> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # How to troubleshoot chatbox visibility issues *Troubleshoot the most common reasons the Crisp chatbox does not appear or work correctly on your website.* When the chatbox is missing, the cause is usually the installation code, browser compatibility, cached assets, a JavaScript conflict, a security rule, or a Crisp setting that hides the widget. Start with the checks below before investigating deeper network issues. --- # ${color}[#0080dd](Check the chatbox installation code) First, confirm that the Crisp script is present on the page where you expect the chatbox to appear. __To check your page source:__ 1. Open your website in Google Chrome or another browser 2. Right-click the page and select **View Page Source** 3. Search for `crisp` 4. Confirm that the Crisp script is included on the page __If you cannot find the Crisp script:__ * **Installation scope** → make sure the script is included on every page where the chatbox should appear * **Cache** → clear your website cache, CDN cache, and any plugin cache * **Tag manager** → confirm that Google Tag Manager or your tag system is publishing the Crisp script on the right pages * **CMS theme** → make sure the change was saved in your theme or template | If you need to reinstall Crisp, go to [**Crisp**](https://app.crisp.chat) and open **Settings → Workspace Settings → Setup & Integrations → HTML** to copy the current installation code. --- # ${color}[#0080dd](Check browser compatibility and cache) Crisp supports modern browsers and maintains legacy support for older versions where possible. Very old browsers may fail to load the chatbox because they do not support the JavaScript or CSS features required by the current widget. #### ${color}[#445055](Supported browser versions) | Browser | Full support | Legacy support | | ---- | ---- | ---- | | Chrome Desktop & Android | `>= 118` | `>= 54` | | Firefox | `>= 66` | `>= 54` | | Safari macOS & iOS | `>= 15` | `>= 12` | | Edge | `>= 118` | `>= 18` | | Opera | `>= 104` | `>= 41` | | Android WebView | `>= 11` Android version | `>= 5` Android version | || Legacy-supported browsers should mostly work, but some features can run in compatibility mode. #### ${color}[#445055](Outdated browser cache) An outdated browser cache can make Crisp display stale data, incorrect unread states, or fail to refresh the interface correctly. Try opening your website in a private or incognito window. If the chatbox appears there, clear the browser cache and test again. If your website uses a server-side cache, WordPress cache plugin, or CDN cache, clear it as well. __For a hard refresh in Chrome or Chromium browsers:__ 1. Open the page where Crisp should load 2. Right-click the page and click **Inspect** 3. Keep the developer tools panel open 4. Right-click the browser refresh button 5. Select **Empty Cache and Hard Reload** --- # ${color}[#0080dd](Check JavaScript and browser extensions) Some JavaScript libraries, polyfills, privacy extensions, and ad blockers can prevent the chatbox from loading. __What to test:__ * **JavaScript conflicts** → temporarily disable old shim or polyfill libraries and test again * **Known problematic libraries** → check libraries such as PrototypeJS if they override native JavaScript behavior * **Ad blockers and privacy extensions** → test without extensions such as Ghostery, DuckDuckGo Privacy, Avira Browser Safety, or Brave Shields * **Google Tag Manager on Brave** → test with a direct installation if Brave blocks the tag-managed script --- # ${color}[#0080dd](Check chatbox visibility settings) The chatbox may be installed correctly but hidden by a Crisp setting or by custom JavaScript. #### ${color}[#445055](Offline visibility) If you enabled an option to hide the chatbox when support is offline, the widget will not appear outside your configured availability. Review the setting from [**Crisp**](https://app.crisp.chat) in **Settings → Chatbox Settings**. #### ${color}[#445055](Blocking rules) Blocking yourself is a common reason the chatbox is not visible during tests. __To check restrictions:__ 1. Go to [**Crisp**](https://app.crisp.chat) 2. Open **Settings → Chatbox Settings → Chatbox Restrictions** 3. Remove any rule that blocks your test device, IP, country, or domain 4. Clear blocked visitors if you previously clicked **Block user** in a conversation 5. Reload your website in a private browser window ![Blocked visitors settings](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/blocked-visitors_18r9473.png =1000xauto) #### ${color}[#445055]($crisp JavaScript SDK calls) A developer may be hiding the chatbox programmatically. Search your codebase for `$crisp` calls and make sure there is no `chat:hide` call running unexpectedly. --- # ${color}[#0080dd](Check firewalls, SSL inspection, and traffic limits) Crisp uses secure connections and HSTS. Some company firewalls, proxies, or SSL inspection tools replace Crisp certificates with custom certificates, which can break the chatbox or real-time connection. __To test relay access:__ 1. Open `https://client.relay.crisp.chat/` from the affected network 2. Confirm that the page returns `{"code":0,"message":"No Operation"}` 3. If you see a security alert or SSL error, ask your network administrator to allowlist Crisp | For network allowlisting, use the official Crisp domain list: [Crisp domain names](https://docs.crisp.chat/guides/others/whitelisting-our-systems/crisp-domain-names/). Crisp may also return a `420` error if too many users connect from the same IP and the traffic looks like a denial-of-service pattern. This is more likely on shared corporate networks, proxies, or public Wi-Fi.