The mystery of the disappearing horizontal scrollbar

A classic exchange from the WordPress Support Forum for one of my plugins:

Them:

Hi,

When I first installed this plugin, there was an automatic horizontal scrollbar so that users could move to see all of the columns. However, it has now disappeared which means one of the columns is not fully readable.

Can you help?

Thanks.

Me:

Right above the button you clicked to post this question there is a line of text that reads:

Did you include a link to your site, so that others can see the problem?

Given that you didn’t notice this, I am going to suggest that you slow down and think about what was different on your site from when you installed the plugin (and experienced it working as expected) and now (when it’s not). If you still need help after that, I suggest you first think more about the answer to the question quoted above before you post again.

Them:

I apologise, it was an oversight on my behalf, as you have pointed out. Put it down to Friday ‘end of the week’ fuzzy head, if you like.

The pages where we are currently using the plugin are [here and here].

To clarify, if you hover around the rows and columns, it appears you can swipe and move it around, but the visible arrows and scrollbar is not visible. We have a lot of not very IT-literate people who use our website for support so it would be handy to make it like a visible scrollbar to click on again, if possible.

Thanks for your patience.

Me:

A clarifying question: you want a scrollbar to appear but one does not exist even when the browser window is too narrow to fit the whole table?

That is to say, I am confused by the statement “the visible arrows and scrollbar is not visible.” :/

Them:

Yes, we want a scrollbar and the arrows that go either end of said scrollbar to display because the browser window is too narrow to fit the whole table.

We feel that people would prefer to have the arrows on the scrollbar visible to encourage them to click them so that they can see the columns that go off of the screen.

Me:

So, when I go to your pages they both show scroll bars just as you say you want them. :\ I’m afraid whatever you’re seeing is specific to your combination of computer and browser.

It’s very likely that users who browse to your site are seeing the scroll bars show automatically. At least, that’s what happens when I load the site.

The beauty of the Web is that users are able to define their experience so it suits them best. Users whose browsers and operating systems are set to show scroll bars are showing scroll bars. This is good news, because it means you do not need to worry about your site malfunctioning: it is not malfunctioning and, as you say, nothing about it has changed.