Troubleshoot On-Live

Find your symptom below. Each one lists the likely causes in the order worth checking.

No sessions arrive

Symptom: Flamio On-Live > Setup stays on Waiting for first data…, and the other On-Live screens read Waiting for data....

The Setup checklist shows which step is unfinished. Start there, then work down this list.

1. The page has not refreshed. Setup does not update on its own. Open your deployed site, click around for a minute, then reload Setup.
2. The key belongs to another project, or is not the key. Check that the project selected in the sidebar project switcher is the one whose key is in your snippet. A key from another project sends its data there. The key must be the one Flamio showed when you generated it, starting with flm_. If you no longer have it, revoke it and generate a new one — see Stop recording.
3. The snippet is not live. The snippet must run in the deployed build your visitors load, on every page. Open your site, open the browser's developer tools, and check the Network tab for requests to the endpoint from the snippet. To see what the SDK does, add debug: true to Flamio.init for a test and read the browser console; remove it before you ship.
4. The domain is not allowed. Open Settings > Project settings > Allowed domains (Only these domains can send sessions. Leave empty to allow any.). A list that leaves out the host you deployed on rejects every session from it. Add the host, or empty the list.
5. On-Live is off, or the key was revoked. The same settings pane says so: Flamio On-Live isn’t enabled for this project. or This project has no API key yet, so nothing can send sessions. Click Open setup and finish steps 1 and 2. After a new key, update the snippet on your site.
6. Consent never arrives. If you start the SDK with consent: 'wait', check that your cookie banner really calls Flamio.consent('granted') when a visitor accepts. See Record only after consent.
7. Your Content Security Policy blocks the upload. If your site sends a Content-Security-Policy header, its connect-src must allow the endpoint from the snippet.
8. There are no visits. Recording needs real visits. A site nobody opens produces no sessions, however correct the install.

Some visitors are missing

Symptom: sessions arrive, but fewer than you expect.

• The Traffic control hides agents. On-Live counts People by default. If the filter bar says Hiding N visits made only by agents, click Show all traffic.
• Sampling or a session cap is set. The sampleRate option records only a share of visits, and maxConcurrentSessions caps how many sessions are recorded at once — new visitors beyond it are not recorded. Check both in your Flamio.init call. See Web SDK configuration for their defaults.
• Page rules exclude pages. urlBlocklist and urlAllowlist stop recording on the pages they exclude. See Mask sensitive content.
• Visitors decline consent. With consent: 'wait', only visitors who accept are recorded.

Visitors show as Anonymous

Symptom: the Visitor column in Visits reads Anonymous.

• Your site does not call Flamio.identify, or calls it before the user is known. Call it right after sign-in.
• The call passes only an id. The column shows the name trait, or the email trait when there is no name. Pass at least one of them.

See Identify your visitors.

The release table is empty

Symptom: Release impact on Analytics has nothing to compare, and the filter bar has no version picker.

Your Flamio.init call does not pass version, so every session lands in one bucket. Pass your release version and deploy. See Check the impact of a release.

The UX Score says Collecting data…

Symptom: the UX Score card on the Overview reads Collecting data… — Need more analyzed sessions to score this period.

The period has too few analyzed visits. Pick a longer period, or wait for more traffic.

A mobile session does not appear

Symptom: you used the app, but nothing shows in Visits.

• The session has not ended. A mobile session ends only after about 30 minutes without activity. Wait, then check Visits with the Source filter set to iOS or Android.
• The app id is not allowed. If Settings > Project settings > Allowed apps is filled in, it must list your bundle id or package name.
• The screen is a WebView. The content of a WebView is not recorded.

See Record your mobile app.

Replays show text that should be hidden

Symptom: a replay shows a name, an address or another value you meant to hide.

Masking rules apply only to visits recorded after you deploy them; stored recordings do not change. Check that the element carries flamio-mask or flamio-block, or matches a selector in maskSelectors or blockSelectors, and that the change is deployed. The maskTextContent option does not mask recordings in web SDK 0.9.0. See Mask sensitive content.

The digest does not arrive

Symptom: Digests reads Digest scheduled, or Slack stays empty.

• The digest for the previous UTC day appears after 03:00 UTC, so the first one may take until the next morning (UTC).
• A Slack subscription posts at its own hour (UTC). Use Send now on the Delivery tab to test it.
• If the delivery shows Failed on the digest, click Retry. If the tab says the connection expired, click Reconnect.

See Get a daily digest.

Related

• Install the web SDK
• Web SDK reference
• Flamio On-Live