While assisting one of our clients with their SuiteCommerce webstore, we encountered an error where there was a missing Site Management Tools (SMT) block on their SuiteCommerce website. The block would not consistently appear in the cart. Oddly enough, the block was displayed occasionally (in the morning), but when checked again in the afternoon, it would disappear.
Note: The Intelligent Recommendation bundle was being used in this scenario, but this error could happen with any SMT bundle from the SMT interface.
- One of the native functions of this bundle is to surface on the PLP or the Cart. In this case, the bundle was surfaced to the cart.
Flippant Site Management Tool Block
Troubleshooting The Missing SMT Block
We investigated this issue and found that the block would appear in Site Management Tools in edit or preview mode. However, after saving and publishing the content, the block would disappear from the site.
Only in incognito mode or edit/preview mode within SMT interface would the SMT block surface to the store.
When researching the browser network for error logs, the correct files would surface only with null return values. This means there was no error message, and the SMT block was properly set up, but something was preventing this from surfacing.
Inspecting the SuiteCommerce Webstore
Step-by-Step Troubleshooting Missing SMT Block
Step 1: Double-check that all of the setup steps are configured properly.
If you are using the same SuiteCommerce bundle as we are in this example, you can follow along with this article I wrote back in July of 2024 on how to setup the Intelligent Recommendations SuiteCommerce bundle.
Step 2: Navigate to the customer record in NetSuite that you are using in the webstore. Click the Access tab and find the user’s role.
Step 3: Verify the user’s (customer center or employee center) role has the proper settings to view SMT Blocks set to ‘View' for the Customer Center or 'Full’ for the Employee Center:
- CMS_HTML
- CMS_TEXT
- CMS_IMAGE
- CMS_MERCHZONE
- CMS_MERCHZONETWO
- CCT Item RecSys Widget – Applies to Intelligent Recommendations only
Setup > Users / Roles > Manage Roles > {Select Customer or employee Role}
Make sure to add these permissions to all custom employee center or customer center roles that the customer will be using.
Step 4: Save the open records from steps 1-3. Perform a cache invalidation request and hard refresh (Ctrl + Shift + R) the page. Check to see if the block has surfaced.
Step 5: Review any browser extensions you might be using. If you are using a cookie blocker, temporarily disable it and repeat step 4.
The Solution That Worked In Our Scenario
Depending on the exact issue you are facing, any one of the above steps may reveal an issue that, upon resolution, would eliminate the problem of the missing SMT block.
In our case, a cookie blocker was preventing the SMT Block from surfacing.
We found the hidden problem! Step 5 solved the issue, and now the SMT block consistently appears in the company's SuiteCommerce store!
Success!
Author: KC Daniels
Got stuck on a step in this article?
We like to update our blogs and articles to make sure they help resolve any troubleshooting difficulties you are having. Sometimes, there is a related feature to enable or a field to fill out that we miss during the instructions. If this article didn't resolve the issue, please use the chat and let us know so that we can update this article!
FREE SuiteCommerce Book
If you liked this article, you'll LOVE our book on SuiteCommerce! Order the free SuiteCommerce book today, and we'll even pay for shipping!
Oracle NetSuite Alliance Partner & Commerce Partner
If you have general questions about SuiteCommerce or more specific questions about how our team can support your business as you implement NetSuite or SuiteCommerce, feel free to contact us anytime. Anchor Group is a certified Oracle NetSuite Alliance Partner and Commerce Partner equipped to handle all kinds of NetSuite and SuiteCommerce projects, large or small!
We are a premium SuiteCommerce agency that creates powerful customer portals. Unlike our competitors, we have already solved your problems.