This article has been translated with machine translation.
If the Help Center button is not visible on the right side of your screen in iChemistry, the issue is usually related to browser settings or local security restrictions.
Please follow the steps below to troubleshoot the issue.
Step 1: Basic troubleshooting
Start by checking the following:
Try opening iChemistry in a different browser.
Clear your browser’s cookies and cache.
Ask a colleague if they can see the Help Center button.
Check if you have an ad blocker enabled. If so, temporarily disable it or whitelist "UserPilot".
If you have antivirus software installed, check whether it includes a browser extension that may block certain scripts.
If the Help Center appears after any of these steps, the issue is most likely related to browser settings or local extensions.
Step 2: Contact your IT department
If the issue persists, please contact your IT department and share the information below.
The iChemistry Help Center relies on a service called Userpilot, which may need to be whitelisted in your network or security settings.
What IT may need to check:
Ensure that scripts from the following domains are allowed to run:
Verify that no Content Security Policy (CSP) rules are blocking Userpilot.
For reference:
https://docs.userpilot.com/article/152-faq-content-security-policy
Debugging
IT can also run the following command in the browser console:
No errors should appear in the console. If errors are shown, it may indicate that scripts are being blocked.
Why this is necessary
The Help Center uses dynamic scripts and segmentation to display the correct content to each user.
If these scripts are blocked by browser extensions, antivirus software, firewalls, or network policies, the Help Center cannot load properly.
If you continue to experience issues after these steps, please contact our support team and include information about your browser, operating system, and any security software in use.
While efforts have been made to ensure accuracy, this translation may not be entirely error-free. Please consider this when interpreting the information.
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