Support Center

I can’t play my guide

Last Updated: Apr 18, 2017 12:19PM WEST
If you are having any problem in playing a guide there are some tips that can easily help you: 



Guide Settings


Set the guide as Published

When you create a guide you can publish it or set it as draft. If you set your guide as a draft, it will not appear to your users on their guides' list and now you can look for what was wrong and fix it. 

1 - Login into your widget and go to the Guides tool. Select the edit icon of the guide that you can't play.


2 - Click the settings icon 



3 - Click the PUBLISHED draft icon to make the guide visible for your users. 



Read here our Desk.com article regarding “How to create your first guide”. 


 

Guide Hidden

Helppier allows you to hide your guides so that they will not appear to your users on the guides' list. 

1 -
Login into your widget and go to the Guides tool. Select the edit icon of the guide that you can't play.


2 - Click the settings icon. 

 

3 - Click the page settings icon.



4 - Three options will be available. Check if the guide is hidden for your users. 
 
 
 
 

Verify Guide Start Page

 
Are you playing the guide on the right page? If you made visible a guide on a certain page but the guide starts on another one, you need to redirect users to start from a specific page. Using the Fail Behaviours options on Guide Settings, you can set the start page to jump to in order to run the guide. (preferred way)

 

Consider either changing the visibility of the guide on the Guide’s List to the pages where the element in the first step belongs. This means that the guide will only be displayed to your user if he is on the specified page. You can define a different webpage to display your guide in the page settings menu, as displayed above. Read here our Desk.com article regarding Visibility.

 

Verify if the element in the first step exists in all pages and for all users

 
Check if the element in the first step exist in all pages. If not, you have two options, using Helppier Fail Behaviours. Read here our Desk.com article regarding fail behaviours.
 
- Create another guide to send users to the page where the first guide starts
- Redirect the user to a start page.

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