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Troubleshooting: “BlueConic script cannot be found on page.”

You may see a “BlueConic script cannot be found” or “BlueConic script not detected” message when opening a website in the Dialogue editor, Visual Picker, or Simulator. The URL field may also turn orange and display a question-mark icon.
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This means BlueConic could not confirm that the BlueConic JavaScript was loaded in the page being displayed. The most common causes are an incomplete Chrome Extension setup, an expired BlueConic login session, or a website hostname that is not registered in the current tenant.
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Work through the checks below in order.
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Quick diagnosis

Result

Most likely cause

The BlueConic Extension is not visible in Chrome

The extension is not installed, enabled, or installed in the current Chrome profile

The extension icon is grey or ghosted

The extension is disabled or does not recognize the website hostname

The extension icon is blue, but blueConicClient is not available

The script request or script execution is being blocked

blueConicClient loads but points to another tenant

The wrong tenant or BlueConic script is being used

blueConicClient loads and points to the correct tenant

The BlueConic script is working; troubleshoot the Visual Picker, page, or Dialogue configuration instead

The issue occurs only on a corporate device or network

A managed browser policy, firewall, proxy, VPN, or endpoint security tool may be blocking the extension or script

The BlueConic Extension icon should turn blue when the extension successfully injects BlueConic into a recognized channel. The extension only operates while the user is logged in to a BlueConic tenant and only for hostnames registered in that tenant.
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1. Confirm you are using Google Chrome

The BlueConic Chrome Extension is supported only in Google Chrome. Using Microsoft Edge, Firefox, Safari, or another browser may result in limited or unexpected behavior.
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Use the latest available version of Google Chrome and first test from a regular Chrome window rather than Incognito mode.
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When using Incognito mode, open chrome://extensions, select Details for the BlueConic Extension, and enable permission for the extension to run in Incognito. Otherwise, use a regular Chrome window for troubleshooting.
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2. Confirm the extension is installed and enabled

In Chrome:

  1. Open chrome://extensions.

  2. Locate the BlueConic Extension.

  3. Confirm that the extension is enabled.

  4. Select Details.

  5. Confirm that Allow user scripts is enabled.

  6. Check whether Chrome reports any errors for the extension.

  7. Pin the extension to the Chrome toolbar so you can inspect its status.

The extension requires Allow user scripts because Chrome Manifest V3 no longer permits the extension to retrieve and execute remotely hosted code without this additional setup.
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If Allow user scripts is unavailable, disabled, or automatically switches off, a managed corporate Chrome policy may be controlling this setting. Continue to the corporate security checks below.
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3. Confirm the Manifest V3 setup was completed

Installing the extension alone is not sufficient. The setup script provided in the Set up the extension section must also be added to the extension.
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Open the BlueConic Extension and confirm that the script from the setup instructions was added to the extension text box. If the extension was removed, reinstalled, or installed in another Chrome profile, repeat the complete setup procedure.
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After completing the setup:

  1. Close the extension pop-up.

  2. Refresh the BlueConic tenant.

  3. Refresh the website.

  4. Close and reopen the Dialogue editor or Visual Picker.

4. Confirm the extension itself is enabled

Select the BlueConic Extension icon in the Chrome toolbar.

Confirm that:

  • The extension is enabled.

  • The current website is not disabled in the extension.

  • The extension displays the expected BlueConic environment.

  • The current website hostname is recognized.

  • The icon turns blue after the page is refreshed.

A grey icon normally means the extension does not recognize the current hostname or is not enabled for that website. A ghosted icon indicates that extension functionality has been disabled.
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If the extension provides a list of domains, confirm that the current website hostname is listed and enabled.
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5. Confirm you are logged in to the correct BlueConic tenant

The extension uses the login session from the current Chrome profile. When you log in to BlueConic, the extension uses the tenant login token to identify the tenant and retrieve the website hostnames configured in its channels. When you log out, those hostnames are unregistered.
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Confirm that:

  • You are logged in to BlueConic.

  • You are logged in to the intended production or sandbox tenant.

  • BlueConic and the website are open in the same Chrome profile.

  • Your BlueConic session has not expired.

  • The extension displays the expected tenant or environment.

