If sessions, heatmaps or recordings are not appearing, work through this checklist in order. Most tracking issues come down to one of four causes: the script is not loading, consent is blocking it, the visit is classified as a bot, or a cache is serving stale HTML.
Step-by-step checklist #
- Confirm the script loads. Open your site’s front end in a normal (non-admin) browser, view page source, and search for
opti-behavior. If it is missing, an optimizer may be stripping it; see cache plugin compatibility. - Check the Frontend Stats Bar. As an admin, enable it under Opti-Behavior → Settings → Frontend Stats Bar and reload a page; if it shows, the script is running.
- Check consent. In Anonymous Mode the script runs immediately; in Full Tracking it may wait for consent. See Anonymous Mode vs Full Tracking.
- Rule out bot classification. Your own automated tests or a proxy may be filtered as a bot; see traffic classification.
- Clear all caches. Purge page cache, object cache and CDN, then load a fresh page in a private window.
- Verify a real front-end visit. Browse a few pages, wait a minute, then check Opti-Behavior → Dashboard.
Expected result #
After a real front-end visit, a new session appears on the dashboard within a minute or two and heatmaps begin collecting clicks.
Troubleshooting specifics #
- Admin visits not counted: logged-in admins may be excluded by design; test in a private window while logged out.
- Heatmap empty but sessions exist: the heatmap URL rule may not match the page; see heatmap troubleshooting.
- Recordings missing: see recordings troubleshooting (Pro).
FAQ #
How long until a visit shows up? #
Usually within a minute or two; some dashboard widgets pre-aggregate on a short cycle.
Do I need to enable the debug log? #
Only if the steps above do not help; see Debug and logging.
