Marketing Cloud Personalization | Salesforce Interactions SDK Launcher Is Not Working Properly

This guide provides a comprehensive checklist to isolate and resolve issues when the Marketing Cloud Personalization Visual Editor or SDK Launcher fails to load. It covers common causes including beacon implementation, authentication, GTM conflicts, and domain settings.

Troubleshooting Checklist

If the Visual Editor does not function as expected, please verify the following items to identify the cause.

1. Check Detected Beacons

Click the Chrome extension icon to open the Launcher and navigate to the [Detected Beacon] section.

• Confirm that the displayed [Account] and [Dataset] match the intended configuration for that specific webpage.
• If incorrect values are displayed, the JavaScript beacon implementation on the website is likely misconfigured. You must correct the website's source code.

2. Verify Login Status

Ensure that you are actively logged into Marketing Cloud Personalization within the same Chrome browser instance where you are using the Launcher extension.

• Authentication will fail if you are logged in via a different browser or a separate, disconnected session.

3. Check for Google Tag Manager (GTM) Conflicts

When the SDK is deployed via GTM (Google Tag Manager), the Visual Editor may fail to load due to script execution conflicts.

• Refer to the developer documentation Install the Salesforce Interactions SDK Launcher.
• For testing, try bypass GTM by loading the SDK directly on the page to confirm if GTM is the root cause.

4. Verify Website Character Encoding

The Salesforce Interactions SDK Launcher exclusively supports UTF-8 encoding.

• If the target website utilizes a different character encoding, the extension will not function properly.

5. Add to Allowed Domains List

To enable the Visual Editor, the target website's domain must be registered in the [Allowed Domains] list within the Personalization settings.

• Refer to the help document Add Domains to the Visual Editor Allowlist to verify your security configuration. 

6. Clear Browser Cache

Stale browser cache can lead to unexpected behavior or prevent the latest scripts from loading.

• Clear your Chrome browser cache or attempt to reproduce the issue in an Incognito window to rule out caching issues.

If the Issue Persists

If the problem remains unresolved after following the steps above, please open a support case. Including the following information will significantly expedite the investigation:

1. URL of the page where the issue occurs
2. Detailed steps to reproduce the issue
3. Screenshots or a screen recording demonstrating the error
4. A HAR file captured via the browser Developer Tools