Troubleshoot visual editor loading safely
If your page won't load in the visual editor, you'll find how to check its URL, clear an old copy, and investigate blocked content without weakening your site's security.
Get the right page loaded in the visual editor so you can select and personalize its content. Find the symptom below before changing your website's security settings.
The editor loads your page through a proxy. Your website can treat that request differently from an ordinary browser visit, so a blank page, fetch error, or challenge doesn't always mean the firewall is at fault.
I'm on the wrong page in the editor
- Choose Browse to use your page's links and navigation instead of selecting elements.
- In Enter URL..., enter a full URL or a path beginning with
/on the current domain. Press Enter. - To reopen a saved campaign target, use the page dropdown beside the URL.
- Use Go back to return to a page in the editor's navigation history.
- When you reach the right page, choose Personalize, then the audience and element you'd like to change.
The page dropdown's count and variant labels describe saved targets, not every page a wildcard can match. Go back is disabled when there's no previous page in the editor's history.
Opening a URL doesn't create a page change. Make an edit before expecting that page in the campaign's Experiences list. Leave editor returns you to the dashboard. See the visual editor reference for selecting elements and saving changes.
The URL doesn't load outside RightMessage either
Open the same full URL in a normal browser. Fix any missing page, redirect loop, expired certificate, login requirement, or website outage before adjusting the campaign.
Use a page you control and can safely inspect. Keep passwords, session tokens, and private account content out of editor URLs.
The editor shows an older version of my page
In Browse mode, use the reload control. Shift-click reload to clear the proxy cache, then check for your updated page.
The proxy can keep a cached copy. If the page still looks different, compare the final URL and redirect destination. The editor and your website builder's preview may be loading different URLs.
I see a security challenge or access-denied page
Ask your website administrator to check the security logs for the exact page URL and failure time. Use the logs to find the rule and request that caused the block.
A firewall or bot-protection rule can reject the proxy request even when your own browser passes. Any exception needs to be narrow, reviewed, and based on a verified way to grant access. Don't disable bot protection across your site or assume an old server IP is still the right one to allow.
A project ID or identifying request header isn't a secret. Never use one alone to bypass server-side CAPTCHA checks, form validation, authentication, or authorization. Keep those protections on real form submissions.
The page loads, but animated content is missing
Turn on Scroll-reveal fix, then reload. It can make content visible so you can select it in the editor.
Some websites hide headings or sections until a scroll animation runs. This control changes only the editing view. It doesn't publish a repair to your website's animations. If normal visitors can't see the content either, fix the website itself.
The page loads, but personalization controls are missing
Check the browser's console and network errors for blocked editor scripts or styles. Give your administrator the exact blocked resource and policy message.
A content-security policy, browser extension, or failed asset request can prevent the controls from appearing. Don't add broad wildcard hosts or unsafe-eval to your policy without evidence that the current integration needs them.
I still need help
Send support:
- Your project and campaign names.
- The page URL with sensitive values removed.
- The approximate failure time and browser version.
- A screenshot of the error and relevant network or security-log details.
- Whether the same URL works outside the editor.
- Whether clearing the proxy cache changed what you saw.
Don't send passwords, cookies, tokens, private page contents, or signed debugger links. If the editor works but the live page still shows the original content, use personalization troubleshooting.