In this article, we’ll cover some quick actions that you can take to identify some common issues and causes to troubleshoot your Banner.

1. Is Appcues installed where the Banner should show?

The first thing to check when troubleshooting the Banner, is to verify if Appcues is installed properly on pages where you expect the Banner to show up. To do this, open the Appcues debugger (if you don't know how to do this, please check this guide!) and ensure that all rows have a green checkmark like in the screenshot below.

If you see any red errors persisting on any or multiple lines, you're running into an installation issue that needs to be fixed.

2. Is the user eligible?

Make sure your user meets the Banner targeting rules. Check the segment used (if using) and verify that the conditions match the user. For instance, your Banner is targeting users with a Role = Tester. 

Navigate to the Users page and search for your user. If you want to learn more about how you can find users, check out our documentation: Finding a User.

If you compare what value your user has for Role, you can see if there's a mismatch or an issue with capitalization. In this case, the user would not see the Banner because the value is tester (no capitalization). Values entered are case-sensitive.

4. Did the user dismiss the Banner?

If your Banner is dismissible and a user dismisses it, the Banner won't appear once again. You can confirm if that is the case by exporting your Banner's CSV and seeing if your user triggered the event appcues:v2:experience_dismissed.

5. Are your user properties still being correctly sent to Appcues?

If you are targeting your customers based on a property that is no longer being sent or being sent incorrectly, we won't be able to successfully target the Banner. One way you can check this is by visiting your Properties page and checking for the property as well as the last time we received it:

6. Is page targeting correct?

Enter the URL you're expecting to see the Banner in the Test Page Targeting tool, on your Banner's settings page.

It will tell you whether or not it matches the page and domain conditions you set above.

7. Other common issues

Regex evaluation

If using a regex pattern, make sure the operator selected is 'matches regex' and verify that the pattern is valid with a Regex tester.

Using multiple conditions

If using multiple conditions, verify that they're not mutually exclusive or conflicting with each other. For example, if I wanted to show my Banner on different pages that contain 'account', 'dashboard', and 'payments', the settings below wouldn't work because all the conditions would need to match at once. This would only show on a URL that looks like this: https://myappcues.com/account/dashboard/payments

In order to show the Banner on different pages containing those words, using the condition Any (OR) is the right way to go! This would show on different URLs, such as:

https://myappcues.com/account/

https://myappcues.com/dashboard/

Content Security Policies

Some software products use a content security policy that automatically blocks resources that are not explicitly allowed. Such security policies may cause Appcues' editor or SDK to fail to load properly. You can confirm if that is the case if you open your browser's console and check for errors. To open your console, right-click anywhere on the page and select inspect. Then, make sure you're on the console tab and check if any errors mention a Content Security Policy related to Appcues. Read our article to learn how to adjust these policies on your end.

Still stuck?

Reach out to our support team for assistance.