🔧 Troubleshooting

Start with 🩺 Diagnostics: one screen that checks your system, the licence, the tracker, the location database, your connected sites, every family connection, the chat and recent activity, in plain words. Press Run The Live Tests, and most answers are right there. Below are the usual situations and what to do.

Start with Diagnostics:

1. Open 🩺 Diagnostics.
2. Read Needs Your Attention at the top. Each line has its own button.
3. Press Run The Live Tests.
4. If you need help, press Copy For Support and paste it into a ticket.

See Diagnostics: Your One-Screen Health Check.

If the globe stays empty:

• Open your site in a private window or on your phone with wifi off. Your own visits are never shown, so a logged-out visit is the real test.
• A caching or security plugin may be blocking /wp-json/pulse/v1/. Allow that path. The Live Test Pulse answers from the outside tells you.
• Settings, Data & Access: Auto-load tracker on this site must be ticked.
• Your browser may be sending Do Not Track. Pulse honours it, so you will not see yourself. Test from another browser.
• A consent banner may be asking and that visit has not said yes yet. Accept analytics on the banner in that window. See Privacy and Location.

If everybody shows in the wrong place, or the same place:

• Install the local location database: Settings, Privacy & Location, Download The Free Geo Database.
• If every visitor is in one data centre city, your site is behind Cloudflare or another proxy. Tick Trust X-Forwarded-For header.

If the map shows the classic outlines, or Google 3D will not open:

• The real map loads its tiles from OpenFreeMap. A strict firewall, an ad blocker or a privacy extension can stop it; then the classic map shows by itself. Try another browser or allow OpenFreeMap.
• Google 3D tells you Google's reason in words. The usual ones: the Maps JavaScript API is not enabled for the key, the key does not allow your website (add yoursite.com/* under Website restrictions), or the key's project has no billing account. Sort it in Google Cloud, then reload the page.

If the money, the sales or the leads look too high:

• A sale two of your systems both report (one sends the product's code, the other its name) counts once, under the product's name: the same person, the same amount, within ten minutes.
• A bulk job (an import, a list copy, a sync catching up) does not make new leads: leads with no visitor's browser behind them stop counting once more than 20 arrive in a minute.
• What Pulse left out shows on Diagnostics, The Essentials, Counted once. It is kept, and Put Them Back counts it again.
• A number with no comparison beside it means Pulse does not hold the whole period before. Settings, Data & Access, Retention (days) sets how long visits are kept (3650 is ten years).

If the search words do not show:

• Connections, Google Search Console says what to do in plain words, with Google's own message. Usually the Google Search Console API needs switching on in the Google Cloud project, or the service account's email address needs adding as a user of the property. See Google Search Words: Connect Search Console Step by Step.
• A site with no property beside it on that card has no match: pick its property, or add the site to Search Console first.
• Google publishes searches about two days late. Pick 7 or 30 days to see the latest it has.

If ad keywords do not show:

The ad links need utm_term={keyword}. Performance Max and display ads have no keyword, so those visits show without one. See Ad Keywords: Which Ad Keyword Brought Each Visitor.

If a Moment does not open:

• On the Moments tab, use Check A Page: paste the page, pick the kind of visitor, press Check. It names the reason in plain words.
• If its card says its pages had no visits in the last 30 days, tick pages people really visit in the editor.
• Your own visits never see a Moment. Test from a private window, as the kind of visitor the Moment is for.
• Full page caching can serve an old page. Clear the cache once after switching a Moment on.

If you cannot find a chat:

Use Chats in the black WordPress toolbar, on any screen of any of your sites. Live chats has the ones happening now, and with the Support Desk, Chat history has every one.

If Pulse shows you as a visitor:

Open that person's page from People and press 🙋 This is me. They leave every list and number at once.

If the assistant is quiet:

• AI Assistant, Test connection. The message says whether it is the key, the model or the provider.
• Check the monthly budget on the AI Assistant tab. At the limit the assistant rests until next month or until you raise it.
• In private chats it waits for your head start before it answers. That is the setting working.

If a connected site does not show on your main site:

• On that site, Connections, press Test the connection (or Test the code). It names what to do: a fresh code, the main site not reachable, or the site no longer on the list.
• The main site itself must be activated, because it holds the licence.

If one part of Pulse was switched off:

If a part of Pulse ever fails to load, Pulse switches that one part off instead of taking your site down. Diagnostics shows it under Every part of Pulse loaded. Every update gives it a fresh start by itself, and Repair does too.