← Back to Documentation

🔧Troubleshooting

Common Issues and Solutions

This guide helps you resolve common issues you might encounter while using Abe CRO.

Test Not Showing Variants

Symptoms

  • All visitors see the control version
  • No variant assignments are happening

Solutions

  • Check test status: Ensure the test is "Active" (not Draft, Paused, or Ended)
  • Verify embed block: The embed block must be installed in your theme
  • Clear cache: Clear your browser cache and test in incognito mode
  • Check targeting: Ensure you meet the test's targeting criteria (device type, login status)
  • Verify theme: For theme tests, ensure both themes are published and accessible

Metrics Not Tracking

Symptoms

  • Visitors count is zero
  • No events are being recorded
  • Metrics remain at zero

Solutions

  • Check embed block: Ensure the embed block is installed and active in your theme
  • Verify web pixel: For checkout metrics, ensure the web pixel extension is installed
  • Check browser console: Look for JavaScript errors that might prevent tracking
  • Test in incognito: Some browser extensions can block tracking
  • Wait a few minutes: Metrics may take a few minutes to appear after activation

White Screen or Page Errors

Symptoms

  • White screen when viewing test pages
  • JavaScript errors in console
  • Pages not loading correctly

Solutions

  • Check template files: Ensure variant templates exist and are valid
  • Review theme code: Check for syntax errors in template files
  • Test control version: Verify the control template works correctly
  • Clear cache: Clear browser and Shopify cache

Can't Create Theme Test

Symptoms

  • Theme test option is disabled
  • Error message about plan restrictions

Solutions

  • Check your plan: Theme tests require Professional or Unlimited Plus plan
  • Upgrade plan: Visit the Billing page to upgrade
  • Use template tests: Starter plan users can still test individual templates

Can't Add Multiple Test Elements

Symptoms

  • "Add Another Test Element" button is disabled
  • Can only add one template type per test

Solutions

  • Check your plan: Multiple test elements require Professional or Unlimited Plus plan
  • Upgrade plan: Visit the Billing page to upgrade
  • Create separate tests: Starter plan users can create multiple single-element tests

Test Results Seem Incorrect

Symptoms

  • Metrics don't match expectations
  • Results seem inconsistent

Solutions

  • Check test duration: Ensure test ran long enough for reliable data
  • Review attribution: Remember metrics are attributed to all active tests a visitor is in
  • Check for overlapping tests: Multiple tests on same templates can affect results
  • Verify traffic split: Ensure traffic was split as configured
  • Export data: Export to Excel for detailed analysis

Can't Edit Test

Symptoms

  • Edit button is disabled
  • Error message when trying to edit

Solutions

  • Check test status: Only Draft, Scheduled, or Active/Paused tests with no metrics can be edited
  • Check for metrics: Tests with metrics cannot be edited to maintain data integrity
  • Create new test: If you need to make changes, create a new test instead

Preview Links Not Working

Symptoms

  • Preview links show wrong pages
  • Preview links show "Page not found"

Solutions

  • Check sample handles: Ensure your store has products, collections, or pages for the tested template types
  • Verify template types: Ensure the template types exist in your theme
  • Check store password: If your store is password-protected, set the password in Settings
  • Clear preview cache: Use the "Preview Cache" button in Settings to refresh thumbnails

Advanced Troubleshooting

Browser Console Errors

If you see JavaScript errors in the browser console:

  • Check for conflicts with other apps or theme code
  • Verify the embed block is installed correctly
  • Clear browser cache and test in incognito mode
  • Check for ad blockers or privacy extensions that might interfere

Theme Compatibility Issues

Some themes may require adjustments:

  • Ensure your theme supports template switching via URL parameters
  • Check that theme preview functionality works correctly
  • Verify theme files are properly structured
  • Contact theme support if you suspect theme-specific issues

Performance Concerns

If you notice performance issues:

  • The embed block is optimized and should have minimal impact
  • Check for conflicts with other apps or scripts
  • Verify your hosting/server performance
  • Contact support if performance issues persist

Getting Help

If you've tried these solutions and still have issues:

  • Review Documentation: Check other documentation sections for detailed information
  • Browser Console: Check for error messages that might indicate the issue
  • Test in Incognito: Rule out browser extensions or cached data
  • Contact Support: Reach out through the Shopify App Store listing with:
    • Description of the issue
    • Steps to reproduce
    • Browser console errors (if any)
    • Test ID or name
    • Store URL

Prevention Tips

Many issues can be prevented by:

  • Testing variants thoroughly before activating tests
  • Using preview links to verify templates render correctly
  • Checking mobile and desktop views
  • Ensuring all links and functionality work in variants
  • Keeping your theme and apps updated
  • Following best practices from the documentation