How to troubleshoot custom field display problems in onboarding
How to troubleshoot custom field display problems in onboarding
Troubleshoot Custom Field Display Problems in Onboarding
When attendees report issues with custom fields not displaying correctly during onboarding, you need to identify and fix configuration problems in the Onboarding › Settings section. This guide will help you resolve common issues that prevent attendees from seeing or completing custom fields in their onboarding experience.
When to use
When attendees report missing or incorrectly displayed custom fields
When onboarding completion rates are lower than expected
When attendees encounter error messages related to custom fields
When testing your onboarding flow before an event launch
Before you start
You must have System Administrator or Event Manager permissions to modify onboarding settings and troubleshoot custom field issues.
How to do it
Log in to your Cadence Admin account.
Navigate to your event dashboard.
Select "Onboarding" from the left sidebar menu.
Click on the "Settings" tab at the top of the page.
Verify that onboarding is enabled for your event.
If onboarding is disabled, attendees won't see any custom fields regardless of your field configurations.
Switch to the "Fields" tab.
Check if "Enable Event-Level Custom Fields" is selected.
If this is enabled but custom fields aren't properly configured, it can cause display issues.
Click the "here" link to review your event-level custom fields.
Examine each problematic custom field for proper setup:
Confirm field names are clear and descriptive
Verify dropdown options are correctly defined
Check that validation rules aren't too restrictive
Return to the Fields tab and review your field selection.
If using "Selected fields" option, ensure all necessary fields are actually selected.
Navigate to "Event Setup" → "Onboarding" → "Reset Onboarding" to test the flow yourself.
Enter your email or a test account email in the search field.
Click "Reset Onboarding" next to your account.
Log out of the admin account.
Log in as the test user to experience the onboarding flow firsthand.
Identify any specific issues or error messages that appear.
Return to the admin interface to make necessary corrections.
Troubleshooting
If custom fields still don't display correctly:
Clear cache and cookies on web browsers and restart mobile apps
Verify that custom fields don't contain special characters that might cause display issues
Ensure all required fields have default values or clear instructions
For Android users experiencing crashes, ensure they have the latest app version (2.7.414 or higher)