or Tooltip when they eventually open the anchored element.
  • Your engineering team makes a change to the site that removes or renames an element you were targeting with a Hotspot or Tooltip. We would report this to you as "could not find element" and you'll need to reposition your Hotspot or Tooltip onto a new element to resolve the issue.

Found multiple elements

  • Your Hotspot or Tooltip is anchored to an element that isn't named specifically enough. We would report this to you as "found multiple elements" and you'll need to reposition your Hotspot or Tooltip onto a new element to resolve the issue.

If you have questions or if you're experiences issues that aren't addressed here, we're here to help at  support@appcues.com.

Still need help? Contact Us Contact Us