DocumentationExperience Cloud KCS

Adobe Experience Manager: Script not loading on one publisher instance

Last update: August 24, 2026

This article provides steps to troubleshoot and resolve situations where a script, such as a third-party integration, does not load on one Adobe Experience Manager (AEM) publisher instance while it loads successfully on another.

Description description

Environment

  • Adobe Experience Manager (AEM), all supported versions
  • Multiple publisher instances (on-premise or cloud)

Issue/Symptoms

  • A required script is missing from the rendered HTML on one publisher instance but appears as expected on another.
  • No explicit error message is shown, but the script is absent from the page source.
  • The issue may recur after deployments or configuration changes.

Cause

The root cause is often a runtime condition specific to the affected publisher instance, such as an incomplete deployment, inactive OSGi bundles, or inconsistent configuration propagation.

Resolution resolution

Follow these steps to resolve the issue:

  1. Ensure all application packages, OSGi configurations, and dependencies are deployed and synchronized across all publisher instances.
  2. On the affected publisher, access the OSGi console and verify that all relevant bundles and services are active and not in a failed or resolving state.
  3. Confirm that any inherited page properties required for the script configuration are published and available on all publisher instances.
  4. Compare the direct publisher response with the dispatcher response to identify any caching discrepancies that may affect script loading.
  5. After each deployment or configuration change, verify that the script is present on all publisher instances by checking the page source.
  6. If the script is missing after deployment, manually update the relevant template or component file that includes the script reference, and replicate the change to all publisher instances.
  7. If the issue persists, gather the exact occurrence time, affected publisher instance, page source, relevant logs, and details of recent deployments or configuration changes for further investigation.
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