Pendo Adopt Support FAQs – Adopt Partners

Overview

This article is meant for Pendo Adopt Partners' support teams in their efforts for Level 1 Support of Pendo Adopt and technical users who would like to troubleshoot on their own.

This article contains answers to frequently asked questions for Pendo Adopt.

If after reviewing this article you still haven't resolved your customer's inquiry you may escalate to Pendo Support. Submit a ticket with your corresponding Partner Product denoted in the drop down list.

At the end of this article there are two sections dedicated to finding good selectors and important console commands that can further help troubleshoot in certain situations.

Why has my invitation expired?

Pendo Adopt invites have a time limit associated for security and invites will expire after 3 days. The Pendo Adopt Admin can re-invite the user by clicking on the paper airplane icon next to their name in team settings. Adopt Partner team members with Adopt Manager access in Pendo can change themselves to Pendo Adopt Admin in order to troubleshoot user settings if needed.

Note: If a user is already a member of an Adopt account, they will not receive another invitation via email. The new account will automatically appear in the Adopt UI.

How do I segment to new/first time users?

In the Segments article, there is a specific section for how to segment to first time users.

“Check Eligible Visitors” may return 0 results. As we’re expecting to capture completely new visitors, they will not have appeared yet.

Why am I returning 0 results in my segment?

Most metadata fields are text and are case sensitive when including them in segments. Check for misspellings or additional space characters included (copy pasting in a hurry you can sometimes capture a space character and it’s not visible). Always remember to check for eligible results before saving.

How do I get my walkthrough to transition?

Usually this is an overlooked error regarding button actions, so make sure the correct action is applied. Additionally, walk throughs can also transition when an element is clicked. In this case there will be no transition buttons but the "Advance on Element Click/Hover" should be toggled on in the Behavior tab of the step's container settings. Lastly, if your guide is meant to transition on an element, make sure the element exists or is the same for all users.

Why do badges appear over top of other things when I scroll and why do they move?

When a badge is using an absolute position such as “Top Left” or “Top Right,” it can appear over top of another web container (navigation headers, especially) when you scroll upward. This is due to the stacking order of the elements on the page. You can either adjust the Z-index or change the position to “Inline Left” or "Inline Right" (or a combination of both) to resolve this. The default Z-index for guides and badges is extremely high since these should always show on top of your app.

Click here to learn more about Z-index from w3schools.

The jumpiness of the badge you may perceive when scrolling is due to using an absolute position as well. "Inline" puts the badge inline with the code of the element rather than having to compute where the element is at the time when using an absolute position.

Why don't I see metrics for my guide?

Always check your segment and time frame. Often you were looking at a different time frame that did not include the dates your guide was live. Toggling to a time frame that contains your live guide usually resolves this issue.

If you previously saw metrics but no longer see them, make sure the guide is still published (someone could have changed the status to draft, or the guide may have an expiration date applied). If the guide is still published, the lack of new metrics could be due to a couple of things:

If the guide was contextual and delivered via a badge, a lack of new views might mean that the guide has served its purpose for the existing users and they no longer need to rely on it for help. As you add new users to the environment, you may see more new use of the guide.
If the guide is positioned to an element, make sure the element still exists. A drastic loss in views could mean the guide is broken and no longer activating because the element it was positioned to no longer exists.

Why do I get an error when I'm previewing my guide?

There are a few reasons for a preview error:

You must open the preview on the page the guide begins. The modal where you input your URL remembers the last URL that was input there, it does not automatically know on which page the guide is supposed to open.
The element your guide is positioned to may not be present on the page. Again, be sure to use the correct URL when opening the preview.
In situations involving multiple accounts, the guide may have been created in one account, but you're trying to preview it via another (typically common with apps using subdomains for development and testing). Using the pendo.getAccountID command in your console will allow you to see which Account corresponds to the URL you're supposed to be seeing the guide on. Compare that AccountID to what's been enabled in the Pendo Adopt settings where you manage accounts. (If an end-user, ask your Support team to help validate.)

Why do I get alerts when using the designer?

Alerts appear in the top right of the Action Bar when you're editing a guide.

Alert types:

Page Mismatch: The location of the step you’re on is not the page that is open in the designer.
Target Element Not Found: Usually in the case of a tooltip, the element that the guide is targeted to does not appear on the page.
Button on Step 1 has an invalid action: If you have a multi-step guide and use the “previous step” action in a step and then move that step to be the first step. Since you cannot go to a previous step, it is warning you.

Alerts are there to remind you that what you are seeing on the screen at the moment does not correspond with the settings of the guide. Navigating to the correct page will usually resolve the first two alert types.

Tip: If you're just editing text and content, there isn't a need to resolve the alert. You can open the designer on any page to make your edits and save, and the guide will still publish per the existing guide settings. Resolving alerts can be helpful to give you peace of mind when editing.

Why is my guide not displaying?

Guide display troubleshooting can be found here.

What browsers are supported?

Browser support can be found here.

Does Adopt for Partners support SAML?

No. Adopt users can only log in using their username and password.

Finding Good Selectors

More often than not, the “Suggested Match” should work for most scenarios of guide targeting on elements. In the event it does not, utilizing the “Choose Parent” or “Custom CSS” can help.

“Choose Parent” refers to the parent element of the suggested match, and its parent elements all the way up to the <body> tag. This is helpful for just broadening a target area.
“Custom CSS” means you can input CSS selectors, and using the Tagging Aid Chrome Extension can help you find something that works.

For more information regarding selectors, refer to these help articles:

Console Commands

Using console commands can help you diagnose issues and confirm you’re in the correct “place” when troubleshooting. All of these will be used when viewing URLs corresponding to your customer's application and not the URL corresponding to the Pendo Adopt UI (adopt.pendo.io or your custom domain name).

pendo.getAccountId() This command will display the accountID in which you're currently logged-in.
pendo.getVisitorId() This command will display the visitorID of the user. This is useful for creating guide testing segments when other identifying information is not available.

If nothing is returned when using these commands or you get an error, Pendo Adopt is not installed on the environment.

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