No data arrives

Most installations work at the first visit. When the installation page keeps waiting, or a site that worked goes Quiet, one of the causes below is almost always the reason. Go through them in order.

1. Is the line on the page?

Open your site in a private window, view the page source (Ctrl+U, or Cmd+Option+U on a Mac) and search for nviv.io. You should find your line, with your own site code:

<script defer src="https://nviv.io/js/NV-XXXXXXX.js"></script>

Not there? Then the page your visitors get is not the one you edited:

• A page cache (WP Rocket, LiteSpeed, W3 Total Cache, your host’s cache or a CDN such as Cloudflare) keeps serving the pages from before. Empty it once.
• Google Tag Manager only loads the tag after you choose Submit and Publish; until then only your preview has it (Check that it works).
• A theme or a release replaced the layout the line was in. Put it back in the shared layout, or use the WordPress plugin, which keeps it there through theme changes.

Copy the line again from Settings › Installation if you are not sure about the code: the last character is a check character, and a script with an unknown code answers 404.

2. Does the browser send anything?

Open the browser’s developer tools (F12), choose Network, filter on nviv.io and reload the page:

What you see	What it means
NV-….js with 200, then e with 204	The visit was sent and accepted. Look at Live: it appears within seconds.
e with 403	The address of the page is not one of the site’s domains. The answer names the hostname and the domains the site has. See step 3.
NV-….js with 404	The site code in the line is wrong. Copy the line again.
Nothing at all, or a blocked request	Something stops the script: see steps 4 and 5.

The Console tab can say why a script was blocked, for example by a Content-Security-Policy.

3. Is it the right domain?

Nvivio only accepts events from the domains of the site, so nobody can pollute your numbers by copying your line. Subdomains (www, app, shop) count automatically.

• A site that also runs on another domain, such as example.be next to example.com, needs that domain under Settings › Domains (up to 50).
• localhost and addresses without a dot are always refused, and cannot be added. Test on the real site, or on a staging address under your own domain such as staging.example.com.
• A preview address at a hosting platform (my-site-git-main.vercel.app) is a domain of its own: add it if you want to measure it, or test on your own domain.

4. Is your own visit left out?

Some visits are not counted on purpose, and your own test visit is often one of them:

• Brave, DuckDuckGo and Firefox with the setting on send Global Privacy Control, and such a browser is never counted (Global Privacy Control). Test in Chrome, Edge or Safari.
• Your IP address is excluded under Settings › Exclude visits (Exclude visits), for example your office’s.
• You objected on your own privacy page: that browser then carries the cookie _nvivio_sid=0 and is not counted (Visitors can object).
• The WordPress plugin leaves out logged-in administrators by default (Check that it works).
• A VPN or a server in a data centre: traffic from data centres counts as bots, and many VPNs run there. Your visit then shows up on the Bots tab instead. iCloud Private Relay and Cloudflare WARP are not affected.
• An ad blocker or privacy extension may block analytics scripts, Nvivio’s too. Turn it off for your site while you test. To count visitors with such a blocker too, serve Nvivio through your own domain.

5. Does your site allow the script?

• Content-Security-Policy. Allow https://nviv.io in both script-src and connect-src (Install the script).
• A consent tool that blocks scripts (some cookie banners hold back every script until consent) can stop Nvivio as well. Nvivio sets no cookie by default, so you can let it load without consent: see Nvivio and your cookie banner.
• Single-page apps need nothing extra: navigation without a reload counts by itself (Single-page apps). For routes like #/page, switch on hash routes.

6. Is the site counting at all?

• A paused site counts nothing; its dashboard says so in a bar at the top, with a button to measure it again (Pause a site).
• Free over its pageviews counts on for 7 days, then stops until the 1st of the next month, or until you take a paid plan or show the badge (Over Free’s pageviews).

Still nothing?

Email support@nvivio.com with the domain of the site, the address of a page that has the line, and what the Network tab shows for nviv.io. Nvivio support can see which addresses were refused for your site and add a missing domain for you.