Troubleshooting the Web Widget (Classic) widget on your website

<p>If the Web Widget (Classic) no longer appears on your website, multiple causes can exist. Use this troubleshooting guide to isolate and fix the issue.</p><div><div><div class="note">
<span class="notetitle">Note:</span> This troubleshooting guide is for those experiencing widget issues on their own website. If your widget is missing from your help center, see <a href="https://support.zendesk.com/hc/en-us/articles/4408887001242-" target="_blank" rel="noopener noreferrer">Why isn't my Web Widget (Classic) appearing in the Help Center?</a>
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</script><div class="accordion"><h3 id="h_01KW2XNP9Q4AMMQ5CJGCQ3M1BW">Step 1: Verify if the widget operates</h3></div><div class="panel">
<p>To confirm if the widget appears:</p>
<ol>
<li data-list-item-id="e47b6e71ffc27f6230a1b6df1231ac2b3">Use a tool such as <a href="https://jsfiddle.net/" target="_blank" rel="noopener noreferrer">jsfiddle.net</a> to test the widget in isolation and narrow down the issue.</li>
<li data-list-item-id="e594f1c6ab57df04462c6c4d229a8e028">Copy your <a href="https://support.zendesk.com/hc/en-us/articles/4408881932698-Adding-the-Chat-widget-to-your-website" target="_blank" rel="noopener noreferrer">widget script</a> into the <strong>HTML</strong> box and click <strong>Run</strong>.</li>
<li data-list-item-id="eb0c9f715676a5e009429a0b517828675">Your widget pop-up appears in the bottom right-hand side.</li>
</ol>
<p>If you don't see your widget pop-up, the widget itself doesn't work or isn't configured. Follow steps 3 and 4.</p>
<p>If you see the widget, and confirm the widget itself works, interference or incorrect installation on your website probably causes the problem. Verify steps 2 and 6.</p>
<div><div class="note tip">
<span class="tiptitle">Tip:</span> Clear the <a href="https://support.zendesk.com/hc/en-us/articles/4408823836314-Options-to-clear-cache-and-cookies" target="_blank" rel="noopener noreferrer">cache and cookies</a> of your browser, and test in an incognito or private browsing window.</div></div>
</div><div class="accordion"><h3 id="h_01KW2XNP9Q7P2TJ7T07B0FQGDS">Step 2: Ensure that the widget is installed correctly</h3></div><div class="panel">
<p>Ensure that these common issues with the widget script don't affect you:</p>
<div><ul>
<li data-list-item-id="ebb63c992988c10ec737c184d61667e62">The widget script isn't on your website or was removed</li>
<li data-list-item-id="e81f5bc284e605763d6a39e76aaa24033">The wrong widget script appears on your website</li>
<li data-list-item-id="e6c3fbcf020ad0cc1b8f8784f01faf854">The correct widget script appears on your website, but not in your header or footer</li>
</ul></div>
<p>See <a href="https://support.zendesk.com/hc/en-us/articles/4408823293210-How-can-I-find-the-widget-code-on-my-website-" target="_blank" rel="noopener noreferrer">How can I find the widget code on my website?</a> to locate and verify that the code is on your website.</p>
<p>If the script isn't present or is incorrect, add it in the header or footer of your source code.</p>
<p>If your widget script is present and correct, ensure you added the script in the header or footer of your website. For more information on how and where the script requires installation, see <a href="https://support.zendesk.com/hc/en-us/articles/4408821673242-" target="_blank" rel="noopener noreferrer">Adding the Web Widget (Classic) to your website or Help Center</a>.</p>
</div><div class="accordion"><h3 id="h_01KW2XNP9Q1WR4ZNW27SAA9151">Step 3: Verify if you have agents online</h3></div><div class="panel">
<p>Verify that at least one agent is online and available to take chats. If you didn't set up a <a href="https://support.zendesk.com/hc/en-us/articles/4408838063258-Configuring-components-in-the-Web-Widget#topic_ldx_wlc_vfb" target="_blank" rel="noopener noreferrer">contact form</a> or an <a href="https://support.zendesk.com/hc/en-us/articles/4408825567002-Managing-Offline-Form-settings" target="_blank" rel="noopener noreferrer">offline form</a>, the widget doesn't show up when no agents are online. As a first step, verify these settings and check to see if any agents can receive chats.</p>
