Marketing Cloud Personalization | Causes and Solutions When Web Campaigns Do Not Display

1. Verify Campaign Application Status

Use the Chrome extension Salesforce Interactions SDK Launcher (Personalization Tools) to check whether the target campaign is applied to your user profile.

• Campaign is not applied: Verify that the campaign state is set to Published. Check if your user profile satisfies the campaign targeting rules. If you are using scheduling rules, remember that underlying data values are stored in Coordinated Universal Time (UTC), so ensure the date range or time of day is configured correctly.

• Campaign is applied: If the tool indicates the campaign is active but nothing renders on the page, proceed to "2. Check Control Group Allocation".

2. Check Control Group Allocation

If a Control group allocation (percentage) is configured for the campaign, the test user may be randomly allocated to the Control side and the experience will not display, even if the system is operating normally. To ensure proper verification of the display, temporarily change the allocation percentage of the target Experience to 100% (Control to 0%) and check if the campaign appears.

Note: After changing the A/B test settings, use an incognito window or clear your browser cookies to re-access the site as a new user session.

• If the campaign appears: The control group allocation was the reason. Adjust the final traffic split as needed.

• If the campaign still does not appear: Proceed to "3. Inspect Frontend Rendering Issues".

3. Inspect Frontend Rendering Issues

If your user profile is not allocated to the control group but the experience still fails to display, inspect for frontend technical issues:

• JavaScript Errors: Syntax errors in the template's client-side code or compilation errors in Handlebars templates can halt execution. Open your browser's developer console to check for errors and simplify the template if necessary.

• Content Zone Mismatch: Website layout modifications may have altered or removed the CSS selectors specified in your sitemap. Ensure that the target Content Zone is correctly recognized on the active page.

• CSS Style Conflicts: The personalized HTML might be correctly injected into the DOM but rendered invisible due to site-side CSS styling (e.g., display: none; or pushed off-screen). Inspect the element styles in your browser's developer tools.

(Reference: For the mechanism of rendering on websites and the division of roles between Personalization and frontend technologies (HTML / CSS / JS), please refer to the knowledge article Understanding the Web Campaign Rendering Process and the Role of MCP.)

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Information to Include When Contacting Support

If the web campaign still fails to display after verifying the steps above, please log a case with Salesforce Customer Support. To expedite the investigation, remember that an administrator must first grant access for both Marketing Cloud Engagement and Personalization. Please include the following details in your case description:

• Authorized User ID: (The ID of the user account granted support access)

• MID: 

• Dataset Name: 

• Campaign Name & Experience Name: 

• Target Web Page URL: 

• Steps to Trigger the Campaign: (e.g., "Access the homepage, click button X to join the target segment...")

• Test User ID: (The specific profile identifier used during your testing)

• Steps and Results Already Verified: (e.g., "Verified campaign application via the Salesforce Interactions SDK Launcher, but it does not render. Console shows error X...")

• Screenshots: (Of the browser console errors, if applicable)

• HAR File: (Captured from the browser's Network tab during the replication)