This article is intended for Pendo Reseller Adopt Partners' support teams in their efforts for Level 1 Support of Pendo Reseller Adopt and technical users who would like to troubleshoot on their own.
This article contains answers to frequently asked questions for Pendo Reseller Adopt.
If, after reviewing this article, you still haven't resolved your customer's inquiry, you can escalate to Pendo Support. Submit a ticket with your corresponding Partner Product from the dropdown 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 certain situations.
Why has my invitation expired?
Pendo Reseller Adopt invites have a time limit associated for security. Invites expire after 72 hours (3 days). The Pendo Reseller Adopt Admin can re-invite the user by clicking "Invite User" and re-adding the details in User Settings. Reseller Adopt Partner team members with Adopt Manager access in Pendo Engage can change themselves to a Pendo Adopt Admin in order to troubleshoot user settings if needed.
Note: If a user is already a member of a Reseller Adopt account, they don't receive another email invitation. The new account automatically appears in the Reseller Adopt UI.
How do I segment to new or first-time users?
In the Segments article, there is a specific section for how to segment to first time users.
“Eligible Visitors” might return 0 (zero) results. As we’re expecting to capture completely new visitors, this means they might not have appeared yet.
Why am I returning 0 (zero) 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 can sometimes result in capturing a space character that's not visible.
Make sure to check the "Eligible Visitors" results which automatically populate before saving.
Once an Account ID is enabled/switched to an Adopt status in Pendo Engage by the Partner, metadata for all visitors that log into the Partners application will automatically be collected. If the Reseller Adopt end users have not logged in to the Partners application since enabling the Account ID, their visitor metadata will not be included.
How do I get my walkthrough to transition?
If your Guide isn't transitioning to the next step, ensure that the correct button action is applied. For information on button actions, see Guide Button Actions.
A guide can also transition when an element is selected. In this case, there are no transition buttons. Ensure that the "Advance on Element Click/Hover" is toggled on in the Behavior tab of the step's container settings. If you want your Guide to transition on an element, ensure that the element exists and is the same for all users.
Why do badges appear over the 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 the top of another web container (navigation headers, especially) when you scroll. 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 very high since these should always show on top of your app.
For more information, see the w3school CSS z-index Property article.
The Badge might appear to jump when you scroll 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?
Check your segment and time frame. Toggle to a time frame that includes the dates that your Guide was or is live.
If you previously saw metrics but no longer see them, check that the Guide is still published – someone might've changed the status to Draft, cleared the Guide data, or the Guide might have an expiration date applied.
If the Guide is published and there is still a lack of metrics, it could be because the Guide is contextual (targeting an element in the UI). If the Guide is associated with a particular element, ensure that the element still exists. A drastic loss in views might mean that the Guide is broken and is no longer activating because the element it was positioned to no longer exists.
If the Guide delivered through a Badge, a lack of new views might also indicate that the Guide has served its purpose for the existing users and they no longer need it for help. As you add new users to the environment, you might see more new use of the Guide.
Why do I get an error when I'm previewing my Guide?
There are a few possible reasons for a preview error. If you get a preview error:
- Check that you've opened the preview on the page that the Guide begins. The modal remembers the last URL that was input there and doesn't automatically know on which page the Guide is supposed to open.
- Check that the element your Guide is positioned is present on the page. Ensure that you're using the correct URL when opening the preview.
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In situations involving multiple Account, ensure that you preview the Guide in the correct Account. You might be previewing the guide in an Account that the Guide wasn't created in. This is common with apps using subdomains for development and testing. Using the
pendo.getAccountIDcommand in your console allows you to see which Account corresponds to the URL you're supposed to be seeing the Guide on. Compare that Account ID to what's been enabled in the Pendo Adopt Settings where you manage Accounts (Manage Organizations). If you're an end-user, ask your Support team to help you validate this.
Why do I get alerts when using the Guide designer?
Alerts appear in the top right of the Action Bar when you're editing a Guide. Alerts are there to remind you that what you're seeing on the screen doesn't correspond with the settings of the Guide.
Page Mismatch
This error indicates that the location of the step that you're in is not the page that is open in the Guide designer. Try clicking on "Navigate" to the navigate to the correct page of where the Guide should be located.
Target Element Not Found
Usually, this error appears when using a Tooltip, and indicates that the element that the Guide is targeted to doesn't appear on the page. Make sure the guide is anchored an element that exists and is not dynamic.
Button in Step 1 has an invalid action
This warning appears when you have a multi-step Guide and use the “previous step” action in your first step.
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 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 Reseller Adopt support SAML?
Yes, but only for partners using adopt.pendo.io to log in and not a custom host name (CNAME).
Finding Good Selectors
The Suggested Match should work for most scenarios of Guide targeting on elements. In the event it doesn't, use the Choose Parent or Custom CSS options instead.
Choose Parent
This option 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 broadening a target area.
Custom CSS
This option means you can input CSS selectors. The Tagging Aid Chrome Extension can help you find something that works.
For more information regarding selectors, refer to these help articles:
How do I use console commands with Reseller Adopt?
Using console commands can help you diagnose issues and confirm you’re in the correct place when troubleshooting. The following are used to view URLs corresponding to your customer's application and not the URL corresponding to the Reseller Adopt UI (adopt.pendo.io or your custom domain name).
pendo.getAccountId(): This command displays the Account ID in which you're currently logged-in.pendo.getVisitorId(): This command displays the Visitor ID of the user. This is useful for creating Guide testing segments when other identifying information isn't available.
If nothing is returned when using these commands or you get an error, Pendo Reseller Adopt is not installed on the environment.