Installation Troubleshooting

When building Userpilot content on your web app and publishing it, the content might not trigger live. This could be happening due to Userpilot not being set up on your web app correctly. 

Here are a few tips and tricks to debug the issues you might face while using Userpilot and discover the reason behind them.  

To confirm that Userpilot is successfully installed, there are two three you need to verify:

  1. The script is installed
  2. The users are identified
  3. The reload method is installed

Troubleshooting steps

The first indicator that confirms if Userpilot is successfully installed is the Status that appears in the Installation page. If you see receiving 0 domains or if you click on "View" and the domain is not returning any data then Userpilot is not installed, in this case check step 1 and 2 below.

This is an example of how the status would look like if it's installed.

Step 1: Confirm the script is installed

1) Navigate to your web application

2) Right-click on the Userpilot Chrome Extension icon that appears in your chrome browser

3) Click on 'Check Userpilot'

If the script is included then a banner will display the message "Userpilot is successfully installed on (your web app)".

However, if the script is not installed on your web app, then you will see the message "We couldn't detect Userpilot on  (your web app)". In that case, you can check with your dev team to include the installation script, this needs to be done before moving to step 2.

Step 2: Confirm the users are identified

In order for Userpilot content to trigger for your users, each user must have a unique user ID that is passed from your database to Userpilot. This user ID is passed through the identify method userpilot.identify()

To confirm if the identify method is installed:

1) Navigate to your web application and login, then right-click anywhere on the page

2) Select Inspect

3) Select the 'Console' tab

4) Type in "userpilotSettings.userid" and hit enter. 

If a user ID returns, this means that Userpilot is indeed set up correctly on your web app and you're good to go!

If the user ID returns 'Undefined', this means that user IDs are not being passed to Userpilot. If you get this message, we recommend you check this with your dev team and refer them to the identify method.

Step 3: Checking the Reload Method 

The main usage of userpilot.reload function is to refresh the current Userpilot content and display new content based on the current URL of the page. 

If the Reload Method is not installed within your code, this can cause Userpilot content to not trigger after page changes, and therefore your flows or other content may not continue or show.  To confirm if the Reload method is being called on your web app:

1) Navigate to your web application and login

2) Select Inspect

3) Select the 'Console' tab

4) Type in "userpilot.debug();" and hit enter

5) Navigate to a different page and you should see a message "Calling reload on {url}" as shown below

Kindly note that the URL within the reload method must match the URL of the page you're currently on. 

If you have any questions or concerns please reach out to

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