Preventing Unwanted Pendo Calls in brXM: Upgrade and Configuration Guidance

Problem:

Some Bloomreach Experience Manager (brXM) users have encountered issues with JavaScript errors in their browser consoles related to calls to app.pendo.io, even after disabling CMS usage statistics. This article addresses these issues, provides solutions, and outlines the relevant product changes.

Symptoms:

• Users see JavaScript (JS) errors in their browser console related to failing or unwanted calls made to app.pendo.io.
• Even after disabling CMS usage statistics as per Bloomreach documentation, external script requests to app.pendo.io continue to appear, triggering error messages in the console.
• The issue persists on specific versions of brXM (notably before 15.7.2), where disabling statistics is insufficient and browser console errors referencing Pendo are still present.

Root Cause

• The underlying cause was tied to the implementation within the product, where removal or disabling of usage statistics did not completely detach third-party scripts from being called.

Resolution Steps

1. Upgrade to the Latest Version

   • Many errors related to Pendo scripts were explicitly addressed and resolved in brXM version 15.7.2 and later.
   • If you are experiencing these errors, upgrade your instance to at least version 15.7.2.

2. Review and Adjust Content Security Policy

   • After upgrading, verify and, if necessary, update your content-security-policy configuration (YAML file) to further restrict or control the loading of external scripts such as Pendo.io.
   • In at least one case, modifying the content-security-policy settings, post-upgrade, eliminated the console errors related to Pendo.

Current Status

• As of brXM version 15.7.2, the usage statistics module was further decoupled from Pendo script execution. Users have confirmed that following upgrade and policy adjustments, the errors are no longer present.
• Simply disabling CMS usage statistics in versions before 15.7.2 will not resolve the issue. An upgrade is required for complete resolution.

Additional Notes

• Always consult Bloomreach BrXM release notes for details on software updates that may impact integrations and third-party scripts.
• Custom configurations or unique environments may require additional adjustments. If you continue to experience issues after following the steps above, contact Bloomreach Support for further assistance.

References

• [Bloomreach Community Thread: Disable Loading External Script pendo.io]
• [Release Notes: brXM version 15.7.2]

Summary Table

Contact Support

If you have followed these recommendations and still encounter issues, please open a support ticket with detailed error logs, your brXM version, and screenshots where applicable.