Skip to main content

Troubleshooting

Use this checklist when PureStats does not show the data you expect.

No pageviews appear​

Check:

  • The script is present on the page.
  • pf.js loads without a browser error.
  • /api/event returns success.
  • data-domain matches the canonical site.
  • The current hostname is added as an alias.
  • The path is not excluded.
  • Consent mode is not waiting for consent.
  • The site is not over a hard quota.

First-party proxy issues​

If you load PureStats through your own domain, check:

  • /pf.min.js returns JavaScript from your domain.
  • /api/event accepts POST requests and forwards the request body.
  • /api/tracker-config?domain=example.com returns tracker settings.
  • The proxied script uses data-api="https://example.com/api/event".
  • Your app fallback route does not catch the proxy paths before the proxy does.
  • pf.min.js may be cached, but /api/event should not be cached.

Current visitors is zero​

Open the realtime view and switch traffic mode to all traffic. If pageviews exist but current visitors is zero, inspect session writes, session timestamps and bot/spam classification.

Site appears in another user's dropdown​

Users should only see sites they own or can access through team membership. If unrelated sites appear, inspect site access queries and role joins.

Map says library not loaded​

Confirm the map asset is included on the page and not blocked by CSP or ad blockers. Check the browser console for missing script or CSS files.

Emails fail​

Check:

  • Your email address is correct.
  • Your account email is verified.
  • The message is not in spam or promotions.
  • Your report recipient list includes the intended address.
  • Your account has not disabled report emails.

If delivery still fails, contact PureStats support with the report name and expected delivery time.

Slow dashboards​

Try a shorter period, remove very broad filters or use an export job for large date ranges. If dashboards stay slow, contact PureStats support with the affected site, period and filters.

Still stuck​

Collect the site domain, request ID, timestamp, dashboard URL and the browser Network response from /api/event. This gives support enough context to trace the issue.