If your content isn't rendering properly within your application, please follow the steps below to help isolate and identify any potential underlying problems. If you need further assistance, please contact us.

Is your Content Published?

You may have used the Chrome Extension to embed content or installed content manually, but it's worth checking you have made your content available to be viewed.

Make sure the 'Published' button in the upper right hand corner looks like the below (it should not be green):


Double-check that your content has been properly installed

Domain Whitelisting

Double-check that you have whitelisted all domains where your Candu content is embedded. Whitelisting ensures that your Candu content will only show up on pages where you've confirmed it is okay. To whitelist your page, go to Settings in the left-hand menu and add your URLs.

You can check if this is the issue by opening up your console:

If you have not whitelisted the website properly, you will see CORS errors if you open the console .

Make sure the content you're working on is the same as the content that is embedded in your application. If you've used any form of script installation to install Candu, you can go to your page, right click and select "Inspect" and then search for the content slug. To find the content slug in Candu, open the content and go to the Settings tab at the top.


Chrome Extension Permissions

Check that your Chrome Extension is set for all Sites. To do this, right click on your Chrome Extension icon and select "This can read and change Site Data" and be sure the "On All Sites" has been selected.


Check that your Segments are set up correctly

If you or one of your users isn’t seeing the correct Candu content, the first thing to check is Segment membership. You can do this in a few different places.

  • First, go to Segments and find the user ID you wish to view. You can use the Keyboard Shortcut Ctrl + F to search the list of all users with that ID or Email.

  • If the user is in the correct Segment, you can click that Segment and go to the Users tab at the top of the page to see when they last accessed the content.

  • If the user falls into multiple Segments and isn’t seeing the proper content, go to the content page and ensure the Segments are listed in the right order. The hierarchy goes from left to right at the top of the screen.

  • Finally, on the Content page, check to make sure that the content is published. If the Segment tab has a grey dot next to it, it means the content hasn’t been published yet, and your users won’t be able to see it. In this case, click the “Published” button in the upper right corner and select any unpublished user segments.


Open the content in an incognito window

Incognito, or private, mode does not store any of your browsing history, so it's a good first test of any potential caching issues. If the issue does not persist in the incognito window, it's likely a local/ caching issue.

To open an incognito window, go to File or Menu (depending on your browser), and select "New Incognito Window" or "New Private Window." With most browsers, you can also open an incognito window by pressing Cmd-Shift-N.


Clear your Cache

If the issue was resolved by opening Candu in an incognito window, the fix may be as simple as clearing your cache. If not, continue to the next step.


Disable add-ons and extensions

Sometimes extensions and add-ons (including security programs) can interact with content on the page in unexpected ways and cause errors in Candu content.

Below are browser-specific instructions for disabling extensions:

Google Chrome:

  1. Click the More icon (the three vertical dots in the upper right next to Extensions).

  2. Select More tools and click Extensions.

  3. Deselect the Enabled checkbox.

Firefox:

  1. Click the Menu icon.

  2. Select Add-ons.

  3. Select the Extensions or Appearance panel.

  4. Click Disable on each add-on.

  5. Click Restart now.

Internet Explorer:

  1. Click the Tools icon.

  2. Select Manage add-ons.

  3. Under Show, select All add-ons.

  4. Select an add-on.

  5. Click Disable and then Close.

Safari:

  1. Click the Safari menu and select Preferences.

  2. Click Extensions.

  3. Select an extension and deselect the Enable checkbox.


Make sure everything is up-to-date

Go to whatismybrowser.com to make sure you are using the latest browser version. If you are using an older version of the browser, it is possible that certain features are not supported. We recommend updating to the latest version of the browser.

We also regularly update and improve the Candu SDK. If you're using an older version of the SDK, it's possible we've already implemented a fix for the issue. Contact us to check if you are using the latest version of the Candu SDK.


Test with another browser

Testing with another browser helps us understand if the issue you're having is browser-specific. If the content renders correctly in a different browser, please let us know so that we can fix the browser-specific issue.


Try using a personal computer

This may seem unorthodox, but try accessing your Candu page from a personal computer. Sometimes security measures such as antivirus, anti-malware, or firewall programs incorrectly flag Candu and cause errors.

Testing on a personal computer helps us to check if this type of interaction is happening.


Temporarily disable anti-virus software programs

If you can, please try disabling any antivirus software you have installed on your computer. Candu will be compatible with most anti-virus programs, but antivirus software can interfere with your ability to load Candu content.


Change your wifi network or test off of your VPN if possible

Try connecting to a different Wi-Fi network with a personal hotspot or disconnecting from your corporate VPN (if possible).

Some VPNs and Wi-Fi networks restrict access to certain URLs, which can cause errors. If a different network resolves the issue, we recommend contacting the IT department to see if they can whitelist Candu.


Check the console

If none of the above steps resolve your problem, please open the page where Candu is installed and send us a screenshot of the console errors you're encountering (if any). To do this, right-click on the page and select Inspect from the dropdown menu. Then, when the window pops up, select the "Console" tab.

open up the developer console to see if there are any error messages appearing

ℹ️ If none of the above steps resolve your issue, please contact us at [email protected] and our support team will assist you within 24 hours.

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