Finder doesn’t open in my shop

If Finder doesn’t open when you click on your shop’s search box, and the shop’s usual search appears instead or nothing happens, check these possible causes in order.

Where to find the module settings #

Several of the solutions in this article are applied from the Finder module settings:

• PrestaShop: in the back office, go to Modules → Module Manager, search for Sellboost Finder and click Configure. The options are in the Settings tab.
• WooCommerce: in the WordPress admin panel, go to Tools → Sellboost Finder, Settings tab.

After changing any option, remember to click Save.

Test mode is enabled #

With Test mode enabled, Finder is only shown when you access it with the preview (Open test preview button); your customers don’t see it. If you have finished testing Finder, disable this option and save.

Your theme’s search box is not detected #

Finder opens automatically with the usual search boxes, but some themes use their own search field, a magnifying glass icon or a different search box on mobile, and Finder doesn’t recognise them.

Solution: specify which elements should open Finder with the Custom CSS selectors to load Finder option. You don’t need any technical knowledge: with the Open selectors configuration window button you can select them directly on your shop. You can find the step-by-step guide in PrestaShop module settings.

Another search engine or script in the shop responds before Finder #

If you have another search module installed, or your theme has its own pop-up search, it may open instead of Finder.

Solution: enable the Force compatibility with other search engines option. Finder will handle the click on the search box before the rest of the scripts on the page. If you have another search module that you no longer use, we recommend disabling it.

The search box appears after the page loads #

Some themes build the header or the mobile menu once the page has already loaded, and Finder doesn’t manage to find the search box.

Solution: enable Load Finder when page is loaded, so that Finder waits until the page has fully loaded before getting ready.

A cache or optimisation module or plugin is interfering #

Modules and plugins that optimise the shop (cache, minification, JavaScript file combining or deferred script loading) can prevent Finder from loading, or keep showing an old version of the page with settings that have already been changed.

Solution:

• Clear the cache of your shop and of any cache plugin or module after changing the Finder settings.
• If the problem persists, exclude the Finder files from the JavaScript optimisation options of that module or plugin.

Finder opens behind other elements #

If, when clicking, you notice that the page changes but you can’t see Finder, it may be opening behind the header or another element of your theme.

Solution: check the Z-index option and leave the default value, which places Finder above all other elements. Only change it if you have conflicts with other popups or modules.

Your subscription is locked #

Finder stops being shown in your shop if there is a problem with your subscription payment or if your plan’s maximum number of search requests has been reached. In that case, when you log in to Sellboost you will see a notice in your dashboard.

Solution: check your payment details from Manage subscription, or upgrade your plan if you have reached the request limit. Finder will be shown again in your shop as soon as it is resolved.

Please note that the Sellboost dashboard preview keeps working even if the subscription is locked, so it can’t be used to check this case.

You have changed your shop’s domain #

If you have changed your shop’s domain or its address (for example, from http to https, or with or without www), Finder will stop loading until the address registered in Sellboost matches the new one. Contact us to update it.

Finder doesn’t open in one of your shop’s languages #

If Finder works in one of your shop’s languages but not in another, that language may not be compatible with Finder. This happens in very specific cases, such as some languages with non-Latin alphabets. Contact us and we will check it.

Still not opening? #

If Finder still doesn’t open after checking these points, contact us with your shop’s address and, if possible, the information shown in the module’s Debug tab.