Need Some Help ?
Find Your Answers Here!
Your widget isn’t loading? Encountered a bug? Here’s everything you need for troubleshooting.
If you have already installed the accessibility widget on your site, but you still aren’t seeing the accessibility icon displayed on your site – you’ve come to the right place!
This can happen due to a handful of reasons – but it’s an easy fix:
- The code is not installed properly – Having the script installed in the wrong area can cause your widget to not work. To check this, please go to your site, right-click and select “View Page Source”. When you do this, a new window will open which will display your website’s code. After you see this, press Control/ Command + F, and a search bar will appear at the bottom. In this search field type “acsb” and if you see results from this – you should have installed everything correctly. If not, here you can find our installation guides for your convenience.
- Browser cache error – This error can happen if you have a lot of cached files on your browser from your website (stored to improve load speeds when reentering) that make you see the version you previously had before installing your widget. To fix this error, you will simply have to clear your browser’s cache (this can vary depending on the browser). In most cases, navigate to your browser history and clear your cached images and files. Once completed, you should be able to reload your browser and your widget should appear.
- Website cache error – Different systems enable you to optimize your website’s loading speed by caching your scripts and your styles. Whenever you need to update your site, for example when installing your widget, you’ll also have to clear your website’s cache if you want to see the update happen. Find the best way to clear your cache in the system that you use and you should be able to see your widget.
- Script Conflict – In very rare cases, a current script on your site may conflict with your widget and its ability to load on the site. To check if this is the case we will need to inspect your site by right-clicking and selecting “Inspect”. When you do this, a bar will pop up on the bottom or right portion of your screen which will display your website’s code. After you see this, click on the “Console” tab. If you see anything relating to AccessWidget, or acsb in this view, it means this is the reason your widget hasn’t appeared on your site. If this is the case, please contact one of our representatives.
If the issue persists after this troubleshooting, please connect with one of our representatives and we would be happy to look into this and get it resolved for you as soon as possible!
When you implement your accessibility widget, it should have the same appearance as the interface on Jib’s website. A sample interface is shown below for your reference. If you notice any issues, such as broken lines or incorrect sizing, it is possible that there is a conflict between your website’s design and style files (CSS) and the accessibility widget. Although rare, this issue can be easily resolved. To get assistance with fixing this, please reach out to our support team. We are always available to help you out!
Why are there errors when using testing tools such as WAVE and Lighthouse for the accessibility widget?
There are several free accessibility testing tools available such as WAVE and Lighthouse that can be used to check the accessibility level of your website. These tools can identify basic elements of a site such as duplicate links, title hierarchies, duplicate titles, and lack of image descriptions or ALT text, among other things.
It is important to note that these compliance tools cannot detect any accessibility adjustments made through the accessibility widget. This is because the widget is designed to activate automatically when a user with assistive technology attempts to access the site, which ensures that all adjustments are easily activated without affecting the browsing experience of users who do not require them.
Since compliance tools do not access a website in the form of assistive technology, they cannot analyze the accessibility widget’s presence on a website or any adjustments that have been made using it. However, the accessibility widget has integration with WAVE so that users can view its adjustments while using the compliance tool.
It is a rare occurrence, but if the buttons on your website’s accessibility widget are unresponsive or not functioning properly, there is no need to worry as this issue can be easily resolved.
One possible cause for this issue could be a conflict between your website’s scripts and the accessibility widget’s interface script. To determine if this is the case, right-click and select “Inspect”. This will bring up a panel that may seem overwhelming but don’t worry, you don’t have to deal with it.
Navigate to the ‘Console’ tab at the top of the panel and refresh the page. If you see the word “accessibility” underlined in red, then it is likely that there is a script conflict. In this case, you can simply reach out to our support team and we will be happy to assist you in resolving this issue quickly and easily.
The accessibility widget is designed to load asynchronously with your website, which means that it will only appear after your page has fully uploaded. This approach serves two purposes: first, it ensures that the entire website is accessible, not just specific parts of it, and second, it does not impact the speed or performance of your site in any way.
Since the accessibility widget is the last thing to load on your website, you will not see the icon or functionality until your website has completely displayed. The accessibility widget system itself takes just 0.2 seconds to load on any domain, but the load time of your site itself will impact how long it takes for you to see the widget. For instance, if your site loads in 4 seconds, the accessibility widget will appear in 4.2 seconds. Similarly, if your site loads in 8 seconds, the widget will appear in 8.2 seconds.
If you want to check the load time of your website, we recommend using Pingdom, which is a site that can help you assess your website’s loading speed. You can find a direct link to it here. If you still feel that there may be an issue with the accessibility widget not loading promptly, please contact one of our representatives, and we will investigate the matter for you as soon as possible.