Unable to See NMX Preview Upon Clicking on GBP From Dashboard

[Syed Amir]

I'm encountering an issue with the dashboard. When I click on GBP from the dashboard, it opens the knowledge panel as expected, but the NMX preview is not displayed. Has anyone else experienced this problem or know how to resolve it? Any insights or suggestions would be greatly appreciated!

In the below video the issue can be seen.!
https://www.loom.com/share/807223e2567c46a6aed2860c922c05b9?sid=26279639-9bd2-4f0c-be3d-805a94e6fafa

 

[ElizabethRule]

Pretty sure this was a known issue - should have been fixed by Google. Can you confirm it's fixed?

 

[Stefan Somborac]

@Syed Amir - Are you logged in with multiple accounts? I wonder if some glitch is causing a user switch (to a user without access to the profile) in that step between clicking on the dashboard link and landing on Search. It looks like you're landing on Search without access to the profile, so there's no NMX.

What happens if you start in an incognito window, go to https://business.google.com/locations, and log in? Does that produce the same error?

(I like testing stuff like this in an incognito window because you're logged in with only one account, which eliminates weird behaviour you sometimes get when logged in with multiple accounts.)

 

[Syed Amir]

Pretty sure this was a known issue - should have been fixed by Google. Can you confirm it's fixed?

Yes I contacted the support and now the issue has been resolved.

 

[Syed Amir]

@Syed Amir - Are you logged in with multiple accounts? I wonder if some glitch is causing a user switch (to a user without access to the profile) in that step between clicking on the dashboard link and landing on Search. It looks like you're landing on Search without access to the profile, so there's no NMX.

What happens if you start in an incognito window, go to https://business.google.com/locations, and log in? Does that produce the same error?

(I like testing stuff like this in an incognito window because you're logged in with only one account, which eliminates weird behaviour you sometimes get when logged in with multiple accounts.)

No, this is the only dedicated chrome profile which contains multiple GBPs, but now the issue has been resolved after i contacted the support.

 

[Cordell Crowley]

Just popping in here to say that we are having this issue as well, but it is specifically with Suspended and Disabled listings. When clicking into them from the main agency dashboard, we're taken to just a basic Google SERP that has none of our GBP info propagated. The "Edit Profile" pencil icon and etc. are gone from inside the agency view also, so we have no way of updating information on Suspended/Disabled listings.

@ElizabethRule Is the fix that Google did supposed to also touch on these? We aren't having any issues with live/verified listings, so didn't know if it was a separate issue or not.

 

[ElizabethRule]

@ElizabethRule Is the fix that Google did supposed to also touch on these? We aren't having any issues with live/verified listings, so didn't know if it was a separate issue or not.

Pretty sure this is a separate issue. The knowledge panels might not be displaying because the profiles are unverified/suspended. Have you contacted support about this?

I can see knowledge panels for the unverified and suspended profiles I have access to.

 

[Claudia]

Pretty sure this is a separate issue. The knowledge panels might not be displaying because the profiles are unverified/suspended. Have you contacted support about this?

I can see knowledge panels for the unverified and suspended profiles I have access to.

Just popping in here to say that we are having this issue as well, but it is specifically with Suspended and Disabled listings. When clicking into them from the main agency dashboard, we're taken to just a basic Google SERP that has none of our GBP info propagated. The "Edit Profile" pencil icon and etc. are gone from inside the agency view also, so we have no way of updating information on Suspended/Disabled listings.

@ElizabethRule Is the fix that Google did supposed to also touch on these? We aren't having any issues with live/verified listings, so didn't know if it was a separate issue or not.

This is not a bug. Its working as intended. After a suspension you essentially have to rebuild trust signals through reviews and clicks. Ive personally experienced this as well. Its common issue after suspensions.

 

[JS Girard]

This is not a bug. Its working as intended. After a suspension you essentially have to rebuild trust signals through reviews and clicks. Ive personally experienced this as well. Its common issue after suspensions.

I'm fairly sure they're not saying "I'm not coming up in the search result" but rather "I'm not being shown my NMX dashboard either, just regular search result".

 

[Claudia]

I'm fairly sure they're not saying "I'm not coming up in the search result" but rather "I'm not being shown my NMX dashboard either, just regular search result".

yes sorry i misread this.