Issue

The WalkMe widget is appearing intermittently or not appearing at all.

Solution

Work through the checks below to find the cause.

Editor is open

The widget and published content won't appear when the editor is open.

1. Close the editor
2. Restart your browser
3. Check if your published WalkMe content is now visible

Menu Organizer is empty

The widget won't appear if no content has been added to the Menu Organizer and published.

1. Open the Menu Organizer i
2. Add the items you want to appear in the menu
3. Select Publish

WalkMe Menu Organizer

Widget style is set to None

1. In the editor, select Customize
2. Go to the Widget tab and scroll right
3. If None is selected, choose a widget style

Widget is segmented 

If the widget is segmented to appear only for specific users or in certain scenarios, it won't show for users outside those conditions.

1. In the editor, open the Customize tab
2. Go to Customize Player and then the Settings tab
3. Review the Display Conditions and check if any rules are preventing the widget from appearing
4. Perform a blank publish to your desired environment to apply the changes

If the widget appears in one environment but not another, check the URL rules in the rule engine to make sure both URLs are covered.

Menu is set to display only onboarding tasks

If Display Only Onboarding in Menu is turned on but no onboarding tasks are published, the widget won't appear.

1. Open the editor settings
2. Select Onboarding settings
   
   
3. Turn off Display Only Onboarding in Menu if no onboarding tasks are published

Global CSS is hiding the widget

1. Open the editor settings
2. Select Edit Global CSS
3. Review for any custom CSS that could be hiding the widget

WalkMe isn't enabled on your site

1. Open Developer Tools — press F12 or right-click and select Inspect
2. Go to the Console tab
3. Type WalkMeAPI and press Enter

If no error or "undefined" message appears, WalkMe is enabled and callable on your site. If it returns an error, WalkMe isn't loading — continue checking the remaining items below.

Snippet isn't configured correctly

If WalkMe is deployed via the snippet, check the following:

1. Go to Publish → Snippet tab and confirm WalkMe is enabled
2. Confirm the production snippet is embedded in your production environment
3. Confirm the test snippet is embedded in your test environment

New URLs added to processes (extension only)

If WalkMe is deployed via an extension and new URLs have been added to your processes since the extension was set up, the extension may not cover those URLs. Reach out to your Customer Success Manager or WalkMe contact for help.

Content is segmented

If your content — rather than the widget itself — is segmented to appear only for specific users or scenarios, it won't show for users outside those conditions. Review and adjust the segmentation rules for the relevant content.

If none of the above steps resolve the issue, contact WalkMe Support.