Something not working as expected? You're in the right place. Most setup hiccups are quick fixes — a missing key, a date filter, or data that hasn't refreshed yet — and this section walks you through the usual suspects symptom by symptom.
Start with your symptom
Pick the one that sounds most like what you're seeing:
- Events aren't showing up — your tracker is installed but the dashboard looks empty. Usually a key mismatch, a wrong environment, or a page no one has visited yet.
- The SDK won't connect — browser console errors, or no requests reaching UMAP360. Often a domain, firewall, or load-order issue.
- The dashboard looks stale — numbers feel out of date. Main dashboard figures are pre-computed and refresh once a day, so a hard refresh or a wider date range usually clears it up.
- A connector keeps failing to sync — a warning icon on your Connectors page. Most often expired credentials or a provider that needs re-authorizing.
For step-by-step fixes on each of these, see Common issues.
Most fixes take a minute
A surprising number of "nothing's working" moments come down to one of three things: the wrong write key, viewing the wrong environment (Production vs. Demo), or a date range that doesn't include recent activity. Check those first.
Quick triage
| If you see… | Try first |
|---|---|
| No events at all | Confirm your tracker is live and using an active write key |
| Events in testing but not production | Switch the environment selector to Production |
| Old numbers on the main dashboard | Hard-refresh, and widen your date range |
| A warning icon on a connector | Re-authenticate or check that the credentials are still valid |
Still stuck?
If your question is more "how does this work?" than "why is this broken?", the FAQ covers the most common questions about setup, data, identity resolution, dashboards, engagement, integrations, and billing in one place.
When you've tried the obvious fixes and something's still off, our team is happy to help. The fastest way to get a useful answer is to include the specific symptom, what you expected, and a rough timestamp.
Helps us help you faster
If it's a connector problem, note the connector name, the error message shown on the Connectors page, and when it last worked. For missing events, mention whether you're in Production or Demo mode.
Next steps
- Common issues — symptom-by-symptom fixes for the problems above
- FAQ — quick answers across the whole platform
- Contact support — reach our team when you're still stuck
- Go-live checklist — confirm everything's wired up before launch
- Service status — check for any ongoing platform issues
Last updated 2026-06-11