If necessary:

  1. Log out of BlueConic.

  2. Close any BlueConic tabs for other environments.

  3. Log back in to the intended tenant.

  4. Refresh the website.

  5. Reopen the Dialogue editor or Visual Picker.

6. Confirm the exact website hostname is registered in a channel

Open the affected website directly in a regular Chrome tab and check the final URL after all redirects have completed.
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In BlueConic, go to Settings > Channels & BlueConic hostnames and confirm that the exact hostname from the browser address bar is registered in a website channel.
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Hostname matching is exact. For example:

  • example.com does not automatically include www.example.com.

  • www.example.com does not automatically include shop.example.com.

  • A staging hostname does not automatically include the production hostname.

  • A regional or language-specific subdomain must be added separately.

  • A hostname used after a login or redirect must also be registered.

Do not include the protocol, page path, query parameters, or hash value when configuring a channel hostname.
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BlueConic’s extension uses the exact hostnames and aliases configured in the tenant. A hostname that is missing from the channel will not be registered for script injection.
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Also check that:

  • The hostname is not accidentally assigned to more than one channel.

  • The page is not redirecting to a hostname that is absent from the channel.

  • The correct channel was created in the tenant currently shown by the extension.

  • Any aliases used by the website are included.

  • If bcChannelIdentifier is explicitly defined on the website, both the actual website hostname and the explicit channel identifier are registered appropriately.

After updating a channel, save the change and refresh the website. The extension periodically retrieves updated channel information, so allow it to refresh its registered hostnames before testing again.
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7. Temporarily disable browser blockers

Browser extensions can prevent the BlueConic Extension from injecting or executing the BlueConic script.
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Temporarily disable:

  • Ad blockers

  • Privacy or tracking-protection extensions

  • Script blockers

  • Cookie-blocking extensions

  • Security or antivirus browser extensions

  • Extensions that modify Content Security Policy headers

  • Extensions that block third-party or analytics requests

Then refresh the website and reopen the Visual Picker.
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BlueConic specifically recommends disabling ad blockers and privacy extensions when the script cannot be found.
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A useful isolation test is to create a clean Chrome profile with only the BlueConic Extension installed. This is generally more reliable than Incognito mode because extensions are disabled in Incognito unless explicitly permitted.
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If the extension works in the clean profile, enable the other browser extensions one at a time until the conflict is identified.
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Also confirm that JavaScript is enabled for both:

  • The BlueConic tenant

  • The website being tested

8. Confirm whether BlueConic loaded on the page

Open the affected website directly in Chrome, open Developer Tools, and select the Console tab.
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Enter:

window.blueConicClient

Expected result

If BlueConic loaded correctly, the result should be an object.
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If the result is undefined, BlueConic has not loaded or executed on that page.
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When the object is present, enter:

blueConicClient.getHostname()

This should return the hostname of the BlueConic tenant currently running on the page. Confirm that it is the expected production or sandbox tenant.
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How to interpret the result

Console result

Meaning

window.blueConicClient returns an object

The BlueConic script is loaded

window.blueConicClient returns undefined

The script was not injected, downloaded, or executed

getHostname() returns the wrong environment

The page is using the wrong tenant or script

getHostname() returns the correct environment

Script detection is working; continue with the Visual Picker or Dialogue checks below

When the BlueConic Extension is active, the Console may also contain messages in the following format:

[BC][INFO] <log message>

You may also see a message indicating that the extension is adding the BlueConic script for a particular tenant. These logs help confirm whether the extension attempted to inject BlueConic.
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9. Check the script request in the Network tab

Open Developer Tools and select the Network tab.

  1. Enable Preserve log.

  2. Reload the affected page.

  3. Filter the requests using terms such as:

    • blueconic

    • blueconic.min.js

    • script.js

  4. Inspect the request status and response.

When the extension injects BlueConic, you should see a request similar to:

/frontend/static/javascript/blueconic/blueconic.min.js?source=blueconic-browser-extension

Review the request for errors such as:

  • 404 Not Found

  • 403 Forbidden

  • DNS resolution failure

  • Certificate or TLS failure

  • Connection timeout

  • Content Security Policy refusal

  • A request blocked by a browser extension

  • An HTML login, error, or security page returned instead of JavaScript

  • A request cancelled by a proxy, firewall, or security tool

About ERR_BLOCKED_BY_CLIENT

You may see an error similar to:

GET https://your-blueconic-hostname/script.js net::ERR_BLOCKED_BY_CLIENT

This can be normal when the BlueConic Extension is active. The extension intentionally blocks the original BlueConic script installed on the page and replaces it with the script from the tenant you are currently using.
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Treat this message as expected only when:

  • The extension icon is blue.

