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15. Troubleshooting

Start with the Getting started box on the Campaigns page and the review before publishing: both check the most frequent problems for you.

The banner does not appear at all

Go through this list in order.

  1. Is the campaign published and switched on? In the campaign list the status must be Active. Draft: open it and click Review and publish. Paused: switch it on. Scheduled: the start date is still ahead. Ended: the end date has passed.

  2. Is the module connected to your theme? The Getting started box must say "Connected to your theme." If it says "The module is not attached to any storefront position. Attach it to displayAfterBodyOpeningTag in Design > Positions.":

    1. Go to Design > Positions and click Hook a module.
    2. Choose the module and the hook displayAfterBodyOpeningTag (or displayBanner), then save.

    The check passes when the module is attached to any of displayAfterBodyOpeningTag, displayBanner or displayBeforeBodyClosingTag.

  3. Is the module enabled? "The module is disabled in this shop. Enable it in Modules > Module manager." – enable it there. In a multistore setup, check it for the shop you are viewing.

  4. Does your theme output one of the positions? The module prints the campaign right after the opening <body> tag (displayAfterBodyOpeningTag), falling back to displayBanner or displayBeforeBodyClosingTag. Classic and Hummingbird output them. If a custom theme outputs none, ask your theme developer to add {hook h='displayAfterBodyOpeningTag'} right after <body>.

  5. Is the page targeted? Check Where & who. For category campaigns, subcategories are included only when Also subcategories is on. In multistore, check that the shop is ticked under Shops; a shop created after the campaign is not added automatically.

  6. Do the audience and conditions match you? Open Where & who > Audience and conditions. Not-logged-in shoppers are in the Visitor group, logged-in customers in their own groups; device, country, language, currency and cart value must match as well. Test in a private window, while logged in, and on a phone.

  7. Is the campaign complete in the language you are browsing? An incomplete language shows nothing. See the language dots in the editor.

  8. Did you close the banner earlier? Closing is remembered in your browser. Test in a private window.

  9. Does another campaign win? Only one campaign shows per page. See How the store picks a campaign.

  10. Is a cache serving an old page? Clear the PrestaShop cache (Advanced Parameters > Performance > Clear cache) and any page cache module or server cache.

The bar does not show on computers

  • If the campaign has side banners, the bar appears on larger screens only where the side banners do not fit, and only with When side banners do not fit: Show the bar in Display settings.
  • If the campaign has no side banners, tick Also on computers and tablets under Content > More options. Campaigns upgraded from 2.x have it off.
  • Check Where & who > Audience and conditions > Devices: Mobile limits the campaign to phones.

A campaign is missing from the campaign list

In a multistore installation the list shows only the campaigns of the shop selected in the back-office shop selector. Switch the selector to All shops.

Side banners appear in the preview on Wide screen but not on my laptop

That is expected. Side banners need free space next to your content: the window must be at least as wide as Show from a window width of (1460 px by default), and the free space must fit the banner. On smaller windows shoppers see the bar. To show side banners on more screens:

  • lower Show from a window width of, and/or
  • reduce the side banner Width,

in Display settings. Make sure the bar is switched on in the campaign, so smaller screens still see something.

The side banners overlap my content

The module could not find your theme's content column. Fill in Content container of the theme in Advanced settings, for example #wrapper .container.

The side banners cover my header or menu

Increase Distance from the top in Display settings. The module detects a header that stays on screen while scrolling and keeps the side banners below it. If your theme's sticky header is not detected, choose Scroll away with the page under While scrolling, or raise the header above the banners with custom CSS.

A bar at the Top never covers the header: it sits above it as part of the page.

My image is cut off or looks small

  • Check the label next to the image in the Content tab. Cropped means the edges may be cut; choose which part stays visible with Keep visible when cropped. Other shape means the image was made for a different placement.
  • Side banners never run past the bottom of the window. On short laptop screens a very tall image is cropped.
  • The bar is at most 160 px high and never more than a quarter of a phone screen.
  • Use the recommended sizes: 320 × 1200 px for side banners, 1280 × 200 px for the bar.

The image looks blurry

The image is smaller than the placement ("The image is smaller than the placement and may look blurry."). Upload a larger version, ideally the recommended size, which is twice the displayed size for sharp results on high-resolution screens.

The discount code does not work at checkout

The module only displays the code. Create a cart rule with exactly the same code in Catalog > Discounts and make sure it is active and valid for the campaign dates.

The link goes nowhere

  • A linked product, category or CMS page that was deleted or disabled gives no link. The editor and the review warn you: "This page no longer exists or is disabled. Shoppers get no link. Pick another page."
  • A typed address must start with / or https://.
  • Links are per language. Check the link in every language.

The campaign shows as Scheduled although I expect it to run

Scheduled means the start date is still ahead, or, for a yearly campaign, that today is outside its yearly period. Check the dates in the When tab and your store's time zone.

The bar hides my theme's Add to cart button on phones

Some themes keep an "Add to cart" button fixed at the bottom of phone screens. Enter its height in Settings > Distance from the bottom on phones, so the bar sits above it, or put the bar at the Top.

The countdown does not appear

The countdown needs an end date. Check When > End is set to On a date and Show a countdown to the end is on. After the end date the whole campaign disappears.

The live preview does not load

See Preview > When the preview does not load. The most frequent causes:

Cause Fix
Back office on https, store on http Enable SSL for the whole store.
Page cache module Exclude URLs containing sab_preview from the cache.
JavaScript optimisation (combine, defer, minify modules) Exclude the Banner Ads script, or test with the optimisation off.
Security headers (X-Frame-Options, Content-Security-Policy) Allow the back office to frame the store; meanwhile use Use the clean preview.
Maintenance mode Add your IP in Shop Parameters > General > Maintenance.

The editor shows "The editor could not load the campaign."

Reload the page. If the message stays, your session may have expired: log in to the back office again. If it still fails, contact support with the text in brackets after "Connection failed".

Upload errors

See Media library > Upload errors.

A shopper still sees the banner after closing it

Closing is remembered per browser and per campaign version, for the period set in After closing, show it again. With On the next page nothing is remembered: the banner is back on the next page the shopper opens. When you change what shoppers see (texts, images, links, colours, countdown), it appears again for everybody; pausing or retargeting keeps it closed.

Still stuck?

Click I need help in the Getting started box, or contact us through PrestaShop Addons. Please send your PrestaShop version, theme name, a link to the page and a screenshot of the editor preview.