Troubleshoot: Classic In-App Designer

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Overview

If you see a "Loading Error" after entering a URL with Pendo installed from your web application into the in-app designer into the "URL" field and hitting the submission arrow, something didn’t work correctly.

"I don’t see my app"

Your app did not load at all, and the "Loading Error" displays

There are two main reason this could occur: 

1. It could be the result of X-Frame-Options. This is a setting - usually on your server - that tells browsers not to load your site inside of an iframe. Because our in-app tagging/guide experience is inside an iframe, your page comes up blank. In this case, we recommend using the Google Chrome browser, and installing the Ignore X-Frame-Headers extension.

2. This would occur if you are on Chrome 80 and the SameSite Cookies in your application are not set to None, as this new version of Chrome requires all SameSite cookies to be set to None, otherwise they are blocked by the browser. To check if this is the case: 

  • Check that your Chrome version is 80+ 
  • Open up the developer tools in the browser
  • Click on the console tab and check for warning messages that starts with, "A cookie associated with a cross-site resource at <yourdomain.com> was set without the `SameSite` attribute. It has been blocked...."

Screen_Shot_2020-03-20_at_5.41.54_PM.png

  • If you see that warning message and the domain in the message is your application domain then this is most likely the issue

This means that the SameSite cookies in your application are not set to None.  Therefore, when the Classic designer frames your application, Chrome blocks those cookies, which often will look like it is not allowing you to login to your application. The full solution to this issue is to have your development team fix those SameSite Cookies to correspond to Chrome's new requirements. However, there are two workaround for this issue: 

1. Use Firefox, but make sure it has the Ignore X-Frame-Headers extension, if that was previously necessary in Chrome. 

2. In Chrome, go to chrome://flags and disable the two flags as shown in the image below: 

Screen_Shot_2020-03-17_at_1.07.16_PM.png

 

"I see my app"

Your app did load, but the "Loading Error" still displays

This likely means the Pendo snippet is not installed or is installed incorrectly on the page. Consult your engineering team to confirm the code is available from all pages of your application. If you see guides appear on the left panel and then disappear on certain pages in your application, this is almost certainly the cause. Some Pendo customers prefer not to install Pendo on their login page, for example. This is fine, but you will not be able to tag features or create guides on these pages.

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