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Encountering issues with the CUX connection? Here are some steps you can take to troubleshoot:
- Visit one of the pages where you installed the CUX code. It's essential to record at least one visit to start showing data.
- Disable any ad-blocking browser extensions, such as Adblock. They may prevent the CUX snippet from sending user information.
- Check if the snippet has been correctly pasted on every page of your website. You can preview the source code of the page loaded in your browser and search for the "cuxSettings" string. If you find it in your page code, the code is installed and the data should be sent to CUX. If you're still not seeing any data in your CUX account, please contact us, and we'll guide you through the setup process.
- If you installed the snippet via Google Tag Manager, make sure you published the changes.
If the problem remains, send a support request in the app. Include the project name or ID, test URL, test time and checks you have completed.
Contact support in the app
- Sign in to the app and select the project related to your question, if applicable.
- Open Help and support in the top bar and select Contact Support.
- Describe what you tried, what happened and what you expected, then select Send request.
To check progress or add details, open Help and support > My support requests, select the request and reply in the same conversation. Continue an existing request when it concerns the same issue.
Do not include passwords, project tokens or unredacted customer data.