Debugging Your Installation

If you cannot view a flow live on your site or want to make sure you've installed Appcues correctly, a good way to start troubleshooting is by using our debugger "Flow Doctor." The debugger can help you verify the following:

  • If Appcues is installed on the page you're viewing
  • If Appcues is tracking page changes
  • If user properties are being correctly identified (and if so, what those properties are)
  • Errors that prevent a flow from loading
  • Finding the reasons a flow isn't displaying for the current user

To start debugging, right-click the Appcues Chrome Extension icon in Chrome and choose "Debug flows on this page..."

If you have the Chrome Extension Editor open, you can also access the debugger from the Help (?) menu.

Even if you don't have the Chrome Extension installed, you can also either add ?hey_appcues to the end of your URL or call Appcues.debug() in your browser's javascript console. Once you enable debug mode, it will stay on throughout your session until you close the panel. 

Last Tracked URL

As you navigate through your app, the debugger will watch for URL changes and show whether Appcues has checked each one. If the URL changes without Appcues being re-initialized, it will show the last URL that was checked. 

If you navigate throughout your app or refresh your page and a red X next to "Last Tracked URL" persists, Appcues is not tracking page changes. In this case you may have to call Appcues.start() . Select your platform type here to learn how you can install this call.

Tip: To debug your  Appcues.start() call for single page apps, publish something using "Just Me" targeting and see if the flow shows automatically. If you need to refresh the page in order for Appcues to appear, that indicates it's in the wrong place. 

User Identification

You can see if the user has been identified during the current visit and how many attributes were passed in that call. If they have been identified, clicking on "Details" will show all user properties that were sent at this time.

A red next to "User Identification" means that we cannot recognize a user on your page. If this is the case, you'll need to add either the Appcues.identify()Appcues.anonymous() or both calls to your installation. Learn more about the Appcues.identify() call here

If you have Appcues installed via Segment, you'll want to make sure Segment's  analytics.identify() call is being called on this page so Appcues can recognize your individual users. Learn more about Segment's identify call here.

Showing Flow & Content Omitted

If a flow is showing, then the Debugger will show you which one, and give you details about the name of the flow, the group and step.

You may see " Content Omitted" in the debugger as well. This section of the debugger can help to rule out issues with your flow. If you expect a flow to appear, but it does not appear in the Content Omitted group, see the Flow Diagnostics section below.

Flows that you qualify for on this page, but cannot display due to an element on the page not being found, for example, may be listed in this section. This would be an indication that either the flow is waiting for something to appear on the page (this could be normal), or that you should review the flow's attachment to the element, and check to see that it's valid.  Learn more about picking the right selector here

Flow Diagnostics

To see a list of all active flows for which the current user is eligible, along with those that are active but might not be displaying to the current user for some reason, click "View Flow Eligibility for User." Make sure you're logged into the right user first.

The Flow Diagnostics page shows you all flows for which the user is eligible (they should see the flow), along with all those for which they aren't eligible. If you click on a non-eligible flow, it will show you the reason the user did not qualify. For example, for the flow shown below, the user is not qualified to see the Test Modal because they've either seen it before, and they also do not currently match the audience targeting rules.

If you're still having issues debugging your installation, or you have feedback on the above tools,  email support and we can help track down the issue. 

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