Common Issues and Solutions

This section provides detailed solutions to common problems you might encounter while using the BILDIT Web Visual Experience Engine.

Authentication Issues

Login Problems

1. Unregistered Microsoft Account Access

   • Issue:
     • Microsoft users who are not registered in the BILDIT system can log in but see a restricted access message
   • Solution:
     • Verify that your Microsoft account has been added to the authorized users list
     • Contact your administrator to request access
     • If you see a "restricted access" message, this means your account needs to be properly configured
     • Do not attempt to bypass this restriction as it is a security measure

2. Invalid Credentials

   • Solution:
     • Double-check your username and password for accuracy.
     • Ensure that Caps Lock is not enabled on your keyboard.
     • If you've forgotten your password, use the "Forgot Password" link to reset it.
     • Note that we use Auth0 for authentication - you may need to use your Auth0 credentials.
     • Contact support if the issue persists.

3. Account Locked

   • Solution:
     • After multiple failed login attempts, your Auth0 account may be locked for security reasons.
     • Wait for 15 minutes before trying again.
     • Reach out to your Auth0 administrator to unlock your account immediately.

4. Single Sign-On (SSO) Issues

   • Solution:
     • If your organization uses SSO through Auth0, ensure you're using the correct enterprise login option.
     • Clear your browser cache and cookies if you're having persistent login issues.
     • Check with your organization's IT team to verify your SSO access.
     • Contact support for assistance.

Visual Editor Script Issues

These cover the Visual Editor script used to edit slots inside the Visual Editor. Rendering on your production website is handled separately by the SDK — see Scheduled Content Not Showing on Your Production Site.

Editor Script Not Loading

1. Incorrect Script Path

   • Solution:
     • Verify that the src attribute in your script tag points to the correct path of the bildit-cms-script.min.js file.
     • Example:

       <script defer src="/scripts/bildit-cms-script.min.js"></script>

2. Missing Toolbar Container

   • Solution:
     • Ensure that you have added the <div id="toolbar_container"> element to your webpage.
     • This container is necessary for the toolbar to render.

3. JavaScript Errors

   • Solution:
     • Open your browser's console to check for any JavaScript errors.
     • Common errors include syntax errors or conflicts with other scripts.
     • Resolve any errors indicated in the console.

Scheduled Content Display Issues

First, where is the scheduled content missing?

• On your production website → see Scheduled Content Not Showing on Your Production Site (almost always an SDK, free-trial-plan, or location issue).
• In the Visual Editor → continue with the sections below (schedule, slot, device, publish state).

Scheduled Content Not Showing on Your Production Site

Your production site renders scheduled content via the @bildit-platform/nextjs SDK. Check, in order:

1. Free-trial plan — a free-trial (free_sandbox) plan is blocked on production by design (the keyed endpoint returns 401), though scheduled content still renders in the Visual Editor. Upgrade the plan to serve on production — the same key works.
2. Scheduled content location — the scheduled content must have a Location matching the page path, or the SDK returns nothing.
3. BILDIT_API_URL — must be your VEE Functions base URL (not the admin host or script CDN).
4. force-dynamic — required in your root layout so request headers are read per request.
5. Env vars in production — are BILDIT_API_KEY and BILDIT_API_URL set in your host's environment (not just locally)? Missing in prod → nothing renders.
6. cmsDependencies — scheduled content importing an unregistered module throws a render error (check the console).
7. Caching — the SDK caches responses ~5 minutes; wait or redeploy after changing a key or schedule.

Full checklist: API Reference & Troubleshooting → blank on the production site.

Scheduled Content Not Showing Up (Visual Editor)

1. Schedule Not Active

   • Solution:
     • Verify that the schedule is currently active.
     • Check the "Online From" and "Online To" dates.

2. Slot Mismatch

   • Solution:
     • Ensure the slot id matches the Slot assigned to your scheduled content. On a plain HTML site this is the data-bildit-id; on a Next.js site it's the slotId on <SlotPlaceholder>.
     • Example (HTML): <div data-bildit-id="slot1"></div>
     • Example (Next.js): <SlotPlaceholder slotId="slot1" />

3. Device Type Not Selected

   • Solution:
     • Confirm that the scheduled content is set to display on the device you're using (Desktop, Tablet, Mobile).
     • Edit the scheduled content and check the Devices section.

Default Content Displayed Instead of Scheduled Content

1. No Active Scheduled Content for Slot

   • Solution:
     • If nothing is scheduled for the current time and slot, the default content will appear.
     • Schedule content for that slot to override the default content.

2. Scheduled Content Is Unpublished

   • Solution:
     • Ensure that the scheduled content is published and not in draft mode.
     • Only published scheduled content will display on the website.

Time Zone Confusion

1. Scheduled Content Not Displaying at Expected Times

   • Solution:
     • Remember that the scheduling uses your local time zone.
     • Adjust the schedule times if your target audience is in a different time zone.

Preview Issues

Changes Not Reflecting

1. Cached Data

   • Solution:
     • Clear your browser cache and reload the page.
     • Use a hard refresh (Ctrl+F5 or Cmd+Shift+R).

2. Unsaved Changes

   • Solution:
     • Ensure that you've clicked Save after making changes to the scheduled content.
     • Unpublished changes will not appear in the preview.

Device Preview Not Accurate

1. Incorrect Device Selection

   • Solution:
     • Verify that you've selected the correct device type in the preview toolbar.
     • Switch between Desktop, Tablet, and Mobile views as needed.

2. Responsive Design Issues

   • Solution:
     • Check the scheduled content design to ensure it's responsive.
     • Edit the scheduled content or template to fix any layout issues on specific devices.

Image and Media Issues

Images Not Uploading

1. File Size Too Large

   • Solution:
     • Ensure your image files are within the allowable size limits (e.g., under 5MB).
     • Compress images if necessary before uploading.

2. Unsupported File Format

   • Solution:
     • Use standard image formats like JPG, PNG, GIF, AVIF, WEBP, or SVG.
     • Convert any unsupported formats to one of these before uploading.

Images Not Displaying

1. Broken Image Links

   • Solution:
     • Confirm that the images are correctly uploaded and linked in the scheduled content.
     • If using external image URLs, ensure they are accessible and correct.

2. Alt Text Issues

   • Solution:
     • While alt text doesn't affect image display, it's good practice to provide descriptive alt text for accessibility.
     • Check that the alt text is correctly entered if required.

Template Errors

Template Not Rendering Correctly

1. Missing Fields

   • Solution:
     • Ensure all required template fields are filled out.
     • Look for any highlighted fields indicating missing information.

2. Syntax Errors in Custom Code

   • Solution:
     • If you've added custom code, check for syntax errors.
     • Use the Code View to examine the template code directly.

General Performance Issues

Slow Loading Times

1. Large Media Files

   • Solution:
     • Optimize images and videos for web use.
     • Use compressed formats and appropriate resolutions.

2. Too Much Scheduled Content

   • Solution:
     • Limit the amount of active scheduled content on a single page.
     • Remove or deactivate scheduled content that is no longer needed.

Script Conflicts

1. Other JavaScript Libraries

   • Solution:
     • Ensure that BILDIT Web Visual Experience Engine scripts do not conflict with other scripts on your website.
     • Check for console errors that might indicate conflicts.

Contacting Support

If you've tried the above solutions and still experience issues, please refer to our Getting Help page.

Please provide detailed information about the issue, including any error messages and steps to reproduce the problem.