Troubleshooting
Situations that look like defects but are settings: dashed metric, disabled button, empty list, pending send. The cause of each and where to fix it.
Updated on
The eight situations below often arrive as support tickets and are not defects. In seven of them, a setting is missing; in the last one, the selected date range is too short for the metric. The dashboard shows no error message in any of them.
| Symptom | Where the cause is |
|---|---|
Scroll médio (average scroll) appears as — in the article details | Administration, Instalação & Tag (installation and tag) tab: Heatmaps & Scroll toggle |
| The tag is installed and no data arrives | Administration, Configurações gerais (general settings) tab: Domínios permitidos (allowed domains) field |
| The capture form is on the site and the list stays empty | The same Domínios permitidos field |
| Enviar imediatamente (send now) is disabled | Empty Domínio de envio (sending domain) field, in the Smart Push manual send |
| Sending profile with DNS at Pendente (pending) | DNS records of the sender domain, outside the dashboard |
| Active alert that notifies nobody | Empty Canais (channels) column in the alert list |
| Campaign with recipients and sent at zero | Approvals, Pendentes (pending) tab |
Usuários recorrentes (returning users) and Novos vs recorrentes (new vs. returning) as — | Últimas 24 horas (last 24 hours) date range in Audience |
Average scroll appears as a dash
In the article details, the four metrics at the top are Pageviews totais (total pageviews), Tempo médio (average time), Recirculação (recirculation), and Scroll médio. When only the last one appears as —, collection is working and scroll measurement is turned off.
Scroll measurement is done by the Heatmaps & Scroll module of the tag, which has its own toggle in Administration, Instalação & Tag tab, and adds +24.5kb to the script. With the toggle off, the metric receives no data. The same applies to Pulse AI Auto-Tagging, which adds +45.8kb and runs automatic content classification.
The tag is installed and no data arrives
The tag loads on the site, the browser reports no error, and the dashboard receives no data from that address. The ingestion engine validates the origin through CORS and Referrer and accepts only traffic from the primary domain or from the domains listed in Domínios permitidos, in Administration, Configurações gerais tab. Traffic from outside the list is discarded without warning.
Subdomains, partner domains, and staging environments are separate domains, and each one needs an entry in the list. Type the domain in the field and press Enter, or use + Adicionar (add), and finish with Salvar configurações (save settings).
The newsletter capture form uses the same list. Without the authorized domain, the form is displayed on the site, but the list in Gestão de listas & ingestão (list and ingestion management) stays empty.
Send now is disabled
In the Envio manual (manual send) tab of Smart Push, the Enviar imediatamente button stays disabled while the Domínio de envio field, in the Destino (destination) block, is empty. The screen shows the message "Selecione o domínio de envio para continuar." (select the sending domain to continue) below the button. A filled-in title, URL, and message do not enable the button without the domain.
On the same screen, the Segmentação de audiência (audience segmentation) fields stay disabled while the Todos (all) option is selected. Select Segmentar (segment) to enable them.
Sending profile with pending DNS
In the Configurações (settings) tab of Smart Newsletter, the DNS column of each profile shows Verificado (verified) or Pendente. A pending profile appears in the list but does not deliver. Verification depends on DNS records published on the sender domain by whoever administers the domain. Until the profile changes to Verificado, use an already verified profile in the campaign.
Active alert that does not notify
In the Meus alertas (my alerts) tab, an alert can have its Status toggle on and its Canais column empty, shown as —. In that case, the alert exists but has no way to notify anyone. Channels are defined in the alert form, in the Canais e regras (channels and rules) block, with the E-mail and SMS toggles and the Destinatários (recipients) field, which accepts only users registered in Administration, Usuários (users) tab.
Campaign with recipients and sent at zero
In the Smart Newsletter Histórico de envios (send history), a row with the Pendente de aprovação (pending approval) status and the Destinatários and Enviados (sent) columns at zero does not indicate a failure. The campaign was saved with the Requer aprovação humana (requires human approval) option and is waiting on the Approvals screen, Pendentes tab, with the Agendado para (scheduled for) indication and the Aprovar (approve) and Rejeitar (reject) actions. In Smart Push, the equivalent option is under Configurações de execução (execution settings).
Audience metrics as dashes
In Audiência do site (site audience), with the date range at Últimas 24 horas, the Usuários recorrentes and Novos vs recorrentes metrics appear as —, while the other three metrics show values. Select a date range of 7 days or more before opening a support ticket.