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Troubleshooting
Can’t find an answer? Reach out to support@inkeep.com.
If you’re having trouble loading the Inkeep UI components, try checking the below.
Check if the widget is loaded in a Shadow DOM
Inkeep components are loaded into a “Shadow” DOM. This is done so that they don’t affect your pages styles or vice versa. Use your browser’s developer tools to check if there’s an HTML element with an ID that contains inkeep-shadow
. If you don’t see an element that matches that description, that means there is an issue instantiating the component. This is typically due to an issue with loading the JavaScript.
If you’re using the uikit-js
package, there are two scripts
that need to be loaded:
- The component library:
<script id="inkeep-script" type="module" src="https://unpkg.com/@inkeep/uikit-js@<someversion>/dist/embed.js"></script>
- A script that includes
Inkeep.embed({...})
to instantiate the UI components.
Inspect your DOM to see if both of these scripts were successfully loaded. Sometimes, the issue is that script #2 loads before script #1. To prevent this, you can add an id to script #1 and use the “load” event to execute script #2.
inkeepScript.addEventListener("load", function () {
// embed logic
});
Check if there are invalid custom CSS stylesheets
The UI components are designed to not display until custom stylesheets have been fetched. If you specify a stylesheetUrls
property in the widget configurations but the provided path is invalid, this can cause the widget to not render. Please ensure that the URL is an absolute URL (like for a CDN); or, if using a relative URL, that that relative file is indeed bundled and published publicly. This typically requires putting the CSS file in a public
or static
folder, depending on the framework.
Check that the widgets are not hidden by other components on the page
If you see the inkeep-shadow
element, the issue might be that the Search Bar or Chat Button components are not being properly displayed in your page. Find all the elements with id inkeep-widget-root
and inspect whether they are being rendered off the page or hidden by other elements.
By default, UI components use same-domain cookies in the browser to keep track of what “mode” a user last had open so that they are taken to that same mode when they next open the Inkeep Modal.
To disable this “remember” behavior, you can set baseSettings.optOutFunctionalCookies
= true
or use the forceInitialDefaultView
prop in modalSettings
which will open the modal in the defaultView
regardless of which view was last opened.
New users will see the default search or chat experience based on your component type or if you customize modalSettings.defaultView
.
The Inkeep UI components and related scripts are loaded asynchronously so they don’t affect page performance.