# Troubleshooting

> What to check when no visits show, numbers look too low or too high, a goal stays at zero, or you can't open or change something.

Source: https://docs.bifrostorbit.com/insights/everyone/troubleshooting/

Find the symptom, then the likely cause and what to do. Questions for your developers are in [Troubleshooting for developers](https://docs.bifrostorbit.com/insights/developers/troubleshooting/).

## No visits show

**Install** says **Waiting for the first visit**, or **Sites** shows a site as **Waiting for the first visit**.

| Cause | What to do |
| --- | --- |
| The script isn't on the website yet, or not on the page you opened | Ask your developers to add it from **Install**, in the layout every page uses. |
| You opened an address the site doesn't list, such as a staging address, or `localhost` on your own computer | Add the address under **Site settings**, one per line. `*.northwilds.com` covers subdomains, but not `northwilds.com` itself, so list both. |
| Your browser has **Do Not Track** or **Global Privacy Control** switched on | Those browsers are never counted. Try another browser, or switch the setting off for the test. |
| An ad blocker or a browser's tracking protection blocks the script | Try a private window without extensions. Your developers can serve the script from your own domain so fewer are blocked. |
| Your browser opted out, or was marked as your team's | Open your website with `#insights-on` at the end of the address and confirm. |
| Your website asks for consent first, and you haven't accepted | Accept on the consent banner, then open another page. |
| You are on a VPN or in an office whose network runs in a data centre | Those visits are left out as data-centre traffic. Check **What was left out** on the overview, and see **Leave out data centres and hosting networks** in [Change a site's settings](https://docs.bifrostorbit.com/insights/everyone/site-settings/). |
| The site is in the bin | Restore it from **Bin**. Nothing is counted while it is there. |

Visits show within a few seconds of arriving. **Right now** on the overview is the quickest check.

## Fewer visits than expected

- **Ad blockers:** Visitors whose ad blocker stops the script are not counted. Serving it from your own domain loses fewer.
- **Left out on purpose:** Bots, referrer spam, data centres, your excluded addresses and browsers that ask not to be tracked. **What was left out** beside the overview counts each.
- **Through your own server without a proxy token:** Every visit then shows your server's country, people count as fewer visitors, and visits can be left out as data-centre traffic. An Admin creates a token under **Site settings**, **First-party proxy**, and your developers add it to the website's server.
- **Another tool shows more:** Tools that use cookies recognise a visitor across days and count consent differently, so the numbers never match exactly. Insights Orbit counts a visitor once a day; see [How visits are counted without cookies](https://docs.bifrostorbit.com/insights/everyone/how-visits-are-counted/).

## More visits than expected

- **Your own team:** Mark your team's browsers, or leave out your office's address, under **Site settings**.
- **A visitor on two days:** counts as two visitors, by design.
- **Visitors are estimated:** shows under the chart when the period includes part of a day. Someone who came in two different hours may count twice.

## All visits come from one country

Usually your website passes visits on through its own server without a proxy token, so Insights Orbit sees your server. See the point above.

## A goal stays at zero

| Cause | What to do |
| --- | --- |
| The page path doesn't match. **Is exactly** compares the whole path, so `/booking/thank-you` and `/booking/thank-you/` are different. | Open **Pages**, copy the path exactly as listed, and edit the goal. Or use **Starts with**. |
| The event's name doesn't match | Use the name exactly as **Events** lists it, with the same capitals. |
| A detail is required that the event doesn't send | Open the event under **Events** to see its details and values. |
| The page or event stopped working, such as a broken form | An [alert](https://docs.bifrostorbit.com/insights/everyone/alerts/) for **A goal stops being completed** catches this next time. |

Goals look back, so a fixed goal shows completions from before you changed it.

## A label stops counting

A note on **Events** and **Labels** says when a label hasn't been clicked for a week or more. The button may have changed on your website. See [Label buttons and links](https://docs.bifrostorbit.com/insights/everyone/labelled-events/).

## You can't open or change something

| What you see | Why |
| --- | --- |
| Insights Orbit isn't in Orbit's switcher | Your organisation hasn't given you Insights Orbit. Ask an owner or admin to add it under **Members** in Orbit. |
| **People**, **Known users**, **API keys**, **API playground**, **S3 export** and **Audit trail** aren't in the sidebar | They are for Admins. |
| Buttons to add or change are missing | Viewers read reports only. An Admin can make you an Editor under **People**. See [Who can do what](https://docs.bifrostorbit.com/insights/everyone/roles/). |
| **Paused · read-only**, or a note that the trial or plan has ended | Insights Orbit is paused: visits are not counted, summaries and alerts stop, and nothing can be changed until an owner chooses a plan under **Billing** in Orbit. Nothing is deleted. |
| **No plan · read-only** | Insights Orbit has not been started for this organisation. Nothing can be changed until an owner chooses a plan under **Billing** in Orbit. |
| A feature says **In Growth and up** or similar | It isn't in your plan. See [Plans and monthly events](https://docs.bifrostorbit.com/insights/everyone/plans-and-limits/). |
| A shared dashboard link shows a page that can't be found | The link was stopped, passed its end date, or the dashboard is in the bin. |

## Summary emails or alerts don't arrive

Summary emails go only to people with Insights Orbit in your organisation, weekly on Monday at 07:00 or monthly on the first, in the site's time zone. **Stop these emails** at the bottom of an email stops it for that person. Alerts appear in the Orbit bell, not by email. Check who they are set to under **Summary emails** and **Alerts**, and use **Send now** there to send yourself a preview. See [Send summary emails](https://docs.bifrostorbit.com/insights/everyone/summary-emails/) and [Alerts](https://docs.bifrostorbit.com/insights/everyone/alerts/).