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Unable to show web widget in website

  • December 19, 2021
  • 3 replies
  • 0 views

Hi all,

I've pasted the following code snippet into the header at my site at https://mktuat.magnum4d.my/

 
  <script id="ze-snippet" async src="https://static.zdassets.com/ekr/snippet.js?key=2b53876c-3831-464c-85c6-d6e49adeb98e"></script>
   

However, the widget does not appear. What could be wrong?

Thank you.

3 replies

CJ99
  • December 20, 2021

Hi Eddy, 
There's a few things you can do to test why you don't see it, that might help narrow down why this isn't showing up.

First, I tried throwing your snippet in the HTML section on codepen.io. This is a site that lets you test and render site code. Even though the script itself is a JS script, the code *calling* the script, is HTML, so you want it in the HTML section. 
This popped up the widget, and it looks normal/functioning, with your colors and hours, etc.  Great! The issue is not with your account. It's also not how your widget is configured, probably. It's still possible you could have a misconfigured setting blocking it from running *only* on your site, but unlikely. (I'll circle back to this as a final thing to check). 

Next, I would try moving the script from the head section of page, to the body. The script may firing too soon, and that could be causing it not to display. This is probably the number one cause I've seen for JS scripts not firing. 

If you move it to the body and it *still* isn't showing up, I'd then go and check all my settings. I accidentally set up a chat rule backwards once, and it resulted in blocked chat from displaying on our site, for example. It was very difficult to figure out what was going on, there's no errors thrown that make it terribly easy to tell why it's happening. If you have chat rules set up around IPs or domains, I would definitely give those a check next at this stage. 


Jeff46
  • December 22, 2021

Hi Eddy,

I visited your site and can see the widget now. I'd assume that you were able to get this sorted but let us know if you still need help.


  • Author
  • December 22, 2021

Hi everyone, we've been able to troubleshoot and identify a function which is in conflict with the Zendesk widget script.

Thank you for helping to take a look! Much appreciated!