Complianz Privacy Suite

Cookie banner does not appear

Leon Wimmenhoeve

Leon Wimmenhoeve

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A frequently asked question by new Complianz users is ‘Why is my banner not showing on the front-end of my site?’. Quite the disappointment if you have just fully configured the Complianz wizard and beautifully styled your Complianz cookie banner. Luckily, the solution is often simple:

1. Check your Complianz dashboard

Complianz will configure your cookie banner after you completed the wizard for the first time, and the plugin confirmed that your site needs a cookie banner. You should see the following message:

“Your site needs a cookie banner, which has been enabled.”

If it says “your website does not require a cookie banner”, please check if you answered Yes on the question; Does your website use cookies? This question can be found in the wizard under Cookies -> Integrations.

2. Empty your site cache

If you are using a caching plugin, the old version of your site (without a cookie banner) is probably cached. Clear the cache(s) of these plugins and try again, if you use a CDN, please refresh this as well. While you’re at it, please use the below tip as well:

3. Visit your site in an incognito/private window

Just like your webserver can cache your site without our cookie banner, your browser cache can interfere as well! Using an incognito or private window (depending on the browser you are using) circumvents browser cache. With most browsers, you can use command + shift + N, or for Windows: control + shift + N to open a private window. It is generally a good idea to use trick while applying changes to a live site, to prevent looking at an ‘older’ version of your site.

4. (Premium) Are you visiting the site from a configured region?

This one is commonly overlooked by Premium users working from outside one of the supported regions. If you have enabled GeoIP (under Complianz -> Settings) and for example are configuring a site just for the CCPA/United States, you won’t see the cookie banner if you are working from Europe.

There are several ways to check how your banner looks in a different region:

  • Use a VPN
  • Use an application like Browserstack.
  • Temporarily disable GeoIP (Complianz -> Settings) and other regions (Wizard -> General -> Regions).

To check if you’re using the correct region if the above is applicable is open your browser console (ctrl/cmd + shift + i) for Chrome, and under Console, you will find three options:

1. Opt-in (EU, UK, and sometimes Canada)
2. Opt-out (USA, and sometimes Canada)
3. Other region, no cookie warning. (e.g. Mexico)

The one specified in your console, is the banner you should expect. With option 3, no banner will show.

5. Check your console for errors

If you still did not spot your cookie banner from the front-end of your site, there could be some other problem. You can investigate by right-clicking on your site (front-end) -> Inspect -> Console. If you see any errors in red, this could direct us to possible causes of the cookie banner problem. If you need help interpreting console errors, please contact support.

In 90% of the cases, the problem should be solved by now. Though you could identify the following errors in your console:

  • jQuery errors. Complianz needs jQuery, so if your theme does not enqueue jQuery, the banner will not appear.
  • Error with reCaptcha, or greCaptcha. Disabling the reCaptcha integration should do the trick. This is caused by a dependency issue in another plugin, theme, or compatibility issue. Please ask support for guidance.
  • 403 errors, indicating that our cookieconfig.js script gets blocked by a security setting in your security plugin or due to a server configuration. A known issue is with XSS rules, with All in One Security for Example.
  • 404 error, this might indicate an installation issue or server-side problem. Try reinstalling Complianz, as the files might not be installed properly the first time.
  • Nothing happening at all: if you don’t see functional cookies being allowed (“fire cmplz_event_functional), Complianz might not be activated at all, jQuery and/or javascript are not allowed.

6. Your site uses high z-index values

Some themes (or developers 😉 ) use very high z-index values. Z-index is used to indicate which element should appear above the other. There might be nothing wrong with your cookie banner, but if your site uses very high z-index values, the banner could be ‘hidden’ below other elements.  The default z-index of the Complianz cookie banner is 9999. There are two ways to solve this problem, or to test if z-index is indeed the problem:

    1. Lower z-indexes for other elements of your site (if you know how)
    2. Increase the z-index of the cookie banner. You can do this by enabling custom CSS via Complianz -> Cookie banner -> Enable custom CSS.
      You can paste the following CSS in the window that appears, and increase the value:

      .cc-window{z-index:9999;}

If your cookie banner still isn’t appearing, please contact support. We’re happy to help you solve the mystery!

7. WordPress 5.5 and jQuery 3.0

WordPress 5.5 includes an upgrade to jQuery 3.0, which can cause troubles with your site if your theme is running an old version of jQuery. WordPress also dropped the migrate script that converted older jQuery versions. We have received reports from users where the cookie banner stopped appearing after upgrading to WordPress 5.5, because of this problem.

If you are using an older theme, you can load jQuery 3.5 by inserting this script (preferably in your footer.php):

<script src="https://ajax.googleapis.com/ajax/libs/jquery/3.5.1/jquery.min.js"></script>

Please note that if your theme is running an old version of jQuery this could be a security issue as well, so it might be worth considering to switch to a different theme.

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