Issue

A resource isn't loading as expected.

Solution

For a resource to work, its URL must load and display correctly when opened in a new tab. If it doesn't open correctly in a new tab, it won't work as a resource.

Resource loads in a new tab but not in a lightbox

This is most likely caused by the website's X-Frame-Options setting, which prevents the site from loading inside an iFrame — which is what a lightbox uses. This setting can only be changed by the site administrator.

Common examples of sites that block iFrame loading include Dropbox links, Zendesk articles, some PDFs, and videos. Most sites include an X-Frame-Options header by default.

If the resource is a file type like a PDF or MP4 and can't load in a lightbox, contact WalkMe Support. The team can upload the file to WalkMe's servers and provide a link that renders correctly in a lightbox. Note that this can't be done for standard web pages.

For more information about X-Frame-Options, refer to the MDN documentation.

For Google Docs or Google Drive files, refer to the Resources article.

Resources

Server error appears when opening a resource in a lightbox

Check whether the resource URL contains a % character. When hosted file names contain spaces, %20 fills in the space in the URL. For example:

https://example.com/Videos/Job%20Change%20Comp%20and%20Position.MP4

When this URL is pasted into a resource and loaded in an iFrame, the % character gets re-encoded to %25, turning %20 into %2520:

https://example.com/Videos/Job%2520Change%2520Comp%2520and%2520Position.MP4

This causes the server error. To fix it, remove the %20 from the URL and replace it with actual spaces:

https://example.com/Videos/Job Change Comp and Position.MP4

The iFrame will automatically inject the %20 encoding, making it a valid URL and resolving the error.