Brief Overview

If WalkMe isn't showing up in your environment, work through the checklists below in order. Start with the editor checks, then move to extension and technical checks if the issue persists.

Editor Checks

Editor is open

Published WalkMe content won't appear in your environment while the editor is open.

1. Close the editor
2. Refresh your environment
3. Check if your WalkMe content appears

Menu settings

1. Confirm the snippet is enabled for that environment
   
2. Confirm content was added in the menu organizer
   
   
3. Confirm that content in the menu organizer is published to that environment — it should have a green icon
   
   

Customize menu settings

1. Check that a widget style is chosen and is not set to None
   
2. If None is selected, check whether a launcher opens the menu instead
3. Check that the WalkMe Menu isn't segmented from view — go to Customize → Customize Player → Settings → Display Conditions
4. If you're using a launcher instead of the widget, check the following:
   1. Confirm the launcher doesn't have segment tags applied that prevent it from appearing 
   2. Confirm the launcher doesn't have individual segmentation applied that prevents it from appearing
   3. Confirm the launcher can find its element on the page where WalkMe is reported to be down

Main screen checks

1. Switch the editor to the relevant environment
   
   
2. Confirm there is published content — indicated by a green icon
3. Check if any published content has segment tags applied applied
   • If yes, review the segmentation conditions and verify whether conditions are met in the relevant application
4. Go to Onboarding settings 

   

5. Confirm Display only Onboarding in menu is turned off

   

Extension Checks

This section only applies if WalkMe is deployed via the User Extension — not the snippet.

If the API call WalkMe_Extension returns false, the extension may be installed but disabled in the browser.

Chrome 

1. Open the Options menu in the top right corner of the browser
2. Hover over More Tools
3. Select Extensions and confirm the WalkMe extension is enabled

Technical Environment Checks

If WalkMe still isn't appearing after completing the checks above, use the browser console to dig deeper.

Checking if WalkMe is loading

1. Open the developer tools console
2. Type _walkmeInternals and press Enter:
   1. Undefined — WalkMe isn't loading. Check the DOM for the snippet or confirm the extension is installed and enabled
   2. Returns a value — WalkMe is loading. Continue to the next check

Checking the remove reason

If _walkmeInternals returns a value, check _walkmeInternals.removeWalkMeReason:

Storage Failed Loading — open a support ticket

User ID not found — the variable set for your Unique User ID isn't defined. WalkMe needs this to load. Check whether the UUID is available by pasting it in the console or running _walkMe.getEndUserGuid(). If it's defined, open a support ticket for further investigation.

Checking menu and environment

If _walkmeInternals returns but there's no remove reason, try opening the menu manually:
Run: WalkMePlayerAPI.toggleMenu()

• Menu opens — the issue is likely caused by segmentation or content not being available in the menu
• Returns "undefined" — open a support ticket

To confirm the correct environment is loading, run: _walkMe.getEnvId()

• 0 — WalkMe loaded production content
• 3 — WalkMe loaded test content
• Error — WalkMe didn't load

For help running API commands, refer to the How to Take Console Screenshots for Support article.

How to Take Console Screenshots for Support