Experience visibility issues can occur during testing, preview, or even after a experience goes live on Audience. Below, we explain two common scenarios where experiences may not display as expected and the necessary steps to address these issues.
Common Reasons for Experience Visibility Issues
1. Overlay Box Not Appearing During Desktop Preview or Test Launch
If the overlay box does not appear during your desktop preview or test launch, consider the following:
Experience Start Time: The overlay box may not display its main content if the experience's scheduled start time is in the future. Users attempting to access the experience before the set start time will be prompted to return later.
Age Gate Requirements: If your experience includes an age gate, users will need to input their date of birth to access the experience once it goes live. Overlay boxes will NOT be shown until a valid birthday is entered.
2. Experience Disappears After Going Live
If a experience disappears from your site after transitioning from pre-launch to live, the issue may stem from a missing end date/time configuration:
End Date/Time: Experiences need both start and end times for proper visibility. During the setup process, ensure you specify an end date/time along with the start date/time. Without this configuration, the experience may not display correctly when its status changes to "live."
We recommend that you test your experience thoroughly before launch to identify and resolve any potential problems.
Troubleshooting Steps
Follow these steps if your experience is not displaying:
Check Experience Schedule: Verify the start and end times are accurate and within the intended range.
Review Special Requirements: Ensure all conditions, such as age gates, are met correctly during your tests.
Reconfigure Settings: If errors are found, adjust the necessary fields in the experience setup and re-test.