Pendo agent debugger (beta)

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This article walks you through how to access and use the Pendo agent debugger to troubleshoot issues with your app, such as guide display issues or configuration errors.

Access the agent debugger

  1. Navigate to Settings > Subscription Settings.
  2. Open the Applications tab.
  3. Find and open the relevant app from your Applications list.
  4. In Agent Settings, select Debug in the Staging or Production environment.

    Access debugger.png
  5. In the Launch Pendo agent debugger window, enter the app URL where you want to open the debugger and select Launch debugger.

Alerts tab

The Alerts tab provides an overview of the health of your app. You can see if there are any errors or issues with guides or the installation of the app. Not all issues are actionable or you might decide not to take action on an issue.

  • Select View details to see more detailed information. This opens the relevant tab in the debugger related to the error or issue, such as Config, Events, Guides, or Resource Center.
  • Select Get help to view documentation relevant to the error or issue.

alerts tab.png

Config tab

Use the information provided in the Config tab to validate the setup and configuration of your app. It provides information about the Pendo agent configuration, such as subscription settings and current visitor information, useful for both guide troubleshooting and installation verification. The information helps you to validate that everything that you know you set up is as you expect it to be.

config tab.png

The Config tab shows the following information:

  • Environment. Ensure that your guide is set to the correct environment for your current testing: production or staging. If the guide is in production, it also shows up in staging environments.
    • Check that you have the right API key. The API Key is specific to your Pendo app. To check that you have the right one, go to Settings > Subscription Settings, open the Applications tab, and find the relevant application. This opens the App Details tab by default, where you can find your API Key.
    • If the API Key does match and you have a multi-app subscription, go to the Guides page in the left-side menu, and find your guide in the App column to see if it's registered under the app you just verified the API key for.
  • Visitor and Account Metadata. Check the visitor and account metadata that your application is passing into Pendo for the current visitor. Ensure that the metadata values fit within the segment applied to the guide you're testing. You can also use this to find your current Visitor ID and create a segment that applies to just your Visitor ID so you can test guides in production without anyone else seeing them.
  • Frames. Check the information about iframes your app is using. If you have multiple iFrames, you can select each one to view information about it.
  • Full configuration. Technical admins can view additional information to understand more about the settings set up in the app. For more information about the full configuration, see agent.pendo.io.
  • Advanced. This is for Pendo support to view and troubleshoot technical information. This provides the ability to reset built-in functions in the app.

Events tab

Use the Events tab to validate that Pendo is registering Track Events and clicks correctly in real-time. This also provides vital information when first installing Pendo. By default, the tab is empty.

events tab.png

Select Enable event logging to view events in real-time as you test your site. Expand each event to see information about the event, such as Visitor and Account IDs and the Page URL.

The Page URL is the normalized URL that Pendo recognizes from the Page you're on. If your guide is set to a specific Page, copy the URL in the debugger, go to Pages in Pendo, and select the Page your guide is set to.

There should be at least one rule for that Page. Select Test Rule to the right of each Page rule. In the Test URL, paste the URL from the debugger. If the URL doesn't match any of the Page rules, then the Page you're on with the debugger loaded doesn't fit the Page you have the guide set to.

For more information about URLs and Page tagging, see URLs for Page tagging.

Guides tab

Use the Guides tab to view information about guides in your app. It shows guides that your visitor ID is eligible to see.

guides tab.png

At the top of the tab is information about the last seen guide. You can search for a guide that you expect a visitor ID to see. If it isn’t included in the list, then this is an issue that needs to be solved.

The guides are divided into active guides and excluded guides:

  • Active Guides are all the guides available to the current visitor based on Page and segment. If the guide you're expecting to load is in this list, your current visitor fits the segment of the guide and the URL you're on matches the Page the guide is set to.
  • Excluded Guides are all the guides not eligible for the current visitor. A reason for this is displayed below each one in the list. Reasons could be that the current visitor doesn't fit in the segment, or the current URL doesn't match a step's set location for that particular guide.
Note: If your segment is set to Everyone and your Visitor ID is anonymous (in the format _PENDO_T_XXXX, where XXXX is a random string), ensure that your Pendo app settings have the Show Guides to Anonymous Visitors setting enabled. You can check this by going to app.pendo.io/admin, then opening the app from your Applications list.

If the guide is not in the Excluded Guides list and you're unsure why it isn't displaying, select the plus sign (+) next to the guide to see the guide details.

The guide details are followed by information associated with each step of the guide. Check the following in both the guide's details and step sections:

  • The Launched field set to Automatic and Has Been Seen is True. This means the guide won't display because automatic activation means you only see it once until it's dismissed. For more information about activation settings, see Guide Activation Options – Visual Design Studio.
  • The Launched field includes either Badge or Dom (target element activation) and the details under Element says not visible in red. This means that Pendo can't find the element that the guide is tagged to on the current page. If you see the element on the page, try retagging the element inside the Pendo designer or, if you're comfortable with CSS and HTML, you can find the element in the DOM and verify that it fits the CSS selector. You can also use the function pendo.Sizzle('CSSselector') in the console to find out whether the CSS selector fits any elements on the page. If it fits multiple, Pendo attaches the guide to the first element in the DOM.
  • The guide starts as expected but one of the steps doesn't appear. Restart the guide and advance until you reach the step that comes before the step that doesn't show up. Look at the guide details in the debugger, specifically the next step details, to see if the element or page settings match for the next guide step. These show in red if they don't match.
    • To check the element settings, see the details described above.
    • To check the page settings, see the troubleshooting tips for the Current URL info in the Agent tab of the debugger.

If the issues detailed above don't resolve your guide not displaying and your guide is set to automatic, it could be due to throttling and guide order.

Throttling

The Throttling section shows whether you have throttling set up, its settings, and your guide order. You can also see the throttling settings and guide order by navigating to Guides > Ordering.

If throttling is enabled and your guide is set to automatic activation, then the guide won't display until after that throttling time period is fulfilled.

If you don't see the guide at the top of the guide order list and it's set to automatic activation, then the guide won't display until the automatic guides above it in the order have been seen first. For more information, see Guide ordering and throttling.

Resource Center

Use the Resource Center tab to monitor and troubleshoot module activity, for example, guides not displaying in any of the modules.

resource_center.png

The first section is the Home View, which refers to the first screen of the Resource Center. Each of the other sections corresponds to a module inside your Resource Center.

To troubleshoot guide display issues in the Resource Center, first identify the Onboarding or Guide List module in the Resource Center tab of the debugger.

  • Verify whether the Has Content setting is set to No. This means that the module has no guides eligible for view. Check that the guide is listed under the Children header.
  • If the guide is in the list, and it says it's in the payload, check that the segment applied to the module applies to the visitor metadata in the Agent tab.
  • If the guide isn't in the list, go to your Resource Center in Pendo, and check that the guide is in that module, and that it's been pushed to the appropriate environment, either Staging or Production.

Further troubleshooting

If you need help with additional troubleshooting, you can contact technical support. For more information, see Get help with Pendo from Technical Support.

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