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Question

chat widget error: Can't find key in query string

Forum|Forum|4 years ago
September 13, 2021
3 replies
39 views

When loading the script tag async we get the following error:

vendors~rollbar.noconflict.umd.min.js:1 Key is missing from snippet
snippet.js?key=xxxx…xxxx:1

Likely the widget can't find the script - probably because the scripts are loaded in different order then they appear in the source code, so the widget code tries to get the key from the wrong script tag.

Can we provide the Zendesk key elsewhere? Like in a global variable ? example
<script>
ZendeskKey="xxxxxxx";
</script>

---

#chat
#chat-widget
#chat-snippet
#bug
#JavaScript

Employee

Hi Joan!

If the key is actually in that snippet.js URL parameter, that seems unlikely. You can copy the script tag from the admin settings to page's document head and then add the async attribute to it.

This will ensure two important things:

1) You got the correct key
2) The ze-snippet ID is present

Hope this will help!

Kind regards.

Gabriele | Customer Advocate | EMEA

Another problem was that an optimization/minifier plugin had removed id="ze-snippet" from the script tag. With the id="ze-snippet" back on the script tag it now works.

Employee

Great! Glad this is sorted out!

Kind regards,

Gabriele | Customer Advocate | EMEA