<p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408828519706-Configuring-your-chat-availability-settings" target="_blank" rel="noopener noreferrer">Configuring your chat availability settings</a>.</p>
</div><div class="accordion"><h3 id="h_01KW2XNP9QX6PWAYS7VEXG1J19">Step 4: Check your settings</h3></div><div class="panel">
<p>If you use the Web Widget (Classic), ensure that it appears in <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a> &gt; <strong>Channels</strong> &gt; <strong>Classic</strong> &gt; <strong>Web Widget</strong>.</p>
<p>If you don't see the widget, add the channel and install the <a href="https://support.zendesk.com/hc/en-us/articles/4408821673242-Adding-Web-Widget-Classic-to-your-website-or-help-center#:~:text=To%20add%20Web%20Widget%20(Classic,it%20is%20not%20already%20selected." target="_blank" rel="noopener noreferrer">related code</a> on your website.</p>
</div><div class="accordion"><h3 id="h_01KW2XNP9QCD4G0B2WZ7KNBFYZ">Step 5: Verify if people are blocked</h3></div><div class="panel">
<p>Check if the visitor who reported the issue isn't allowed in the Chat interface. Country or domain restrictions can also exist for your Chat instance.</p>
<p>If the IP address of the visitor is blocked, the live chat option is suppressed for the user and the widget doesn't appear on the page.</p>
<p>Check that the <strong>Require sign-in</strong> option isn't selected in your security settings. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408842656154-Restricting-Help-Center-access-to-signed-in-end-users" target="_blank" rel="noopener noreferrer">Restricting Help Center access to signed-in end-users</a>. The Web Widget (Classic) only displays the help center content that the user can see. When <strong>Require sign-in</strong> is selected, the Web Widget (Classic) might not load for non-authenticated users. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408821673242-Adding-the-Web-Widget-to-your-website-or-Help-Center#topic_kf2_xcj_vz" target="_blank" rel="noopener noreferrer">Adding the Web Widget to your website or Help Center</a>.</p>
</div><div class="accordion"><h3 id="h_01KW2XNP9QJZ2A2Z5JB6Y5QR98">Step 6: Check for interference and errors</h3></div><div class="panel">
<p>Open your browser console, which can differ depending on your preferred browser. There you can see logs of information such as network requests, CSS, and security errors. Verify if this error appears: <strong>ERR_INSECURE_RESPONSE</strong>.</p>
<p>If you see that error, you don't currently have an SSL setup. You can tell if you have SSL in place if <code>HTTPS</code> appears at the beginning of your URL. If you don't see <code>HTTPS</code>, you can use a <a href="https://support.zendesk.com/hc/en-us/articles/4408838571930#topic_pwv_ln2_v3" target="_blank" rel="noopener noreferrer">Zendesk Provisioned SSL</a>.</p>
<p>Configure your <a href="https://support.zendesk.com/hc/en-us/articles/4408842860186" target="_blank" rel="noopener noreferrer">firewall</a> to allow the web widget to appear.</p>
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<div class="note">
<span class="notetitle">Note:</span> The Web Widget (Classic) may be blocked if the Firefox setting <strong>Enhanced Tracking Protection</strong> is turned on. It needs to be turned off for the <strong>Web Widget</strong> to work.</div>
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<h2 id="h_01KXKMKXZCCCJSSPJYM3K6KSXD">Why isn't my Web Widget (Classic) appearing on my website? Why is the chat widget missing? How do I fix a hidden website chat popup? How do I troubleshoot the chat widget?</h2>
<p>Multiple causes can exist if the Web Widget (Classic) no longer displays on your website. You can isolate and fix the issue by verifying the script installation, checking assignee or agent availability, reviewing channel configurations, checking visitor IP blocks, and inspecting the browser console for network or security interference.</p>

