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Initiating a Session Troubleshooting

It says user is offline, even though they are online

If the button to initiate a session is not available and there is a 'Last seen x hours ago' message:

  • make sure they are on a page where UserView is installed

  • wait a moment, sometimes it take a bit of time to register if someone is online

I can't see any users at all, online or offline

If you don't see any users online at all:

  • make sure UserView is on a live page and not a local/sandbox environment

  • check the whole code is installed and in the body tag

The user isn't showing up at all

If their name/email address is coming up completely empty and you're getting a 'No visitors found' error, it might be that they've not been on the site since installation.

  • check they're on a page where UserView has been installed

  • ask if the user has any ad-blockers enabled, this might prevent the script from running

My user can't find the Lookup code

If the user is struggling to locate the code:

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UserView Session Basics