  • The extension’s replacement blueconic.min.js request succeeds.

  • window.blueConicClient returns an object.

  • blueConicClient.getHostname() returns the expected tenant.

If the original request is blocked and no replacement script loads, a browser extension, browser policy, or security tool may be blocking BlueConic.
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10. Check the BlueConic script installed on the website

The Chrome Extension can inject BlueConic even when the script is not deployed on the website. However, the website’s actual BlueConic script should still be checked when:

  • The extension cannot be used.

  • You are validating production behavior without the extension.

  • The issue occurs for regular website visitors.

  • The extension reports that it injected BlueConic, but the website implementation appears incorrect.

Confirm that:

  • The BlueConic script is installed on the affected page.

  • It is installed on every applicable website template.

  • The script references the correct BlueConic tenant or first-party hostname.

  • The script source is loaded over HTTPS.

  • The script is placed as high as possible in the page’s <head>.

  • The script request returns JavaScript successfully.

  • An old or incorrect tenant script is not being loaded.

  • Multiple competing BlueConic implementations are not being loaded.

  • A tag manager or consent manager is not indefinitely delaying the script.

BlueConic recommends placing the script high in the page’s <head>. When the script is loaded through a tag manager, its loading time is added after the tag manager’s own loading time. A delayed implementation can therefore cause the editor or Simulator to check the page before BlueConic is available.
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For first-party BlueConic hostnames, go to Settings > Channels & BlueConic hostnames and confirm that the hostname has a Ready status. A hostname with pending DNS, infrastructure, validation, or certificate work may not be able to serve the BlueConic script correctly.
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11. Check consent-management and tag-management rules

A consent-management platform or tag manager may prevent the deployed BlueConic script from loading until a particular consent category is accepted.

Check whether:

  • The BlueConic script is classified under a consent category that has not been accepted.

  • The tag manager trigger conditions are satisfied.

  • The BlueConic tag fires on the affected page.

  • A consent script removes or blocks dynamically injected scripts.

  • The tag loads only after a delayed event.

  • The tag is prevented from firing in test, staging, or authenticated environments.

When testing with the BlueConic Extension, the extension should normally inject BlueConic independently. However, a website security rule or consent tool that actively blocks or removes injected scripts can still interfere with execution.
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12. Check whether the website can be displayed in the editor

The Visual Picker and Dialogue editor display the website in an iframe. Websites commonly use security headers such as X-Frame-Options and Content-Security-Policy to prevent this.
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The BlueConic Extension attempts to modify supported security headers for websites in registered channels. This allows those websites to be displayed in the editor, Visual Picker, and Simulator.
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If the page remains blank or fails to load:

  • Confirm that the extension icon is blue.

  • Confirm that the exact URL is part of the selected channel.

  • Open the website directly in the same Chrome profile first.

  • Complete any required website login before opening the Visual Picker.

  • Check whether the page redirected to a login page, consent page, bot challenge, or different hostname.

  • Use the Open in a pop-up window option when it is available.

  • Check the Console for Content Security Policy or framing errors.

  • Check the Network tab for redirects or blocked document requests.

The Visual Picker only permits navigation to URLs that are part of the selected channel. Its URL field can turn red or orange when the URL is outside the channel or when BlueConic is not running on the page.
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13. Check for HTTP and mixed-content restrictions

BlueConic is loaded in a secure HTTPS environment. A website or resource loaded over HTTP may be blocked by Chrome as mixed content.
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Confirm that:

  • The page uses HTTPS.

  • The website does not redirect from HTTPS to HTTP.

  • The page does not rely on an HTTP iframe.

  • Any content used by the Dialogue is also available through HTTPS.

When available, use the browser’s security warning to review blocked mixed content. Moving the affected page or resource to HTTPS is the recommended resolution.
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14. Check Content Security Policy restrictions

A strict Content Security Policy may block the BlueConic script or the scripts and styles that BlueConic injects.
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Look in the browser Console for messages such as:

Refused to load the script...
Refused to execute inline script...
Refused to apply inline style...

