Install check fails

What each Check installation result means, the quickest fix for each, and what to do when the check can't see the snippet although the widget works.

Last updated October 21, 2026

On this page

Check installation, on the dashboard's Install page and in the setup wizard, tells you whether the widget is on your site. This page explains each result and the quickest fix. The install troubleshooting guide goes into more detail for each one.

How the check works

When you click Check installation, ASDK:

opens your home page, and the page you enter under Also check this page (optional), the way a browser would;
looks for the ASDK snippet with this site's ID, or a tag manager container;
reads your site's Content Security Policy.

Separately, the widget reports itself every time it loads on your site. A report from one of your site's domains in the last 24 hours counts as a working install, even if the check can't find the snippet in the page. Opening the widget in the dashboard's preview doesn't count.

The results

Result	What it means	Quickest fix
Installed	The snippet is there, or the widget reported itself	Nothing: you're done
Snippet not found	The page loaded, but without the snippet	Publish the change, clear caches, then check again
Wrong Site ID	The snippet is there, with another site's ID or none	Copy the snippet again from this site's Install page
Blocked by CSP	Your Content Security Policy would block the widget	Allow `cdn.asdk.com` and `api.asdk.com`; see Content Security Policy
Site unreachable	The check couldn't open the page	See below

Snippet not found

The most common causes:

The change isn't published. Builders keep custom code in drafts until you publish.
A cache serves an old page. Clear your caching plugin and CDN.
The snippet is on some pages only. The check opens your home page; put the snippet in a template every page uses, or enter a page that has it under Also check this page (optional).
A tag manager adds the snippet. It isn't in the page's HTML then. Publish the container, open your site once in a browser, and check again: the widget's own report counts.

Snippet not found in the install guide has more.

Wrong Site ID

The snippet was copied from another site or another workspace. Each site has its own Site ID, site_ followed by 20 letters and digits. Copy the snippet again from the Install page with this site selected. In a tag manager tag or a plugin's settings, paste the new Site ID there.

Blocked by CSP

Your site sends a Content Security Policy, and it doesn't allow the widget's addresses. Add https://cdn.asdk.com to script-src and https://api.asdk.com to connect-src, keeping your existing sources. The check reads both the HTTP header and a policy in a meta tag; a report-only policy is ignored.

Site unreachable

The result says why:

The domain doesn't resolve, or the connection failed: check the site's address and that the site is online.
It answered 401 or 403: a password, a firewall or bot protection blocks automated visits. That's fine for the install: open your site in a browser, and the widget's own report verifies it.
It answered 404 or a server error: the page doesn't exist or the site had an error. Try the home page, or check again later.
The HTTPS certificate isn't valid: renew or fix it; your visitors' browsers would warn too.

The check passes, but there's no chat button

Installed means the snippet is on your site. If you still don't see the button, the cause is usually in your ASDK settings: no chat agent switched on, a paused site, or a domain missing from Allowed domains. See Widget not showing.

Checking too often

The check is limited to a few runs per site in a short time. If you see a message asking you to wait, try again after the time it gives. Publishing a change and clearing caches usually takes longer than that anyway.

If your site isn't public yet, the check can't open it. Install the snippet anyway, open the site in your own browser so the widget reports itself, and the check counts that. Remember to add the staging domain under Allowed domains, and to install the snippet again on the live site when it launches.

Skip the check

In the setup wizard, Continue without checking lets you finish setup and check later from the Install page. Your agent works as soon as the snippet is live, whether or not you've run the check.

Someone else installs it

Use Email these instructions to my developer on the Install page: ASDK emails them the snippet and the steps for your platform, and replies go to you. When they're done, run the check yourself.