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App doesn't appear on page

Unless we are talking to a Wix user, we can assume that issues with the App not loading on the page fall into one of these categories:

  • Script isn't correctly installed on page
  • Another script on the page is causing the POWr JS to crash
  • Browser issue

The best way to troubleshoot this is to check on the following things first:

1. Is the powr.js script installed?

To check this, open your browser's Developer Tools and search for powr.js. If no results are found, the user most likely hasn't installed the script correctly. 

For Shopify users, send the user to the Shopify App Store and ask them to click "Get" to install the script on their site.

For regular HTML users, make sure they are copy/pasting the entire POWr code block rather than just the HTML Div.

2. Any Javascript issues on the site?

Open your browser's Developer Tools and navigate to the Console tab. Check if you see any JS errors. Not every error causes POWr to crash. A couple of errors we regularly see that do cause the POWr App to not load on the page:

  • CORS errors: We make sure to provide the powr script as //www.powr.io/powr.js so that the browser knows to load the script as http if the user's site is http and as https if the user's site is https. However, we still sometimes see issues where POWr is being loaded as https even though a user's site is http and vice-versa. In that case, advise the user to remove the http(s) part from their script.
  • Mailchimp popup forms: They have been known to break website builders for many years now. Unclear why Mailchimp hasn't updated this yet. If you see any errors in the Console mentioning a Mailchimp signup code, advise the user to remove the Mailchimp script from their website's head and place it within the content area for just the pages where they are using the Mailchimp form. This way, it should not interfere with the POWr script. If they are using the Mailchimp and POWr Apps on the same page, tell user to move the POWr App to a different page.

If you see a different error that seems to be causing the POWr script to not execute, assign the ticket to ENGINEERING.

3. Does the user have custom JavaScript in their App?

We let users add any JS code in the Design > Advanced > Custom JS box. Sometimes, users play around with it and it causes the App itself to break. Usually, you would also not be able to access the Editor for that broken App, but depending on what the user did, it might only break on their website.

If the issue isn't one of the above, try if you can recreate the error in any of the standard browsers (Chrome, Firefox, Safari, IE).

  • If you can recreate the issue, send the ticket to ENGINEERING.
  • If everything is fine on your end, send the basic troubleshooting steps (clear cache, enable cookies, restart browser disable browser extensions) and request more information from the user.