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NINA Is Not Loading on Our Website

If NINA is not appearing on your surgery website, or has stopped loading after previously working, this article helps you identify the cause and resolve it. Most issues are related to script installation. Work through the checks below before contacting support.

Purpose of This Article

NINA loads via a small script added to your website. Most loading issues are caused by the script not being installed correctly, being removed during a website update, or a browser-specific problem. This article helps your team and website provider identify and fix the issue quickly.

Main Content

How NINA Loads

NINA appears on your website as a chat widget in the bottom-right corner. It loads via a script tag added to your website by your website provider or developer. The script must be present on every page where you want NINA to appear.

The script is provided by QuantumLoopAI and contains configuration values specific to your surgery. It must not be modified.

Step-by-Step Checks

Check 1: Is NINA visible on any page of the website?

First confirm whether NINA is not appearing on all pages or only certain pages.

  1. Open your surgery website on a desktop browser.
  2. Check the bottom-right corner of the home page for the NINA widget.
  3. Check one or two other pages — for example, the appointments page or the contact page.

If NINA appears on some pages but not others, the script may only be installed on certain pages rather than site-wide. Ask your website provider to add the script to the global header or footer so it loads across all pages.

If NINA does not appear on any page, move to Check 2.

Check 2: Has the script been installed correctly?

Ask your website provider to confirm the following:

  • The NINA script has been added to the website and has not been accidentally removed during a recent website update
  • The script is placed in the correct location for your website platform:
    • Plain HTML sites: inside the <head> tag of the main HTML file
    • HubSpot: inside the Global Header HTML section (do not add <head> or <body> tags — HubSpot adds these automatically)
    • React.js: inside the <head> section of the public/index.html file
    • Next.js: inside the <Head> tag in pages/_document.js
    • Other CMS platforms: via the global footer script area or equivalent site-wide script injection point
  • The script has not been modified — all placeholder values must have been replaced with the correct credentials provided by QuantumLoopAI, and no other changes made to the script

If your website provider is unsure, they should contact QuantumLoopAI at support@quantumloopai.com for the integration guide.

Check 3: Has the website been recently updated?

Website updates, template changes, theme changes, or CMS migrations can sometimes remove scripts that were previously installed. Ask your website provider whether any changes were made to the website around the time NINA stopped appearing.

If a website update removed the script, the provider will need to reinstall it.

Check 4: Is the issue browser-specific or device-specific?

Test NINA on different browsers and devices:

  1. Clear your browser cache and reload the page.
  2. Try a different browser — for example, if you were using Safari, try Chrome or Firefox.
  3. Try on a mobile device.
  4. Ask a colleague to check from their device.

If NINA loads on some browsers or devices but not others, there may be a browser compatibility or caching issue. Ask your website provider to investigate.

Check 5: Is there a browser extension or network filter blocking NINA?

Some browser extensions — particularly ad blockers or privacy tools — can block chatbot scripts. Some NHS network configurations may also block external scripts.

  1. Try accessing the website in a private or incognito browser window, which typically disables extensions.
  2. If NINA loads in incognito mode but not in your normal browser, a browser extension is likely causing the issue. Disable extensions and test again.
  3. If the issue persists across devices and networks, it may be a network-level block. Contact your IT administrator to check whether scripts from external domains are being blocked.

If None of the Above Resolve the Issue

Contact the QuantumLoopAI support team with the following information:

  • Your surgery name and the URL of your website
  • A description of the issue — NINA not appearing, appearing only on some pages, appearing but not functioning correctly
  • Which checks you have already completed and what you found
  • The name of your website platform (HubSpot, plain HTML, React, WordPress, etc.)
  • Whether NINA was previously working and when it stopped

Contact: support@quantumloopai.com

QuantumLoopAI can verify whether the script is being served correctly from their end and advise your website provider on any installation issues.

Troubleshooting

NINA was working before but has stopped appearing after a website update. This is almost always caused by the script being removed during the update. Ask your website provider to reinstall the script in the correct location. The original script and credentials can be resent by QuantumLoopAI on request.

The NINA widget appears but does not respond when patients try to use it. This may indicate a configuration issue rather than an installation issue. Contact support@quantumloopai.com with your surgery name and the URL of the page where the issue is occurring.

NINA appears on the home page but not on other pages. The script is only installed on the home page rather than site-wide. Ask your website provider to add it to the global header or footer so it loads across all pages.

Our website provider says they have added the script but NINA is still not appearing. Ask your provider to share a screenshot or code snippet showing where the script has been placed. Confirm it is in the correct location for your website platform (see Check 2 above). If the placement looks correct, contact support@quantumloopai.com and include details of the platform and where the script was placed.

Patients are asking where the chat button has gone. Confirm with your website provider that NINA is live, then test from a patient's perspective using a different device or incognito mode. If NINA is not visible, work through the checks above.

FAQs

Can NINA be reinstalled if the script was lost? Yes. QuantumLoopAI can resend the deployment code at any time. Contact support@quantumloopai.com or your account manager.

Does NINA need to be reinstalled every time our website is updated? Not necessarily. If the script is in a global header or footer that persists through updates, it should remain in place. However, major template changes or CMS migrations can remove it. It is good practice for your website provider to check NINA is still loading after any significant website change.

Can we test NINA before it goes live on the full site? Yes. QuantumLoopAI recommends testing on one page before rolling out site-wide. If you need to test a reinstallation, ask your website provider to add the script to one page first and confirm NINA loads correctly before applying it globally.

Does NINA affect our website's loading speed? No. The NINA script is designed to load asynchronously so it does not block other page content or affect website performance.

Who should make changes to the NINA script? Only your website provider or developer should make changes to the script installation. The script content itself must not be modified — only QuantumLoopAI can update the configuration values within the script.