Troubleshooting the Web Widget (Classic) widget on your website

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.
Note: This troubleshooting guide is for those experiencing widget issues on their own website. If your widget is missing from your help center, see Why isn't my Web Widget (Classic) appearing in the Help Center?


Expand all tabs



document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
Step 1: Verify if the widget operates
To confirm if the widget appears:

Use a tool such as jsfiddle.net to test the widget in isolation and narrow down the issue.
Copy your widget script into the HTML box and click Run.
Your widget pop-up appears in the bottom right-hand side.

If you don't see your widget pop-up, the widget itself doesn't work or isn't configured. Follow steps 3 and 4.
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.

Tip: Clear the cache and cookies of your browser, and test in an incognito or private browsing window.
Step 2: Ensure that the widget is installed correctly
Ensure that these common issues with the widget script don't affect you:

The widget script isn't on your website or was removed
The wrong widget script appears on your website
The correct widget script appears on your website, but not in your header or footer

See How can I find the widget code on my website? to locate and verify that the code is on your website.
If the script isn't present or is incorrect, add it in the header or footer of your source code.
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 Adding the Web Widget (Classic) to your website or Help Center.
Step 3: Verify if you have agents online
Verify that at least one agent is online and available to take chats. If you didn't set up a contact form or an offline form, 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.
For more information, see Setting your chat availability.
Step 4: Check your settings
If you use the Web Widget (Classic), ensure that it appears in Admin Center > Channels > Classic > Web Widget.
If you don't see the widget, add the channel and install the related code on your website.
Step 5: Verify if people are blocked
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.
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.
Check that the Require sign-in option isn't selected in your security settings. For more information, see Restricting Help Center access to signed-in end-users. The Web Widget (Classic) only displays the help center content that the user can see. When Require sign-in is selected, the Web Widget (Classic) might not load for non-authenticated users. For more information, see Adding the Web Widget to your website or Help Center.
Step 6: Check for interference and errors
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: ERR_INSECURE_RESPONSE.
If you see that error, you don't currently have an SSL setup. You can tell if you have SSL in place if HTTPS appears at the beginning of your URL. If you don't see HTTPS, you can use a Zendesk Provisioned SSL.
Configure your firewall to allow the web widget to appear.

Note: The Web Widget (Classic) may be blocked if the Firefox setting Enhanced Tracking Protection is turned on. It needs to be turned off for the Web Widget to work.
