Publishing: Troubleshooting and FAQ

Below is a list of questions customers have asked when publishing Experiences, along with the answers on how to solve them.  Any further assistance with publishing, we are here to help.

Q: Experience doesn’t fit on my webpage, blank spaces appear above and below the experience.

Q: Experience displayed on my website is very small.

A: This is happening because the container the Experience is being published too is not the right size. When publishing Creator Studio Experiences, the size of the container is defined by "padding-bottom" parameter which is expressed as a percentage (%). If the percentage is calculated incorrectly the Experience will display incorrectly.

To help resolve the issue, we recommend using our DIV Generator tool.  Here you can input the Experience height and width for each of the breakpoints, and the tool then will generate the container code for you automatically. That container code then can just be pasted in your CMS content block where you would like the Experience to appear.

Q: My desktop version is fine but the Experience doesn’t fit on mobile?

A: Check if you are using variants or not. If yes, then make sure the variants are assigned within Experience editor. To see how to do that, please see: Break-point Variants

Once that is done, the container needs to accommodate the Experience size changes for each breakpoint.  That again can be achieved using DIV Generator tool.

Q: I published an Experience on my landing page, but how do I check performance on that page in GA?

A: An easy way to see how landing pages are performing is to use the section in GA under Behavior > Site Content > Landing Pages. But note that any active Segments need to be disabled for it to show.  More information can be found here.

Q: My Experience was loading and now no longer displays.

A: This is often related to sites that allow for URLs both with and without the trailing backslash. In such cases, we recommend opening the publish slot associated with the experience and that you replace the backslash with an asterisk. Also the same applies to HTTP vs HTTPS protocols - your site might support both protocols, so instead of publishing using URL with either protocol, please replace that with an asterisk(*).

Q: I’ve added the Snippet as a Custom Tag within Google Tag Manager but still cannot publish on my site. 

A: While the snippet may be added correctly to the Custom Tag, Google may strip some key parameters from the snippet. To avoid this, please make sure that the document.write option is enabled by selecting the appropriate checkbox.

Q: I pushed changes to my published experience but the changes are not displaying.

A: Whenever changes are pushed out to our CDN, it can take up to 5 minutes for the changes to occur on the live site.  However, if you still do not see the changes after 5 minutes, a caching issue could be preventing the updated content from displaying on your site.  To resolve these issues you would just need to clear your cache and re-open your browser to see the updated content (more information on clearing cache can be found here).