Editor Access Issues

Issue

I am trying to launch the WalkMe Editor, but I am experiencing some problems.

What can I check on my end before reaching out to WalkMe Support?

Solution

Identify your symptom below and follow the steps for possible solutions.

Editor is blank when launching 

Possible solutions:

1. Check with your IT team and verify that all the domains listed under “WalkMe Editor Software and WalkMe Insights Web Portal” have been allowlisted at the network and proxy levels: Access Requirements for WalkMe
   • Note: This is applicable only if your company uses a proxy to authenticate network requests - check with your IT team if you're unsure
2. If your IT team validates the WalkMe domains have been allowlisted, try to uninstall and reinstall the editor: Download WalkMe Editor 
3. Restart your computer and try to launch the editor again

Editor loads, but an issue occurs on the login page

Possible solutions:

1. Confirm your computer's default browser is the same as the browser selected in the User Preferences tab in the editor System Settings
2. Your company's IT help desk should be able to assist with resetting your computer's default browser if needed

After clicking Log In, a white screen appears and the page continuously loads

Possible solution:

1. Make sure your computer clock is set to your current timezone - it needs to be accurate to the minute

I am able to sign in, but a blank white page loads and the editor does not launch

Possible solution: 

1. Refresh the page or copy the URL and enter it in a new browser/tab/incognito window

Editor is open but not connecting to the page

Possible solutions: 

1. Editor checks:
   • Check if your user preferences are set to the same browser
   • Check whether you're in published or build mode (upper left-hand corner of the editor) - you will need to be in build mode
     
2. Extension checks
   • Check if you have the editor extension installed
   • Check if your IT allowed download of the editor extension
3. Browser checks
   • Check if the 3rd party cookies are allowed in your browser
   • Make sure your browser settings aren't blocking connection
   • Check if you're using a supported browser version
4. Things to check with your IT:
   • Verify with your IT team that all the domains listed under “WalkMe Editor Software and WalkMe Insights Web Portal” have been allowlisted at the network and proxy levels
   • Make sure with your site's developers that WalkMe's domains are added to the relevant CSP directive
5. If nothing else worked
   • Clear cache
   • Reinstall editor
   • Refresh editor

I have Citrix installed and cannot log in to the editor

Possible solution: 

1. If you have both Citrix and Chrome browser installed, check if Citrix is being set as the default in the Windows Settings for the protocol HTTPS
2. If it is, try changing the default app from Citrix to Chrome