Confirm that the website’s CSP permits the configured BlueConic hostname.
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For websites that do not allow unsafe-inline, BlueConic supports CSP nonces. The page can expose a bcNonce value before the BlueConic script loads, allowing BlueConic to apply the nonce to scripts and styles it injects.
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CSP changes should be reviewed with the website or security team rather than disabling security controls without evaluation.
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15. Check corporate browser and security policies

When the issue occurs only on a company-managed computer or corporate network, the cause may be outside BlueConic.
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Possible causes include:

  • A managed Chrome policy blocking the BlueConic Extension

  • A policy disabling Allow user scripts

  • A policy restricting extension host access

  • Restrictions on the extension’s cookies, tabs, webRequest, declarativeNetRequest, or scripting permissions

  • A firewall blocking the BlueConic tenant or first-party hostname

  • A proxy or secure web gateway modifying requests

  • VPN-based filtering

  • DNS filtering

  • SSL or TLS inspection

  • Endpoint detection and response software

  • Antivirus software

  • Network-level ad or tracking protection

  • A corporate Content Security Policy injected by a proxy

  • JavaScript execution being disabled or restricted

  • A Web Application Firewall returning a challenge or block page

The BlueConic Extension documentation notes that Allow user scripts can conflict with corporate security policies. When a company policy does not permit this functionality, the supported alternative is to install the BlueConic script directly on the website and use a staging environment for testing.
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Isolate whether the device or network is responsible

Where permitted by your organization, compare the behavior using:

  1. The same user and URL on another Chrome device.

  2. The same device using another approved network.

  3. A clean Chrome profile with only the BlueConic Extension installed.

  4. Another user on the same corporate device or network.

Results can help identify the source:

Test result

Likely source

It fails only on one Chrome profile

Browser profile, extension configuration, or another browser extension

It fails on one device across all networks

Device policy or endpoint security

It fails for multiple devices on the corporate network

Firewall, proxy, DNS, or network security

It works outside the corporate network

Corporate network restriction

Allow user scripts cannot be enabled

Managed Chrome policy

It works only after disabling another extension

Browser extension conflict

Ask the IT or security team to verify that the BlueConic Extension is permitted and that the configured BlueConic tenant and first-party script hostnames are not blocked.
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16. Refresh or reset the local setup

After correcting a configuration, perform these steps:

  1. Save the change in BlueConic.

  2. Close the Visual Picker or Dialogue editor.

  3. Refresh the BlueConic tenant.

  4. Hard-refresh the website.

  5. Disable and re-enable the BlueConic Extension.

  6. Restart Chrome.

  7. Log out of BlueConic and log back in.

  8. Test the page again.

As a final local troubleshooting step, remove and reinstall the extension, then repeat the entire Manifest V3 setup. Removing the extension also removes its saved configuration, so the setup script must be added again.
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The script is detected, but my Dialogue still does not appear

When:

window.blueConicClient

returns an object and:

blueConicClient.getHostname()

returns the expected tenant, the BlueConic script is loaded. At that point, a Dialogue that does not appear is generally not a script-detection issue.
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Check the Dialogue configuration instead:

  • The Dialogue is active.

  • The current URL qualifies under the Where rules.

  • The selected position exists on the page.

  • The profile qualifies under the Who rules.

  • Start and end dates permit the Dialogue to run.

  • Frequency caps have not been reached.

  • The profile is not assigned to a control group.

  • The required consent level has been granted.

  • Another Dialogue is not sharing the same position.

  • Custom JavaScript is not producing an error.

The Dialogue editor can also appear empty when the URL does not qualify under the Dialogue’s Where rules or when the selected position is unavailable on that page.
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Information to collect before contacting Support

If the problem remains after completing the checklist, include the following information in the support request:

  • The exact affected URL, including the final URL after redirects

  • The BlueConic tenant URL

  • The Dialogue, Listener, channel, or position name and ID

  • A screenshot of the BlueConic Extension pop-up

  • A screenshot showing the extension icon while the affected page is open

  • A screenshot of the “script cannot be found” message

  • The Chrome version

  • The BlueConic Extension version

  • The result of: 

window.blueConicClient

  • The result of: 

blueConicClient.getHostname()

  • Relevant Console errors

  • Failed BlueConic requests from the Network tab

  • Whether the problem occurs in a clean Chrome profile

  • Whether it occurs on another device

  • Whether it occurs on another approved network

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