Guides troubleshooting checklist

One or more guides or guide steps aren’t appearing

Basic configuration

Please confirm that each of the following is true:

• The guides haven’t been seen by ‌visitors.
• The visitor is included in the guide’s targeted segment.
• The guide isn’t being restricted by guide throttling.
• The page matches the Page location of the first (or only) step of the guide.
• The matched element is visible and the CSS selector is valid (if applicable).
• If using a programmatic activation, the proper method and parameters are used, like pendo.showGuideById(‘GUIDE_ID’).
• The guide is accurately targeted to the intended domain, public or staging.
• The domain (public or staging) you're expecting aligns with the status of the guide.
• The current date and time matches the schedule window of the guide (if applicable).
• The device settings under "Advanced" are accurately assigned.
• The correct guide transition type is selected.

Multi-step guide left early by a user is reset to step 1

For multi-step guides, if you close the browser window or tab, Pendo remembers the guide step you were on for up to 12 hours. When you reopen the same Page or Product Area, the guide resumes at the last step you viewed.

To retain progress, you must remain eligible for the guide segment, and no other guide activates within that 12-hour period. If you become ineligible, view another guide, or exceed the 12-hour limit, the guide resets to step 1.

Advanced troubleshooting items

The items below are intended for more technical users. Provide screen captures of the below console command results if you need to contact our support team.

• If your application has iframes, note that the URL for the frame(s) is likely different than the URL shown in the browser menu bar. Each of these underlying URLs will require an instance of the Pendo Snippet. Use pendo.getURL() to determine how Pendo reads the page URL.
• When opening the developer console, running pendo.guides has results ([ ] is considered "no results") and pendo.validateInstall()shows accurate metadata.

Pendo data is missing or incomplete

Basic configuration

Confirm each of the following are true:

• Verify date range and segment filters are displaying for the information you're expecting to see.
• The user, account, domain, and IP aren't currently excluded.
• The user, account, domain, and IP are currently included (if applicable).
• The top-of-hour processing time frame (30 minutes) has passed and expected data isn't showing.
• The API keys inside your install script are the same as the key listed in your subscription settings.

Pendo is causing issues for your product

If you determine Pendo is causing issues for your product, contact our support team.

Confirm each of the following are true:

• If applicable, comment out any recent changes for global CSS and confirm the issue is no longer present.
• Open the console in your web-browser and verify the command pendo.validateInstall() runs without error.
• Open the console in your web-browser and verify that the console contains no errors related to the Pendo agent.
• Change the suspected guide(s) to Staging or Disabled and confirm that the issue is no longer present.