<h2 id="h_01KXKMKXZC6FEQ0T30XH3124W1">Can I use a tool to test if the Web Widget (Classic) operates? How do I isolate widget issues? Can I test the chat widget code in isolation?</h2>
<p>Yes. You can test the widget in isolation to narrow down the problem. Follow these steps:</p>
<ol>
<li>Use a tool such as <strong>jsfiddle.net</strong>.</li>
<li>Copy your widget script into the HTML box and click <strong>Run</strong>.</li>
<li>Verify if your widget pop-up appears in the bottom right-hand side.</li>
</ol>
<p>If you see the widget, interference or incorrect installation on your website causes the problem. If you do not see the pop-up, the widget itself does not work or lacks proper configuration.</p>

<h2 id="h_01KXKMKXZCBNBTKH5RXH7RTC01">How do I ensure that the Web Widget (Classic) is installed correctly? Where do I place the widget script? What are common widget script installation issues?</h2>
<p>Ensure that common script issues do not affect you, such as a missing or removed script, an incorrect script, or placing the code outside the header or footer. Locate and verify the code on your website. If the script is missing or incorrect, add it in the header or footer of your source code.</p>

<h2 id="h_01KXKMKXZC7X1WRTD1GWC1B6R6">Does the Web Widget (Classic) disappear when no agents are online? Why does the chat widget hide when support teams are offline?</h2>
<p>Yes. If you do not set up a contact form or an offline form, the widget does not show up when no assignees or agents remain online. You must ensure that at least one team member remains online and available to receive chats to keep the live option visible.</p>

<h2 id="h_01KXKMKXZCAF71RPG142DS7D02">Where do I check Web Widget (Classic) settings in the system configuration? How do I add the widget channel in Admin Center?</h2>
<p>Ensure that the widget appears in <strong>Admin Center</strong> &gt; <strong>Channels</strong> &gt; <strong>Classic</strong> &gt; <strong>Web Widget</strong>. If you do not see the widget there, you must add the channel and install the related code on your website.</p>

<h2 id="h_01KXKMKXZC5RFGDJHPNZ35ZGFJ">Does restricting Help Center access to signed-in end users affect the widget? Why is the widget hidden for non-authenticated customers? What happens when "Require sign-in" is turned on?</h2>
<p>Yes. The Web Widget (Classic) only displays the Guide or knowledge base content that the requester or customer can see. When you select the <strong>Require sign-in</strong> option in your security settings, the Web Widget (Classic) might not load for non-authenticated visitors or users.</p>

<h2 id="h_01KXKMKXZCGRG0W77PBSNSXZSS">Why am I seeing the "ERR_INSECURE_RESPONSE" error in the console? Does the Web Widget (Classic) require SSL? How do I fix network security errors for the chat widget?</h2>
<p>The "ERR_INSECURE_RESPONSE" error indicates that you do not currently have an SSL setup. You have SSL in place if HTTPS appears at the beginning of your website URL. If you do not see HTTPS, you can use a Zendesk Provisioned SSL to fix the issue. You must also configure your firewall to allow the web widget to appear.</p>

<h2 id="h_01KXKMKXZCHF492C0KPYR7VV8X">Does the Firefox Enhanced Tracking Protection setting block the Web Widget (Classic)? Can browser privacy settings hide the chat widget?</h2>
<p>Yes. The Web Widget (Classic) may be blocked if the Firefox setting <strong>Enhanced Tracking Protection</strong> is turned on. Requesters or visitors need to turn this setting off for the Web Widget to work properly.</p>

<h2 id="h_01KXKMKXZCV0T3EH28BDTNV16W">What is a pro tip for troubleshooting widget display issues? Should I clear my browser cache to test the chat widget?</h2>
<p>Clear the cache and cookies of your browser, and test the website in an incognito or private browsing window to rule out local browser state issues.</p>

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