Issue

A ShoutOut isn't playing on the page where it's expected to appear.

Solution

Several factors can prevent a ShoutOut from appearing. Work through the checks below to find the cause.

Frequency

Check whether the Auto Play frequency is set to Once or Once a day. If you've already encountered the ShoutOut during testing, try a different browser or clear your cache and cookies to see it again.

Auto-Play: Getting Started Guide

Cancel Auto Play

Check whether any Cancel Auto Play once the user clicks options are turned on. If one is, the ShoutOut stops playing once that button is clicked. Clear your cache and cookies to see it again.

Segmentation

Check whether segmentation has been applied to the ShoutOut. If the applied segment tags aren't true when the ShoutOut should play, it won't appear.

1. Check if any segment tags are applied to the ShoutOut
2. Confirm the applied tags evaluate as true on the page where the ShoutOut should appear

Segmentation

Environment

Check the following:

• Is the correct snippet environment implemented on the page where the ShoutOut should appear?
• Is the ShoutOut published to the correct environment?
• Is other WalkMe content loading on the page?

WalkMe Widget Not Appearing

SPA configuration

If your site behaves like a single-page application (SPA) — meaning pages don't refresh when navigating — your editor account needs to be configured to handle SPA transitions.

Reach out to your Customer Success Manager or WalkMe Support if you think this applies to your site.

Auto Play rules

Auto Play rules are checked on page load by default. Check the following:

• Are the Auto Play rules based on events that happen after page load?
• If there are multiple rules, are they grouped correctly and using the right operators (and/or)?

Rule Engine

ShoutOut still not appearing?

The ShoutOut may not be playing because the element it's connected to isn't present on screen at page load. Try the following workaround:

1. Create a Smart Walk-Thru with a URL-based Auto Play rule
2. Add a Wait for step to look for the on-screen element
3. Add an Action step to open the ShoutOut